Cold Stone Creamery — Restaurant in Chattanooga

I brought my son here as a treat for him. He has been experiencing a lot of changes and financially we’ve been tight so treats are scarce and fun weekend activities are usually drowned out by me working and him wanting to leave. My son asked for cotton candy ice cream in a cone.

After waiting in like for close to 35 minutes with employees looking bored and no one being acknowledged , I had to go outside because I wasn’t wearing a mask even after informing them that I was exempt , not to mention the mandate had been lifted (sure have your policy but like, seriously? Is it worth it to give me a hard time by being rude?) but obliged and instructed my son on how to order . I heard him ask for the ice cream in a cone before I walked away because I wanted to make sure I knew what he was ordering when he was paying with my card. He came out with his icecream in a cup looking sad. I asked what happened and he said they gave him a cup when he repeated that he wanted a cone. We both felt as if this was intentional because I just did not want to wear a mask and they were extremely rude to me when a telling me that they WOULDNT serve me, not that they couldn’t, not that it’s policy, but “we won’t serve you then” , I didn’t bring a mask because I am exempt from HAVING to because of COPD. They would not even serve him with me standing in the building. I went BACK inside very upset now and told the girl at the counter that my son specifically ordered a cone , she said we didn’t ring that up. I told her that is NOT my problem or my fault and she responded with , “ well you’re going to have to pay for that” , my wallet was outside with my child and I couldn’t believe I was being charged for something they screwed up. I told her the ice cream was $5 and my wallet is outside and asked her again to fix the mistake and AGAIN, that it’s not something I should have to put myself out for. I told her I felt that this was intentional and I asked her to fix the mistake or I would feel the absolute need to contact corporate on the horrible experience and the way I was talked to , I was fuming with the condescending tone while literally telling me would NOT give us the stupid cone. I had never been spoken to this poorly by a customer service rep, I can’t believe we paid $5 to be treated the way we were with such spite and malice. So incredibly upset , I know they don’t care, but I will NEVER return. My experience has tainted my entire association...

Poor Customer Service, Slow service and Formula Not Followed. Please allow this review to serve as constructive feedback for management to review. I visited this location with my boyfriend on 9/7/19 at approximately 2:30PM. There were two young adults behind the the counter, one male, one female. There were 3 people in a family ahead of me and it took me 15 minutes to leave the store after paying for my ice cream. At the time, the male was the only one addressing customers in line. The male's attitude was poor. He never addressed the customers ahead of me with a hello, welcome to Cold Stone, what you like today, or our new flavors are....- He said nothing and just made eye contact with a blank face, completely uninterested in his job and seemed to also express that didn't want to be there. When it was my turn to order, I felt like I needed to break the ice so I was the one who said hello and asked him how it was going. He never responded with a hello back to me or asked what I would like, he just said he was "good". So...after a small awkward silence.. I told him what I wanted. When he was making my order, he made it with too much ice cream and not the adequate topping amounts. I ordered a Love It and he gave me the added ingredients of a Like It. I have enjoyed many Cold Stone creations to know the difference. I didn't say anything to the young man, because it's not my job to correct him on how to make a creation and I knew it would still taste okay. Overall, there are many ice cream locations to choose from in the Chattanooga area and like many customers I too want to feel valued and appreciated. I do not want to feel like an inconvenience, and I totally felt like an inconvenience to this young man. Obviously, it's just ice cream - it's not the end of the world and everyone has bad days. But from this experience I will choose another establishment when I want some ice cream in the future....

In spite of all the negative comments about this location, I decided to buy a birthday cake for my husband on Tuesday. I wish I hadn't because all of these negative comments proved to be right. There was a long line of customers and only 1 person working. There was a person in the back on her cell phone whom I asked if she could hand me the cake they were holding for me. She reacted as though I was interrupting her. Not only was the service bad, but the cake was old. The strawberries on top were almost white in color and there was alot of frost on the cake which told me it had been in the freezer for a very long time. Wish I would have looked at it closer before I bought it. This place definitely needs a new owner or to be closed down. I looked at the dates of these complaints and some are very old, so that tells me the owner has done absolutely nothing to address the issues. I will never...