Cold Stone Creamery — Restaurant in Virginia

Planned a nice family outing and we had just enough time to stop in this cold stone. Haven't been to one in years so I was pretty excited. When we walked in the door (4 adults) we were greeted with horrible looks and the employees wouldn't answer us when we asked if we could get ice cream. Finally the girl said yeah we are supposed to be open but we are doing stuff. We were the only ones in the store. We were keeping it simple and planned to eat the ice cream in the truck, so I don't know what their issue was. I ordered an apple pie one, and this girl was so mad she proceeded to beat the crap out of my ice cream with the spatula thing and dumped way too much cinnamon on it, it made a big cloud of cinnamon dust everywhere and my ice cream was a brown color. The waffle bowl was stale and rubbery. If I was the manager I would have fired these two, and honestly I have no desire to ever visit a cold stone again since they absolutely ruined what was a fantastic night. I would absolutely steer clear of this place, they obviously have issues with staffing. If I could say anything to those employees, it would be I'd make your ice cream any day with a big fat smile, you think your job is the pits, I invite you to try mine just for a day. You wouldn't...

We had just placed our order online for 2 cheesecake fantasy and my husband had picked up our order from the store. Not only were they packed weirdly but the frozen fruits in our ice cream were completely stale. We thought it would be just one or two bad berries gone bad but we tried a few and they all tasted funky. I called up the store immediately to warn them before even raising a complaint so they can check and stop serving immediately as I was sure any customer would fall sick if they were being served the same.

The girl on the phone tried to talk to her manager but did not even check for fruits gone bad at their end nor acknowledge my concern itself. When I called back to speak to the manager, they told me to get back the order to their place for full refund.

My husband just returned from the store and they neither accepted the fruits were stale nor were they apologetic about serving stale food. They processed a full refund though. I never usually post negative reviews as I understand many things can go wrong in many ways. But this experience has completely changed our perception about the quality of stuff being served at cold stone and at this...

I have visited this place a few times without any issues. But I decided to order a cake from them on 02/21/2023 to be picked up on 02/25/2023 at 12pm. I was told that was enough time for them to prepare it. When I arrived there on 02/25/2023 at 12:10 pm I was told they forgot to make my cake. I spoke to a lady who didn’t seem interested in the fact that they just forgot the cake. I was told they could have the cake ready for me by 5pm. When we arrived again at 5pm they couldn’t find the cake for 15 minuets and then suddenly came out with a cake that appeared to be the correct one. I cut into it on 02/26/2023 and realized this was not the cake I ordered. It was supposed to be a chocolate and banana ice cream cake and it was chocolate and vanilla. All they did was take an already made cake similar to the one I ordered and wrote the message I requested and gave it to me. I called and of course there’s no manager present, ever. This is absolutely ridiculous, I would’ve canceled the order but I had already prepaid. I cut three pieces of it and only one piece was half way eaten. So, think not twice but four times about ordering...