Went in placed an online order they didn’t have my stuff $20 gone down the drain and they don’t do refunds ! I’m pregnant and upset not even from here was passing through they don’t even sell the taco icecream here ! I won’t be coming back .
9tailskitsune
Made to order, right? That's their thing. Not here. Every time you ask about something, it's always an excuse. Can't make the smoothies. Don't have the tacos. Don't have this or that for the new special out. Wait until next week. Last Halloween they were pre-making the tacos. Cancelled orders for door dash because they don't feel like it. Employees hanging out on their phones up front playing while there is a huge line just letting 1 person stress and take care of everyone. No signage letting patrons know they are out of stuff. The establishment is crowded, dirty, holes in the wall, finish on the wall missing like someone ripped down the wallpaper. This location has a weird design where you feel like you're entering from the back.
Skip this location until they can get their act together. There is one in Newport News that has been cleaned up and one in Suffolk. Few more around southside.
Jae ʚɞ
I placed an order online for the new ice cream taco. When I went to pick it up they told me it was out of stock, but when the order was placed on the cold stone app it didn’t say this location was out of stock and still let me purchase it. They could not refund me at the store. They told me to go back to the app to cancel but I was unable to. It said that I picked it up when I did not. There was no way for me to get my money back, the store could not refund me nor was there a way to get refunded on the app. This needs to be fixed, that is not good customer service!
Gary Derby
After reading all the horrible reviews from this place it looks like I will be getting my ice cream from somewhere else.
Gerelle Jones
If I could leave more than 5 stars I would.
My experience with Joshua was very pleasant and he made my children’s and I visit to this location memorable for us. He was patient, professional & friendly.
Impressionable customer service is a rarity so when I do get the chance to experience it, I always want to recognize it.
Courtney P
Both times I came, subpar experience without any accommodation. The first time, came on 4/1 , a family of 3 was in front of me and I waited 35 minutes to be served. Once getting to the counter, I was told their ice cream maker was broken so the only flavors they had left were written on a sheet of paper. However, out of maybe 7 flavors, 3 of those flavors happened to be empty. Keep in mind, I came maybe 30 minutes before closing so this seemed more of a choice to not refill the empty flavors. Today, 4/26 - after waiting 20 minutes in line, and finally having 2 people left in front of us, we were told the computers went down (we were there when the lights flickered) & they couldn’t serve anyone else. Absolutely no regard for the customers who have waited for service. No accommodation was made and all we were told was “the manager is at home, she’s aware”. To some, it’s just ice cream. For me, it was an all day pregnancy craving. The situation could’ve been handled differently to prioritize customer experience.
Renan
It’s a shame, because this Cold Stone is in a great location. Unfortunately, the service has been consistently poor. The last two times I visited, the wait was unusually long. The first time, there was only one employee, so I tried to be understanding. But on my most recent visit, there were four employees working, and it still took over 15 minutes to only have two orders taken. I ended up leaving and grabbing ice cream from BJ’s nearby instead.
It’s hard to say what the issue is—maybe a lack of training or motivation—but the pace is painfully slow. Sadly, I’ll be taking my family elsewhere for ice cream this summer.
Hnub Ci
There’s not enough workers here and it takes about 10-15min for your order and cost about $10 after taxes for a large. I personally think the ice cream was delicious but for the price and time it’s probably not worth it.
Harsh Soni
Worst cold stone i ever seen. I m here on sunday mar h 30th i have 5 customers ahead on me and i wait 45 minutes for my icecream 2 people working in counter and one lady maybe she is manager but no one works properly even store not clean whole cooler is empty all customers talking about the wait time and lots of customers left just because they work damn slow …. You need to improve guy’s….come on
David Heitzenroeder
Slowest service I have ever had because of the BS online orders getting filled over people in line ....is ridiculous. That's not fair to the staff. Every employee looked miserable, but was very polite. You need to pay them more or knock off the online COVID nonsense.
This location stop giving military discounts. How are you gonna have your store in a military location and not give military discounts. Greedy store.
Michael Mausteller
Extremely overpriced, messy, and served by rude employees. Walked in and no one working looked happy to be there. Smallest item is 9 dollars. Better off going to Baskin Robbins or Sonic around the corner. Employees were mixing ice cream on top of other people's leftovers and when I asked for my order to be on a cleaner section I got sighed at so I walked out.
Lisa Barnham
Lady with long jacket was rude and place smelled like old milk
grim reaper
I love cold stone but the people serving are rude sometimes and ate very inconsistent with how many free toppings the sizes get i ordered a ours and the lady told me I get 2 but when i actually look at there menu it says 4 she then preceded to act like I was crazy highly disappointed with the costumer service
Atmosphere: 1
Food: 5
Service: 2
Latasha Joyner
This is the second time I tried to order a cake for one of my kids birthday in a two month period and first no cakes on the weekends can be ordered, then today picture machine is out of ink. I then cancel the cake and ask for ice cream and was told to go to the back of the line because people had come in. I was unsure as to why when he was working with me when I asked him for it. I'm highly disappointed as this is one of my favorite spots for ice cream.
Atmosphere: 2
Food: 5
Service: 1
Recommended dishes: Chocolate Chip, Create Your Own Ice Cream Cake, Cake
Went in placed an online order they didn’t have my stuff $20 gone down the drain and they don’t do refunds ! I’m pregnant and upset not even from here was passing through they don’t even sell the taco icecream here ! I won’t be coming back .
Made to order, right? That's their thing. Not here. Every time you ask about something, it's always an excuse. Can't make the smoothies. Don't have the tacos. Don't have this or that for the new special out. Wait until next week. Last Halloween they were pre-making the tacos. Cancelled orders for door dash because they don't feel like it. Employees hanging out on their phones up front playing while there is a huge line just letting 1 person stress and take care of everyone. No signage letting patrons know they are out of stuff. The establishment is crowded, dirty, holes in the wall, finish on the wall missing like someone ripped down the wallpaper. This location has a weird design where you feel like you're entering from the back.
Skip this location until they can get their act together. There is one in Newport News that has been cleaned up and one in Suffolk. Few more around southside.
I placed an order online for the new ice cream taco. When I went to pick it up they told me it was out of stock, but when the order was placed on the cold stone app it didn’t say this location was out of stock and still let me purchase it. They could not refund me at the store. They told me to go back to the app to cancel but I was unable to. It said that I picked it up when I did not. There was no way for me to get my money back, the store could not refund me nor was there a way to get refunded on the app. This needs to be fixed, that is not good customer service!
After reading all the horrible reviews from this place it looks like I will be getting my ice cream from somewhere else.
If I could leave more than 5 stars I would.
My experience with Joshua was very pleasant and he made my children’s and I visit to this location memorable for us. He was patient, professional & friendly.
Impressionable customer service is a rarity so when I do get the chance to experience it, I always want to recognize it.
Both times I came, subpar experience without any accommodation. The first time, came on 4/1 , a family of 3 was in front of me and I waited 35 minutes to be served. Once getting to the counter, I was told their ice cream maker was broken so the only flavors they had left were written on a sheet of paper. However, out of maybe 7 flavors, 3 of those flavors happened to be empty. Keep in mind, I came maybe 30 minutes before closing so this seemed more of a choice to not refill the empty flavors. Today, 4/26 - after waiting 20 minutes in line, and finally having 2 people left in front of us, we were told the computers went down (we were there when the lights flickered) & they couldn’t serve anyone else. Absolutely no regard for the customers who have waited for service. No accommodation was made and all we were told was “the manager is at home, she’s aware”. To some, it’s just ice cream. For me, it was an all day pregnancy craving. The situation could’ve been handled differently to prioritize customer experience.
It’s a shame, because this Cold Stone is in a great location. Unfortunately, the service has been consistently poor. The last two times I visited, the wait was unusually long. The first time, there was only one employee, so I tried to be understanding. But on my most recent visit, there were four employees working, and it still took over 15 minutes to only have two orders taken. I ended up leaving and grabbing ice cream from BJ’s nearby instead.
It’s hard to say what the issue is—maybe a lack of training or motivation—but the pace is painfully slow. Sadly, I’ll be taking my family elsewhere for ice cream this summer.
There’s not enough workers here and it takes about 10-15min for your order and cost about $10 after taxes for a large. I personally think the ice cream was delicious but for the price and time it’s probably not worth it.
Worst cold stone i ever seen.
I m here on sunday mar h 30th i have 5 customers ahead on me and i wait 45 minutes for my icecream 2 people working in counter and one lady maybe she is manager but no one works properly even store not clean whole cooler is empty all customers talking about the wait time and lots of customers left just because they work damn slow ….
You need to improve guy’s….come on
Slowest service I have ever had because of the BS online orders getting filled over people in line ....is ridiculous. That's not fair to the staff. Every employee looked miserable, but was very polite. You need to pay them more or knock off the online COVID nonsense.
Restaurantji Recommends
This location stop giving military discounts. How are you gonna have your store in a military location and not give military discounts. Greedy store.
Extremely overpriced, messy, and served by rude employees. Walked in and no one working looked happy to be there. Smallest item is 9 dollars. Better off going to Baskin Robbins or Sonic around the corner. Employees were mixing ice cream on top of other people's leftovers and when I asked for my order to be on a cleaner section I got sighed at so I walked out.
Lady with long jacket was rude and place smelled like old milk
I love cold stone but the people serving are rude sometimes and ate very inconsistent with how many free toppings the sizes get i ordered a ours and the lady told me I get 2 but when i actually look at there menu it says 4 she then preceded to act like I was crazy highly disappointed with the costumer service
Atmosphere: 1
Food: 5
Service: 2
This is the second time I tried to order a cake for one of my kids birthday in a two month period and first no cakes on the weekends can be ordered, then today picture machine is out of ink. I then cancel the cake and ask for ice cream and was told to go to the back of the line because people had come in. I was unsure as to why when he was working with me when I asked him for it. I'm highly disappointed as this is one of my favorite spots for ice cream.
Atmosphere: 2
Food: 5
Service: 1
Recommended dishes: Chocolate Chip, Create Your Own Ice Cream Cake, Cake
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