Cold Stone Creamery

Need to take better care of costumers

I went to this location for the first. I gave the man simple instructions. He didn't do it correctly. Then he is moving the spoon all in my icecream bowl like he was about to eat it. I told him there wasn't any strawberry in my bowl. He stated it was in there they are just crunch inside. I didnt see the strawberry, better yet just give me a refund because you are not the person that made the bowl. . I dont want that icecream bowl after digging the spoon in something I suppose to be esting. . So now I am waiting for my refund to be credited back to my account. I am not going back and forth with you about how I want my icecream bowl.

If I could give 0 stars I would, but I cant so heres one! I walked in because my pregnant wife wanted Ice Cream, we stood there for 5 plus minutes and were not addressed until the workers came inside reaking of marijuana to which then we were asked have you been helped. We said no, because the people that were already inside the store didnt acknowledge we were there; then we were told someone would help us, then small talk ensued about who was on line to help us; so we left making us feel unwanted. As we were walking out the other workers were told nevermind they just left. We are headed to Dairy Queen!

The one in Suffolk better

Good ice cream, but didn’t mix toppings into ice cream, just sprinkled on top

Atmosphere: 2

Food: 3

Service: 2

Sweet Cream must be a new recipe. It doesn't taste as exciting.

Atmosphere: 3

Food: 2

Service: 5

The ice creams fine, I'm appalled that they charge a "credit card fee*. Yet another large corporation passing their costs along to the consumer.

Atmosphere: 3

Food: 4

Service: 3

Recommended dishes: Apple Pie a La Coldstone

**UPDATE **
I spoke to the manager (Diane) today. She was very dismissive of my concerns and told me they have a very flawed system. No apologies for the situation. Will be contacting the corporate number now.

My boyfriend (Hispanic) and I (Caucasian) came to this store (suite 141) on August 10, 2024 at 5p.m. when we arrived, the store was pretty busy (6 people ahead of us) so i knew we would need to wait for a bit. As we are waiting, I noticed that as one employee finished assisting one customer, that employee would then help the next customer in line. This continued smoothly through the 6 people ahead of us, until they got to my boyfriend. They had already taken my order and were in the processes of making it. The employee that had just finished with the person ahead of me came up and asked who was next. My boyfriend stated that he was, and she said "oh, she'll help you" (pointing to the girl that was making my dessert). So now, my boyfriend and I are expected to wait longer, because she wanted to skip him? I'm not sure if this is due to his ethnicity or if she just decided she didn't like the looks of him. I am VERY disgusted by this treatment and I DO NOT recommend anyone visit this establishment.

Atmosphere: 1

Food: 1

Service: 1

Ordered three love it sizes , girl who made them had to look how they were made (first red flag she was new) then mashed them so much it was like a chocolate goo not anything even close to resembling the one the other girl was making and definitely not like the picture. Have yet to hear from a manager on my complaint.

Atmosphere: 3

Food: 1

Service: 1

My wife and I visit this location (Chesapeake, VA) often, using the online order function and pick up in the store. We have had issues in the past, where I have reached out to the store manager for assistance, Diane has always been helpful. However, the staff is consistent with, no hellos, no thank you for coming in, have a good day, nothing.

When we pick up our order, more often than not, the order is wrong. For example, and usually the biggest issue, when ordering a chocolate dipped waffle bowl, they give us either a plain bowl, or even a plain waffle cone, hardly ever is this acknowledged when picking up, and not once has anyone said "Sorry, we are out of (fill in the blank) we substituted for (fill in the blank)" We need to point it out to the staff, and most of the time it's shrugged off. Note, that there are price differences between the items mentioned, so I’m guessing inventory is off as well.

We continue to go back, as we do enjoy the ice cream and many different combinations that Cold Stone offers, and hope that the customer service is better than the last time we went in.

Atmosphere: 2

Food: 4

Service: 2

This will be the last and final time I will purchase anything from this location again. The guy who works in the front literally takes FOREVER to make ice cream! I shouldn’t have to wait in line for more than 7-8 minutes just for some ice cream. Why should it take so long just to put some ice cream in a cup? That’s ridiculous! A 5 year old can do that in less than 2 minutes! It’s not rocket science!

Service: 1

This place is disgusting! Flies are all over their toppings and where they mixed or make those ice cream! I agree with the other's that this young folks working here are lazy! And clean your area! Por favor!!!!!

The girl working was turning everyone away at 9:45 even though nobody was even in line. Numerous people then came after when she wasn’t standing lookout at the door and made it through. Recommend training staff on closing times and protocols.

Atmosphere: 5

Food: 5

Service: 1

Understaffed. Hit or miss on how well the ice cream is put together, lacks consistency. Employees do too much socializing amongst each other instead of focusing on the task. Poor management.

This location is reasonable in person. The wait is long but the ice cream is good. However, do NOT DOOR DASH HERE, especially late.After a very long and rough Sunday, my wife and I went to treat ourselves to some ice cream, and DD'ed so we could put our kid to bed. When our treats arrived, both were in Like It cups (small) despite ordering, paying for, and verifying on the receipt we had Love It size (medium). Also, my Brown Sugar Sensation is supposed to be Brown Sugar ice cream, cookie dough, brown sugar, and caramel. I had the ice cream and a hint of caramel along one edge.What did I have to replace the cookie dough and brown sugar? Several short, very curly hairs that I desperately hope came from someone's head. Oh how I gagged.I have no idea if this was incompetent levels of unsanitary conditions, or vindictiveness for a late order. In either case, DO NOT DOOR DASH HERE, ESPECIALLY LATE.

Atmosphere: 2

Food: 2

Service: 1