I take my Daughter here for a treat and the member of staff who served us today was great! Thank you Amin! The ice cream was very tasty as usual!
jack phelan
I would avoid this location. I feel bad for the people who work here. The store is dirty and poorly organized.
My complaint is the servers seem to want to do a good job but the ice cream is in the wrong locations - so I got served cinnamon ice cream instead of cheese cake. My server knew it wasn’t right and he asked the other guy about it. The other guy just mumbled and said to use it! Sure enough I get outside and try it and it’s cinnamon.
I also watched an entitled man fight with them about adding a banana to his order and I suspect they just don’t have many ripe bananas because of the poor organization. Imagine working at cold stone and having to fight with an adult baby about bananas!
Atmosphere: 1
Food: 1
Service: 2
Spirit Dino
I recently visited Cold Stone with my family, and while the service was generally fine, I encountered some issues that left me disappointed. We ordered three different sizes of ice cream, but oddly enough, the portions all appeared to be the same. It's not a huge deal since the price differences were minimal, but it did catch my attention.
The real problem arose when it came time to pay. The sign behind the counter clearly states that the first mix-in is free. I only got two toppings, so I should have been charged for the ice cream and just one topping. However, I was charged incorrectly for all four ice creams we ordered. The line was getting long, so I decided not to make a fuss at the moment, but it was frustrating.
To add to this, when my sister ordered a caramel apple with peanuts, they tried to charge $8.99 instead of the $7.99 listed for a caramel apple with one topping. They claimed the peanuts were two toppings, and at one point, even argued that the caramel itself was a topping! I had to point out the sign behind them to get the correct price.
Overall, while the ice cream was good, the experience was soured by the pricing inconsistencies and the need to correct the staff on their own pricing. I hope management looks into these issues to improve the experience for future customers.
Atmosphere: 3
Food: 5
Service: 3
Ashley C
I brought my young child in this afternoon for an ice cream and the staff were playing music that was insanely inappropriate. It was uncomfortable for everyone dining on the patio - it's all anyone was talking about. I'm concerned about bringing my family back.
Atmosphere: 1
Food: 5
Service: 2
robert atack
I would give negative stars if I could. Not sure what changed, this place used to be good. Maybe its under new management or something. Coldstone has always been my favorite ice cream spot. In fact my wife gets me the same special order ice cream birthday cake every year from here. This year when she went to pick it up it was nowhere close to the size she paid for. They wouldn't remake it and the option was to take it or one of the pre-made cakes from the cooler which she did not want to as they are pretty expensive and the reason for coming here. No refund option was even given. When she asked to speak to the manager he refused and then had the store employees call the police! Unbelievable!! My wife had to file a complaint with corporate to get a refund. One customer may not matter much but I will NEVER step foot in a Coldstone again. Buyer beware.
Atmosphere: 1
Food: 1
Service: 1
Mer A
I ordered two milkshakes! They were made very badly, too much milk and not enough ice cream! People who work there they have a bad customer service. I ask why the milkshake is so watery, and she said because that’s the way they make over there. Never to return to the cold stone!? July-26-2024 around 7:00pm
Atmosphere: 1
Service: 1
Sabrina Atack
I’ve never had such a bad experience with a store. Every year I order my husband a custom cake from here. This year I went to pick it up and it was tiny. Definitely not what I paid for (over $50). They acknowledged that it was smaller than it should be and said I could either take it as is or pick a non-custom cake from the cooler to replace it. I asked to speak with the manager and they called him but he refused to speak with me. I said I’d wait in the store to speak with him, and he told the cashiers to call the police on me. The officer asked them to call and see if the manager would give me a discount or refund me, but they refused. Wow. Will never return.
Atmosphere: 1
Food: 1
Service: 1
Alexis Panzer Carattini
Place is in disarray. Service staff literally will serve people behind you first and give you an attitude when you ask why. I ordered a pumpkin ice cream with reeses. Just got the pumpkin. My husband ordered a blueberry smoothie and got strawberry banana.? No customer service skills either. I wish I never gave a tip. Didn't see a single person wash their hands, wear gloves, or wash their scoop for the 30 minutes we were there.
Atmosphere: 1
Food: 3
Service: 1
Mariana Rojas
I ordered a cake for my sons birthday and I paid $85 for but what I got looked terrible more cake then ice cream, the decoration looked like it didn’t even matter to them. It was a complete disappointment won’t be buying here anymore.
Food: 1
Service: 2
Robert K. Burger
Their internet connection broke down. They made us wait 15 minutes while they tried to fix it! Not a pleasant experience.
I am an elderly disabled hard of hearing person. I called the store at 12:00 to inquire if they had a certain item in stock before I made an online order so I didn’t waste my time. The person who answered the phone would not speak above a whisper. After asking several times for him to please speak up I asked for a manger. He said no, I then asked to be transferred to a different employee, he then hung up on me. I called back and asked his name, I think he said Amir. When I asked him to speak louder he hung up on me AGAIN!!! tried calling back several times and went straight to voice mail. I found out my number was blocked because I used a different phone and got right through. When I got through I immediately asked for a manager. After hesitantly giving me what they said was a manager I very politely asked for HER NAME. She asked what the problem was as I wanted to tell her about my earlier experience. I again just said may I please know who am I speaking to, she then again said what’s the problem, I once more asked for her name, her next response was “WHAT ARE YOU RETARDED” and proceeded to HANG UP ON ME AND QUICKLY BLOCK MY HUSBANDS NUMBER AS WELL. When I called the complaint line they of course would not give me the name of the owner or the general manager. Never being told the name of the so called manager I can’t properly report HER and it will be easy for her to deny the allegations unless the call was recorded. If I knew I WAS GOING TO BE CALLED RETARDED I WOULD HAVE RECORDED THE CALL MY SELF. So here we have the Cold stone in Kentlands MD who has employees who refuse to help s someone who is hard of hearing and a manager who was on duty on June 21 at 1:00 who refuses to give her name, CALLS A CUSTOMER RETARDED, HANGS UP ON CUSTOMER AND THEN BLOCKS PHONE NUMBERS. I WANT ALL OF GAITHERSBURG TO KNOW WHAT KIND OF EMPLOYEES WORK HERE AND HOW THIS BUSINESS TREATS CUSTOMERS. A BUSINESS THAT CALLS PEOPLE RETARDED.I AM SHAKING AND CRYING TO BE CALLED SUCH A FOUL DISGUSTING SLUR. I SERIOUSLY CANNOT BELIEVE IT.
Nirali Raj
Yesterday, I visited this store and ordered chocolate devotion ice cream. Unfortunately, I had to wait in line for more than 30 minutes. The service was subpar as they did not prepare the ice cream properly. The taste, consistency, and texture were different from what I usually experience at other Cold Stone locations. The brownie pieces were left in large chunks, and they didn't mix in well with other toppings like chocolate chips and fudge syrup. As a loyal Cold Stone customer, this is the second time I've had a disappointing experience at this particular store. I have decided not to return and wouldn't recommend it to others.
Atmosphere: 1
Food: 1
Service: 1
Tan Medley
This location is always out of the toppings needed to make their advertised combinations. I’d never been to ColdStone before hearing of their going bananas (banana pudding) combination. The flavor itself is delicious which makes it incredibly popular (as confirmed by the lady in the back making cakes). The most frustrating part about their being out of toppings every time I’ve gone, is that they’re literally 500ft away from a Giant and when they’re out of ingredients, they just substitute them without even telling you first. I saw vanilla Oreos going in and asked the guy making it what was going on and he looked at me like I was the problem!!! When I asked him why he wasn’t using the Nilla wafers that go in it, he just casually said, we’re out and proceeded to make it with the substitute charging as if he’d made it correctly. That’s insane and wasn’t good customer service!You would think that if going bananas is one of the flavors people like the most, they would order enough to last for the week. The fact that they consistently run out indicates poor management and reflects poorly on the brand. I’d rather drive an additional 15 mins from my house than to ever visit this Coldstone location again!Additionally, the workers seem uninterested in doing their jobs and barely make their customers feel welcomed; even when prompted! Poor service all around in my opinion and I worked in management for 15 years.
Atmosphere: 1
Food: 1
Service: 2
Fred Mitchell
Ordered a custom cake for my daughters 11th birthday. They obviously lost my order. When the clerk came back he said they were working on it and it would take 10 minutes. A girl sneaked out from the kitchen and grabbed a generic cake off the shelf and threw my daughters name on it. Why wouldnt you tell the truth and just admit you messed up. Instead we cut into my daughters cake and were so dissapointed. Called and left two messages for manager to call. Two days later and no call. How unprofessional. Never order from this location!
Atmosphere: 1
Food: 1
Service: 1
Viridiana Penaloza
The ice cream was completely melted when I they handed it to me. Not the best service.
I take my Daughter here for a treat and the member of staff who served us today was great! Thank you Amin!
The ice cream was very tasty as usual!
I would avoid this location. I feel bad for the people who work here. The store is dirty and poorly organized.
My complaint is the servers seem to want to do a good job but the ice cream is in the wrong locations - so I got served cinnamon ice cream instead of cheese cake. My server knew it wasn’t right and he asked the other guy about it. The other guy just mumbled and said to use it! Sure enough I get outside and try it and it’s cinnamon.
I also watched an entitled man fight with them about adding a banana to his order and I suspect they just don’t have many ripe bananas because of the poor organization. Imagine working at cold stone and having to fight with an adult baby about bananas!
Atmosphere: 1
Food: 1
Service: 2
I recently visited Cold Stone with my family, and while the service was generally fine, I encountered some issues that left me disappointed. We ordered three different sizes of ice cream, but oddly enough, the portions all appeared to be the same. It's not a huge deal since the price differences were minimal, but it did catch my attention.
The real problem arose when it came time to pay. The sign behind the counter clearly states that the first mix-in is free. I only got two toppings, so I should have been charged for the ice cream and just one topping. However, I was charged incorrectly for all four ice creams we ordered. The line was getting long, so I decided not to make a fuss at the moment, but it was frustrating.
To add to this, when my sister ordered a caramel apple with peanuts, they tried to charge $8.99 instead of the $7.99 listed for a caramel apple with one topping. They claimed the peanuts were two toppings, and at one point, even argued that the caramel itself was a topping! I had to point out the sign behind them to get the correct price.
Overall, while the ice cream was good, the experience was soured by the pricing inconsistencies and the need to correct the staff on their own pricing. I hope management looks into these issues to improve the experience for future customers.
Atmosphere: 3
Food: 5
Service: 3
I brought my young child in this afternoon for an ice cream and the staff were playing music that was insanely inappropriate. It was uncomfortable for everyone dining on the patio - it's all anyone was talking about. I'm concerned about bringing my family back.
Atmosphere: 1
Food: 5
Service: 2
I would give negative stars if I could. Not sure what changed, this place used to be good. Maybe its under new management or something. Coldstone has always been my favorite ice cream spot. In fact my wife gets me the same special order ice cream birthday cake every year from here. This year when she went to pick it up it was nowhere close to the size she paid for. They wouldn't remake it and the option was to take it or one of the pre-made cakes from the cooler which she did not want to as they are pretty expensive and the reason for coming here. No refund option was even given. When she asked to speak to the manager he refused and then had the store employees call the police! Unbelievable!! My wife had to file a complaint with corporate to get a refund. One customer may not matter much but I will NEVER step foot in a Coldstone again. Buyer beware.
Atmosphere: 1
Food: 1
Service: 1
I ordered two milkshakes! They were made very badly, too much milk and not enough ice cream! People who work there they have a bad customer service. I ask why the milkshake is so watery, and she said because that’s the way they make over there. Never to return to the cold stone!?
July-26-2024 around 7:00pm
Atmosphere: 1
Service: 1
I’ve never had such a bad experience with a store. Every year I order my husband a custom cake from here. This year I went to pick it up and it was tiny. Definitely not what I paid for (over $50). They acknowledged that it was smaller than it should be and said I could either take it as is or pick a non-custom cake from the cooler to replace it. I asked to speak with the manager and they called him but he refused to speak with me. I said I’d wait in the store to speak with him, and he told the cashiers to call the police on me. The officer asked them to call and see if the manager would give me a discount or refund me, but they refused. Wow. Will never return.
Atmosphere: 1
Food: 1
Service: 1
Place is in disarray. Service staff literally will serve people behind you first and give you an attitude when you ask why. I ordered a pumpkin ice cream with reeses. Just got the pumpkin. My husband ordered a blueberry smoothie and got strawberry banana.? No customer service skills either. I wish I never gave a tip. Didn't see a single person wash their hands, wear gloves, or wash their scoop for the 30 minutes we were there.
Atmosphere: 1
Food: 3
Service: 1
I ordered a cake for my sons birthday and I paid $85 for but what I got looked terrible more cake then ice cream, the decoration looked like it didn’t even matter to them. It was a complete disappointment won’t be buying here anymore.
Food: 1
Service: 2
Their internet connection broke down. They made us wait 15 minutes while they tried to fix it! Not a pleasant experience.
Atmosphere: 3
Food: 5
Service: 1
Restaurantji Recommends
I am an elderly disabled hard of hearing person. I called the store at 12:00 to inquire if they had a certain item in stock before I made an online order so I didn’t waste my time. The person who answered the phone would not speak above a whisper. After asking several times for him to please speak up I asked for a manger. He said no, I then asked to be transferred to a different employee, he then hung up on me. I called back and asked his name, I think he said Amir. When I asked him to speak louder he hung up on me AGAIN!!! tried calling back several times and went straight to voice mail. I found out my number was blocked because I used a different phone and got right through. When I got through I immediately asked for a manager. After hesitantly giving me what they said was a manager I very politely asked for HER NAME. She asked what the problem was as I wanted to tell her about my earlier experience. I again just said may I please know who am I speaking to, she then again said what’s the problem, I once more asked for her name, her next response was “WHAT ARE YOU RETARDED” and proceeded to HANG UP ON ME AND QUICKLY BLOCK MY HUSBANDS NUMBER AS WELL. When I called the complaint line they of course would not give me the name of the owner or the general manager. Never being told the name of the so called manager I can’t properly report HER and it will be easy for her to deny the allegations unless the call was recorded. If I knew I WAS GOING TO BE CALLED RETARDED I WOULD HAVE RECORDED THE CALL MY SELF. So here we have the Cold stone in Kentlands MD who has employees who refuse to help s someone who is hard of hearing and a manager who was on duty on June 21 at 1:00 who refuses to give her name, CALLS A CUSTOMER RETARDED, HANGS UP ON CUSTOMER AND THEN BLOCKS PHONE NUMBERS. I WANT ALL OF GAITHERSBURG TO KNOW WHAT KIND OF EMPLOYEES WORK HERE AND HOW THIS BUSINESS TREATS CUSTOMERS. A BUSINESS THAT CALLS PEOPLE RETARDED.I AM SHAKING AND CRYING TO BE CALLED SUCH A FOUL DISGUSTING SLUR. I SERIOUSLY CANNOT BELIEVE IT.
Yesterday, I visited this store and ordered chocolate devotion ice cream. Unfortunately, I had to wait in line for more than 30 minutes. The service was subpar as they did not prepare the ice cream properly. The taste, consistency, and texture were different from what I usually experience at other Cold Stone locations. The brownie pieces were left in large chunks, and they didn't mix in well with other toppings like chocolate chips and fudge syrup. As a loyal Cold Stone customer, this is the second time I've had a disappointing experience at this particular store. I have decided not to return and wouldn't recommend it to others.
Atmosphere: 1
Food: 1
Service: 1
This location is always out of the toppings needed to make their advertised combinations. I’d never been to ColdStone before hearing of their going bananas (banana pudding) combination. The flavor itself is delicious which makes it incredibly popular (as confirmed by the lady in the back making cakes). The most frustrating part about their being out of toppings every time I’ve gone, is that they’re literally 500ft away from a Giant and when they’re out of ingredients, they just substitute them without even telling you first. I saw vanilla Oreos going in and asked the guy making it what was going on and he looked at me like I was the problem!!! When I asked him why he wasn’t using the Nilla wafers that go in it, he just casually said, we’re out and proceeded to make it with the substitute charging as if he’d made it correctly. That’s insane and wasn’t good customer service!You would think that if going bananas is one of the flavors people like the most, they would order enough to last for the week. The fact that they consistently run out indicates poor management and reflects poorly on the brand. I’d rather drive an additional 15 mins from my house than to ever visit this Coldstone location again!Additionally, the workers seem uninterested in doing their jobs and barely make their customers feel welcomed; even when prompted! Poor service all around in my opinion and I worked in management for 15 years.
Atmosphere: 1
Food: 1
Service: 2
Ordered a custom cake for my daughters 11th birthday. They obviously lost my order. When the clerk came back he said they were working on it and it would take 10 minutes. A girl sneaked out from the kitchen and grabbed a generic cake off the shelf and threw my daughters name on it. Why wouldnt you tell the truth and just admit you messed up. Instead we cut into my daughters cake and were so dissapointed. Called and left two messages for manager to call. Two days later and no call. How unprofessional. Never order from this location!
Atmosphere: 1
Food: 1
Service: 1
The ice cream was completely melted when I they handed it to me. Not the best service.
Atmosphere: 1
Food: 1
Service: 1
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