Updated: I’m amending my review due to guest recovery. The was an effort made to earn my business back and that does not go unnoticed. I appreciate the customer care and the help from the store leadership. I can only hope my feedback offered a teachable moment for the young people who you employ. Revised to 4 stars for the way my incident was handled afterwards. Thank you for assuming responsibility and being quick to resolve the issue.
ZERO stars if this was an option! I ordered using the Cold Stone app. They used GrubHub to deliver. It took an hour from order to delivery. Upon delivery one of the scoops was half melted and the one pictured arrived EXACTLY how you see it. No, we did not dive in and eat any first. It was completely melted and only half filled. It was supposed to be a kids scoop but instead we received a full chunk of brownie with no attempt of mixing in and a faint white liquid in the bottom I am assuming they were passing off as the ice cream. I hate this location. It looks like they did not place it in the cooler while waiting for the driver to pick up. Every time I say I will NEVER return I always go back and almost immediately regret it. To add injury to insult concerning this experience, I called the store and was passed on to another employee without warning after explaining in great detail. 2nd person said she was the manager, she appeared to be unknowledgeable on how to handle the situation and unwilling to offer a customer recovery resolution. She offered to look into it and call me back. When she did get back with me, she stated I would get a refund for the one that was completely melted. No apology that it arrived that way or not any remorse for one person having to go without ice cream while the other was able to indulge. I have no idea how this place manages to stay in business because they have the worst employees ever. Right across the street Rita's has staff in the same demographic and they offer excellent guest service.
Ij Onuigbo
Yummy!
Its me, Nikki
The smell as soon as you walk in turned my stomach immediately. I couldn't even order anything, I had to walk out. Others did the same.
Tl Cooper
Always a pleasant experience.
Ehsan Bhuiyan
Horrible experience! t’s unacceptable! Those who works there irresponsible! People were waiting, and they didn’t even bother to communicate. Shameful behavior!
Miraculousgirl4life
Line was almost out the door and workers were moving slow, and gave me the wrong ice cream! I specifically asked for a Dough for it but gave me birthday cake. The ice cream was okay. Overall it’s mid.
Bobby Clark
We JUST had our 'first taste' for 2025 . . . coffee ice cream w/ chocolate chips, almonds, and marshmallows for her, 'Mint Mint Chocolate Chip' for me! We didn't make it out of the parking lot! 😀 The service was quick and everything was perfect! 👍🏿
Steph
This place is HORRIBLE!! I've ordered from them more than once via DOORDASH! SCREWED MY order up every time!! So I actually had to leave the comfort my own home to order, to Ensure that my Order is Correct! Definitely not a happy customer!!!!
msanijoh
I purchased ice cream today and they REFUSED to accept my gift card that was activated with more than enough funds available. Very strange I used the same card as well at the Dunkirk location last month with no issues. All I was told was “our machine always declines those particular gift cards” with no reasoning. If you have a “Go Enjoy” gift card that has multi food options on it don’t even bother going to this cold stone location. Unbelievable. It would definitely disappoint someone especially if they have no other way of paying for their ice cream.
Olivette Plunkett
My family and I came in to have some ice cream. There were two staff members initially they appeared very helpful. After we ordered and were about to sit down and eat our ice cream, I asked for a spoon. The young lady pointed to some spoons in what looked like a can. I looked inside the can, and it was dirty. At this point, I thought this could not be what she was referring to, and I assumed it was the can where customers put dirty spoons after tasting, so I once again asked if those were the spoons she was referring to. She said yes. I informed her that the inside of the can was dirty. She became visibly annoyed , grabbed another can with some spoons, and slammed it down on the counter. This sound caused everyone to look up. She then took the original can and tossed it on a counter behind her.
This happened on February 23, 2025, between 3:30 pm and 3:45 pm. I am including the time so that managers can know who exactly was on duty. The young lady who did this was wearing long faux locs, she had on lashes and was very light skin. I am putting the description of the young lady because I don't know her name.
If you do not like your job, please find something that you can excel at because without customers, you don't have a job. Be mindful when you deal with members of the public because customers are the ones who really pay you. No one was rude or disrespectful to you for you to behave that way. I wish you had done this before I submitted my tip.
I wish you all the best and truly hope you take a moment to quickly discover your calling because it is currently questionable.
Nice ice cream shop. They have some great flavors in here and the temperature the ice cream is served is nice. Mix in toppings is their classic touch which allows for customization. They also have some pre created sundaes some of which are really incredible. Line can get long on a hot day, but the folks there work hard to accomadate everyone.
Dietary restrictions: There are some sorbets if cant have milk, but those are limited and flavors seem to rotate
Kid-friendliness: Kids love ice cream
Atmosphere: 3
Food: 5
Service: 5
Mark
The most expensive ice cream I’ve ever had. It was good though, I just had to take out a loan to get my family of three for 6 total scoops.
Atmosphere: 3
Food: 4
Service: 4
Jayla Mason
I've been to this Cold Stone previously many times. However, I had a wonderful experience on November 02, 2024 at about 7:45 P.M. Employees Karin and Riley made the experience so nice. With there warm smiles and welcoming energy. Plus, the ice cream and cupcakes were delicious! Make sure to visit this establishment. ?
Atmosphere: 5
Food: 5
Service: 5
Nadine Reid
I come to this location everytime becuase it is close to home and the service is poor each time. Went to dinner with family for my birthday and we decided to end the night with some ice cream. With much reluctancy we went to Cold Stone in FreeState Shopping Center off Annapolis Road. The ladies behind the counter act as if it was a bother to place an order. I wanted two flavors of ice cream with nuts folded and smashed into the ice cream. That is not what I received. So, to give the server the benefit of the dought, I asked if the nut was folded in and crushed. She said no and showed me that the nuts were just poured on top and in their original state. I asked her if she could work them in. She gave me a look as if it was too much to ask. She barely folded them in and them charge me extra for my order. But wait I forgot to order a "like it" order of plain vanilla ice cream for my mom. I told them that I wanted one more order and they all looked at each other as if I again asking too much of them. The order was served up sloppy with ice cream oozing out sides. We again bothered the ladies by asking for another told that was not dripping with ice cream. I spent almost $50 dollars tonight on ice cream where I could have went across the street and got better service at Harris Teeter buying a gallon of ice cream for less than a third of the price. "Three strikes your out"
Atmosphere: 1
Food: 1
Service: 1
M M (MM)
I want to give a glowing review to Karen and Riley, who made amazing ice cream and cupcakes for me and my sister! They were so sweet and made our night, and we hope we made their night too. We came in at around 7:45 pm and left around 8:00 pm, so quick service too. :)!!
Updated: I’m amending my review due to guest recovery. The was an effort made to earn my business back and that does not go unnoticed. I appreciate the customer care and the help from the store leadership. I can only hope my feedback offered a teachable moment for the young people who you employ. Revised to 4 stars for the way my incident was handled afterwards. Thank you for assuming responsibility and being quick to resolve the issue.
ZERO stars if this was an option! I ordered using the Cold Stone app. They used GrubHub to deliver. It took an hour from order to delivery. Upon delivery one of the scoops was half melted and the one pictured arrived EXACTLY how you see it. No, we did not dive in and eat any first. It was completely melted and only half filled. It was supposed to be a kids scoop but instead we received a full chunk of brownie with no attempt of mixing in and a faint white liquid in the bottom I am assuming they were passing off as the ice cream. I hate this location. It looks like they did not place it in the cooler while waiting for the driver to pick up. Every time I say I will NEVER return I always go back and almost immediately regret it. To add injury to insult concerning this experience, I called the store and was passed on to another employee without warning after explaining in great detail. 2nd person said she was the manager, she appeared to be unknowledgeable on how to handle the situation and unwilling to offer a customer recovery resolution. She offered to look into it and call me back. When she did get back with me, she stated I would get a refund for the one that was completely melted. No apology that it arrived that way or not any remorse for one person having to go without ice cream while the other was able to indulge. I have no idea how this place manages to stay in business because they have the worst employees ever. Right across the street Rita's has staff in the same demographic and they offer excellent guest service.
Yummy!
The smell as soon as you walk in turned my stomach immediately. I couldn't even order anything, I had to walk out. Others did the same.
Always a pleasant experience.
Horrible experience! t’s unacceptable! Those who works there irresponsible! People were waiting, and they didn’t even bother to communicate. Shameful behavior!
Line was almost out the door and workers were moving slow, and gave me the wrong ice cream! I specifically asked for a Dough for it but gave me birthday cake. The ice cream was okay. Overall it’s mid.
We JUST had our 'first taste' for 2025 . . . coffee ice cream w/ chocolate chips, almonds, and marshmallows for her, 'Mint Mint Chocolate Chip' for me! We didn't make it out of the parking lot! 😀 The service was quick and everything was perfect! 👍🏿
This place is HORRIBLE!! I've ordered from them more than once via DOORDASH! SCREWED MY order up every time!! So I actually had to leave the comfort my own home to order, to Ensure that my Order is Correct!
Definitely not a happy customer!!!!
I purchased ice cream today and they REFUSED to accept my gift card that was activated with more than enough funds available. Very strange I used the same card as well at the Dunkirk location last month with no issues. All I was told was “our machine always declines those particular gift cards” with no reasoning. If you have a “Go Enjoy” gift card that has multi food options on it don’t even bother going to this cold stone location. Unbelievable. It would definitely disappoint someone especially if they have no other way of paying for their ice cream.
My family and I came in to have some ice cream. There were two staff members initially they appeared very helpful. After we ordered and were about to sit down and eat our ice cream, I asked for a spoon. The young lady pointed to some spoons in what looked like a can. I looked inside the can, and it was dirty. At this point, I thought this could not be what she was referring to, and I assumed it was the can where customers put dirty spoons after tasting, so I once again asked if those were the spoons she was referring to. She said yes. I informed her that the inside of the can was dirty. She became visibly annoyed , grabbed another can with some spoons, and slammed it down on the counter. This sound caused everyone to look up. She then took the original can and tossed it on a counter behind her.
This happened on February 23, 2025, between 3:30 pm and 3:45 pm. I am including the time so that managers can know who exactly was on duty. The young lady who did this was wearing long faux locs, she had on lashes and was very light skin. I am putting the description of the young lady because I don't know her name.
If you do not like your job, please find something that you can excel at because without customers, you don't have a job. Be mindful when you deal with members of the public because customers are the ones who really pay you. No one was rude or disrespectful to you for you to behave that way. I wish you had done this before I submitted my tip.
I wish you all the best and truly hope you take a moment to quickly discover your calling because it is currently questionable.
Restaurantji Recommends
Nice ice cream shop. They have some great flavors in here and the temperature the ice cream is served is nice. Mix in toppings is their classic touch which allows for customization. They also have some pre created sundaes some of which are really incredible. Line can get long on a hot day, but the folks there work hard to accomadate everyone.
Dietary restrictions: There are some sorbets if cant have milk, but those are limited and flavors seem to rotate
Kid-friendliness: Kids love ice cream
Atmosphere: 3
Food: 5
Service: 5
The most expensive ice cream I’ve ever had. It was good though, I just had to take out a loan to get my family of three for 6 total scoops.
Atmosphere: 3
Food: 4
Service: 4
I've been to this Cold Stone previously many times. However, I had a wonderful experience on November 02, 2024 at about 7:45 P.M.
Employees Karin and Riley made the experience so nice. With there warm smiles and welcoming energy. Plus, the ice cream and cupcakes were delicious!
Make sure to visit this establishment. ?
Atmosphere: 5
Food: 5
Service: 5
I come to this location everytime becuase it is close to home and the service is poor each time. Went to dinner with family for my birthday and we decided to end the night with some ice cream. With much reluctancy we went to Cold Stone in FreeState Shopping Center off Annapolis Road. The ladies behind the counter act as if it was a bother to place an order. I wanted two flavors of ice cream with nuts folded and smashed into the ice cream. That is not what I received. So, to give the server the benefit of the dought, I asked if the nut was folded in and crushed. She said no and showed me that the nuts were just poured on top and in their original state. I asked her if she could work them in. She gave me a look as if it was too much to ask. She barely folded them in and them charge me extra for my order. But wait I forgot to order a "like it" order of plain vanilla ice cream for my mom. I told them that I wanted one more order and they all looked at each other as if I again asking too much of them. The order was served up sloppy with ice cream oozing out sides. We again bothered the ladies by asking for another told that was not dripping with ice cream. I spent almost $50 dollars tonight on ice cream where I could have went across the street and got better service at Harris Teeter buying a gallon of ice cream for less than a third of the price. "Three strikes your out"
Atmosphere: 1
Food: 1
Service: 1
I want to give a glowing review to Karen and Riley, who made amazing ice cream and cupcakes for me and my sister! They were so sweet and made our night, and we hope we made their night too. We came in at around 7:45 pm and left around 8:00 pm, so quick service too. :)!!
Atmosphere: 5
Food: 5
Service: 5
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