Cold Stone Creamery — Restaurant in Alaska

This location seriously needs attention. The store smells strongly of expired dairy and possibly mold. The cake case is always empty, and the place hasn’t been updated since around 2013 , it looks and smells worse every year.

The staff are often rude or unprofessional. I once saw a teenage employee accidentally stick his finger in someone’s ice cream, look around to see if anyone noticed, and still serve it. That’s completely unacceptable, they play really loud rockstar music in the back and you have to scream just for them to hear you, is that really acceptable music to play at a family shop where kids and families go to enjoy there time? Theres always 1-2 people with AirPods on while there helping customers, is that really what we’re training our employees to do now?

none of the employees wear hairnets, and I’m constantly finding hair in mine or my kids’ ice cream, or on the mixing stone. They’re often out of milk,ice and bananas , which makes no sense, why have menu items you can’t even make because you don’t have the basic supplies? You guys are literally across from cars it’s not that hard to walk there and buy some.

They spray there simple green around the mix in stone which is a very good way to hurt customers, one day Someone’s gonna get very sick.

For the last 3 years on September 5th I have tried getting a cake for my son’s birthday and it’s either always not ready or never even made. Place isn’t worth it, place should be demolished and changed into something else and with an owner that actually maintains and cares for the business.

The “manager” there barely seems to know what he’s doing whenever I ask a question, the answer is usually, “uhhhh, I don’t know,” in a monotone, unhelpful tone. It’s disappointing that a manager at what should be one of the best ice cream spots in Eagle River lacks basic customer service and social interaction queues.

The only employee who ever made this place feel pleasant left about I think 4-5 months ago, they practically lived there every Tuesday and Friday when we would go in he was always there, being polite, greeted customers, cracked jokes and kept everything clean. Since they left, it feels like the store has completely gone downhill.

There’s almost always a big puddle of water sitting in the back with rags thrown over it. I’ve seen it multiple times when visiting with my family. The whole place feels unsanitary and neglected, I guarantee if you look in there back area from where they are supposed to keep there cakes for customers to buy you could see the big puddle on the back.

The owner really needs to step up, address the smell, and start taking customer complaints seriously. Something’s clearly not right here,and it’s driving people away.

Would not recommend bringing your family here unless your fine with eating in a place with poor customers service, a bad smell and probably expired...

I recently had an interesting experience at Cold Stone Creamery that left me feeling a bit disappointed. After placing an order online and paying in full through the app, I arrived at the store to find the open sign turned off. Upon entering, I noticed two employees engaged in a personal conversation, which is understandable given the lack of customers at the time.

When I inquired about my order, they seemed a bit confused and had to check on it. It turned out that they were missing several toppings that were listed on the app. It was frustrating to realize that the app inventory wasn't up to date, leading to confusion and disappointment when my order couldn't be fulfilled as expected.

Ultimately, the only option offered was a basic vanilla ice cream with a caramel swirl, missing the additional toppings I had paid for. While they were unable to refund the extra topping charges, I left feeling unsatisfied with the incomplete order and lack of options available.

Although the employees were friendly and tried their best to accommodate the situation, I couldn't help but feel let down by the overall experience. Unfortunately, this visit to Cold Stone Creamery fell short of my expectations, and I am unlikely to return...

I highly recommend staying away from this location. EVERY time that we go, either the blenders are broken, which has happened twice, or the customer service is subpar. This last time, the blender was actually working which was a plus because I always get the milkshakes. This time, there were twins and an adult, I assumed she was the manager. There was a line out the door. We waited over 20 min before being seen, not the problem, but when we got to the front, they said that there were out of milk 😠 ... Carrs is right across the street. They also had horrible customer service and the adult did not want to manage the store. The twins just bypassed the order until one of them finally pulled out the last bit of milk, about a cup and tried to make a shake for both my husband and myself. They were still rude. I recommemd going to wild scoops. Marble slab, the grocery store, the convenient store... anywhere other than this location. I wouldn't be surprised if they go out...