Cold Rock

Twice we have tried to utilise the Uber promotions & discounts for this restaurant, and both times the order was accepted and then unfulfilled. (The first order was cancelled, the second they sent 1 out of 6 items and the item was missing half of the ingredients). Either the ordering system through Uber is faulty, or the people at the restaurant aren’t honouring the requests, but at no point did the restaurant attempt to contact us to communicate why our orders aren’t being fulfilled. Even if Uber is to blame for the technical issues, it is the restaurant’s responsibility to either uphold Uber’s rewards, or at the very least explain to us directly what the issue is. The point of Uber’s rewards system is to attract customers to the store, and incur repeat business; by refusing to fulfil orders, especially without explanation, ColdRock is alienating customers that would otherwise enthusiastically return.

Poor service ,very slow, lack of product knowledge and inexperienced staff. For 3 orders I was here basically for 30mins . This is excluding the wait time which is 15m . What a joke. I had to keep repeating my order and he still managed to get it wrong. I ordered a pretty basic regular cholate with oreos. He charged me $1 for one (1) pc of mini oreo on a regular size ice cream. The pricing for a packet of oreos 220gms is $2 which means he overcharged me. .He also managed to stuff up my order again when he didn't know what the ingredients for a banana split which was one of my orders. I told him to have a look at the picture posted on their wall. And he also didn't know rhe pricing concept. He thought he had to charge me extra with the toppings for the banana🍨 split and this was as also confirmed by a so called senior employee. Not until I demanded who was running the business that night in which the manager advised his staff that strawberry topping are included in the pricing. When I got home the ice creams all melted it wasn't very pleasing to eat. I only reside 5mins from the place. I sugguest try checking out the Newmarket branch very efficient staff over there . It goes down to proper training and hiring quality "can do" attitude staff.

The Cold Rock Clayfield store is situated amongst a few other fast food places on a busy intersection in Clayfield. The good thing is there is ample parking and there seems to be a good turnover of car parks as people come and go to buy ice cream. It's the middle of winter and people are happy to by large containers of ice cream to take home and enjoy. I rock up with a mission. I want to try some milo ice cream. When I get in the store, the staff are all smiling and appear happy, albeit, busy with lots of customers to serve. The process of ordering and making up the orders appears to be efficient and friendly. My turn comes up and I ask for milo ice cream and ask what would be a good mix in. White Tim Tams are suggested and I go with it. It turns out milo ice cream and a white chocolate Tim Tam crushed in it is amazing. I loved it. I'd do it again and again I reckon. As I eat my ice cream from a cup, I'm amazed at how busy this store is in the middle of winter. Albeit, a Brisbane winter isn't like a Canberra winter, but still, it's winter. I'm happy to keep coming here.

We ordered saturday a white choc, macadamia and double choc. We received the order and a note stating there was no choc an substituted for Ferrero. We do not like this flavour and it was melted into the others. Not pleased at all. Would rather a call to notify so we had the choice, not you make the choice for us. Still yet to receive a response that was through messenger, email and numerous phone calls. Hopeless crew here.

We're long time customers of this particular Cold Rock and every time we leave the store we're usually disturbed by the level of incompetence. Tonight was no exception. Asked about a flavour that wasn't on display, was told it was out the back. Asked if would be able to have some of that flavour, staff member begrudgingly went and got it. My partner asked for a two scoop cup with 2 mix ins. The person who made it mixed up too much ice-cream with the mix ins, and instead of just putting it in a larger cup, separated some of the mixture and put what they could into the two scoop cup, effectively leaving a third of the mix ins on the bench. Oh and we waited about 5 min before anyone acknowledged our presence when we got there. And there was about 5 staff behind the counter and one other customer in the shop. We're done guys! Best of luck with future projects.

We made an order for birthday cake and paid it in advanced. Received a call from owner after 2 days, saying "we paid less for that particular cake and more money need to be paid. I asked very simple question, "if your staff made a mistake, that I should pay for it. He started yelling and start using very bad language. Than I simply canceled my order and got my refund. All over this he lost a customer and never and never again give my business to them. His staff aren't well trained and he (owner) needs to learn some human skills for talking to customers.