Cold Stone Creamery — Restaurant in Weston

Our last experience at the Cold Stone Creamery in Weston was nothing short of appalling and deeply disappointing. As a longtime Weston resident, I’ve always appreciated Cold Stone for its welcoming service, but last night was a stark departure from that standard.

We arrived just before the official closing time of 10:30 PM and patiently waited while the three teenage employees on shift were working. However, only one of them was actually preparing the three orders ahead of us. The other two were clearly focused on other tasks, which didn’t include acknowledging or assisting us. Each order took about 2-3 minutes, making it clear we had entered well before closing time. Yet, when it was finally our turn at 10:34 PM, we were abruptly told the store was closed and they could only serve plain ice cream—no toppings. This was both disappointing and shocking, as we had been standing there for several minutes without anyone bothering to communicate this restriction.

When we asked why this wasn’t mentioned earlier, the employee who appeared to be in charge dismissively claimed we had entered after closing time (which was untrue). Her tone was rude, her expressions smug, and her demeanor made it clear she was more interested in finishing her shift than providing a good customer experience. I asked for her name, but she mumbled it so quietly that I couldn’t even catch it, adding to the lack of professionalism.

Meanwhile, the employee preparing the orders seemed visibly uncomfortable with the situation and was trying to do her job, but the attitude and dismissiveness from the one in charge completely soured the experience.

As we left the store upset and frustrated, we heard loud laughter coming from inside. It was the final insult—mocking laughter that cemented how little respect this employee had for us as customers. I went back to address her behavior, but it was clear she wasn’t interested in listening or improving.

This is not the Cold Stone I’ve come to know and love. The brand is built on joy, great service, and respect for customers—all of which were missing last night. Weston deserves better from its only Cold Stone location. Waiting patiently for three orders, only to be treated rudely and dismissed, is unacceptable.

It’s disheartening that the staff seemed more focused on ending their day than delighting their customers. I hope this review brings attention to the need for proper training and accountability. Customers are not a burden—they are the reason your doors stay open. Please take this seriously...

Ordered online.

The order wasn’t ready when we arrived; in fact the staff said they often don’t get the online orders. Despite having two staff working, only one was scooping ice cream at a time, and as I got my phone to prove I had indeed placed an online order, they took the next customer who had a big order.

So...it ended up taking a while, despite having ordered ahead. The guy switched out with a girl who didn’t care about me proving that I had ordered online, which was nice, but she got the order wrong and made a small instead of the large we’d paid for online. We only noticed when we got home.

Now, I’m trying to get a refund for the overpayment, but apparently the owners are in Singapore and they have to approve my $6 refund of the difference in price. If you’re reading this from your penthouse there, maybe have a little trust and authorise your managers to do refunds under $10?

Honestly, you’d be a fool to pay these guys a penny without seeing them make what you order first. I’m really disappointed with the customer service solution so far, and I’m hoping they fix it. They offered store credit instead of the cash back, which I turned down. The whole discussion was an argument with the manager insisting she couldn’t make any decisions, only the owners in Singapore.

We’re both out of work at the moment and this was a special treat. We paid for the large so we could slowly enjoy it over a few days and get the best value for money. Normally, we’d only have ordered and paid for the small. All we’re asking is to charge us for what you gave us. Is that so much to ask during these harder than usual times? I guess maybe times aren’t as tough for the owners, but I wish they’d have a bit more compassion here.

(The picture of the small, not large...it wasn’t very tasty actually, too...

Appalling experience. Arrived at 10:03PM, walked in and was told by a child employee called “Enrique” or so he said his name was, that they were closed. We drove to this establishment, because their closing hours are listed as 10:30PM everyday. The employee was wearing red fleece basketball shorts and sandals, at a food establishment nonetheless. I asked for the manager and at that point he mentioned he can “give us ice cream but not toppings because he already cleaned the slab” I said that it’s not the point, that the point was certain hours are listed online and I wanted to speak to a manager about this, as my time was wasted and if they did close at 10PM, I mean it’s 10:03 and a 10:30 closing time is listed, plus the attitude given didn’t make the situation better. Your establishment is in the wrong in reference to closing hours, I arrived 30 minutes prior to the listed closing time. Another young employee came out from the back with a nasty attitude which’s name was “Brandon” I understood, who then said well our POS system doesn’t let us take orders if we’re closed, which seems odd since Enrique said he would sell us ice cream but just not with toppings right? Overall having two children working an establishment with zero safety protocols in place, in reference to uniform and guidelines recommended by OSHA, contradicting themselves about closing hours and how their POS works and negligence in reference to closing hours listed, it seems no one is caring or taking care of this business… so imagine the quality of the food inventory. Another couple went in after us and also turned away. Safe to say bad customer service, negligent ownership. Never...