Cold Stone Creamery — Restaurant in Grandville

Visiting from the east side of the state this weekend and went into store 20549 at 9:07 pm and ordered 2 love it peanut butter perfection and witness one of the worst made ice creams i have ever received. I watch the young girl take ice cream out of the container put it on the stone and before making what we asked for she took some of the ice cream off of what’s was supposed to be used to make our order, but then we asked for extra peanut Butter to be added and she took a small amount and added it to the ice cream and I informed her it was to be extra she said that is extra. Now mind you she added this into the one pile of ice cream to split between two cups which the amount she used was only enough for one cup and then told the girl working the register that it’s extra for 2 cups (really). Mind you other workers are standing there as I asked questions and never once did me or my wife ever raise our voice and just paid for what they gave us. No I didn’t leave a tip which I always do but wasn’t at this location for what was made. Now as I stated earlier she took ice cream off of mine when she put it on the stone, but I watched her take that same ice back over to the container and put it back in with the fresh unused ice cream which is cross contamination by every means possible. I’m sending this to advise the store manger or someone that would be in charge beside the young kids working this evening that you need to train and teach your employees the correct way of making the orders correctly and and they are going to charge extra then that is what they should be putting in both cup as well as the items included because one of the ice cream after we left was just ice cream with NOTHING in it but ice cream but I was charged for extra that was not received.. I’m going to ask the DM on my side of the state to see if he knows who I can contact to make sure they see this as well. Never have ever been this disappointed...

Horrible experience, I would give negative stars. I came in the other night, I thought it was just one person working due to how slow things were moving. When I walked in only 3 people were in front of us. When handing off one of the ice cream to the customer the worker dropped it onto the glass counter and picked it up and proceeded to hand it to the customer saying "my bad" I watched the worker make the ice cream, take the customers cash, adjust his belt, scratch his face then come to take my order all with the same pair of gloves on. When it was finally my turn to order (after 10 minutes) I told the worker I have a peanut allergy (that is life threatening) he said okay and proceeded to make my ice cream no different, using the same tools and gloves he used for everyone else. I informed him that due to the allergy and cross contamination I need it to be made separately from everyone else's things (I've had cold stone accommodate my allergy mamy times in the past at other locations) we sat there and went back and forth about how there was no peanuts in the sundae I ordered and me informing him over and over how cross contamination and allergies work. Finally another worker came up from the back, she asked what the issue was and told him to make my sundae in the back. She then took my friend's order who got french vanilla ice cream - she scooped it out and mentioned it smelled like cheese cake. The boy who was supposed to go make my ice cream in the back was still standing there and proceeded to put his entire face in the ice cream they were preparing for my friend and smelled it. We walked out after that. It was an entire health code violation unorganized disaster from the second I walked in. I highly dont recommend, hopefully this place closed or falls into...

I come here occasionally to grab a quick evening dessert. Half of the time it is truly decadent. The other half of the time makes me want to storm out, never wanting to return.

-Their waffle cone machine is broken more often than McDonald’s ice cream machine

-The employees are always angry. I don’t mean “they are having a bad day” angry. I mean “I shot their dog, now I am making them create an ice cream sundae” kind of angry. Whomever owns this franchise should really work on employee morale.

-At one point, I inquired about the contact information for the owner. They (with their usual vitriol) said “She won’t talk to you”.

-Another time, I watched a young woman who works there decided to start yelling at the customer in front of me because the child was “taking too f*ing long”.

I guess using social media is more important than taking care of customers, as they are always on their phones in their kitchen. The team members then come out of the kitchen, making sure you know their dissatisfaction for interrupting whatever they were doing on...