Cold Stone Creamery — Restaurant in Marysville

I'm going to start this by saying I NEVER leave reviews about places. But I couldn't NOT write one after the experience we had at this Cold Stone location.

If I could leave a zero star review, I would. Extremely terrible customer service, they shut things down with 30 minutes until closing time and literally yelled at us as we sat in the lobby. Read on for more delightful details...

We walked in at 9:30pm tonight (a hot summer Friday night), and at the door was met with an employee yelling out "We are doing scoops ONLY, no mix-ins". As we walk over to look at the ice cream, there is a girl cleaning the cold stone. It's 30 minutes until closing, on a busy Friday night, and you're turning the cold stone off? The whole reason you exist as a business is because you have an ice cold stone to mix all the toppings into your ice cream... this makes no sense.

So we say ok fine, we're here, let's just grab some ice cream for our kids. The experience of just getting ice cream was terrible -- the girl behind the counter was extremely rude and wouldn't even communicate back with me. We finally check out, and literally pay $15 for two small scoops of ice cream. Not super thrilled about that, but at this point I just want to sit down, eat the ice cream and leave.

We're sitting in the lobby eating and 2-3 minutes later the girl behind the desk yells over to us "THE LOBBY IS NOW CLOSED, GET OUT", and does a hand motion at her throat like she's saying "you're done, get out". It's 9:45pm. 15 minutes until closing. We just bought ice cream from your store, and you're going to tell us the lobby is closed before we even get a chance to eat it? Your front door sign clearly says you close at 10pm.

I really can't find any good things to stay about this store, the employees, the experience, or the ice cream. If you are the manager or owner of this store and are reading this, your employees need some serious customer service training and mentorship.

Do not give your hard earned money to...

Giving only one star. Used to love this place but after the lack of service recieved tonight i was highly displeased. Ice cream was subpar per usual as well as pricey for what you get (side note my strawberries had a VERY bitter/rotten taste to them) My fiance and i had just come from an amazing dinner date wanting a sweet treat before we headed home. The store had an hour left before they closed the staff was there already getting ready to closed as we walked in we got a very cold "hello" from the lady at the register they then rushed us to make an order although we were the only people in there at the time. I specifically asked for a cone for my ice cream and they proceeded to make me pick a paper bowl size... after telling them what we wanted the lady back at the register very very rudly continued to say "i will help you down here! I will help you down here!!" Although we werent finished adding things to our order. I felt disgusted with the way we were treated so i looked at my fiance and he gave up the order and let them scoop up and serve what they already had. The ice cream was already melting by the time it hit the counter at the check out. Needless to say none of the employees recieved a tip nor will we be returning!! Do not waste your time or money here as there are many reviews with the same issues dating...

This location is pretty awful on customer service and that seems to be a consistent issue over the years. It's mostly teenagers working here as far as my husband and I can tell, and while that's fine, they seem to lack training on how to be friendly and welcoming and how to address concerns. Yesterday I went in with my husband and it was the final experience we needed to decide not to go back. I had trouble using a BOGO and the person checking me out basically said they didn't know what to do about it so nothing could be done instead of trying to problem solve. Then I get home and find out my ice cream had no brownies in it, which was the main thing I wanted in my ice cream. Obviously it's all just ice cream so it isn't the end of the world, but I contacted Cold Stone customer service via email about my BOGO and they resolved my issue no problem. So, while I'm pleased with their online customer service for the company, this particular store leaves too much to be desired to return. If anyone does go, I recommend sampling the ice cream before you buy. The previous time before yesterday when I was there, I got home and the sweet cream tasted sour which has never happened before, so a warning...