Creams Cafe Medway Valley Leisure Park in Medway

Awful experience. Our group of three adults and one three year old were the only seated customers. The child’s order was at least 15 minutes later than the adults, and the staff member stopped three times to serve walk in customers. Need to allocate staff appropriately and think that perhaps serving a three year old first is a better plan than after the adults….not impressed at all.

Ordered at 19:50 and only two items. delivered at 22:30. Tried calling restaurant multiple times and no answer originally said would be a 40 min wait.

Very late, cold waffle, melted ice cream

The service i received today was applying! After ordering at 18:30 it arrived at 22:15. Pretty much three hours. The food was stone cold! Unwanted and i had left my boyfriend’s house! Completely upsetting and a ruined evening! being told there was nothing i could do, no contact information to rectify this complication and no ability to cancel or get a refund. Unless this is solved will not be using again.

good ice creams but coffees were cold

All I bought was 2 milkshakes and it look over an hour to arrive, and they kept pushing the time back when it originally said it would take max 35 mins! Not happy

Dear Creams Cafe Management, I am writing to express my deep disappointment with the service and behavior we experienced during our recent visit to your establishment. My family and I, along with a few friends, decided to have a quiet evening out as part of a farewell gathering. After bowling, we stopped by Creams Cafe for dessert, hoping to enjoy the rest of our evening. However, our experience was far from pleasant. While some members of our group ordered desserts, a few of us were taking photos and videos to capture the moment, as it was an emotional and significant time for our family. During this time, my fiancé and I were abruptly approached and accused of filming a young girl who works at the cafe. The manner in which this was done was incredibly rude and accusatory, leaving us shocked and uncomfortable. I fully understand the importance of respecting people’s privacy, but I want to clarify that we were in no way focused on recording any staff members. The photos and videos we took were of ourselves and the occasion we were celebrating. When we showed these to the manager, Ali, he did apologize for the misunderstanding. However, this does not excuse the behavior of the young girls involved, who were not only disrespectful but also extremely unprofessional in how they handled the situation. As customers, we expect a certain level of service, especially in a family-oriented establishment. The attitude we encountered was completely unacceptable. While I recognize that misunderstandings can happen, there is a way to approach situations tactfully without alienating or offending your patrons. The staff’s rudeness, along with the loud and inappropriate conversations they were having amongst themselves, was unprofessional and ruined what should have been a special evening for us. If my children had been present, I can only imagine how upsetting the situation would have been for them as well. This kind of behavior is damaging to your business, and it’s critical that your employees understand the importance of treating customers with respect. We are adults in our 30s; the notion that we were deliberately filming young staff members is not only absurd but insulting. I would like to formally request a refund for the desserts we purchased, as the experience left us feeling uncomfortable and disrespected. Furthermore, I believe an apology from the staff members involved is warranted. No customer should leave your establishment feeling the way we did, especially after being falsely accused of inappropriate behavior. I trust you will take this complaint seriously and address the issues with your staff to ensure future customers do not experience the same level of disrespect. Thank you for your attention to this matter. I look forward to your prompt response. Sincerely, Sophia Green

Miserable staff. They all look like someone shot their puppy. They sent food out with big gaps so some of us had finished before anyone else was served. When the ice-cream came it was half melted. The hot crepes were cold. And they totally forgot one of our orders. Totally useless.

my wait time went up about 5 times each by about 20 mins. food was then cold when i received it

Terrible service. Order didn't even turn up,said it had been delivered after waiting for it to prepare for over an hour. Do not order from Rochester creams it is truly awful and it was meant to be an anniversary treat. Really disappointed.

tasted absolutely delicious, but didn't get my brownie, or chocolate sauce on the inside of the cup, no sprinkles on the edge or whipcream. Could have made it better myself. partners milkshake tasted amazing, looked like milk with sprinkles, nothing like the picture. the piece of cake was the size of half a matchbox, my nans nickablocka glory, 3 slices of banana, 3 strawberry slices, basically ice-cream, next to nosauce very disappointed in appearance + portion size + missing item but delicious.

Everything leaked and was cold

Ice cream is nothing to write home about. Should be next level as it is an Icecream restaurant. The 'Thick' milkshake is like milk consistency, but it was tasty. The restaurant was hot and muggy, someone needs to turn on the AC! We stood outside, which sucked as all you could smell was the pot smokers!

First, I was sceptical ordering in Creams-Rochester due to the bad reviews I've read but to my surprised it says otherwise. I had an amazing experienced. Not to mention, the delivery guy was excellent. Item as described. Fast delivery 👍

Definitely order again perfect for girls night

Think I've seen busier deserts.

Came in on a Thursday day time so no customers actually in the restaurant. Served and got my order really quick and staff member was friendly

Food very cold, milkshake melted and runny, very disappointed

I was concerned about seeing the 1* reviews but my experience was a good one thankfully. The food was fine. Service was quick enough but the staff aren't exactly friendly. The seats are ripped and patched, it isn't a good look.

Absolutely horrid stench coming from the outside of this place. I assumed it was the smell of the Mcdonald’s which isn’t far from this area, so I brushed it off. I ordered an oreo waffle and not to even mention it 1 hour to get delivered to my table, as soon as I took one bite, I felt something crunchy. I looked down and there was a massive rats tail hidden in my food. I told the staff and none of them seemed to care, no refund. All I got was my waffle remade that took at-least another half hour. Disgusting place. As soon as I left I saw rats in their bins, so be cautious if you decide to come here, as there is a serious rat problem that they need to fix. Worse place I’ve ever visited.

Need to amend the opening times at the rochester branch. I work in retail and I am under the assumption that my closing time is 6pm so I'm open to customers up till this time. Not to turn up 20mins before close to order an ice cream to be greeted my a member of staff that may as well of had his bag on his shoulder to get out of the door. Didn't even have the decency or respect to stand there in front of me to tell me they are closing, he thought a mumble while walking out the back was adequate for a paying member of the public. I've also decided to edit this review after reading a couple of others. Seems like I share the same experience of others that found that the branch is unwelcoming and don't want to enter a conversation with their paying public.

Food from Creams never arrived, someone else's food from a different restaurant arrived. When I phoned Creams the person on the other end was rude and unhelpful , one more customer lost.

We were looking for a place to go for a quiet drink in the area. We weren't really there to eat, but we did try the savoury snacks (not many to choose from). We had the popcorn chicken in waffles. It was horrible. A tiny piece of soggy chicken in the middle of a waffle with a bbq sauce dip. We also had the nachos with cheese and jalapeños. You couldn't go wrong with that. Regular nachos drizzled in the normal cheddar sauce you get anywhere and chopped up jalapeños. Simple and couldn't go wrong with the nachos. Although we didn't have anything sweet I imagine they would be nice as the waffle coating the chicken was light and fluffy. Toilets were not very clean either. Quiet area on the river with parking.

First of all the food was meant to be here at 21:45 I didn’t get the food until 22:05 and once it was here the food was cold and I had to heat it up in the microwave, I don’t think the driver used a bag to keep the food warm and just took it in the bag given by creams, this all lead to a pretty poor meal.

RAN BY MORONS!! Absolutely disgusting service!! Went in for a take out collection, before leaving I asked if everything was there and was told yes. Make the 15 min drive home only to discover the waffle i ordered was not there (only the most expensive part of the order to!). Called the store to get a refund but ended up with an idiot Asian speaking “supervisor” who claimed they cannot process refunds but I could go back and collect the forgotten order!! What company cannot process a refund for their error!? The guy refused to give me his name so I could complain and when I asked to speak to the manager he claimed they had left and he was the supervisor….. ok well you can barely speak English, have no concept of customer service or any clue about refund procedures…. So if this is the level of ability needed to work here, I can see why it gets so many bad reviews now. Avoid and spend your money elsewhere!

The driver was very kind and the food was tasty

Crepes was freezing. Bubble tea had no bubbles in it. Absolute joke

The only bad thing was a little bit of the crepe was on the edge but other than that it was early and the man was very nice

If I could give zero I would. What the hell do they employ in that place. Waited 50 minutes for two cookie doughs. They was all looking at each other then realised they had forgot me. No sorry no nothing just oh here we go. All the staff looked like they didn’t want to be there and the customer service was shocking. Not the first time Iv had terrible service from here I let the off the first time being a one off but now I certainly won’t be returning. This branch really lets the cream franchise down. Needs looking at asap

time for delivery kept changing.

Delivery driver was the most rudest person, didn’t say anything, ignored me when I said hello and chucked the delivery in my hand, I did have a £5 tip ready for him but he got nothing!!

Bit of a sad end to an evening out, the food was ok, nothing special but ok, with exception to their caramel apple crumble that was very dry (we could of had cream with it but when it arrived we were told that would be extra so didn’t bother). When I went to order I waited patiently, then a family that had been standing a good distance from the counter on their phone just stepped in front of me and we’re served straight away, while I still had to wait so I was not impressed with the service. On top of this we did not see any of the staff as much a smile the whole time we were there, it’s like none of them were happy being there, with no effort to make a visit to this establishment a pleasurable experience for the customer

Creams never included the scoop of flavoured ice cream that is mean to come with most desserts just a plain ice cream is sent

The food was cold and it was 15 mins late when I chose a specific time. And they barely put any toppings

Omg, the worst place ever. The staff are rude and do not acknowledge your presence. Bottled water is 3 quid!!!! The children's menu is just scoops of ice cream, if they want pancakes then you have to buy adults pancakes. By the time my waffles came everyone else had stopped eating. Cutlery was dirty. Won't be returning.

The delivery time kept changing on the app and when rang the restaurant to query this the person on the other end wasn’t very helpful. - the products delivered were good as usual.

Quick amazing service, lovely staff, amazing food

Missed out vegan icecream on order Mrs wasn’t very happy

Always enjoy a scoop shake with the girls

Good service, very polite staff :)

Been a few times before and loved it but not this time. Beware some of the reviews on here giving 5 star as they look like they’ve been paid for. On Facebook, currently 24 of 26 people do not recommend this place. Staff were unwelcoming. Didn’t even say hello when ordering just waited for me to speak. Food came out slowly: First the child’s ice cream, 5 minutes later my waffle, 10 minutes later the last two cookie doughs. The child’s ice cream served in a small plastic cup was a rip off for £6.95. My waffle was alright. Adult cookie dough was the same size as a child’s and looks absolutely nothing like the menu so we got a refund for that. Then found a large hair in the child’s cookie dough so got a refund for that. The place felt miserable and I wouldn’t be surprised if it’s met the end of its time.

Just got a takeaway order, staff are rude and miserable. Looked like it was a hard job just to serve us. I would understand if it was 5 minutes before closing but it wasn’t.

the food was great but the bubble tea was awful. the tapioca pearls were crumbly and pale brown. the tea itself was very weak. ive had better bubble tea elsewhere. other than that, im happy with the food

Absolutely digusting service from both JustEat, Creams and Delivery person. I NEVER received my order and had £25+ stolen from me by these companies.

I ordered the coffee with a cake . It was very delicious and with reasonable price, I was very impressed with the service, quality of food and coffee. I will definitely be back and also highly recommend to others.

My food arrived extremely cold.

Amazing atmosphere and staff are really friendly. Would definitely come again!

Ali was brilliant - he is a credit! Service with a smile and nothing was too much trouble for him! Fast and friendly!

Really good atmosphere really good staff amazing ice cream

Excellent Ambience, Yummy Ice-cream Flavours and Delicious Drinks. A treat to be at this place always..

Great experience! Would Definitely Recomend And come Again

the food is very delicious and i enjoy going here!

my order was extremely late and when the order arrived it was very well presented. There was also no apology for the the service I received

Great service and staff was really co operative . Value for money Recommend for birthdays or anniversary party Better to book the table in advance

Lovely dessert shop ,nice freshly made waffles and gelato ice cream and shakes .visited last week,enjoyed a lot . definitely will go again.

Best customer service always with the manager always ready on hand to help with smiles.

Very good birthday party best dessert in town

The foods are well prepared and packed very well and the attendant is very hygienic and clean

Very professional, cost effective, amazing taste.

Nice place. Customer service is great. Will go again.

This food is so nice and delicious

Disgusting waited over an hour, absolutely stone cold and no answer from creams!!!!

The delivery time was quicker that expected, however I wasn’t happy at all with my food. It was cold and one of my ice creams was missing. I had even tried to call the restaurant numerous times since placing my order to ask if I could alter my meal a little bit however nobody answered me. I’m requesting for a full refund

Food looked like it had been thrown around! No toppings left on the crepe was all over the box and the crepe was stone cold. Originally meant to be deliver at 19.50 arrived 20.20!

Very unwelcoming, including the staff. Waffle arrived 15 minutes before the other 4 desserts. Pancakes were cold, waffle tasted of nothing but flour. The toilets were dirty, the place generally was not clean or welcoming. I’d definately not be recommending to friends & will sure be looking for a different cafe next time.

Well first time we have ever visited a Creams and definately won't ever visit this branch again. Staff were awful, so unfriendly! They all looked so fed up and unhappy! Not one of them was welcoming or even smiled. Went up to order. They all carried on doing what they were doing looking glum. No one rushed to serve us even though hardly any customers there. Guy who served us didn't even greet us? Just stood there! Server who brought our foid & drinks over never smiled,was just a horrible atmosphere! Yes i know its an ice cream based shop but in this day & age shoukd be more vegan choices including milkshake plant based flavours like vanilla would of been nice. The vegan waffle was flavourless. So many other places do so much more for vegans. Horrible experience!!

absolutely stone cold. Food went straight into the microwave and tasted average. What a waste of money. How does it take over an hour for a waffle to be made and delivered??

I cannot give less otherwise I would. Overpriced, staff are moody, cheesecake was old and dry and had hair on top.

My food was cold and looked like its been sitting for a while

stone cold & flopped at the end of the box as it was on its side.

2/2 times now, what I received is not what was advertised on their uber eats, they’re food fishing people.

Avoid! Dirty, run down and staff who couldnt be more unenthusiastic if they tried. My daughter was excited because it was her 4th birthday, so told the 2 members of staff behind the counter and they barely looked up. Ice cream was average at best. Menus old and dirty, holes in seats.... dont even think about using the toilets.

Definitely a place for the sugar lovers there's no denying that one!🧇🍨💖 The desserts there were delicious and the staff members were very kind. Wish the place was cleaner though particularly the tables. Otherwise nice sit in.

Food great but missing a gelato and soft ice cream

Food made too early, therefore when turned up it was stone cold. Creams Rochester very rude offered no compensation considering I had to come out and collect a fresh one myself. I am disgusted.

The time kept changing and was over an hour. When driver left the restaurant they turned off data so couldn’t be tracked and took around 40mins to get to me, by which time my food was stone cold and the ice cream had melted!! Not impressed!!

Got completly wrong order delivered to my house, when I shouted down the driver he said it's what he was given

Food didn't even come..... it says delivered and nothing has even arrived 🤣 what a joke

Wrong items delivered! What’s the point!

i ordered my waffle at 3:30pm and it arrived at 5:20, it’s freezing cold too!!

Food was cold, and delivery was late.

The order came 55 mins after I place the order meaning they were 25-30 mins late and the food quality had decreased by the time I received it.

Waffles and crepes stone cold Delivery time kept changing.

Missing items, check your order when it's delivered

Justeat customer service is trash, don't bother using them it just leads to issues

JUSTEAT customer service is trash, don't bother using will save time an money going to get it yourself

Driver was rude, I don’t live at the address but it has a ring door bell that I don’t have access to, he only rung it once and didn’t knock, then complained that I didn’t answer and told me I should have been quicker and keep the lights on. Didn’t expect that sort attitude considering the drivers are usually very polite

Extremely slow service. We waited for 2 scoops of ice cream 20min. The place was empty. I would not recommend this place. It is waste of money.

Delivery was terrible original delivery time was constantly delayed and for nearly £10 a cup of ice cream that had virtually melted definitely not going to order again!

I do not recommend this creams. I think that it is clearly quite dirty, the place doesn’t look clean and the kitchen is always messy with food everywhere. The staff are very blunt and don’t say anything really and seem like they aren’t that bothered about customers. I do love a creams and on a light note the food is generally okay here it’s not the best I have had at a creams but it is still tasty.

Food was stone cold this has never happened before please get back to me with a reply.

Order was incorrect from creams and sticker on bag was tampered with.

Was really disappointed in the toppings on the waffles I received. Had the tiniest amount of sauce, thw strawberry one only had 1 cut up strawberry & thw oreo one looked like 1 crushed oreo. Disappointed kids won't be ordering again.

We stood waiting to be seated for a while only to be told to sit wherever we liked. Only had one menu for a group of 4. Food comes at all different timings meaning you cannot eat a nice meal together. The food was nice though.

All good apart from the large Oreo shake was missing, I would like some money back.

Not a great experience, food was ok but service from all the staff was terrible to be honest. Wouldn’t go back. No customer service skills at all

cookie dough arrived stone cold & late, milkshake just tasted like normal milk and very watery

The time kept changing by the time arrived ice-cream was melted

nice place, typical creams, but i didn't like the service, they work incomplete and slow, i couldn't make the payment process and there is a very stuffy atmosphere

they box was on its side and the doughnut everywhere