Cold Stone Creamery — Restaurant in Mount Laurel Township

Normally this is our go-to Cold Stone but this last visit left a bad taste in my mouth (pun intended). As often as we visit, I did not expect what occurred, considering it's literally ice cream and this could have been avoided with better customer service from the owner.

Due to the lack of locations I drive 20 minutes to get to this Cold Stone. Last night I made the trip to grab the wife and I ice cream. Get there and they're busy as always. I place my order and wish I had babysat the girl making it better. Needless to say, I order two peanut butter cup perfections. One of them being completely normal, the second being banana and chocolate ice cream. Nothing too complex. Girl tosses them in a bag, I pay, and I'm on my way home. 20 mins later I open the bag to see one being the wrong size. The other ONLY having banana and chocolate ice cream. No fixings.

We call the store and at this time they're closing. Speak to one of the employees who tells us we will have to call back today but to give his name. Instead of calling, we went to the store with intent to get ice cream again and deal with this issue. The one employee there seemed interested to help us and called the owner. The other employee kept telling us that they can't just hand out ice cream to people. Scammers and all this. It's ice cream ffs. Then tells us what the guy from the night before shouldn't have been telling us, etc. Asking us if we have pictures of the ice cream etc.

The helpful one comes back to us after talking with the owner and explaining the situation saying the owner wanted proof of the ice cream if we had it, etc. Seriously? It's ICE CREAM. I don't drive 20 mins out of my way to scam a freaking Cold Stone out of 5 dollars worth of ice cream. Needless to say, Rita's, Holiday, and Vincent's can have...

Normally cold stone would get 5stars for flavor and quality alone. I must say the mt.laurel location usually has good friendly service but lately it has deff. Not been as good lately. The last two times they have messed up my pt.and bigger orders. Both visits were mons.apart - the most recent visit was yesterday 03/03/21. I took my older son in with me there was one younger lady working,we were only ones in the store.The worker was not only short answered, slightly unpleasant as a server she seemed down right miserable to be there in general or maybe just miserable in general. Not only did she manage to make myself and my 13 yr old feel as if we were an annoyance just being there,let alone placing an order but she also managed to mess up the order - after having me repeat myself to her and her repeating it back to me correctly.Worst part - it wasn't until after we were home we realized the order was wrong - you see, after she did my son's love it size order,the repeating back and forth of the 2 others,and her starting them,that we turned our backs to look at the cakes and ready made options in that short time period she managed to mess up the order by 1.ignoring my request completely (birthday cake remix -yellow cake instead of brownies) & 2.by doing the exact opposite of what was asked on the lucky charms order(yellow cake in place of whip cream,extra cake(didn't happen),leave other reg lucky charms mix-ins only use very little of them(marshmallows & gold dust) instead barely any cake and was filled with marshmallows - didn't notice...

On the last five of our six visits over the past few months, it seems like not one person behind the counter had been trained on how to do anything. From mixing items as described on the menu to taking orders from people in the same order as they are standing in line to ringing up an order, it all seems like someone snuck behind the counter after watching someone mix ice cream in a movie that morning. There has been one employee there consistently on every visit, but I haven't seen any other person behind the counter twice. We have witnessed the one consistent employee making herself food without gloves during a rush (a line up to the front door) and eating it while standing behind the counter. Basically, consider getting something else for dessert or, if you must have Cold Stone Creamery, be prepared to coach the staff through getting your order right, charging you correctly and, if you're going with one or more other people, get one of the people behind the counter to help the people in your group before they skip to the people behind you as this will be such a long process, the first person in your group will have melted ice cream by the time the second or last...