Cold Stone Creamery — Restaurant in Maryland

I've been coming to this Coldstone for years, and I’m not sure if there’s been a change in management, but lately, this location has become disgustingly filthy. On my recent visits (plural), the store has been a mess—it’s clear they don’t take the time or care to clean the counters or ice cream slabs. I get that things can get busy, but walking in and being hit with a smell that literally resembles throw up? Unacceptable.

The final straw was today. I walked in and saw a customer holding her dog in her hands—yes, in her hands—right near the counter. As a dog owner and pet lover myself, I’m not usually one to complain, but there have to be boundaries. This was not a service dog, and having it that close to the food prep area is just not sanitary.

And then it got worse. I asked for nuts, and the young lady behind the counter dug her gloved hand into the nut container and dumped them onto my ice cream. Yes, she had gloves on—but it’s the same gloves they use to handle the metal spatulas, touch the register, and even handle cash. Best practice would be to change gloves after checkout, but I encourage you to watch for yourself. Spoiler alert: they don’t.

There are clearly spoons in each topping container—so why she chose to use her hands, I have no idea. Maybe she thought she was doing me a favor by giving a little extra, but it was just gross.

Let’s not even talk about the nonstop conversations they have over the ice cream they're prepping. Does no one remember that when you talk, spit travels?

I’m disappointed. I usually don’t leave negative reviews, but for nearly $10 a scoop, y’all have...

I’ve been coming to this location for years and this was by far the worse experience that I had. I went to get ice cream with my daughters and was told to wait outside after ordering due to COVID we were not allowed to wait inside which we understood. We were told to come back in 6 minutes. Upon coming back within 6 minutes we were told to come back in another 6 minutes as our order was still not ready. It was raining outside but had no issue waiting outside. However after waiting outside a gentleman who had ordered after us went inside to check on his order but his order was not ready but he was not told to wait outside. Myself and my twin daughters and another older lady waiting outside wondering why we were told to wait outside but this gentleman allowed to wait inside. I then went inside after waiting 6 minutes. Once I was given my order I asked the manager who’s name I later got which is Breonna do they select who can stay inside versus who should wait outside. She told me he was allowed to wait because she was making his ice cream. I didn’t understand because we were all getting ice cream made. She then ignored me and continued to tell the gentleman to come and get his ice cream. She was rude and did not care we waited outside in the rain. If the policy is to have people wait outside because of COVID then have everyone wait. Do not be selective. I live within walk-in distance of this establishment and would hate to not continue to patronize this place as I have been doing. Hope the owner make some changes and doesn’t allow a manager like breonna to run his or her...

Fall 2021- Terrible service. I ordered a medium/"love it" cup of mixed batter with golden oreo toppings. The ladies finished the toppings to put them in a milkshake for the customer that came AFTER me, then asked me to choose another topping. I walked out and went to the Trader Joe's down the strip. I don't have to tolerate that.

Update in Spring 2022: Corrected one word for grammar (I was upset). I've since spread my wings, and such, I've been to Nestle, Marble Slab, Insomnia Cookies, BR, DQ, etc., for ice cream [and milkshakes] outside of the metro area. Cold Stone is a premium ice creamery, only inferior to frozen yogurt and gelato stands. Before this experience, I was staunchly loyal to this brand for years (This was my first time visiting this location). Since this experience, I haven't been to another franchise location (Yes, it was that bad). I will not say yet or never; simply, I'm not going out of my way any more for the Cold Stone brand. It's just ice cream. I'm making a deal out of this because for the price of a tub of ice cream at the local grocery stores, people are paying for a scoop or two at these ice cream stands (Hint: Nonessential) and such, terrible customer service should never...