Cold Rock Ice Creamery Caroline Springs

Requested product information for my daughter with a medical condition. Was given incorrect dietary information, and then reluctance to give information about too many products.Another staff member was helpful afterwards.

Store opening was 1pm, we arrived at 1:30pm. Our kids made their ice cream selection, as they were choosing their mix-ins we were told they could not have them. What is the point of going to Coldrock if you can't have mix-ins?!When we asked why, we were told that the rock was not cold and therefore they wouldn't do the mix-ins. Our kids were clearly disappointed so another staff member came over and said they could put the mix-ins on top. We were grateful for this however the quantity was very poor and we were still charged full price.If your open time is 1pm, you should be ready to serve at 1pm.The customer service we experienced was subpar as the server was not friendly and didn't want to come up with a solution. Had they told us as we made our ice cream selection that the stone was not ready, we could have waited or adjusted our expectations accordingly. We are giving two stars because the ice cream was not, just not the treat we were wanting.

Great selection of ice cream and desserts. Lots of different cakes also available

Delicious! Best selection for ice cream and mix in options. The very best selection of ice cream cakes.

Got my order delivered through DoorDash. The driver delivered the bag and I checked to see if all the items were inside. I told the driver that there was only one item in the bag instead of two. The driver called the store to explain the situation, the man couldn’t find my order on the system, he passed the phone to a second person (I’m assuming was the manager). She told us that she filled the order and once the driver has it, they’re not responsible for the contents. Whatever happened to good customer service? Instead of telling us sorry or we’ll make you another one and deliver it, we were dismissed and told again and again to call DoorDash as it wasn’t their responsibility anymore. How was the driver meant to ensure he had the correct order, when there was no receipt attached to the bag and the bag wasn’t stapled closed like it usually is when I’ve had DoorDash deliveries before? I called DoorDash, they were very nice, and I’ll get a refund for that second item not received. We will never be ordering from Cold Rock ever again. P.S. The banana split that was in the bag was quite average - nothing to brag about!

Got here at 12.30pm. once 1pm rolled around I made my way over to the store. I sat there for a while. By about 1.10pm I was concerned, as there were no lights on, or any sign of anyone even setting up the store.I tried to call the store twice but no answer.I called the head office and they said they'd call me back. They called me back and said the franchisee isn't answering any calls.It's 1.30pm now. An hour of my time wasted.Head office called back and said the franchisee had a personal emergency.Understandable, but there should be more than one person opening a store. I'd expect to see another worker waiting for George to arrive, also wondering why they couldn't get in.I was told 45 minutes until he would arrive!I'm exhausted. I've spent 5 hours driving and had TMS therapy today. I'm not hanging around, and I won't be returning. I just don't believe the excuse.

It was delicious.... I recommend this place specially the ice cream smoothie.

Ordered Uber and got delivered a sundae with full of nuts and not what I ordered.I tried to call the store numerous times and no one picks up,thanks for wasting $24 down the bin for your staff’s incompetence.Not good enough.I have pics to prove this I will send to HR.