Cold Stone Creamery — Restaurant in Danbury

I’m absolutely appalled by the customer service my husband and I experienced at this location. We stopped in after looking at homes in the area and wanted to get a feel for the neighborhood. We are from New York and unfortunately weren’t aware of the Connecticut mask law change. As soon as we entered the only young male employee that worked behind the counter immediately attacked my husband and I for not having a mask and said we were not to be served. We asked if there were extras in the back for us as we noticed many stores in NY offered them when the mandate was applied and he rudely advised there were none and that we needed to leave. Fortunately I searched my bag and found an old mask to wear as I ordered. The male who spoke to my husband and I didn’t even have his mask on appropriately. A young woman near the cash register attempted to continue fighting with my husband while shouting at him. I found this extremely inappropriate and a clear sign of poorly managed staff. After I placed my order with a nice young girl, the young man who attacked us when we first walked in continued to whisper things in the young girls ear about my husband and I and made me feel extremely uncomfortable. I quickly exited the store and we sat outside to finish our treats. As we finished our treats I noticed all of the staff with their masks down in the back. Then another couple entered the store and the man did not have a mask yet the male employee told him he could just cover his face with his shirt. I am extremely upset that we were given such terrible treatment the moment we walked in compared to others. We definitely will not be returning to this location. As two people who have worked in hospitality and customer service for many years, we understand the requirements of the position we take on and how customers should be handled. These employees are clearly here to just fool around and get a paycheck without actually following the customer service trainings...

I used to come here all the time. Haven’t been in a while. Will not be returning. The female employee making the ice cream had headphones in and was coughing and sneezing while preparing food. She also was talking on the phone. The male employee started making my order but then asked her to finish it, which I really was not comfortable with since she was coughing and sneezing a lot, she seemed sickly. Additionally, the male employee was packing up and it was very obvious they did not want to be there. When more people walked in the woman rolled her eyes. I asked for a lid and never got one. The woman was so eager to get me out of there that she skipped my phone number (I was there to use a reward) so I asked her to put in my phone number, she seemed annoyed. Overall terrible experience. Will not come back or recommend to anyone. This place was better when teenagers were working, at least they weren’t sickly and unwelcoming. New management/ownership is horrible and should be embarrassed to run a...

I don’t know if the couple in the front bought the place, but it has gone down hill in the past year. Tonight was the last straw for me. We were next to Milkcraft tonight, but I decided I wanted to wait the extra 45 minutes to get Coldstone because I really wanted a Pistachio milkshake. It has never been a problem before. But the woman at the counter stated that “they cannot make a milkshake with pistachio. It’s not on the board.” Even though there is a “create your own” clearly labeled in the area she pointed at…? I stated kindly that it is 100% doable as I’ve had it multiple times from that exact cold stone. (It’s the same as a chocolate milkshake, just a different flavor. She again stated it’s not possible. Needless to say I will be sticking to Carvel, or other ice cream shops that can handle a...