Cold Stone Creamery

I usually don’t leave reviews, but this experience was so disturbing I feel like I have to. I went to the Suffolk Cold Stone (23435) on September 12, 2025, around 8:45–9 p.m. Before ordering, I used the restroom and found a large roll of toilet paper sitting out, not in a dispenser, visibly soiled with what looked like blood and feces. I had already pulled from the roll and almost wiped before noticing. When I reached for another piece, the stains were obvious.

On top of that, the restroom had no paper towels and no hand dryer, leaving me with no sanitary way to dry my hands.

I did call the store and asked to speak with a manager, but no one ever called me back.

I see other reviews mention how unsanitary this location feels, but honestly this takes the cake. For a place serving food, these conditions are unacceptable.

The moment I walked in the door a girl named Aubrey greeted me with the most welcoming smile, and proceeded to ask me how my day was. This kind gesture honestly made my day and I WILLLL be coming back.

Aubrey had Good service, great attitude, deserves raise for certain

This location has horrible customer service. I came in 4 hours before their closing time. They have 3 people working and say they won’t make any more waffle cones. The workers also did not greet us whatsoever. Stood in line for 10 minutes with one person in front of us and never got greeted. The workers also did also rolled their eyes when I asked for an addition to my bowl. Choose a different location!

Unsanitary and unprofessional. It smells when you enter the store. An employee walked in tonight, cut the line, and made her & two of her friends ice-cream with no gloves, apron, or hat. They also didn't pay for it either. Where is the manager?

The ice cream is good without a doubt, but the service is a huge issue. It would be a smart decision to have somebody deliver if you have the option. Also, if you order one of their honey graham bowls for take-out, they may or may not offer a lid/container for it. Last time I went, I was told they don’t offer them and ended up with ice cream getting on the car seats (it’s inevitable without something to cover it-during transit).

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.