Cold Stone Creamery — Restaurant in Southborough

This is the review for the management team of this place ( I love their ice cream- had it at different multiple locations). Their freezer was broken and it looked like their ice cream was melting... when I asked about about it i was told sometimes the temperature fluctuates a little and if he grabs icecream from the bottom it wont be a problem... he got my ice cream ready and served in a cup .... I dipped my spoon in it and I could see it was all semi melted and if not eaten in another 5 mins,, it would be all liquid.... I expressed my disappointment and the manager acted as if it was nothing.... I had made the man work on my ice cream so, didnt want to just leave without buying so again I expressed my disappointment on the state of icecream and asked for discount... He offered me 50 cent discount.... for the almost melted $8 icecream that I really won't be able to enjoy on a super hot day but was only buying it out of respect..... after that ridiculous offer I just couldn't take it and just told his that and left without buying...... Plz just try not to sell bad goods to...

I wish we had looked at the reviews for this location before ordering a pick up order tonight. We ordered ahead of time and went to pick it up, and on top of waiting additional time for the order after arriving (which honestly wouldn’t have been the worst part)- there was no sense of urgency or professionalism from these kids. Easily heard a party going on in back - I show up and one person comes out and claims that they are working on our order. 7-8 minutes transpires of confusion, looking up what goes in an order, handling fruit and cutting a banana bare hands and no gloves, and then after messing up creating one of my two orders incorrectly, another person comes out to complete it. They hand it to us to go, I ask for spoons etc- both the orders we got were incorrect, one missing a topping and the other missing a waffle cone/ Huge disappointment- growing up in MN where cold stone was a religion - I understand times change but being professional and doing your job should not be something of the past. Definitely won’t...

While I understand every business policy is different, working with the general public is not for the workers here. I walked in, not a single customer or employee in site, employee on the phone in the back room for a few minutes, then tells me "I'll be right with you" - OK, I work in customer service, but finishing your phone call for ANOTHER few minutes while I wait is ridiculous. Moving on. I grabbed an already made cake out of the freezer, again, no one in the store but me and 1 employee, I asked "Are you able to write 'Happy Birthday' on this?" Employee says "Nah, can't do it the same day" .... Let me reiterate there hasnt been a single person in this store the entire time I waited for him to finish his phone call. I asked "oh.. they've done it before, you're not able to?" He says "nah" like 🤣🤣🤣 the other reviews for this location don't disappoint. Management should probably do better with the employees, but that's...