Cold Stone Creamery — Restaurant in New York

The experience that took place on June 22,2025 @ approximately 7:45pm - 7:50pm . I entered the store to get some delicious cold stone ice cream . As I come to this store all the time . I immediately advise the worker Beth I have a nut allergy . Can you please use everything from the back . As they have always done . Not only at this location but every other location I been too . Within nyc , Long Island & more . They have always had ice cream in the back for any customer with any form of allergy . Today I was told I couldn’t get the ice cream from the back . I ask was this a fresh tube of ice cream that came out ? The worker stated yes . When I looked at the chocolate ice cream I can clearly see it was almost finished . Which clearly wasn’t a new ice cream tube . The worker then stated that they mixed the spoon up with the nut in the ice cream tube . & she doesn’t care I can just take the ice cream as is . I stated to her I have a nut allergy & you are purposely now trying to give me the same ice cream you stated wasn’t mixed with the nuts spoon . I asked for a manger . Manger Shane then came out & I explain the same to him . He stated he’s not getting not ice cream from the back . That the ice cream is to hard . I stated I have no problem waiting for the ice cream to melt a little . As I’m a returning customer . He stated “ to take yourself to the Jamaica ave location & another location . As in this location we don’t accommodate people with nut allergy or any form of allergy . I said seriously ? Okay & walked out . I drove off as I do live in the neighborhood. I came right back & came into the store and ask for both their names . I was very upset and baffled . How I was treated as a customer . I was very displeased on the service cold stone represent for anyone who has any form of allergy . Such as and adult or child . Ice cream makes people happy . To be treated as such way was very heart breaking . I came back to tell the manger Shane . what his worker did could of killed me or someone else . Nut allergy is number 1 allergy in America . So to treat anyone like that with a allergy was completely mind boggling . The fact the workers lied and said it wasn’t at first is ridiculous . Could really harm / kill someone with and allergy . The manger not caring as well . Just was very unacceptable . As well as unprofessional & unethical . I am very un happy on what has taken place . I would like some sort of resolution. I can’t believe this type of behavior / unprofessionalism that took place . Such as cold stone . This is what you guys repersent to your paying customer ? I’m completely disgusted . Thank god I have a every thing on audio recording & video . I couldn’t believe this happened ….. really...

This evening I went to cold stone located on union tpke and utopia parkway, while there I witnessed a horrible incident between a family with a special needs child and a heavy set employee with purple hair. As the family was waiting for there daughters ice cream there daughter had went into the section with the cakes and poked one of the cakes in the fridge which the employee for some odd reason was in the fridge doing something with and had the box wide open. After this had happened while I was still standing at the counter I heard the parents both apologize and explain that their daughter has delays and didn't do it on purpose. This was when the fat purple haired cow whose name is Lion could be heard telling the child’s family some stuff that even broke my heart. The employee was very very rude and started going off on the family and then had the nerve to deny a sweet and innocent little girl who unfortunately couldn’t help herself, her ice cream unless the parents also paid for the cake in full. Worst of all she even said something to the mother that told made me wanna walk over and be like how dare you discriminate against a child just bc she is special needs. I can assure you that bc of how much verbal abuse this family received from what I now know was the store manager, my family and I will NEVER return to this location. In conclusion all I have to say is this, Lion 🦁 may you get what you deserve bc your definitely a disgrace to the world...

I have ordered from here multiple times. Most of the time, the order was usually fine though I will say there was definitely some skimping on the toppings even then. Once they didn’t even bother to mix the mix-ins and I was greeted with an entire piece of brownie right in the bottom of my cup. (How is that a problem? Well, when you’re expecting brownie bits in almost every bite of your ice cream but don’t see any when you open it and then you eat most of the ice cream brownie-less and finally come to find out that the brownie was just thrown at the bottom of your cup, it’s sort of a problem). AND this is not even the issue that’s gotten me to write a google review for the first time in my life. I ignored this brownie situation and for some reason, chose to order from this place again. I ordered 5 Gotta Have It cups. 4 of them are leveled off and look like they have the amount of a Love it cup. I didn’t pay extra for a Gotta have it just to get 2/3 the amount of what I paid for. And once again, I guess someone was feeling tired and decided not to mix the mix-ins in my mint mint chocolate chocolate chip ice cream and just gave me mostly mint mint with choc pieces sparsely...