Cold Stone Creamery

Me and my mother went here to celebrate her birthday and were really disappointed. The moment we walked in, there was a strong, foul, moldy smell. The floors looked dirty, and there was dried ice cream under the chairs (I kept accidentally touching it). The candy containers were all covered in fingerprints and looked like they hadn’t been cleaned in a while.

The worst part my mother found a brown curly hair in her ice cream. We threw it away and ended up going to one of the Anchorage locations instead, which was much cleaner and had great service. I really wish we’d read the reviews first because it seems like this kind of thing happens often at this location.

This place is horrible made a on line order gave them a hour to have my order ready for pick up I got there nothing was done what’s the point on making a order for a time to be picked up if you still have to wait when you get there never going back there again

This location seriously needs attention. The store smells strongly of expired dairy and possibly mold. The cake case is always empty, and the place hasn’t been updated since around 2013 , it looks and smells worse every year.

The staff are often rude or unprofessional. I once saw a teenage employee accidentally stick his finger in someone’s ice cream, look around to see if anyone noticed, and still serve it. That’s completely unacceptable, they play really loud rockstar music in the back and you have to scream just for them to hear you, is that really acceptable music to play at a family shop where kids and families go to enjoy there time? Theres always 1-2 people with AirPods on while there helping customers, is that really what we’re training our employees to do now?

none of the employees wear hairnets, and I’m constantly finding hair in mine or my kids’ ice cream, or on the mixing stone. They’re often out of milk,ice and bananas , which makes no sense, why have menu items you can’t even make because you don’t have the basic supplies? You guys are literally across from cars it’s not that hard to walk there and buy some.

They spray there simple green around the mix in stone which is a very good way to hurt customers, one day Someone’s gonna get very sick.

For the last 3 years on September 5th I have tried getting a cake for my son’s birthday and it’s either always not ready or never even made. Place isn’t worth it, place should be demolished and changed into something else and with an owner that actually maintains and cares for the business.

The “manager” there barely seems to know what he’s doing whenever I ask a question, the answer is usually, “uhhhh, I don’t know,” in a monotone, unhelpful tone. It’s disappointing that a manager at what should be one of the best ice cream spots in Eagle River lacks basic customer service and social interaction queues.

The only employee who ever made this place feel pleasant left about I think 4-5 months ago, they practically lived there every Tuesday and Friday when we would go in he was always there, being polite, greeted customers, cracked jokes and kept everything clean. Since they left, it feels like the store has completely gone downhill.

There’s almost always a big puddle of water sitting in the back with rags thrown over it. I’ve seen it multiple times when visiting with my family. The whole place feels unsanitary and neglected, I guarantee if you look in there back area from where they are supposed to keep there cakes for customers to buy you could see the big puddle on the back.

The owner really needs to step up, address the smell, and start taking customer complaints seriously. Something’s clearly not right here,and it’s driving people away.

Would not recommend bringing your family here unless your fine with eating in a place with poor customers service, a bad smell and probably expired products and mold.

The kid making our icecream didn't listen to what we wanted. Asked for a waffle bowl, got a cup. Didn't even get a spoon. Tried to give him another order and he tried to make it before I could even spit out words. Acted like it was a nuisance for us being there at his place of work. If you don't want to be there find a new job.

Walked into this business and the 1st thing I noticed was a bad smell, not well cleaned. The containers where the toppings were held were dirty. I think the owners need to do a walk through and do a deep cleaning and do a better job providing a cleaner environment. I will not go back there.

At 4:30pm on sunny Sunday August 17, poor worker was left all alone to attend to the long lines at this store. It was only his 3rd day on his job, despite having co-workers in the back, no one bothered to come out to help him. Everyone in line saw atleast 2 other employees in the back!
Management needs to do a better job at staffing because everyone in line felt sorry for him and wanted to tip him only but he said all tips are shared among his co worker. there was nothing anyone can do in line besides telling him verbally he was amazing!

Made me sick to my stomach.

Big shout out to Jace! Always friendly. Always on top of things. Makes great ice cream. And thank you to James for all your help as well. Definitely a great place for ice cream or ice cream sandwiches. Their cakes are pretty good too.

Rude teenagers running the place. Good luck trying to get a correct order in a timely manner. They close restrooms and hour before closing. Don't waste your time or money

Great place for ice cream. I had a created version of rocky road and added Carmel & Heath Topping on Top. It is really good icecream, I do enjoy it. Over all for the medium cup it was 9$ and added toppings. It was about the experience and the moment. Sometimes you just have to go out and enjoy icecream with others. It does restore you. I would give it a 5 but the price was high. I posted 12 photos for you to see what they offer.

Atmosphere: 5

Food: 4

Service: 5

Recommended dishes: Mix & Go Create Your Own Creation

Every time I show up there is a long wait. One person preparing the ice cream and two or three in the back. No sense of urgency.

Atmosphere: 2

Food: 3

Service: 1

I have been a loyal customer of Cold Stone Creamery in Eagle River for over 5 years, but my recent visit was nothing short of appalling. The customer service was absolutely abysmal. I requested a kid’s size ice cream and received a laughably small amount, barely enough to cover the bottom of the cup. To add insult to injury, when I asked for a spoon, I was met with an eye roll and disrespectful muttering from the staff.

This is by far the worst experience I’ve ever had at this location. Such poor treatment of customers is unacceptable and frankly, embarrassing for a brand like Cold Stone. Management needs to contact me immediately to address this issue and ensure it never happens again. This level of service is a disgrace to the Cold Stone name and needs urgent attention.

I recently had an interesting experience at Cold Stone Creamery that left me feeling a bit disappointed. After placing an order online and paying in full through the app, I arrived at the store to find the open sign turned off. Upon entering, I noticed two employees engaged in a personal conversation, which is understandable given the lack of customers at the time.

When I inquired about my order, they seemed a bit confused and had to check on it. It turned out that they were missing several toppings that were listed on the app. It was frustrating to realize that the app inventory wasn't up to date, leading to confusion and disappointment when my order couldn't be fulfilled as expected.

Ultimately, the only option offered was a basic vanilla ice cream with a caramel swirl, missing the additional toppings I had paid for. While they were unable to refund the extra topping charges, I left feeling unsatisfied with the incomplete order and lack of options available.

Although the employees were friendly and tried their best to accommodate the situation, I couldn't help but feel let down by the overall experience. Unfortunately, this visit to Cold Stone Creamery fell short of my expectations, and I am unlikely to return in the future.

Atmosphere: 1

Food: 1

Service: 1

Food quality is fairly standard. The management only had one employee working on Sunday night. Kid was doing fine, not the fastest, but not overly slow. Line was 45 minutes long and most people just saw the line out the door and turned away. People even left while making it halfway in line. Then online orders were prioritized over people in line. Employees never even addressed the issue to customers, just awkwardly silent trying to avoid conflict. Just poor management. Will not return, ever

Atmosphere: 1

Food: 4

Service: 1

It's ridiculous that no matter what size you order, the same amount of mix-ins are added. For instance, if you order a quart of a flavor that has cookie dough, you get one cookie - just as when you order a smaller size like a "like it". Extra cookies are an added charge. I've never experienced this at any other location - the amount of each mix-in is dependent on the size of your order. I will keep my business at Marble Slab.

Atmosphere: 2

Food: 1

Service: 2