Cold Rock Ice Creamery

Online ordering was really easy and the staff were friendly although the cake I ordered was not value for money. I ordered a Cold Rock Cake a couple of years ago and they had made it beautifully. Thought I would do the same this year and the cake was so lame and not value for money. The way they decorated it looked like a 5 year old had piped the cake. Also the birthday message was not written on the cake like it used to be. It was written in the cake board with ugly handwriting. I had to re decorate the cake to cover up the ugliness as it was for a birthday. I think they may have new owners of the franchise and it is not the way it used to be. The ice cream is still incredibly nice although their cake making, decorating skills are very poor!

Girls were rude and the extra long fake nails a major turn off.
Is this ever hygienic? Surely not.

Ice cream was good and the girls were friendly but lost a star as they weren't busy and were sitting there chatting away, which is fine if everything is good and up to par but the outside tables were sticky and had at least 4 different ice creams in varying stickiness, inside tables were slightly better with less dried ice cream but still definitely not clean

I saw a cockroach hiding underneath one of the staff members chins. Not a good look. Very disappointed and disgusted

Do they charge extra for fake nails, jewellery, lash extensions and long hair as mix-ins with your ice cream?
Happy paying exorbitant prices when it's service with a scowl. Would love to see staff undergo a food safety inspection.

Even though I enjoyed the ice cream and the product range was fine. I am extremely unimpressed by the behaviour of all 3 of the team members that were there this evening. After being served I sat outside and a few minutes later, all 3 girls left the store unattended giggling and shouting inappropriately.
Once they had returned they would individually keep leaving and coming back. This whole time there were customers around and general public passing by.
As a long time retail manager I feel your team need to act and learn their roles.

Lovely lady Sumaya helped with many milkshake options and flavours! Will be back again in a hot day!

I went in on Tuesday 29th November 2022 and the girl working that day was so so rude, she first approached me with her back facing me the music was loud is was hard to hear her and it was my first time in there and she was absolutely so rude, she got mad at me telling me she knows how to do her job but she sure does not know how to treat customers with respect, this behaviour will sure make this place lose customers. Please advise your staff to treat customers with respect and to not accuse customers, as she accused me of having a bad day - which was absolutely not true, so so rude.

Worst customer service. We walked in an hour before the store was closing and got yelled at that they were closing in 10 minutes when we asked to try flavours. The girls serving us didn’t even greet us or crack a smile and were super rude. The ice cream was disgusting anyway. We’ll definitely be sticking to Augustus.

Today the 2nd of January, I visited the Cold Rock Craigieburn with my children. While I was ordering some ice cream, a female staff was so rude to me and the other customers. Also, when she replaced the empty ice cream tub with a new full one, I saw her long nails touching the ice cream several times with her bare hands and this made me and my kids feel disgusting. You must train your staff to deal with customers properly and comply with the safety and hygiene standards, especially the COVID is still circulating around.

Great experience. Celine offered me suggestions, gave me a free taste when they didnt have what i first wanted.
Asked me if i was allergic to nuts. She did all the right things and was super friendly and engaging.

If I could chose zero stars I wouldn’t even give it a star. I won’t be returning and I hope others don’t. Or I hope you hire better workers because the young girl that served my friend her daughter and I, I actually don’t have words for… she could not be bothered even putting ice cream in a cup she slopped it in the cup like we were in prison and when we asked for mix ins the effort she did not put in to mix the items through its just appalling. We got stares like we were asking for to much! I just don’t want to experience this again. It was horrible. OH I almost forgot she did not even clean the spatula when serving another person. I had lemon sorbet in my white chocolate.

Second time here, and both times I’ve experienced the same girl with a horrible attitude. The first time I gave it the benefit of doubt that maybe she isn’t having a good day or something is going on with her so I looked the other way with her behaviour. After coming in again tonight with my young son for a fun ice cream experience, again same girl (long black hair, wish I had asked for her name) her attitude is honestly horrible, its like I’m asking her for too much, like I’m disbursing her day, & my son just wanted one lollie on top of his ice cream, and she told me “we don’t normally do this, but I’ll do it today” as if she’s doing me a huge favour like what do you mean? I’m paying for the mix in, I’m happy for you to charge me for it. Her whole mood is just completely off both times now, I really had to bite my tongue as I don’t like to have conflicts infront of my young child. But management have to get on top of staff customers service, I’m not asking for above and beyond service, just a nice interaction where Im not getting eye rolls for asking for ice cream at a ice cream shop. Her mood is honestly screaming I hate my job and I hate customers, either I’m right she hates her job? Or she just needs to be pulled up by management and be taught. But please, hate your job all you like, don’t ruin a families mood with your attitude, we just wanted to come and enjoy ice cream. If she’s like this all the time eventually people won’t return.

Very poor service work torking to there friends when work with never will go back Very rude to the customers very bad customer skills Need to teach this staff more communication skills and better people skills

Useless customer service at craigieburn Central cold rock ice creamery and the staff does not care at all. Time of service 1.17 pm. Very disappointing

Great taste and large range of flavours. Disappointing that the large cup and small take home pack are limited to 3 flavours.
Also a shame, they don't serve waffles like other cold rocks.

Not bad, love ice cream from here. Was a little disappointed that I couldn't mix ins as they'd started cleaning but overall, very nice.

Very nice people, lots of flavors to choose from, very good ice cream it's thick and fluffy
Over all a great experience will go more often than usual stores

I have ordered ice cream cake for my son it meant to be ready at 12: 00pm I was at shop 12: 30 it wasn't ready they went out to get some ingredients to decorate tope of ice cream they said it be ready in 15 min now its 1: 12 pm they have no box to put the cake in it so they went to buy the box.r u kidding me how u run a business like that

Took my grandson in for icecream 2/1/2021 are you people arrogant or ignorant? Put on a f@#&ing face mask and gloves. And it might not hurt to do a course in customer service, you are serving icecream to children! The very least you could do is be polite. You are rude and should consider a career change. We will never return and will never reccomend!