This place is good. The ice cream is fresh and has some really tasty unusual flavours (I had Taro one day and it was delicious). The cookies are also quite good. It's a bit pricey but worth it for a splurge night.
The only thing holding this place back from 5 stars is the chaos that is the front of the house staff. There is consistently a huge line, which could be tightened up even slightly by simply having some form of organization. Right now it feels like total chaos with a number of staff standing around when they could be doing something.
I was recently at Earnest Ice Cream in Vancouver and the line was easily longer and moved four times more quickly because it was streamlined.
I admit there have been several times in recent months (we live around the corner) that we've decided to skip this place because we couldn't bare the wait. I don't mind waiting a bit but a one hour wait is out of the question.