Cold Stone Creamery — Restaurant in Bloom Township

I placed my cake order two days in advance and was told it would be ready in time. On the day of my daughter’s party, they informed me that their freezer had broken and they couldn’t make my cake. They weren’t sure when it could be ready but said they might be able to make it the next day—though even that wasn’t guaranteed. They offered a discount if I chose a premade cake instead. I agreed and let them know what I wanted written on it. They told me it would be ready by 3 PM.

When I showed up, they said no one was available to complete the cake. The customer service was awful. The store was dirty, and both the manager and staff were rude. All four girls working were laughing and making jokes about why I was upset. It was my daughter’s birthday—I just wanted everything to be special for her. We get a Cold Stone cake every year, and I usually go to the Evergreen Park location on 95th and Kedzie (or 13th and Halsted), where the service and quality are always great. Unfortunately, this Homewood location was a huge disappointment.

To make matters worse, while my daughter and I were waiting for our ride, I asked for the manager’s name. They told me I could have it—then called the police on us. On my daughter’s birthday. A Black woman and her little girl, simply waiting. I was not belligerent or rude. I said “OK, I’ll leave,” and as we were walking out, the police came in.

No one should have to experience this—especially not a mother trying to make her child’s birthday special.

Reply to Cold Stone Manager

Dear Manager or Cold Stone Customer Service,

Thank you for your response to my recent experience at your Homewood location. While I appreciate the acknowledgment of how upsetting the situation was, I want to clarify that the issue goes far beyond a freezer malfunction or a delayed cake.

What made this situation deeply painful was how I was treated—dismissively, disrespectfully, and ultimately as a threat, despite being calm and simply trying to advocate for my daughter’s birthday. The race of your staff or manager does not change how I, as a Black woman and mother, experienced the moment. I was humiliated in front of my child and left feeling unsafe on a day that was supposed to be joyful. That’s not just a customer service failure—it’s a violation of basic decency and dignity.

The offer of candles and a discounted cake doesn’t address the trauma of having the police called on us while we were waiting for a ride. That kind of escalation was unjustified, and your response doesn’t take accountability for that harm. If there is a genuine intention to reflect and repair, it starts by owning the full impact of what occurred—not by stating your staff acted professionally or that race shields a team from bias or poor conduct.

I would like to speak with someone who can offer a sincere and meaningful resolution. This is not about free cake or coupons. This is about acknowledging harm, ensuring it doesn’t happen again, and treating customers—especially mothers and children—with the care and respect...

I would have formerly rated them 4 stars, pretty good ice cream and some of their signature creations are pretty good. I went there twice lately and will no longer be a customer. They no longer have the prices listed on the board, which means they can charge whatever they want. In the last year, prices have become outrageous, double what they used to be even months ago, no wonder they took the prices off! Now it's a total rip off! On top of that, the workers no longer fill up the cups, so the prices have doubled and the portions are only about 2/3 what they used to be.

The girls who work there are not always nice, and some seem like they are annoyed they actually have to work. The cleanliness has also be noticeably worse.

Last week, I went there with my daughter and we ordered ice cream for my family, two small ice creams (one flavor only, not a signature), a small signature (like it), medium signature (love it), and a large signature (gotta have it). The total was $45, is this a joke? Place was not that clean, girl was semi-rude and cold that worked there. Insane prices for far smaller portions than they used to serve.

No, Coldstone, you have become greedy, skimpy, and your ice cream is not good enough to justify the insane prices you charge! Then you have to deal with the rude workers on top of it? No thanks, will just go get better ice cream at the store for 1/10 the price! You lost a customer who has been coming there since you first opened (about 30 years ago!). Great business model, charge crazy prices, make portions much smaller than before, and hire girls who seem to not want to be there. You are not ripping me and my family...

I ordered a Custom cake for my daughter's birthday. When I picked up the color was wrong. I chose green it wasn't that color. They went ahead and fixed best they could because I was told they were out of green food coloring?? Ummm ok.(see pic) The chocolate frosting looked grey. I was told that was because it's vanilla buttercream frosting mixed with chocolate ganoche. Which is really not chocolate frosting. (See pic)

I went ahead and took it home because I ordered this on Nov 24th and needed for Nov 27th bday. So the day of her birthday, I cut open and serve because I have people over. Well the cake doesn't have the right ice cream(cookie dough) and has no middle layer (fudge). I call the store and told her the problem. She took name and number and said manager will call me back. No call. Nothing. Your charging 40 something for. CUSTOM CAKE! which was NOT provided. Huge Disappointment!!!!

Don't advertise a product you can't provide. If there is a problem with my Custom order, you should have called amd said we are out of this, would you prefer something else or want to cancel. If you want a CUSTOM CAKE.....DO NOT GO HERE. This was a HUGE...