Cold Stone Creamery — Restaurant in Novi

Horrible! Will never come here ever again. I used to avoid the Haggerty Rd/Commerce location and come out of my way to go to this Novi location but never again after today. My son ordered a gotta have it with extra cookie dough and caramel. The lady refused to listen to him and literally put ONE cookie dough puck in his entire ice cream. Now, since it’s the gotta have it size, I know for a fact he should’ve received 2 pucks as one mix in, PLUS his extra that he asked for, and then 2 figure 8’s of caramel. Nope. This chick kept saying “a gotta have it with cookie dough”…. No lady! Then, I got a like it signature that I wanted to modify but the line of people in front of me prevented me from being able to speak to her. They also cut their brownies wayyyy too small, and not up to Coldstone’s standards. There’s literal markings on the sheet of brownies that they’re supposed to cut into squares. Skimping again. They rushed us for no reason, as there wasn’t anyone behind us, just in front of us. I cannot believe I paid $17+ for this, because then they just sat our miserable ice cream on the countertop and walked away. The ice cream was literally melting before I could take my first bite and ask for a lid. I walked right out, took 3 bites, and then threw it in the bushes by the movie theater. Ruined the experience. Didn’t want it....

Visited today. Customer service was horrible by one individual. The only dark haired male that works the cash register. He is a racist and has no problem letting African Americans know that your business is not welcome or wanted. He's very nasty to customers. I have been going there since the summer of 2016 and each time I've visited and took my young son, he was very pushy, rushed me and my son out of the ice cream shop and just rude. I cannot believe the owners allow this person to represent their place of business. When asked to speak to a manager in regards to his behavior, none is ever available. I only continued to patronize them because the other staff is great and I don't think all of them should be judged by his behavior. I will research the owners and write a complaint but for now I'm posting...

I have never been treated so rudely by an entire staff at an ice cream shop. I took my grandson for ice cream after an escape room He eight years old and he even noticed how unprofessional this staff was. You could tell that they did not want to be there working on a Friday night or at all for that matter. I had four people in my group and they got three of our orders wrong. There were three different people preparing our orders. The orders were not complicated, pretty basic. Then we had to stand at the cash register for at least 10 minutes to pay, we could have walked out with our ice cream, and they would not have even noticed. Granted it was a busy night. However, these employees should not be in the service industry, do better cold stone and hire a...