Cold Stone Creamery

This location received 1 star only because I can't give less. When we entered the store there was an odor which I assume was a dirty mop smell, but it smelled sweet at the same time. There were 3 people behind the counter. None of them greeted us or even stepped towards the counter. I stepped towards the closer one, greeted him and began saying the order. He mumbled turned around and began talking to another employee. She clapped the 2 ice cream scoops she was holding towards him and started talking over him. After a minute the 3rd person walked over after she finished her customer, but too late we decided to ho to the other Cold Stone in Oyster Point, Newport News, it's a further drive, but great customer service. This location needs an overhaul.

Hmmm, where to start, prices go up, quality goes down. Tonight the front freezer that holds the ice cream went out and I guess the high school kids on summer break didn’t notice until it was almost completely melted. They were selling it out of the back freezer but didn’t bother to try and refreeze it on the stone surface up front. They were walking from the back with the ice cream dripping from the spoons and then put it in the cup charging full price…

I ordered ahead at 8:11 for a pick up at 8:45. I arrived at 8:50. There was a line of people but I waited patiently. At 9:10 they told me that they were out of the ice cream I ordered. I saw about 20 people come in and out before I was even serviced for something I ordered 40 minutes before I got there and still didnt get it until 30 minutes after my requested time. And it wasnt even right! I got the wrong sizes! One was smaller than what I requested. No one apologized for me waiting for 30 minutes or tried to help. I didnt even bother asking for a manager because it didnt look like one was there.

The cold stone in Suffolk next to the movie theater is ducking TRASH! It stinks they never have anything and the people act like it’s your fault they are at work. Please fix this issue ASAP

I’m sooooo upset paying near $40 for a birthday ice cream cake for it to look like this , but wait this isn’t even the cake I ordered the first one was worse this one came out the freezer. This is embarrassing to have to give this to my doin on his day! This didn’t come close to the pics online. I seriously could have done better writing!

Walked in and stood at the counter and waited. Two young ladies were helping customers, a young gentleman who appeared to be restocking, and another young lady standing at the ice cream staring into space. Not one person greeted me. The young lady standing at the ice cream never spoke or moved a muscle, and when the two other ladies finished helping guests they just stood there laughing with each other. Very unprofessional group. I ended up just walking out

This location is ALWAYS out of flavors or if you want something else it’s always “frozen”.

If your favorite is cotton candy don’t even waste your time waiting in the long line, they never have it.

Like it

Went in around 6:00pm on Sunday May 4th the worker male (tallish, medium build, ginger) , walked to the back, several times, touched register, touched money and proceeded give change, then to try to make ice cream and grab cookies and brownies without changing gloves and then he got mad when asked if he could change his gloves. It also smelled like sour milk in the store. Do better.

First time here and so glad I made it the ice cream is to die for and the quick service and friendly staff hit it off 10/10

Great flavors, expensive but yummy!!! Line always move slow but it's worth it! I love the reward program!! Sweet cream is my favorite and it's always in stock.

Atmosphere: 4

Food: 5

Service: 4

All I can say is you have a bunch of kids running a business and nothing gets done.
Apparently no training has been provided to these employees.
Everytime I go into this store OMG! It is nasty the cleanliness level let's just say if the health inspectors came in there would be an issue.
The counters they work on is nasty, nothing is ever cleaned including bathrooms, yesterday water all over the floor where customers walk and it smelled.
They never have anything prepped waffle cones are stale never have enough product for customers when you come in trust me if you don't have to go this location don't!!!
Oh! Let's not forget the sign out front is half lit.
I would say either get staff into this store to train and be more proficient or close it down because someone has failed here desperately.

Atmosphere: 2

Food: 4

Service: 3

Went in for icecream on veterans day, turned around and left near immediately, the whole place reeked of spoiled milk.

Atmosphere: 1

Service: 1

Overworked staff, long wait times, out of stock inventory, barely any tables to sit at inside. The management needs to seriously look into this store because the supply cannot meet the demand here. I wouldn’t recommend coming here if you’re not willing to wait 10-20 minutes for an overpriced 800 calorie scoop of ice cream.

Atmosphere: 1

Food: 2

Service: 1

Went here for non-dairy option and it was crystallized. Absolutely horrible. The icecream in the display case is melting then refreezed. I will drive to Norfolk Coldstone from this point forward.

Atmosphere: 1

Food: 1

Service: 1