Cold Stone Creamery — Restaurant in Washington

Came in last night (7/24/22). Hot Sunday evening so TONS of customers, staff was overwhelmed but doing a great job! Kind of a bummer they were out of a ton of flavors including the one I came in for. They were out of oreo, graham crackers, and banana. So we had to adjust our 6 orders quite a bit but of course I understand it wasn't the fault of the staff so no biggie. I really appreciate the hard work and positive attitudes most of the staff gave. The reason I'm only giving 4 stars is the confrontational attitude of one particular employee. He was a tall gentleman, the only one wearing a mask and his name tag said Mat. I watched him give the group in front of me quite a bit of attitude when they asked how to redeem their points from the cold stone app (the customers were super understanding by the way and just said no biggie and skipped it)... Then while I was waiting to have my orders finished I took a picture (included in this review) of the half empty ice cream display to show my BF. Then kept my phone I'm my hand and just kind of leaned against the counter. He IMMEDIATELY got confrontational and repeatedly asked me not to record him. I flipped my phone around to show him I was NOT recording anything, told him so.and told him he needed to change his attitude. He just said sorry and continued on doing whatever he was doing... I was REALLY put off by this. Had we not received 2 of our ice creams already I would have walked out. Another 10-15 min passed before it was our turn to check out. And I'm having to wait because this same employee is now arguing with a customer (not sure what about)... This customer was not as polite as the last. I think this employee could use some training. He is just waiting to confront a customer and put them in their place. He's seriously lacking customer...

If I could give zero stars I would but there isn’t an option. My fiancé and I arrived at the cold stone around 7:15 pm on Saturday 2/15/20. The line was really long which wasn’t the part that frustrated me. It was the fact that there was 11 people in front of me and another 15 behind with only 1 person( Tom) helping customers. Then part that frustrated me was that there was 3 employees working. One of them was staying with her back the entire time making waffle bowls. The third person (Kelly) was taking a time re-filling ice cream flavors that honestly did not need to be re-filled at the moment. They were not empty. I saw her take 17 minutes to change out three flavors, working really slow and complaining about her back. At this pony several customers had walked out and many more walked in. The only person who was helping customers (Tom) took 16 minutes to make a milkshake and one ice cream order. There was no sense of urgency at all. I finally asked if there was really only 1 person taking orders from customers and if she really felt it necessary to Refill ice cream flavors that wasn’t even out. I told her that by the time they actually started helping customers there would be no reason to refill the flavors because the store would be closed by then. She responded back very nasty and said well you can keep running your mouth and the ice cream will run out. I was shocked. So I decided to leave and take my business somewhere else. Before I walked out I asked both of the employees what their names were which is how I got them. I also noticed that multiple customers walked out after me. Reading the reviews that have recently been posted by customers shows that this location does not get managed very well and has no idea what good customer service...

Not sure what's happening with this location, but over the last two weeks it's been a joke trying to get ice cream for my kids. The Monday we showed up after 1 pm when the store hours say noon opening and the doors were locked, lights off. No sign on the door or message on the recording explaining why they weren't open. Figured it was a fluke. Came in today to a single employee working, so I get that being frustrating, but their attitude was beyond excusable. We politely waited in line while he was helping the two ladies in front of us, my husband inquired about the bathroom being out of service since the sign was on the door but the door was also open. The employee rudely said wait, wouldn't even give a yes or no answer, basically the impression was f-off. After he finished the process of helping the ladies ahead of us, he didn't acknowledge us at all and walked off to the back. We waited a full 10 minutes and he still never showed back up. We ended up walking out, much to our kids' disappointment. Four other people came in while we were waiting, hopefully they got some customer service because we sure didn't. Even just some acknowledgement of 'hey I'm alone, it might take longer' would have gone a long way to a better experience, but the dude there acted like he couldn't have cared less and blatantly walked off without a word. We won't be coming back to this location, clearly management isn't bothering to hire enough or train their employees. Sad because we used to love coming to cold stone over the...