Said they were understaffed and closed at 10 instead of 11 even though there were 5 visible staff in the front of the store all goofing around. They even hung up in my face when I asked why they were closing so early. Very unprofessional, everyone acted like they donât have a care for their job, 0/10.
Beverly Mckinley
Coldstone in Homewood. Terrible!!! Found hairs in my ice cream and they would not refund my ice cream because no manager was there. The cashier called him on the phone and he asked my husband to come back Friday if he wanted a refund! We paid over $28 on ice cream (2items) and we've got to wait for 2 days!!! Bullshit!!! My recommendation; don't go there!!! Very disgusted!!!!!!!
Shaun Tallon
Why canât I give 0 stars?
We arrived tonight (7/18/2025) at 10:24 PMâonly three people in line ahead of usâand were told they werenât taking any more orders. đ€
For the record, the posted hours say they close at 11 PM. So I guess 10:24 is the new 11:00 now? đ€Ł
Disappointing and unprofessional. If you're going to cut off orders early, at least post it so people don't waste their time.
Jonaiya Dariuna
Yes I went to the HOMEWOOD IL location and one of the workers was changing out the ice cream without any gloves even though she had acrylic nails on thatâs basic culinary training, her thumb went inside of the ice cream and she still put it out to serve to customers very disgusting never returning
Elizabeth Zambrano
I attempted for over an hour to place a order for a cake online that I need three days from now. I kept receiving an error message. I cleared out the cache, changed browsers and nothing. I decided to call this location to make things simpler. First attempt there was no answer. I called again and a young lady picked up and told me there's no one to take my cake order to call again tomorrow. I was going to ask her a question and she just cut me off and hung up. Now I'll definitely not be spending my money on coldstone. Customer service is key in any business. To be expected when establishments hire young workers with no proper management or training.
Nitchka Robinzine
I always enjoy the ice cream here. Service was a little slower than usual but the overall experience was good.
Let's Stay Together Talk Show
The ice cream was melting because of refrigeration issues. The location just doesn't seem to have great customer service anymore and doesn't look as clean.
Brandi Gowder
I placed my cake order two days in advance and was told it would be ready in time. On the day of my daughterâs party, they informed me that their freezer had broken and they couldnât make my cake. They werenât sure when it could be ready but said they might be able to make it the next dayâthough even that wasnât guaranteed. They offered a discount if I chose a premade cake instead. I agreed and let them know what I wanted written on it. They told me it would be ready by 3 PM.
When I showed up, they said no one was available to complete the cake. The customer service was awful. The store was dirty, and both the manager and staff were rude. All four girls working were laughing and making jokes about why I was upset. It was my daughterâs birthdayâI just wanted everything to be special for her. We get a Cold Stone cake every year, and I usually go to the Evergreen Park location on 95th and Kedzie (or 13th and Halsted), where the service and quality are always great. Unfortunately, this Homewood location was a huge disappointment.
To make matters worse, while my daughter and I were waiting for our ride, I asked for the managerâs name. They told me I could have itâthen called the police on us. On my daughterâs birthday. A Black woman and her little girl, simply waiting. I was not belligerent or rude. I said âOK, Iâll leave,â and as we were walking out, the police came in.
No one should have to experience thisâespecially not a mother trying to make her childâs birthday special.
Reply to Cold Stone Manager
Dear Manager or Cold Stone Customer Service,
Thank you for your response to my recent experience at your Homewood location. While I appreciate the acknowledgment of how upsetting the situation was, I want to clarify that the issue goes far beyond a freezer malfunction or a delayed cake.
What made this situation deeply painful was how I was treatedâdismissively, disrespectfully, and ultimately as a threat, despite being calm and simply trying to advocate for my daughterâs birthday. The race of your staff or manager does not change how I, as a Black woman and mother, experienced the moment. I was humiliated in front of my child and left feeling unsafe on a day that was supposed to be joyful. Thatâs not just a customer service failureâitâs a violation of basic decency and dignity.
The offer of candles and a discounted cake doesnât address the trauma of having the police called on us while we were waiting for a ride. That kind of escalation was unjustified, and your response doesnât take accountability for that harm. If there is a genuine intention to reflect and repair, it starts by owning the full impact of what occurredânot by stating your staff acted professionally or that race shields a team from bias or poor conduct.
I would like to speak with someone who can offer a sincere and meaningful resolution. This is not about free cake or coupons. This is about acknowledging harm, ensuring it doesnât happen again, and treating customersâespecially mothers and childrenâwith the care and respect they deserve.
stephanie covington
My husband wanted ice cream we just happened to be in the area leaving a friend's house he knew exactly what he wanted we asked for half and half in an I love it cup the young lady scooped out more than half to fill up that small cup and when she scooped up the second flavor she carried it halfway across the counter and drop most of it on the floor she had to give my husband a bigger cup because it was overflowing in the small cup what are we really doing people ice cream was just okay service poor I guess all that ice cream is artificially flavored I'm not a fan will not return spent $17.00 not again
The crew in this shop are friendly, polite, and provide great service.
Panda Seven
The ladies working were nice, my treat was made with the ingredients I wanted. When I received my bag, the container inside wasn't closed properly so some of my ice cream spilled out and my container was messy. More attention to detail would be appreciated.
Sandra jeffries
My family got icecream. They said it was good
Bruce Banner
Everything was fine until left and started eating my ice cream which was in a stale waffle bowl, I didn't want to return for any hassle.
Raquel Seina
If I could give zero stars, I would. This Cold Stone in Homewood has been disappointing in the past, but this visit was on another level. The manager, slim lengthy dude with glasses, got into a screaming match with me over a simple issue that couldâve been handled with basic customer service. Instead, he was combative, unprofessional, and completely out of line. The store itself was disgusting. The floors were sticky, the counters looked like they hadnât been cleaned all day, and the bathroom? Honestly, Shrekâs outhouse wouldâve been cleaner and more inviting. It smelled terrible and looked like it hadnât been deep cleaned in weeksâif ever. While waiting for our order, we overheard employees talking about a mold problem in the back.Thatâs a serious health issue and something that customers should absolutely be made aware of. Oh, and to top it all off? There was a noticeable gnat problem. Bugs flying around in a place that serves food is beyond unacceptable. This place needs a serious health inspection and a complete change in management. I wonât be back.
Absolutely wonderful đ
Said they were understaffed and closed at 10 instead of 11 even though there were 5 visible staff in the front of the store all goofing around. They even hung up in my face when I asked why they were closing so early. Very unprofessional, everyone acted like they donât have a care for their job, 0/10.
Coldstone in Homewood. Terrible!!! Found hairs in my ice cream and they would not refund my ice cream because no manager was there. The cashier called him on the phone and he asked my husband to come back Friday if he wanted a refund! We paid over $28 on ice cream (2items) and we've got to wait for 2 days!!! Bullshit!!! My recommendation; don't go there!!! Very disgusted!!!!!!!
Why canât I give 0 stars?
We arrived tonight (7/18/2025) at 10:24 PMâonly three people in line ahead of usâand were told they werenât taking any more orders. đ€
For the record, the posted hours say they close at 11 PM. So I guess 10:24 is the new 11:00 now? đ€Ł
Disappointing and unprofessional. If you're going to cut off orders early, at least post it so people don't waste their time.
Yes I went to the HOMEWOOD IL location and one of the workers was changing out the ice cream without any gloves even though she had acrylic nails on thatâs basic culinary training, her thumb went inside of the ice cream and she still put it out to serve to customers very disgusting never returning
I attempted for over an hour to place a order for a cake online that I need three days from now. I kept receiving an error message. I cleared out the cache, changed browsers and nothing. I decided to call this location to make things simpler. First attempt there was no answer. I called again and a young lady picked up and told me there's no one to take my cake order to call again tomorrow. I was going to ask her a question and she just cut me off and hung up. Now I'll definitely not be spending my money on coldstone. Customer service is key in any business. To be expected when establishments hire young workers with no proper management or training.
I always enjoy the ice cream here. Service was a little slower than usual but the overall experience was good.
The ice cream was melting because of refrigeration issues. The location just doesn't seem to have great customer service anymore and doesn't look as clean.
I placed my cake order two days in advance and was told it would be ready in time. On the day of my daughterâs party, they informed me that their freezer had broken and they couldnât make my cake. They werenât sure when it could be ready but said they might be able to make it the next dayâthough even that wasnât guaranteed. They offered a discount if I chose a premade cake instead. I agreed and let them know what I wanted written on it. They told me it would be ready by 3 PM.
When I showed up, they said no one was available to complete the cake. The customer service was awful. The store was dirty, and both the manager and staff were rude. All four girls working were laughing and making jokes about why I was upset. It was my daughterâs birthdayâI just wanted everything to be special for her. We get a Cold Stone cake every year, and I usually go to the Evergreen Park location on 95th and Kedzie (or 13th and Halsted), where the service and quality are always great. Unfortunately, this Homewood location was a huge disappointment.
To make matters worse, while my daughter and I were waiting for our ride, I asked for the managerâs name. They told me I could have itâthen called the police on us. On my daughterâs birthday. A Black woman and her little girl, simply waiting. I was not belligerent or rude. I said âOK, Iâll leave,â and as we were walking out, the police came in.
No one should have to experience thisâespecially not a mother trying to make her childâs birthday special.
Reply to Cold Stone Manager
Dear Manager or Cold Stone Customer Service,
Thank you for your response to my recent experience at your Homewood location. While I appreciate the acknowledgment of how upsetting the situation was, I want to clarify that the issue goes far beyond a freezer malfunction or a delayed cake.
What made this situation deeply painful was how I was treatedâdismissively, disrespectfully, and ultimately as a threat, despite being calm and simply trying to advocate for my daughterâs birthday. The race of your staff or manager does not change how I, as a Black woman and mother, experienced the moment. I was humiliated in front of my child and left feeling unsafe on a day that was supposed to be joyful. Thatâs not just a customer service failureâitâs a violation of basic decency and dignity.
The offer of candles and a discounted cake doesnât address the trauma of having the police called on us while we were waiting for a ride. That kind of escalation was unjustified, and your response doesnât take accountability for that harm. If there is a genuine intention to reflect and repair, it starts by owning the full impact of what occurredânot by stating your staff acted professionally or that race shields a team from bias or poor conduct.
I would like to speak with someone who can offer a sincere and meaningful resolution. This is not about free cake or coupons. This is about acknowledging harm, ensuring it doesnât happen again, and treating customersâespecially mothers and childrenâwith the care and respect they deserve.
My husband wanted ice cream we just happened to be in the area leaving a friend's house he knew exactly what he wanted we asked for half and half in an I love it cup the young lady scooped out more than half to fill up that small cup and when she scooped up the second flavor she carried it halfway across the counter and drop most of it on the floor she had to give my husband a bigger cup because it was overflowing in the small cup what are we really doing people ice cream was just okay service poor I guess all that ice cream is artificially flavored I'm not a fan will not return spent $17.00 not again
Restaurantji Recommends
The crew in this shop are friendly, polite, and provide great service.
The ladies working were nice, my treat was made with the ingredients I wanted. When I received my bag, the container inside wasn't closed properly so some of my ice cream spilled out and my container was messy. More attention to detail would be appreciated.
My family got icecream. They said it was good
Everything was fine until left and started eating my ice cream which was in a stale waffle bowl, I didn't want to return for any hassle.
If I could give zero stars, I would. This Cold Stone in Homewood has been disappointing in the past, but this visit was on another level. The manager, slim lengthy dude with glasses, got into a screaming match with me over a simple issue that couldâve been handled with basic customer service. Instead, he was combative, unprofessional, and completely out of line.
The store itself was disgusting. The floors were sticky, the counters looked like they hadnât been cleaned all day, and the bathroom? Honestly, Shrekâs outhouse wouldâve been cleaner and more inviting. It smelled terrible and looked like it hadnât been deep cleaned in weeksâif ever.
While waiting for our order, we overheard employees talking about a mold problem in the back.Thatâs a serious health issue and something that customers should absolutely be made aware of.
Oh, and to top it all off? There was a noticeable gnat problem. Bugs flying around in a place that serves food is beyond unacceptable.
This place needs a serious health inspection and a complete change in management. I wonât be back.
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