Cold Stone Creamery

If I could leave zero stars, I would.
This location is absolutely the worst. On 3/12, I ordered an ice cream cake for my son’s birthday. We picked it up at 2:30pm and kept in our freezer until after dinner the same night. It.was.horrible!
The cake way stale and crumbly, the ice cream was crystallized and freezer burned, the Kit Kats on the top were old and gross. After a few bites, all of us were feeling sick and couldn’t finish the slices.
I contacted the store immediately and was told a manager would call me. 15 minutes later, she did. She was unwilling to listen to any of the issues and claimed the cake was made fresh that day which was impossible, she then said “we don’t give refunds”, which is unheard of and I stated I would dispute the charge. This seemed to set her off and she started screaming at me, with verbal attacks and told me to go ahead as it was “probably what I do for a living”. She then hung up.
Needless to say, I called and received a refund from the bank.
I’ll also be contacting the main office of Cold Stone. This behavior of the manager is unacceptable, not to mention the quality (or lack thereof) of the cake and the condition of the location. My husband picked it up and happened to mention how unclean and messy it was.
Do NOT go to this location. There are better places for ice cream in the valley, and definitely ones with better customer service and managers who don’t verbally assault their patrons.

Ripped us off put a small cup in the med cup then charged us full price of med cup not the small we ordered ... Absolutely horrible overpriced ice cream that gave my family a virus from spoiled milk ....

You stopped giving military discounts with a huge sign stating this. You are never getting another penny from me!

Though the ice .cream is great,I ask for a bag. They gave me a trash bag that's tacky. I figure if you spend 15.00 for ice cream you should be able to give a bag

Hostile enviorment , great ice cream would never go back
This girl wore a green jacket and Curley hair , she was so rude because she was so impatient and whispered “god damn” because I didn’t hear what she said I immediately felt disgusted of service and walked out . I would have left a nice tip and purchased but I have 0 tolerance from disrespect and people disturbing my peace

Atmosphere: 1

Food: 1

Service: 1

We show up at 8pm, store closes at 9pm. All open signs are off and the tables and chairs are already stacked, looking like they are actually closed. We cautiously walked in, 2 female workers not happy to see us and a toddler in the back counter as well. While ordering, we felt like they were upset with us because we came in DURING business hours. Disappointed. (Picture is when we had left business)

Atmosphere: 1

Food: 4

Service: 1

I walked out after observing hundreds of waffle cone cups sitting everywhere. And seeing the filthy walls and dirty canisters. I reached over and touched one it was full of dust.
Very disgusting.

$30 for mediocre overpriced ice cream. We had our experience and won’t be back. Handels is better.

Atmosphere: 1

Food: 1

Service: 1

I love all of the options available at Cold Stone's! I usually have the banana carmel crunch in the chocolate waffle cone!

BE CAREFUL !!This place is horrible. The employee added $6 as a tip without asking me. When I saw my receipt I saw a $6 tip Idk how she was able to add it without me noticing. Never again am I coming to this place they are thief’s.

Ice cream Is good although the sanitation it’s questionable. Young girls working not great customer service but not the worst.

Atmosphere: 2

Food: 4

Service: 2

did not get greeted or anything when we walked in, got a “what do y’all want?” as the first words said to me which is crazy after spending $37 on 3 MEDIUM CUPS SHOVED INSIDE OF LARGE CUPS. Lady had the audacity to ask for a tip (which i would happy oblige if it weren’t for the way we were treated.) high recommended better interactions with customers.

Atmosphere: 1

Food: 1

Service: 1

7/6/2024 There were two females working in the front tonight and 20 minutes before they closed Jessica rudely told my group that she could not help us because she turned the stone off. We told her we don't mind and would like to order anyways. We got so much attitude. This location needs to work on customer service skills. Before leaving the taller female made annoyed noises and slammed the door. Will not be returning.

Atmosphere: 1

Food: 1

Service: 1

This was the worst cold stone experience I have had. The ice cream she served was so soft it was sliding off of the serving spoon before she could even get it out of the freezer so I decided to go with a milkshake. The milkshake was so think it was like water. I requested for a remake but it was barely any better. It’s like she didn’t realize that because the ice cream was so soft it didn’t need that much liquid. McDonald’s has better shakes than what Cold Stone was serving tonight. Hopefully it is better on other days.

Atmosphere: 3

Food: 2

Service: 2

I promised my daughter I would take her to Cold Stone after she passed her gate test. As promised, I took her right after the test on a Tuesday at about 2:30/3 pm.
When we got there, there was only one employee at the Craig Road location. My impression was that she was not very friendly and seemed annoyed. You know how kids are; they are not sure and take their time to choose something, so she seemed very annoyed with it. I asked her to let my daughter try two flavors because she was not sure what she was going to get, and again, she seemed annoyed. Another thing I realized was that they did not have many flavors available, as one part of the ice cream chamber was closed. Oh well... my daughter finally decided on her flavor and got it in a bowl cone. I also got another bowl without the cone for my son.
As we got home, my kids were very excited to eat the ice cream. When my daughter started to eat hers, she complained that her cone had a strange taste of cleaning supplies or soap. I went to check it out and I also found it to be very strange tasting. I asked my husband to try it, which he did, and he also found it to be very strange with a strong taste of cleaning supplies. He asked us to stop eating it right away.
Next I saved the cone on a bowl and reserved it on the freezer and did the same with the ice-cream.
So then I decided to call the store and spoke with the employee about what had just happened. She, without any regard, told me to call the owner and provided me with the owner's number. She did not apologize or ask any further questions. I said okay. I tried to call the owner, but she was unreachable that day. So, I went to the Cold Stone social media page and voiced my concern in one of their ice cream post.
They reached out very quickly and very professionally through messaging.
Well, I had already made the decision to reach out to the owner at Craig's location to voice my opinion. The next day, I reached out to her and told her everything that had happened. My first impression was that she was not professional at all. She didn't ask me any questions or even seem concerned about what I was telling her. Instead, she chose to be defensive and made excuses. Not once did she seem concerned or apologized for what had happened, then she went on to tell me that she would not be able to give me a new ice cream because it was out of the reach, but she would give me a discount and a free cone the next time I chose to go to their location. Then I told her it was not about getting another ice cream, but rather I was concerned with the quality of their ice cream and the dangerous taste of it. She then got very defensive again and basically hung up the phone on me!

I recommend you all try your cone right away at that location. I will never take my kids to that location again due to the lack of professionalism, friendly staff, and hygienic quality of the cones and ice cream.

On another note, the Cold Stone corporate office reached out to me and resolved the issue very professionally by listening to my concerns as a mom. I want to make sure that when I take my kids to enjoy ice cream elsewhere, I can be certain that my children will not be harmed by it.

Atmosphere: 1

Food: 1

Service: 1