Cold Stone Creamery — Restaurant in Saratoga Springs

We come here very often and this is the first time I have had such terrible service. Normally when we come its a couple people working, tonight they had 8. So, you would think we would have great service. Well everything was fine, until we went to ask for lids. My daughter went up to ask for lids, because she likes to ask for things. I followed to make sure she got help. When we got up to the register, there was only one person being helped, so I thought great we would be helped with no issue. Nope! I saw atleast 5 employees look straight at me but didn't ask if I needed help or anything. Normally, in a service industry, if you are busy you acknowledge someone and say we will be right with you. Not a peep from all 5 who saw me standing right in front of the register. Next, a guy who was walking back and fourth walked up and asked the people behind me if they needed anything. Excuse me, am I invisble? Maybe he thought I was there for chocolate, who knows. But if he asked instead of assuming what I needed, he would have found out all he had to do was grab some lids. I have no idea why he asked the people behind me first, baffles me. So, maybe one of the other 6 people would have walked up and asked. Nope! Well 5 mins has passed of me standing in front of the register, and the one person who was being helped with ice cream has moved down all the way to the register. Well, I thought the person coming down to ring up the other customer would have asked the person standing in front of the register if they needed help. Nope, acted as if I was invisible as well and begun ringing up the other person. I had to move my daughter out of the way so this person could purchase their ice cream. Could have avoided the awkwardness if she just asked if we needed something. Finally, after she rung them up walked away and came back, she asked what she could do. All of this for some lids. This all could have been avoided if the first guy asked a question. Training, all starts with training. I have honestly had better service here with...

This place is very popular, especially in the evening, when long lines form. But today, I stopped by during the day just to buy some cupcakes. There was a man with a child in front of me, and they were slowly trying different ice cream flavors. None of the staff seemed to care that I was standing there with the cupcakes, just waiting to pay and leave. No one even asked if I needed any help. The employees avoided eye contact, pretending to be extremely busy, even though there were only a couple of other people in the store. I simply didn’t have time to wait while the child tasted every flavor. When I asked if I could just pay for my cupcakes—since the café has two registers and more than one employee—I was met with a surprised look and then told to wait longer while the child continued sampling. Why couldn’t they just ring me up at the other register, which was also open? The family in front of me hadn’t even placed an order yet! I was also holding a baby, yet I felt like I was being treated unfairly and disrespectfully. Eventually, when I mentioned that I only had cupcakes, another employee finally noticed me and smiled—though she had been in the store the whole time without acknowledging me before. The cupcakes were great, but please train your staff in basic customer service! A few days ago, I visited this café in the evening. Yes, there was a huge line, but online orders are supposed to be picked up from a separate counter. However, there was a long line of delivery drivers, and none of the employees seemed to pay any attention to them either! It felt like online orders didn’t even matter. There were at least six staff members working at that time. Horrible...

Two stars only because we came in 30 minutes before close, and they did greet us upon entering. However, I am very dissatisfied with this experience. There were about 5 or 6 people working. We were the first people in line and we spent a few minutes looking at the menu. When we were ready to order, 3 employees made eye contact with us and one continued taking ingredients to the back instead of helping us. When we finally ordered, it was a signature creation, and the guy made it wrong. I had to remind him twice to add what was actually supposed to be in it. He also didn’t mix any of the ingredients IN the ice cream, just around it. When he handed it to me I asked him to take it back and actually mix stuff in. He took it back and still didn’t mix the ingredients into the ice cream. I like ice cream, but I came here to have something I couldn’t make myself by throwing everything on top. When he handed it back to me his hand touched the ice cream a little as well, and they don’t wear gloves. We debated whether or not to say anything in the store again and decided against it because they clearly wanted to be done making ice cream and...