Cold Stone Creamery — Restaurant in Virginia

I’m a big fan of Cold Stone, but I’ve had two disappointing experiences at this location. On one visit, I ordered a gotta have it, Dough For It and noticed the employee was using granulated sugar instead of the usual crystal sugar found at other stores. I asked her if they always use granulated sugar and she said yes. I politely told her to stop my order.

Despite that, I decided to give this location another chance and placed a mobile order for an Everybody’s Size (Triple Pint) of Dough For It. When I arrived, I saw an employee preparing my order. However, the container wasn’t full and at least 2 inches were missing front the container. Instead of adding more Dough For It, he filled the rest of the container with plain ice cream. I had to ask twice before he agreed to mix it properly. His original response before fixing my order was that it was all in there and to grab a spoon and dig deeper for the signature cookie dough. I usually go to a different Cold Stone with better service, and after these two visits, I’ll continue...

I’d like to preface this by saying I like Coldstone… but this visit was the worst one I’ve had (and one of the worst experiences as a customer anywhere)!

Two kids working with obnoxious and loud heavy metal music playing (swearing included). Neither made eye contact with any customer until they took the order (after a waiting period w/no communication whatsoever). I couldn’t tell if they hated each other or both had a terrible day. The guy who took my order probably said 3 words total to me, no smile or even pleasant facial expression. I even told him to have a good day and he had already turned away.

And then separate from the customer service “experience”, I didn’t care for the flavor I got, but what could’ve been helped was the already melted whipped cream and below the brim serving for $6.99! I took this pic within 2 min of getting this. Insane.

I implore the owner - invest in employee training, and if it turns out to be an attitude problem, fire them. You’re losing business! Waste of my time, money,...

I just want to express my gratitude to the young men working the evening shift tonight (Saturday, August 31st) for bringing my three tubs of ice cream out to my car!

I placed an order online for three triple-pints and then arrived at the store shortly after. They were already halfway done with my order, but it was just starting to rain and I had my baby in my arms. Thinking I should hurry my baby back to the car before the rain got heavier, I asked the boys if I could just pull up my car to the curb and they could come to the door with my ice cream. Once I got baby situated and I was getting ready to leave my parking spot, I turned and saw one of the boys already at my window with my tubs of ice cream. He came out into the rain without an umbrella, passed two rows of cars, and handed me my order! Even though the store didn’t seem very busy and bringing me my order is probably easy enough to do, the gesture is not any less appreciated. Thank you so much for the...