Cold Stone Creamery — Restaurant in Maryland

I have made several attempts to give this Cold Stone location multiple chances, but unfortunately, the service continues to fall short. Tonight was my final experience—I will gladly drive to the La Plata location before returning here again.

I placed an order at approximately 7:35 PM for an 8:00 PM pickup. Based on previous experiences where orders were never ready on time, I intentionally arrived at 8:40 PM. Upon arrival, the line was wrapped around the store and appeared to be moving very slowly.

To their credit, I was greeted within a minute of walking in, which was a pleasant change from previous visits where customers were often ignored. I informed a young man that I was there for a pickup order under my name. A young woman then approached and asked for my receipt, stating that my ticket had no name. I explained that I did not have the receipt but could provide the exact order details. She insisted she could not locate or release the order without the receipt, which was frustrating given that I provided the size, item, and full description.

I attempted to locate the order myself but was unsuccessful. The young man returned, and after I repeated my order to him, he began preparing it from scratch—at 8:50 PM—despite my original pickup time being 8:00 PM. To make matters worse, the system had already marked my order as "picked up" at 8:32 PM, before I even arrived.

I strongly encourage the owners and management to focus on staff training regarding order preparation, organization, and customer service. A missing name on a receipt should not prevent staff from fulfilling an order, especially when the customer can verify all details. Additionally, better time management and quality control are essential to improving the...

Stopped by this store on a Sunday morning and placed an order for a basic, freshly made small ice cream cake (picking it up the following Tuesday evening). I specifically stated that I did not want the existing cake that was there, in the freezer. I also stated no purple or red writing on the cake. Just "Happy Birthday Dad" in any other color. When I returned Tuesday evening, I noticed that I was given that existing cake from the freezer, the writing was in purple, and it said Happy Birthday on the cake, but they failed to include 'Dad'. I wasn't pleased at all, and told this to the manager...Her reply was the employee hadn't recorded the instructions correctly. She offered to remake the cake, but that was the day of my Dad's birthday. After arriving at my Dad's home I received a telephone call and the manager stated that she would remake the cake because she felt bad and for me to call and leave my name and information and she would return the call. I called the following week twice left my information with 2 different people and I have yet to have a returned call from the manager. I will never order from this location again. Not only do the employees not listen (according to the manager), but the manager never honored her offer (I would have given it less than one star, other than the cake was not dry...But it's not what I ordered,...

I stopped by today specifically for the plant based options. Lines are always long. Staff is slow and doesn’t smile or communicate, as if we are doing them a disservice for wanting ice cream. Complete turn off.

I asked the bitter young lady behind the counter what flavors were available today and she pointed to a contaminated container of plant based dark chocolate. It had trails of peanut butter ice cream and traces of milk based vanilla. She was annoyed when I asked if there was any available not contaminated, she suggested I wait for her to make others’ orders first before checking.

I asked her to check and complete my order first and she quickly returned saying they were all out. She was rude in explaining their allergen protocols. I waited for my husband’s order and I walked out embarrassed at her treating my food based allergy like I was being unreasonable, especially since I was trying to order dairy free “ice cream” at an ice cream shop.

When I was younger, Cold Stone Creamery was exciting for the entire family and quality customer service was a big deal. Needless to say, I went to MOM’s for some TLC and frozen vegan ice cream.

Skip this location unless you have limitless time to burn standing in line like elementary school...