It was busy on a Saturday night but they did a good job of serving customers efficiently. I got Traverse City Cherry in a waffle bowl which was fantastic. Reminded us of Traverse city trip. We also got Mackinaw Fudge another reminder of Michigan. We sat and enjoyed our ice-cream by the led lit pool and fountains. A bit pricey but definitely good!

Extremely rude. We got kicked out for walking in with our dog on Sunday early afternoon. We agree with the policy and didn’t question it. But the manager was so rude, he communicated very poorly and straight up just kicked us out without offering other ways to service us. He wasn’t tactful, or friendly and didn’t offer any options. There were so many better ways to communicate their policy and service their customers without the need of being excessively rude. We were so shocked. We ended up going to the other ice cream place.

Cannot speak for the ice cream, but their truffles and candy were good. They need a better system; line for ice cream was wrapped around the inside of the store.

What is in their ice cream for the price they are charging. We walked in saw the cost for a sundae, or 1 scoop. Seemed really high so we went to the other ice cream store to try our luck there.

Visited Kilwins Grandscape twice during my stay in Frisco. The product was very good, and staff was prompt and courteous. I do agree the wait time was longer on the weekend, but the wait times at all the other food venues at Grandscape were also considerably longer during the weekend so nothing different there. Grandscape is a trendy, popular place, especially on the weekends, so plan for longer weekend wait times for everywhere you go. Definitely will be back for more ice cream!!!!!!!!

This place is one of the most amazing waffle cone ice cream stores I have ever tasted. The cones were amazing and their store smelled very sweet.

We were told we cannot taste any ice creams before buying, we were like ‘ok fine’Then my 5 year year old wanted an extra spoon, and they said they cant provide it. I even said i can PAY for it and they refused! Its like they are trying extremely hard to be rude to ‘certain’ people. I don’t want to use the R word and make them part of something bigger. At this point we were again like ‘ok fine whatever, lets just get out and enjoy the ice cream’, instead of fighting back(just like a typican Indian)But it gets even worse! My daughter dropped her spoon outside and I had to go back and ask for a new spoon for her. And as expected, i was refused again. So i just left the cup at the counter and asked the guy to try and eat it with his bare hands and left the place.

Pricey icecream, not many flavors and always limited staff, you have to wait for 30 min to get your turn and those guys dont even care. Slow service. I would rather buy icecream at brums

This is some gourmet stuff, Jimmy! They serve real ice cream and the service was really good. Its expensive, but your are paying for the ambience and location. If you love ice cream and are here, definitely give this place a try.

The staff is polite. Went in on a slow day, and thought they had wonderful customer service. Recommended other places inside of Grandscape to check out, as well as other parts of town. I most definitely will be coming back.

Good caramel apples tastes just like my grannie’s

I had the BEST caramel apple of my LIFE from here! The store was busy and I had to wait in line but the people working were very friendly and helpful. Try the coconut crunch Ice cream, its my favorite!

Ice cream is good but customer service is horrible. We asked for extra spoon and they told us they have to charge for it.. seriously??

This place is Garbage. Couldnt even eat what I bought, and they knew it was bad and still sold it. NO CUSTOMER SERVICE AT ALL! Even escalated to home office with no solution. Kilwins clearly has proven to me that keeping a customer is of no importance. I would give you no stars if I could.

Unfortunately there was an error with the registers and I was charged multiple times for the same order. When I called to settle the matter I was told (sarcastically) that there is nothing they can do. Honestly, I would have been happy with a simple sincere apology. I can’t say that the chocolate or the Ice cream were worth the eventual outcome.

Amazing ice cream, really cool to see them cooking all of the stuff in store. Will definitely be back!

Just received a couple of their Dark Chocolate Bars - So Good...cant wait to check out the store for myself!!Its Carmel Apple Season - here I come!!

Really good waffle cones, but extremely over-priced. $7.99 for a single scoop cone and $9.99 for a double scoop cone. There was no line system at all, which makes ordering and paying very inconvenient as you are talking and ordering over someone elses shoulder and reaching over them to pay. So much potential in that location, but need more organization and better prices.

Pricey ice cream and shakes. Zero customer service .Seems they don’t care about their regular customers. Never back again.

Cindy has very poor customer service. She was rude and disrespectful to my fiancé. She moved another customer in front of us and told us we need to move. She had an attitude and kept rolling her eyes at us. The ice cream was great but Cindy was horrible. If Cindy is there when we return another time, we’re walking straight out!

Lame. Mediocre ice cream for a high price.Chaos inside, slow service, No kids sizes options, high prices, ice cream honestly wasn’t that great :/Better off going to Braums.

I’ll make this short because attentions spans.This place is laughable. Atrocious customer service, slow as molasses, severely over priced.. oh ya, and if that wasn’t enough THEY CHARGE EXTRA FOR A PLASTIC SPOON 😂 Take your business around the corner to the Baked Bear. I will never be back

Very nice coffee.. great ambience!!

There is no single sweet thing about this place except the smell from outside that makes you think that you will have the best ice cream but it is all from the rude people there to the overpriced ice cream and i swear any store bought one will be way more better from the cone that resembles a stoneIT DOES NOT WORTH

This place is not good. I asked for a sundae and I got a waffle cone bowl with melted ice cream and caramel, no whip cream or toppings, I had to ask for it and was told sure if that’s what I wanted, I said I asked for a sundae! My husbands single scoop was half melted goop half ice cream and so was my daughter’s. And they still charged me 20 dollars. I will never return.

I love Kilwins and have visited their locations around the country, I was thrilled to know there is one so close to home. I would give this place 2 stars or maybe 3, however considering how imperative this issue is, I will give it one star in hopes for the owner or manager will correct it ASAP.I just left Kilwins because customers are eating their ice cream inside without masks, the manager continuously is pulling down her mask to speak to others and has her mask below her nose. I only saw one staff member wearing gloves and had to request the person helping me to wear gloves before serving.Whoever is in charge, please take this pandemic seriously and do your part in slowing the spread. Have your customers wear masks above their nose before entering the store. Do not allow them to take their masks off in order to eat. Make sure your staff is wearing gloves and masks.

Super rude staff, horrible customer service

The waffle cone bowl was fresh baked and tasted amazing. The ice cream was good (the peppermint ice cream was great). The place overall is clean and smells amazing inside.

Fantastic ice cream (among other awesome sweets) and even better service. 5/5 all day.

1 whole hour of waiting, 7 dollars for a single cone icecream.... Braums is the better place

Disgusted and shocked. They charge a dollar for a spoon.Don’t waste of your time going here.

Today we were celebrating my older sisters birthday and she wanted to stop for ice cream after we visited Andretti’s.We thought we would have a great experience as we did everywhere else we visited today but we can’t say the same for this location. Upon entering the store we weren’t not welcomed with any kind of customer service.At one point one of the workers looked up and saw us and proceeds to walk to the back.While still standing in front of the careless employees, we still have yet to been greeted or even acknowledged.My sister then becomes vocal and let’s the crew know that it would be nice if some kind of attention were being paid to their guest, but to no avail we still haven’t been greeted or helped. At this point I’m done with the sub par customer service of this establishment and being to walk out with my family and I, and no one still acknowledged our presence.This place sucks plain and simple. And I’m pretty sure this wouldn’t have happened if we were of Anglo Saxon decedents.SMH

I asked for 2 extra spoons and the young male worker replied “there might be a charge for extra spoons, $1 is that ok?” I just agreed since I had my waffle bowl ice cream. He then rang me up for $1 nuts so I asked him it’s not showing as spoons. He said “oh that’s how we charge” rip off. Never going again thank you.

Ice cream was flavorful with a wide variety to choose from. The service was mediocre, the girl working the counter clearly did not want to be there

If I could give zero stars I would. I am pregnant and drove from Aubrey to The Colony for a caramel apple, over 30 minutes. First of all when we went in we weren’t greeted. There was no sense of urgency to serve us and no customer service whatsoever. I drove almost all the way home and looked at my apples to find the owner, or whoever Rolando is, placed newly dipped caramel apples in paper bags with no wrapper or lid. The caramel transferred off the apples onto the bags. When I asked for a refund he asked for me to drive all the way back to The Colony and even had the nerve to insult me by asking me to bring the apples back. As if I am looking for a freebie. How are you an owner and just throw customers food items in a bag? I feel very disrespected and feel maybe he may have been profiling and only wants a certain ‘type’ of customer in the store. Next time I’ll take my business to the Plano location where they know how to treat EVERYONE with respect.

Unfortunately I checked google and it said they were open. I drove over 20 min in hope for some ice cream and they were closed. Even the hours posted said they should be open. They weren’t . I understand the pandemic but still. Really sucked

Friendly service and AMAZING ice cream!

The ice cream is good, but over priced. Prepare to stand in line for a while as the service is slow

Super nice people. Let us try whatever flavors we wanted. All around good vibes and great people ! Delicious ice cream 🍨

As a diabetic, I appreciate Kilwins for always having a no sugar added flavor available. Unfortunately I am not able to have any of their other flavors, but if the no sugar added one is any indication, Im sure they are all delicious!

Loved the ice cream sundae

Closed 10 minutes earlier than posted time on door. Called the store and asked what time they closed. They confirmed they closed at 9 PM but it was 8:50 PM when we called. The person who answered the phone was rude when we asked why they closed early.

We LOVE Kilwins ice cream. I got my waffle bowl of mint chocolate chip, walked out the door and dropped it on the ground before even taking my first bite. An employee saw what happened, ran outside and insisted on replacing it at no charge. He made my day! We will be back for sure!

Lauren and grace were the best the were quick and nice. Also the ice cream was GREAT best ice cream shop in dfw highly recommend. 😀

Over priced ice cream. It is basic and decent.

Ice cream was 5 star. Fudge was dry and grainy 1 star. Employees 5 star.

Good ice cream and great selection of chocolate!

They have Superman ice cream! Its an adults... I mean... kids paradise.

Filled with candies, cafe, pastries, fudge and ice cream, this place is clean and yummy!

Great ice cream!!!!! And the milk chocolate waffle cones were delicious!!!

Always delicious!