Cold Stone Creamery — Restaurant in Union

(6/28/21) Update* I was contacted by one of the managers and they got me the size that I ordered in the first place. I changed my review from a 2 stars to a 4 stars because my second visit was better: the person who took my order was very nice and patient with me. Also, one of the managers, Jeff was nice and understanding. I was very happy with that visit. I’m looking forward to visiting in the future and hoping that every future visit is like my 2nd one.

(6/22/21)I love cold stone but this was my first time ordering at this location. I ordered a “gotta have it” ice cream online and they got my order wrong. I understood there could’ve been some confusion, I left to put some of my orders in the car and came back in the store with what looked like a small size instead of a large. As soon as they saw me walk back, one of the employees was rolling her eyes and when I said “excuse me ma’am “ she ignored me. When she finally came up to me saying “yeah?!”, I told her kindly that this was supposed to be a gotta have it but this is the size small. She replied to me with an attitude “this is a gotta have it”, I told her no it’s not. I wasn’t in the mood for the back and forth with someone with a nasty attitude so I left. I walked in this cold stone with a good mood and left in a really bad mood. It makes no sense. Y’all just opened and your employees are already giving customers bad service. I’m so disappointed. I’m giving 2 stars only because the employee who gave me my order was understanding and nice. Everything else after receiving my...

Just came here on a Wednesday night around 5:30pm.. it was empty. There was an African American girl and Hispanic guy in the front who looked at me and did not say a word and appeared to be annoyed I was even there. Regardless, I spoke to the gentleman and ordered my ice cream. He ended up going to the back room for a minute. During that time I asked the girl if you guys serve brownie sundaes. Her back was turned to me and she had one AirPod in her ear. I asked a total of 5 times, loudly and clearly until she finally turned around and acknowledged me. She said no, and kept working. I’m not sure why she was so annoyed with me being there and inquiring about ice cream in an ice cream store. Why the attitudes??? It was very off putting and unnecessary. It was my first time here and my last.

Update I returned back only because I was in the area getting chipotle and was craving ice cream. I walked in and was immediately greeted and welcomed by an employee here. Already a great/better start. We actually began to spoke and I asked him if he was the manager because he was so warm and bubbly! He told me he was actually the owner, and introduced himself as Jimmy. I explained to him about my prior experience here, and he already knew who I was. He was sincerely apologetic and explained to me he takes pride in his business and appreciates the feedback. He made things right and told me the ice cream was on the house. I really appreciated that. He completely changed my 1star review to 5 stars. I will definitely be coming back....

This has to be the first time I’ve had a bad experience with any Cold Stone creamery. I went to this location with my girlfriend to get some ice cream. When it was our turn it seemed as if the servers were not willing to help us. Then eventually one awkwardly approached us and asked us what we wanted. When he was going to begin making our order he grabs the serving spoons that were dripping of water and scooped the ice cream. He adds the toppings and barely chops or even mixes the ice cream together. Because the spoons were dripping with water the ice cream was very watery and soupy like. As he was putting it in onto the cup a good amount fell onto the prep station where the spoons were placed to “rinse”. Then he did the same thing for the second order we made. We got two “I love it” that seemed like “I like it” since the cups were barely full. He put them in a bag. We parked right outside to eat them and both of them were just watery and toppings were barely chopped. Mine had the whole chunk of cookie dough which I could not even cut down with spoon because of how hard it was. The only reason I did not complain was because there was a lot of people in there and I did not want to embarrass the employee. But I do think it’s important to share my experience so that management can express the importance of taking their time with any customers order as we are paying our money in high hopes of a...