Cold Stone Creamery — Restaurant in Normal

So disappointed.. I won’t be back for a while after this experience.

Online ordered two creations around 8:30; order time for pickup was about 8:53pm… I figured they were busy so I didn’t arrive until about 9:05. Fast forward twenty more minutes of waiting inside of the store and that’s when my ice cream was finally made and given to me. There were at least 10 individuals that went through in store ordering and completed the entire process prior to mine even being started. A total of 55 minutes from order time to make two creations…? And even if I’d decided to obtain a refund due to the timely wait, there was no manager in and so nothing could be done until the following day. (To which another customer tonight did opt to have their info saved for the manager today and when they left the store, two employees snickered and rolled their eyes at “the audacity”.

As if this wasn’t enough… there was one particular employee.. very sweet personality however… (Caucasian, short, “boyish” clothes and dark curly short hair girl)… 1) her hair was down and not secured, so was flying everywhere when she moved erratically, which seemed frequent. 2) she was CONSTANTLY touching her hair and face and then WOULD NOT WASH HER HANDS and would continue to make creations as though she hadn’t just run her hands through her hair or stuck her thumb in her mouth (which I am not exaggerating l, she literally did that and then checked a customer out) When two people that have been waiting 20+ minutes for ALREADY PAID items and then bond about their frustration and the sheer nastiness of this employee being so blatantly unhygienic and going against every health code out there…. Yeah just a terrible experience. I’m so glad I wasted my birthday coupon to have this tragic experience.

Flavor doesn’t matter when this is the experience. I am not alone in this feeling tonight...

I love Cold Stone and their ice cream, but the service at this location is consistently disappointing. The staff often seem like they don’t want to be there, no greetings, bad attitude, and a lack of basic customer service. During my last visit, I asked to sign up for rewards before paying, but the employee rushed me through checkout even though no one else was in line. When I asked again, she just said “Oops, too late. Just sign up next time,” with no effort to fix it.

On a previous visit, I came in two hours before closing and tried to order a milkshake. All the chairs were already up like they were trying to shut down early. Then I was told they couldn’t make my shake because they “forgot to buy milk.” It’s an ice cream shop…how do you forget milk? I hope they can improve their customer service, because I did really do enjoy coming...

Review written 10/15/2024, went there yesterday and male employee who seemed like the owner, did not give a spoon with the ice cream and there were no spoons within reach so I had to ask. You’d think if you owned an ice cream shop you’d have spoons out for customers. I don’t think I had ever had to ask for a spoon for ice cream in my life until yesterday. Overall atmosphere of him and the woman cleaning was not very nice. She had earbuds in and didn’t interact with me as the customer at all and he seemed bored with the interaction. Also the one sole topping I wanted was frosting and they had no frosting even though it showed frosting available on the online ordering for this location. I went to redeem a $5 reward and I regret using it on...