Cold Stone Creamery — Restaurant in Virginia

Although I don't have any complaints about the ice cream, my comments are more towards customer disrespect and racist attitude of one particular store associate. Last year, I went to get ice cream at Cold Stone (Brambleton). The store clerk was sweating profusely and I said to him that he should clean up and then make my ice cream. He said that "my sweat will make your ice cream tasty". Even before I could respond to him, he continued that "In India, food tastes good because it is cooked with hands covered with sweat and dirt". I became serious and asked which country did he come from and he backed off. Another store clerk completed the order for me.

In the following weeks, I formally complained to the store manager (on the cold stone website) who immediately called and apologized to me and said he would take very strict action against the store associate for his racial behavior.

However, even during my most recent visit to the store a couple of weeks ago, the store associate did not seem to have learned his lesson and continues to display the same level of arrogance and indifference towards customers especially of Indian descent (per my personal observation). I fail to understand if this is the fault of the store clerk (or) of the store management for not taking stringent action despite repeated escalations.

My visit to other Cold Stone creameries in neighboring cities (Herndon and Fair Oaks mall) have always been very good and I am pleased with the friendly behavior of the...

The staff is lazy and just appears to be "busy" and avoiding to take orders from customers. Even when there are no customers, they make you wait for 5-10 mins appearing to do other stuff rather than greet the customer or even say "we will be right with you". None of that. Highly unprofessional. There's a South Asian lady there who you can tell is trying to look busy and doesn't look like to take orders. Unless she's new or doesn't know how to take orders, she can at least talk to customers and let them know someone will be taking their order. Thrice I've had the same experience. Even after making customers wait, no one I repeat no one in that store apologizes to the customer. If I were running the store, I would fire all the staff (working evening shift on 2/9/21) and hire new folks and train them. Shame...

Treated horribly! Ordered ice cream for curbside pickup online. Took it home and first off not a single one was made correctly. 2 had the wrong mixins and 2 were missing mixins. Additionally I have a 5 minute drive home and they were all melted and soupy. I called to let them know and the shift manager who answered the phone apologized and very nicely agreed to either make new ones or refund it. I told her just to refund it. Got a call back an hour later and apparently the store manager won't refund it unless I bring the ice cream back! They claimed "it's the policy of this cold stone". I am seriously going to put melted ice cream that I had thrown away back in my car to get a refund??? Seriously??? You just lost a...