Cold Stone Creamery — Restaurant in Marco Island

Ordered here tonight online for pickup at 9:30pm knowing that they close at 10pm. We had Father’s Day dinner and then decided instead of just going all together I would just do a pickup so that way we don’t keep them waiting while we ate there. Anyways I show up at 9:37pm to the doors being locked with about 8 others inside. I thought maybe they are controlling how many people are in the store at once. I waited outside. The other group of people then cashed out and walked out the exit door on the other side. Then I thought maybe 1 of the 3 employees would come let me in. At this time a line of about 10 Of us formed and it’s still only 945 at this point. I told the other people I had a online pick up and wasn’t sure if they were still serving. All 3 of the employees went to back room. I called the line about 15 times and then walked away. When I got in my car I saw them come back out so I walked back up and said I would like my money back or my ice cream. They stayed inside laughing and thinking it’s funny to take peoples money. My kids were upset because they wanted to buy dad ice cream and the kids could care less. Not the group of people that should be working for company or even on Marco for that purpose either. One the girls had a shaved eyebrow and did most of the laughing while the other 2 looked to her and stood down. So maybe she was the manger but idk seemed like they didn’t have one running the place tonight. Place was trashed outside and not somewhere I’ll return. I’ll drive to the Naples one or keep my business at royal scoop. Biggest...

The most bizarre experience I have ever had at a food purveyor. Ordered a speciality cake for pick up on the 4th of July. Called on the 4th to recheck the hours of operation. Called for over an hour and no one answered the phone. Drove to the location and determined it was opened. One young person working the counter who could not answer the phone, or give me the cake because the manager was not there. She never offered to call the manager but said she should be back soon. (Now she has been gone for and hour or more). I waited for 20 minutes outside in plane view, and decided to go back in. There stood the manger., her excuse was the worker should have called her, and she wasn't sure she was going to open today. Why would you take an order for a specialty cake then?. Shame on the manger for blaimeing the employee, who was not trained properly or given all the information she needed in order to do job properly in the absence of the manager. Something wrong in American today, people can't...

Went in 30 minutes before close tonight and I’m appalled at the lack of basic customer service. I’ll preface by saying I didn’t see any sign of a manager. Walked in and it was empty but neither of the two employees greeted me or my wife. In fact we said hello and they walked to the back after seeing us walk in. They came back with aggressive attitudes and sloppily took our order and handed us our debit card back with ice cream on it. This is unacceptable.

It’s disappointing to see but they need more training on basic things like greeting customers when they walk in, have a warm/friendly demeanor when helping the customer. The customers are the reason you have a job, the establishment won’t survive with behavior like this.

This was my first and last time visiting this location.

I hope for the sake of the business they retrain the employees on basic foundational...