Cold Stone Creamery — Restaurant in Virginia

The first time I went to this location (for the record I LOVE Cold Stone), the door closest to the parking lot was locked and the one person who was working there wasn’t anywhere in sight. It felt like they didn’t even want anyone to come in. I had to go through this weird side door. The person, literally, did not say one word to me except for the price. I thanked him and by the time he handed me the receipt, his phone was out of his pocket and he was proceeding to watch YouTube videos and return to the back. I understand there is downtime, I just find it rude to do this in front of a customer. I returned today, seeing as it’s Valentine’s Day, to buy some ice cream for my husband and me. Online, it says they close at 9PM. I arrived around 8:20PM, and tried both entrances. A woman was standing at the front, looking at me angrily and shaking her head. I look at the hours that are supposedly listed next to the door, and half of them are scratched out and not replaced with any new times. The other door says that on a Wednesday’s (the day I went) they close at 9PM. It looks as if it was attempted to be scratched out, but wasn’t. I wait outside for a while as two others come out from behind the back and stand at the front counter, completely ignoring me, not bothering to say if their hours have changed or to clear up any confusion. Returning to my car, I call their number. A man picks up, and I ask if they are open. He says they closed at 8PM. I mention that online and in the shop itself it says 9PM. He tells me I’m wrong, and that the hours by the door say 8PM. I tell him that I’m actually there, and can physically see that this is not true. He doesn’t respond, I thank him, and hang up. Thank you, local Cold Stone owner, for running a business and doing a really great job at making sure you don’t let anyone in said business. You’re...

It is Sad this is my favorite place and I cannot get good service lately. The ices team is great but the leadership don’t know how to mange it. I ordered 2 of the biggest sizes of a certain flavor of ice cream with the same topping yellow cake, after one of the owners or manager started preparing it she said”oh, I’m sorry I don’t have more yellow cake”. I wonder why she didn’t let me know This ahead of time so I would have chose something else or just not order at all.

She then asked me if she could put something else and I said no that’s the only topping I like of the ones you have available. I told her perhaps you should have enough topping of the yellow cake available for the customers when they come so when they order its already there available; not frozen and unable to get it.

She proceeded to blame the employees for not doing that. She said that she had to do everything every time or he didn’t get done. ✅ I cannot believe how unprofessional this is. If this is true then they need training, retraining, or something else ; which I let her know by the way.

This is just exhausting ; to get no service or poor service and then get an excuse for not giving good service like it should be.

Sometimes small business owners wonder why their business sometimes fails and is because customer service and little details like this that could make that day of somebody else; that you guys don’t provide. I’m not...

I normally go to Cold Stone branch on Oyster Point in Newport News. I always get my son’s birthday cake from Cold Stone and never had a problem. They package the cake in the CS brand box and gave me a CS bag to bring it home in. The birthday greeting looked professional. This year, I went to this location and was disappointed the moment I wanted in. The guy said he tried to call me because he didn’t have the toppings that we requested. I ordered my cake online the week before. He told me he tried to call me, but there as no missed call on my phone. He handed me the cake in a plain white box and didn’t even open it for me to check. When I did, the writing looked like a 5 year old wrote “Happy Birthday” and it looked cheap. We asked to buy an extra container of ice cream that was pre-made in the freezer, but he said his credit card machine was broke so cash only. I didn’t have cash so we left without it. Another customer came in with his daughter and over heard cash only so he also left. I was very disappointed. For the price of the cake it could at least look professional and be in the proper branded box. I will never go to the Williamsburg...