Cold Stone Creamery — Restaurant in Grand Rapids

This place was packed to the brim with people, there was no organization and the "online order" line was mixed in with the walkin orders. When trying to ask the staff where the online order pick up area was and where the walk in order area was I was given the answer that he did not know as the order of the line was mixed up, then when the blonde Employee filled my order instead of saying that the the order was filled and everything was there she just tossed the bag on the counter and walked away rudely. the employees were busy conversing about upset customers who were leaving due to the chaos. I had an online order but people were walking in and placing their orders before i could pick up my order. What is the point of having an online ordering system if you're not going to prioritize orders that have already been cashed out. I was suppposed to pick up at 8:05 per doordash and it is now currently 815pm and im almost in celebration cinema the movie theatre because their line is so long. I just wanted two ice creams not to have a meet and greet with everyone at the movie theatre. This location needs some serious work as it is now 820pm and im still half way through the line. Entire staff was rude you guys need to do some house cleaning. I received my ice cream at 8:30 PM. Next time I will just be going to some other location that's not chaotic and rude instead. 0/10 do not recommend...

Went here with my family last night & had 2 people working there. They were very friendly and helpful but what I didn't like and observed was in the 10 mins or so that we waited the girls did not change out their gloves between customers. They would fix the ice cream for one person use the same gloves to grab the card to ring it out on the register screen and then go back to the next guest. My sons credit card was even sticky from the ice cream . One person should of been ringing people out honestly and the other just making the food or ice cream. With a pandemic still in the air, this to me is a concern. Or at least they should change their gloves after every person's card transaction and ice cream made or shake etc. I will go back there again one just to check on this because maybe it was just these 2 girls that do that not everyone that works there and give them another shot at redemption. They were nice tho and the store was clean so thats a positive. One last thing would be also for future reference more pens to sign the cards with. I was offered and used the same pen my son touched, which hes family that was fine but after I left it on the counter still for thr next person to use. Seen no clean pen/ dirty pen bowls...

Was incredibly disappointed by this place. On the evening of December 30th, my husband and I had a light dinner so we could order dessert to our hotel and enjoy it with a movie so we ordered Coldstone off of Uber Eats. The order was accepted and then a minute or two later I got a notification that our order had been cancelled. Being that they were still open and we couldn't figure out why the order was canceled, we called to inquire.

The young lady who answered was incredibly passive when we asked why the order was cancelled and if there was something else we could order (if they were sold out of what we asked for). She said they were too busy and they didn't want to take the order. My husband and I are both business owners and were shocked by her response so I asked her to clarify that she was really cancelling the order because she didn't want to work and she replied, "I don't know what to tell you. We're too busy, I'm sorry."

If you value customer service at all, I would go to one of the other numerous ice cream stores available in the area that would be happy to take your money. I'd hate to see what would happen with the orders she was making, or heaven forbid someone asked her to correct...