Cold Stone Creamery — Restaurant in Town of Somers

Absolutely horrible experience here this week. The worst customer service I've received in a long time. I pre-ordered a small chocolate, peanut butter ice cream cake for my sister's birthday party for pickup 7:45 with the party starting at 8:00 pm on Sunday. My friend attending the party was picking it up for me on the way. When she arrived, she was told by the employee "I thought this order was for tomorrow. We don't have this cake." She called me on the phone for us to work through the issue together. For our inconvenience we were offered a small cup of ice cream, or a large cake in a totally different flavor. Neither of those options helped us at all. The only small options they had on hand were coffee or vanilla (sweet cream) - neither of which my sister likes. We reluctantly chose the vanilla and asked the employee what could be done for this major mishap and we are told nothing. We ask him to call his boss - who says the most he can offer is $5 off. $5 off a $43 incorrect pre-ordered cake is absolutely insulting. We didn't have time to go somewhere else as she was already 20 minutes late for the party because of all the back and forth so unfortunately we had to accept. The kicker - when I got the credit email notice back that night - he had only refunded me $4. It was really shocking that they completely forgot our order and were so unwilling to give us a discount on the wrong replacement cake in such a casual, unapologetic manner.

Beware when ordering a cake from here. Very, very disappointed. Will never...

If I could give this location zero stars, I would. We’ve been coming here for years, and unfortunately, staffing issues have always been a problem. About a year ago, it seemed like new management took over, but things have only gotten worse since then. The staff acts like serving ice cream is a chore, and their attitudes are consistently unpleasant. It feels like hiring unmotivated teenagers without proper supervision is doing more harm than good.

This location needs serious improvement before continuing to hire more staff who clearly aren’t being properly trained or managed. The customer service is so poor, it’s hard to understand how they’re still in business.

They’re also constantly out of stock on multiple items, yet they continue to offer them online. We’ve shown up several times to pick up items we ordered, only to be told they’re unavailable. Most recently, they promoted their new birthday cake taco, which has never been in stock despite the signage and online listings. One employee told me they had it yesterday, but I was here yesterday and was told by another staff member that they’ve never had it.

Tonight was the last straw. My family and I will no longer be returning to...

I have been visiting this Coldstone creamery in Baldwin for many years but lately the staff has been changing and the new hires just dont care about the Pandemic nor do they take pride in appearance. The staff are young and not professional. Some wear mask at times while others dont care too. I visited coldstone today and I found a hair in my love it cup. 2nd time in 2 weeks. The 1st time was 2 weeks ago when I payed for a gallon of chocolate devotion and when I got home the gallon was not even full and a hair was found. The young employees go unsupervised 1 may be wearing a mask and the other does not but they expect customers to wear a mask when entering. One was even cleaning the glass doors and the store got crowded he stopped never washed his hands and started serving customers. This place needs either new owners or new manager and to say the very least better supervision in the evenings and weekends. If changes do not come soon I can see this place closing down real soon. You can count me and my family out from ever visiting...