Cold Stone Creamery — Restaurant in Baltimore

The quality of service here has gone way downhill. I would expect that because of all that is going on with the recent pandemic that the ice cream makers would be a little more pleasant but it is the opposite. While getting my “Ours” ice cream to-go, my ice cream maker ignored my request for extra toppings even when I was willing to pay for it. Then, while being rung up, the ice cream maker had a misunderstanding with the number of people in the store at the time, proceeds to tell a GrubHub delivery driver who would have been the 4th person in the store that he can not enter because they only allow 4 customers in at a time. When he explained that he WAS the 4th person, the ice cream maker said under her breath “Okay then.” He said “Sorry, I can’t hear you? What?” The ice cream maker then raises her tone and says “Do you wanna come in the store or not?” The back and forth continues with her and the driver then the manager comes out, asks what happened, and proceeds to tell the driver that he was in the wrong and he needs to “abide by the rules they set in place” when he was trying to do that!

Not only was this a disgusting display of customer service on the ice cream maker’s part, but mostly on the part of the manager. He did not listen to the guest and he was raising his voice to a customer when he did not fully understand the situation.

I’ve had some poor experiences at this cold stone before but this one takes the cake. They are usually lacking in ice cream flavors- there will be empty containers in the thing that holds the ice cream even when it’s not close to closing.

The only reason I gave it more than 1 star is because I really enjoy the taste of...

Terrible I walked in and wasn’t greeted then two young ladies in front pretty much ignored me and the one left out and went to the back . The one with the burgundy scarf was packing to gos orders while I waited I come here all the time like twice a week I had switched up a lil at one point and came back to new staff I WILL NEVER COME BACK AGAIN AND THE YOUNG LADY WITH YHE BLACK AND WHITE SCARF she had an attuide when I spoke with the manager with a burgundy scarf she said she thought someone took my order but how if I was here at a certain time ! You can check the transactions through camera to see how much I was waiting ! I owe my own business in the downtown area and I would . And she didn’t listen I asked for no sprinkles but sheas too busy with a attitude ! This is crazy then she took her time making my order which I’m literally so annoyed right now writing this ! I would love to talk to the Gm and will try and reach out !! I NEVER COMPLAIN BUT THIS TOOK CAKE. I was having a wonderful evening until I...

If I could give 0 right now I would. I am currently in line at a cold stone. Ive been here for 25 minutes and there are still 4 people in front of me. First, I appreciate that they hire young people-teenagers that need work experience but not having one fully responsible adult in the building is unacceptable! Where is the manager?? Not here now and never is from what I can tell from other visits. There are 2 young girls sitting down at a table talking to the 3 workers- they obviously know them by how often they interrupt the people working to talk and laugh. Completely unacceptable. One even opened the door and went in the back once so maybe she is also an employee but interrupting them when there is a line out the door and people in the cold is again Unacceptable! And one of the teens- wow no customer service skills whatsoever. Stood around for about half of the time I was there and was unfriendly the entire time. I am finishing this review as I finally get my order. I was here for 35 minutes. SO...