Cold Stone Creamery — Restaurant in West Orange

So disappointed in the management and experience of visit on Sunday 7/19/2020. It was National Ice Cream Day, so It may have been under predicted how many people they would have visit this location. However, aside from the long line and wait outside, the 2 guys inside moved extremely slow, had poor attitudes and expressed a don't care disposition with customers.

After being on line for an hour outside and finally getting up to the door, 1 couple which I saw them arrive 10 minutes prior, came to the door saying they said come right in for pickup. I shared that we have all been out there long waiting and they can't jump the line. The guy was nice enough to engage conversation, and shared t hm at they just stood there and ordered on the website. The order was not ready, of course, because it was just put in. But the guy stopped to pull her order from the machine and completed her order before the lined up customers before them. This was unacceptable and several customers were disturbed by how things were being handled. A large family from several cars arrived and gathered by the door looking in. They began placing their orders online and coming in for pickup. Concern and request ti handle present customers first was immediately expressed by the inside and front of outside line. We asked for a manager and was refused and disregarded. A few of us said we would be reporting this. The guy shrugged his shoulders saying do what you want - "manager said online orders has priority" . They fill those first and as they come in. I said that makes no sense when you have a overflowing line in here and down the strip. He said, "well that's what we were told to do" and continued taking his (slow) time with that order. They used the same gloves to handle everything (ice cream, utensils, equipment, exchange of money, receipts, counters, etc. We commented on them doing that, but no action was taken (guessing because the customer being served wasn't saying it) until it was my sister's turn, she requested a new pair of gloves be used before handling anything else, and he did. I lost all interest of having anything, and only stayed because my family didn't want to leave after waiting so long. The whole experience left me feeling angry, frustrated and disregarded as a customer. They lacked professionalism and was a bad representation of the...

This rating is for one of the staffs I believe was in charge and was training two other young men at the time. I called to get the staff name and believe they stated his name was “John L”. I mean hands down to his professionalism, mannerisms and patience despite being the only staff having to do everything. I couldn’t let this day go by not giving this staff a round of applause. We need more like him and hope that he becomes manager if he’s not already. Definitely a role model and great way to show leadership. And my ice cream is banging lol

Updated review (5/17/21)

This is my second time coming to this location with two different experience. The first time I came, great customer service. Although there was one staff training two people, he still was great. The second time....EXTREMELY disappointed. I requested the “Mint Mint Chocolate Chip, etc.” read it verbatim as written. As the guy was making my order, I noticed some of the items weren’t being added. I informed of this and he stated that I never mentioned wanting brownies. I informed the server that as per this selection of ice cream, there’s brownies in it. This server insist that I never mentioned that particular ice cream selection. After going back and forth, he then decides to tell me “There aren’t anymore brownies.” Huh....after all that and you claiming that I never told him if such order, there aren’t any brownies. This is my last time coming to this location. They are ALWAYS out of supplies and items. I don’t mind that, but it’s the respect and customer service for me that lacked with...

I waited 40 min for ice cream and there was only 4 customers ahead of me. I ordered a banana caramel crunch and the associate proceeded to make my order and put it in the cup. It's unusual as this is something i regularly order so I asked him if he already added the banana and he says they don't have anymore bananas. Ok... so at what point was he going to mention that he did not have the main ingredient for my order? Obviously I did not want a banana caramel crunch without banana. I found it peculiar that he would even make my order like that and consider the possibilityof him being high. In the end it was a waste of my time and store supplies. I personally do not think the employees were competent enough to be there alone without manager supervision as it was obvious they were new. I would suggest this location stay closed until they have adequate supplies and properly trained staff. I will definitely select a different location if I decide to return to cold stone. Additionally, while waiting for my order one of the employees jumps over the counter opens the door to say something to someone outside then comes back in and jumps over ther counter again and starts taking another order . We were all shocked that we had to ask him to change his gloves after he just touched several surfaces including the inside and outside...