Cold Stone — Restaurant in Newark

Cold Stone Creamery – Broad Street, Newark, NJ store #23821 Date of Visit: 5/5/2025 Customer #13 (as per my receipt)

As a clinician and program manager who dedicates long hours to supporting the emotional and mental well-being of youth and young adults, I often don’t get much time for myself. After a particularly difficult week, I decided to stop by Cold Stone Creamery on Broad Street — a location have never ordered at — in hopes of lifting my spirits with something sweet. I even braved the rain to get there, simply looking for a small treat to ease my day.

Unfortunately, the experience left me disappointed and frustrated. Upon arriving, I was met with a young female-presenting employee, identified as Mac-C J. I requested a signature selection with a few substitutions and was told (with a noticeably irritated tone) that such a request fell under the “special creation” category and would cost more. I had no issue with the clarification and actually appreciated the explanation — what I didn’t appreciate, however, was the dismissive and disrespectful attitude that accompanied it.

I calmly asked whether there had been any difficult customers earlier, trying to understand the root of the agitation. Rather than clarifying or acknowledging my question, the employee responded with “Excuse me?” in a manner that felt confrontational. I repeated myself, but it became clear that the tone of the interaction wasn’t going to improve. At that point, I considered walking away, but I opted instead to complete the transaction — not for the ice cream, but to ensure I had a receipt with a name so I could provide this feedback.

As a mental health professional, I understand the importance of grace — I offer it daily in my work. But today, I felt it necessary to report this experience. Emotional regulation and professionalism should be modeled in every customer-facing environment, particularly when there’s no provocation. I was the only customer in the store, and I still received poor treatment.

While I hope this feedback is used constructively to improve future interactions, I won’t be returning to this location. This was meant to be a small act of self-care after a long week. Sadly, it became a reminder of how crucial it is to extend kindness, especially when we have no idea what others may...

VERY HORRIBLE CUSTOMER SERVICE YESTERDAY👎🏽👎🏽👎🏽👎🏽and I come here sometimes due to living close by. They need to get more workers and people that actually care to do their job correctly. I came yesterday with my sis to grab a to-go cake for a friends birthday. Only one other family was being serviced by the female coworker for ice cream, while the young male light skin coworker was starting to make ice cream sandwiches.

While waiting at the front the male coworker was going to the back and looked right at us. After 10 minutes he finally came to the front register then told us to move over to let another lady pay that came after us into the store when we were there before her waiting at the register. The lady even told us why we were waiting and why he told us to move over when we had a to-go cake and been waiting.

After the lady left and it was our time to pay we told him that his actions were unfair and he was in the wrong when we been waiting for over 10 minutes at the register and were there first. He then proceeded to get an attitude trying to tell us we were wrong when we were not. After paying he didn’t ask us if we wanted to keep our receipt and threw it in the trash.

When I asked him for my receipt he told me he already threw it away then I said I need my receipt for the cake for my own proof. Still with an attitude he got the receipt out the trash and gave it to us angrily. After getting home we realized he gave us the wrong receipt on purpose.

This is unethical behavior from coworkers and will deter clients from ever coming back to this establishment. I would come here to get ice-cream but after yesterday’s episode and being treated unkindly Coldstone Creamery on Broad Street will NEVER!!! get another dollar from me.

PLEASE HIRE...

Ok. Everyone knows Coldstone. It's your go to ice cream parlor. But they are not all the same. I've been to one in Hoboken that's run terribly, it's dark and it's not clean. Credit to Coldstone to give Newark New Jersey a chance with opening this location. Smart I say because Newark is a gold mine for opportunities. Now as for this location... It's new but they are not ready. Too many options missing. Takes too long for your order to be completed. Ice cream melting before it's scooped out. Eventhough I can get there in less than 10 minutes and I've shopped here 3 times already, I will opt to go to the Coldstone in Montclair. Maybe they will get better in time but I just don't have the patience. Plus driving through Montclair is relaxing and...