Cold Stone Creamery — Restaurant in Chandler

Went and saw Despicable Me 4 with the kids who then wanted to get the ice cream special they had seen an ad for at Coldstone. We asked to get a sample of the yellow ice cream and was told no bc they were out of sample spoons. (I felt like she thought I was asking to try vanilla ice cream the way she looked at me) I mean it’s yellow marshmallow, not an every day flavor. Ok no biggie, so we asked if they could use a regular spoon since it’s a flavor the kids have never had before and were told No again because they have a limited amount of spoons and can’t just give them out. Okay I understand not wanting to waste spoons so I said we were going to buy something either way so could we just use the spoon to try the ice cream and then hold onto it while you make the ice cream for us, and was told no again. So I asked what they suggested we do since the kids wanted to try that ice cream and we went there just for it and she told me to go to another cold stone that was down the street if we wanted a sample. So I asked her if she really wanted me to drive somewhere else and lose my business and she said yes, all over a spoon that I would have gotten anyways. I told her that was ridiculous and she then gave us a sample of the yellow marshmallow minion ice cream. Both kids shared the same bite because getting one for each of them would have been to difficult. Turns out the kids liked the ice cream so we ordered 2 of the minion creations as I pointed to the sign and she responded that she didn’t know what I was pointing at, like how many minion options do you have? At this point she was just being rude to be rude. She put the ice cream in normal cups not the minion cups and get this, gave us an extra spoon, the kids were upset because they wanted the whole minion setup. Thankfully another employee noticed and switched the cups for us. My kids were so confused how difficult of a job scooping ice cream must be and even asked why they don’t just go to Walmart next door to get extra spoons if it’s that big of a deal. It is so unfortunate that this employee took the joy out of getting a special treat after a movie they enjoyed, all because of a spoon. It is even more sad that employees are not empowered to make business decisions, pick up a phone to call a manager if they were out of something so basic like spoons and that the ability for people to problem solve to come up with a solution or a better way to handle things is depressing. Even putting up a sign to warn people they can’t get samples would have been a better option than the interaction we encountered. Such a sad day in Gilbert when you can’t even find good help to scoop ice cream. I recommend that employee who helped us find a job where problem solving simple issues isn’t part of your actual job and interacting with people especially children isn’t part of your daily interaction. I think we will hit up Baskin Robins on our next visit....

If I could give no stars right now I would. There is 2 people here working right now and the line is out the door. We have been standing in the same spot literally for 20 minutes and haven't even moved forward. The 2 employees working couldn't beat a snail in a race right now, that's how slow they are moving. They see the long line of people and it doesn't motivate them to move a little faster. One of them, Ashley, apparently feels that she either doesn't need to work or doesn't want to cause she is worse that the other employee. All the while there is a very long line of customers that are getting upset and some actually got tired of waiting and left. This is absolutely TERRIBLE service!! They lost a lot of customers tonight which means they lost a lot of money. Unbelievable that they have no care or concern about the extremely long line of customers that are clearly getting upset and frustrated by their, the employees, actions. Trust and believe this location lost my family as customers after this situation tonight, and we visited this location frequently. Management needs to re-think or re-evaluate some of their employees. There is absolutely no reason that it should've taken us over 40 mins just to get to counter to order especially when we 1st arrived we were only 4-5 customers back. And to make matters worse, now that we are up to the counter to order, I guess I shouldn't be surprised but the employees feel they can have an attitude towards the customers. Plus I had to repeat myself 4 times and now I'm getting my ice cream slammed down on the counter by the employee. But wait, now there's more.... after having to repeat myself 4 times about wanting a chocolate shake, Ashley still forgets to make it and yet again I have to remind her and we have already paid and she is still standing there like a lost puppy so now I have to stand around and wait even longer while she finally makes the shake. I HAVE NEVER BEEN TREATED LIKE THIS IN A PLACE OF BUSINESS WHERE I'M A...

This makes me sad to write because I love coldstone so much, but this location was just terrible. We went for my birthday and the service was terrible. For starters all there are signs still up from fathers day, which displays a massive amount of laziness since that was over a month ago. To further prove that our server actually stopped paying attention to us mid order and started helping someone else then forgot half our order. Then once everyone had ice cream they disappeared after sitting on their phones in that door way for about 10 min. We sat in the lobby unattended for about 20 min. We even had to help ourselves to the lids.

To the manager and owner of this franchise: we are trustworthy people, we did not steal anything from you. However had we wanted to we could have walked out with hundreds of dollars worth of ice cream cakes and your employees would not have even noticed unless we used snapchat to televise it. I would reccamend you correct this. It's only a matter of time before someone takes advantage of it. Also I'm very disappointed in the experience we had at your ice cream shop. It did not uphold the cold...