Cold Stone Creamery — Restaurant in Mill Creek

On 02/25/23 we went into the Coldstone location at 15415 Main Street, Suite D-105, in Mill Creek, WA (store #20602). The time was about 2:20pm and the person helping us was Starr A. We arrived through the side door and there was only one other customer inside who was finishing up. I had two kids with me so we were just looking at the flavors. The first girl (didn't know her name, no one in this store has name tags) was not very friendly at all. She had long blonde hair in a ponytail and thin, in her early 20s. She said hi and went in the back to grab the 2nd girl, Starr. Starr immediately was rude asking us what door we came in. I said we came in through that door pointing to the side door, which we didn't know it was the side door and the first girl didn't say anything to us when we came in. She could've told us and we would've happily gone to the other door. Starr continued to argue and tell me that we needed to wait on the other side. I said there was no one else in here and we are next. The kids are looking at the flavors. She rolled her eyes and kept telling me to go to the other side. Then she proceeded to whisper back in forth with the first girl right in front of me instead of taking my order. She stared at me for several minutes still whispering. By this time another family came in and she still hadn't started our order. While they were whispering I told her she was being rude.

A few issues here. Employees need name tags. Also, who cares what door I came in. Is your employee really going to argue with me when I'm a paying customer and they know I'm next? She was trying to make us to go to the back of the line. The first girl said nothing to us. Also, her whispering to the employee in front of me while I had kids with me is absolutely absurd. Her behavior is uncalled for and embarrassing. Even my 10 year old asked why the lady was so rude. It was absolutely disgusting. We felt so unwanted and that they were so annoyed with us. She never apologized or anything. I would've walked out after being treated like that but had two kids with me. I feel so upset that we spent 20 bucks on two cones from a business who treated us poorly when theres another ice cream shop down the road. I hope you guys retrain your employees. As we were leaving more people came in and all your employees looked confused and moving slowly. Apparently customer service doesn't exist at the Cold Stone...

1 stars for the customer service…….. my hubby had brought me home my favorite yesterday,, strawberry blondie after stopping by with my kiddos……. I was at work late that night. He’d ordered a small but it was messy— so apparently they’d put the small cup inside in a large cup since the sides were sticky. He didn’t notice however, and someone else rung them up and he paid for the large size. I finally got around to opening it today— and my hubby was like, you have to split that, I paid for a large— when I opened it, he was SHOCKED that it was filled with a small cup instead of ice cream……. Whatever. So I asked him for the receipt, but, he couldn’t locate it. I called the store and explained the situation and they told me, it’s already been a day so there is nothing we can do—we can’t give you a refund— you’d have to speak to the manager and she isn’t on the schedule for the foreseeable future. I told her I didn’t care so much about a refund, but on principle, a replacement item next time I come in would be fine- she said she can’t make that decision— it would be up to the manager…. I asked how do I contact her? The girl kept putting me on hold to speak to her assistant manager and then said- I can’t give my managers number out over the phone. I said, um, I didn’t ask for her number and then I asked for her email……. She said she couldn’t give that out.. then, I asked her…. Well what is your suggestion to remedy this situation and she said, “accidents happen, we have new hires and they make mistakes, so that it”. Considering the ice cream we bought for the family was $40 worth, and is that much consistently, was pretty shocked to hear her say that, and then I asked her when the assistant manager would be in next, and she told me Monday. Then I asked for her name, and she said, “I can’t give that out over the phone.” Like whaaaaat? This place is extremely overpriced, but it used to by my favorite special treat— I’m rethinking that now……..

Also, I reached out to management a week ago at the address they left below and they DID...

I'm penning down this review as a token of appreciation for an individual who has consistently managed to turn our ordinary trips to Cold Stone into extraordinary experiences. That person is none other than Mathew, a true artisan when it comes to crafting ice cream delicacies.

The moment you enter the store, Mathew's warm greeting lights up the ambiance, making you feel welcomed. His patience and attentive listening skills are worth admiring. Regardless of how crowded the store is, he listens to every customer's preferences in detail and ensures that everyone's ice cream experience is personalized to their liking.

But what really sets Mathew apart is his phenomenal knowledge of ice cream. From the most classic combinations to the wildest creations you can imagine, Mathew knows it all. He is always ready with insightful suggestions to enhance your order, adding that extra delight to your taste buds. Mathew's creations aren't just ice creams; they're edible masterpieces.

Furthermore, his speed and efficiency are commendable. Despite handling multiple orders simultaneously, he maintains an impressive level of cleanliness and organization. It's a pleasure to watch him skillfully juggling different tasks without ever losing his cool, quite literally.

Mathew's commitment to customer service goes above and beyond. He doesn't just serve ice cream; he creates memorable moments. His friendly conversations, genuine smile, and infectious passion for what he does have a way of making every visit special.

To put it simply, Mathew is a true asset to Cold Stone, bringing an unparalleled level of expertise and customer service to the table. If you happen to visit, do not miss the chance to have your ice cream served by him. You'll surely walk out with a smile on your face, a fantastic ice cream in your hand, and an experience...