Frost Gelato — Restaurant in Virginia

I agree with all the previous reviews regarding the customer service being horrible. The store is run by teenagers who have never had a day of customer service training in their lives. The gelato itself looks much more appealing than it tastes. Today I visited because my children wanted ice cream. We have been several times solely because it’s in short pump town center and they always order the same thing, a scoop of the bubblegum gelato. Every time they top the gelato with a piece of bubblegum. When we went today the teenager at the register charged us extra for the bubblegum topping. I explained to him that we have never been charged for the bubblegum as it is bubblegum gelato. He said they have to charge for the topping even though I have been there many times before and it’s never happened. Being that I am four months pregnant I did not have the energy to debate him over bubblegum but all in all a terrible experience. I recommend going across the street to gelati celesti. Their selection is better, customer service is excellent and their gelato just tastes better overall. Including a picture of the bubblegum they...

I foolishly decided to give it a second chance, but that turned out to be a huge mistake. The customer service is a complete joke - clearly, they have no idea how to treat people properly. I've been in the public service industry for a decade, and even a novice could see their ineptitude.

Let me tell you, they have this "disposable spoons" bowl on top of the ice cream display, but it might as well be a petri dish of used cutlery. It's revolting! Who in their right mind thinks it's acceptable to present used spoons like they're free for the taking? "Disposable" means can be thrown away after use, not openly displayed with someone's spit on them!

Ice cream was subpar but due to their utter lack of hygiene and respect for customers. I will be avoiding it...

I have come to this gelato shop several times in Short Pump mall and it never disappoints! They have SO many different flavors... seriously the possibilities are endless. The presentation and aesthetics are incredible. I have never been to Italy, but this is what I imagine authentic gelato must take like. I have recommended this place to all my friends and will definitely be coming back. I also had the pleasure of speaking to the owner once and he is so passionate about the gelato and was so friendly and pleasant to talk to. A common misconception is that many other ice cream shops, such as Gelati Celesti, sell gelato, but they actually sell ice cream. There are very few gelato shops in Richmond. If you want real authentic gelato, this...