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It's both. Commercial ice cream is either overchurned to add more air, making it lighter and softer, or uses a lot of additives. You have to buy "premium" brands to get real ice cream, or get it from a local ice cream place.
It also sounds like your freezer is not cold enough. I know because I'm dealing with a similar issue. My freezer is cold enough to keep everything frozen, except ice cream. My freezer was only getting down to 20°F which is cold enough for most things, but ice cream needs 0°F to stay frozen/hard. It's time to buy a new freezer.