I asked for strawberry flavored ice cream. The youngster working did not bother to ask if I wasted any topping. Dude got the ice cream then proceeded to dump it on to a waffle bowl. Then gave it to me. I stared at him then he said oh did you want toppings? I replied yes! Strawberries pls. Oh I got strawberries alright. Just tossed on top on my ice cream. He did not even bother to put it onto the “cold stone” and mix them in. Worst service ever!
lotfi Chettouh
Believe me guys, it tastes so good and the staff very professional and polite. I have no hesitation giving them a five stars
Samantha Cannon
Love it! 🧁
Tracy Gilmore
The young woman was working alone so it was 20 min before I got my fix. Her coworker was to come in at 3 and it was 315 and she was still alone. There were 9 customers in the store, I was 4th in line. She made me a fresh waffle bowl. I'd be screaming to the high heavens but in today's society what can a lowly worker do? It's the same issues at my job so I understand.
Pat Armstrong
Excellent ice cream and professional, friendly service. The place is very clean.
Loren Bertone
The young lady working 10/11 was dismissive when helping me. Had to wait for an online order that was said to have been ready 3 hours prior, and then given the wrong order . (Corrected before I left thankfully. ) She was also ‘correcting’ another employee by yelling across the floor that they need to do their task differently. Seems like communication needs a little work. The gentleman that ended up helping me and correcting the order was working quickly and very friendly.
XenileGamer
HEALTH CODE VIOLATION WAITING TO HAPPEN! Yellow stained ceilings, gaps of air between walls and doors, melted ice cream, stained walls, chipping paint. Went here and as soon as I seen how bad it was inside, and as they were scooping the ice cream, it was melting in their scoops. By far the worst Coldstone I've ever seen.
Allison Mitchell
Past two experiences with this store have been horrible. July 6, placed a pickup order. They didn’t have the nondairy in stock. I had to demand a refund after they repeatedly denied giving me one, stating they could only make something with a different flavor. I had to stay about 30 minutes while an employee called their boss, and then left, waiting about an hour to receive a call about any refund. Did eventually get it a week later.
Today, Sept 6, placed a delivery order for nondairy, a creation they were promoting, and the delivered ice cream was the wrong flavor. Called the store, and they are again refusing refund, saying they have only been there three weeks and don’t know how and/or are unable to do anything. I’m currently out of that money until I can go up there tomorrow and attempt to speak to a manager. I paid extra for delivery and hope to get refunded- I guess we’ll see, and I can update this review then. But my time is definitely wasted. I’m extremely frustrated and will not order here again.
Rich
They definitely do not open by the times listed on the door
Alayshia Mo'Nique
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.
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.
I asked for strawberry flavored ice cream. The youngster working did not bother to ask if I wasted any topping. Dude got the ice cream then proceeded to dump it on to a waffle bowl. Then gave it to me. I stared at him then he said oh did you want toppings? I replied yes! Strawberries pls. Oh I got strawberries alright. Just tossed on top on my ice cream. He did not even bother to put it onto the “cold stone” and mix them in. Worst service ever!
Believe me guys, it tastes so good and the staff very professional and polite. I have no hesitation giving them a five stars
Love it! 🧁
The young woman was working alone so it was 20 min before I got my fix. Her coworker was to come in at 3 and it was 315 and she was still alone. There were 9 customers in the store, I was 4th in line. She made me a fresh waffle bowl. I'd be screaming to the high heavens but in today's society what can a lowly worker do? It's the same issues at my job so I understand.
Excellent ice cream and professional, friendly service. The place is very clean.
The young lady working 10/11 was dismissive when helping me. Had to wait for an online order that was said to have been ready 3 hours prior, and then given the wrong order . (Corrected before I left thankfully. )
She was also ‘correcting’ another employee by yelling across the floor that they need to do their task differently. Seems like communication needs a little work.
The gentleman that ended up helping me and correcting the order was working quickly and very friendly.
HEALTH CODE VIOLATION WAITING TO HAPPEN! Yellow stained ceilings, gaps of air between walls and doors, melted ice cream, stained walls, chipping paint. Went here and as soon as I seen how bad it was inside, and as they were scooping the ice cream, it was melting in their scoops. By far the worst Coldstone I've ever seen.
Past two experiences with this store have been horrible. July 6, placed a pickup order. They didn’t have the nondairy in stock. I had to demand a refund after they repeatedly denied giving me one, stating they could only make something with a different flavor. I had to stay about 30 minutes while an employee called their boss, and then left, waiting about an hour to receive a call about any refund. Did eventually get it a week later.
Today, Sept 6, placed a delivery order for nondairy, a creation they were promoting, and the delivered ice cream was the wrong flavor. Called the store, and they are again refusing refund, saying they have only been there three weeks and don’t know how and/or are unable to do anything. I’m currently out of that money until I can go up there tomorrow and attempt to speak to a manager. I paid extra for delivery and hope to get refunded- I guess we’ll see, and I can update this review then. But my time is definitely wasted. I’m extremely frustrated and will not order here again.
They definitely do not open by the times listed on the door
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 .
Restaurantji Recommends
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.
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