Cold Stone Creamery

Background: I own a business and have 30 employees. I understand customer service. My experience here was as bad as can be.
A friend and I went in Sunday night, June 5^th. There were two employees working; a gal with dyed red hair and a skinny guy who was clean shaven. The line stretched out the door and the gal worked feverishly to get orders completed. Meanwhile the guy clowned around, took time to break dance behind the counter, yelled at some 7 year old kids to scare them, held long conversations at the cash register with folks…he didn’t get the picture. When (finally) it was our turn, my friend said «Give me a coffee ice cream,» and the guy said something to the effect, «you’d like it, but are you going to buy it?» Smart ass. I placed my order and he rolled his eyes and shook his head, like I had made the wrong choice. At the register he said to us, «I’m not going to stop kidding around until one of you two smiles.» I said, «Look, you’re wasting a lot of time showing off, clowning behind the counter. You need to take care of your customers.» He snorted, slammed my money down and said, «Don’t ever come back here.» At that point, I upped the ante and told him what I thought. He slammed the kitchen door open and disappeared into the back, leaving the red head with the 20 customers. Totally bizarre behavior. Somehow, he thought that Cold Stone Creamery was his own private stage to get attention. All we wanted was their lousy ice cream. It seems obvious that the owner could care less.

Very good ice cream, def worth the wait at Heavenly. The banana flavor w nuts on top is very. Be careful to not say you want a small banana if you are ordering a small cup of banana flavor haha

Store opened 3 hours late today. They had no waffle cones. We got the last 3 waffle cups they had and it was only 5:00. No superhero rings either…
Almost forgot — swearing by the workers behind the counter too
Thank goodness the ice cream tastes good.

Dear management, I felt so bad for the young female who single handedly was left to manage a long line of customers. There were 20 people in line when the young male who had been working apparently completed his shift and clocked out. I witnessed six patrons leave — that alone would have covered another person to work a four-​hour shift. The only reason I did not rate your establishment a lowly 1-​star is because of the employee who maintained a positive attitude while hustling to serve all the customers. She deserves a raise!

I love Cold Stone and though it is very overpriced, it’s a nice indulgence once in a while. Went there last night. Ordered my usual, Cookie Doughn’t You Want Some, and my little girl ordered a small cup of just ice cream. The place was very busy and only 2 people working. That’s fine, except the 2 girls working were concentrating more on their conversation with each other and messing around than on my (or anyone else’s) order.
Usually when I order anything, my cup is filled so much that it overflows. This time neither of my orders even reached the brim of the containers! Also, she forgot the caramel in mine. To top it off, when I got home to eat mine (ordered to go), she had barely mixed the ingredients, so there were about 4 big chunks of cookie dough in the whole 32OZ. Worst Cold Stone I have ever been to.

Went here on a Saturday night. I was surprised there was only two workers there on a Saturday night, and the line was pretty long.
While I’m in line, I hear their phone ringing. One employee says to the next «don’t answer the phone». I understand this because of how busy they are. But at the same time what if I’m a customer on the other side of the line?
I get to the front of the line and we are helped by a guy with great customer service who seems a little overwhelmed but you can tell he is trying to be positive and keep a smile on his face.
While he’s helping us, the other employee proceeds to go to the back, put his snow gear on and left. I was shocked that he left the one employee there by himself with a line that is only getting longer. The guy helping us apologized multiple times for the wait, and told us it was only his third day (he didn’t even know where the milkshake lids were). I felt so bad for this guy, we left him a $ 4 tip… Hope he gets it.
Management-​why so lightly staffed on a Saturday night?
Also, if you have an employee that is willing to «peace out» during a rush on a Saturday night and leave a brand new employee there to figure it out himself shows his lack of commitment and care to this business and fellow co workers.
And FYI –the phone kept ringing multiple times unanswered while I was there.
I went Saturday November 21 sometime between 7 and 8 pm.
I’m giving two stars because I love cold stone ice cream and the one new employee was doing his best.

Went to Cold Stone Creamy on a Sunday evening. Francis was working by himself, the line started to fill up but he went into overdrive. Ice Cream was great, we will be back before we leave the resort.

Unfortunately the management under staffs this place. We were here a month ago and went here again tonight and they never had any cones or waffle bowls. Only cups! Had to wait forever as the line was out the door and only one guy there with another going back and forth in the back. One guy in line said he’d been waiting 40 mins! Go somewhere else when in so. Lake, too many other ice cream joints here.

Wow what has not changed at this location is staffing! We waited in the same line out the door for our ice cream at night (thanks for being open this late!) 2 employees is not enough for this busy store. They both were efficient and friendly. One would think the franchise owner is making enough for sufficient staffing!

It is cold stone creamery. Delicious as they are always. My fav is banana caramel crunch and coffee lover. There is a lot of choice though

This was by far my worst experience at a Coldstone. During my 25 minute wait, I watched one employee make ice cream (with zero sense of urgency for the giant line) while the other four employees were in the back talking with each other. I was hoping that once I got service, they would thank me for waiting or at least be friendly. In the end, neither of the ice creams that I ordered turned out right, but I didn’t want to spend even more time waiting while they fixed them. I have never had such poor customer service. Very disappointed.

We walked in and there was a line and only one employee and I have to say he was amazing! He was very nice and took the time to take care of each customer with a big smile and taking the orders as quickly as he could. He acknowledge every customer in line and let everyone know he would be right with them. His name was Alex, please give him a good tap on the shoulder for a job well done!

The place was packed and going nuts. Only one guy working (Paul). He was professional, and kept the line moving while also delivering the standard Cold Stone ice cream «cocktail» type entertainment… Good for him. Looks like this place needs stronger leadership from management.

50 people in line and 1.24 people behind the counter. Seems to be a consistent complaint, perhaps management will take note. Granted, there was a third person but she never came out of hiding in the back.

Nothing great about the place and i dont think they have always the fresh batch of icecream as it will depend on the tourist/​people visiting. Lines are long as this is the only one there.
I will recommend to make sure that when you pick your flavor look for the ice on the showcase, if there is any means its stale not fresh :).
Go for the fresh ones which will be mostly the most eaten flavors. Enjoy

There was 1 worker and the line was too long. I walked out without ordering. I gave this place 3 stars because I was neither pleased nor disappointed.
Maybe next time.

Nice place amidst the bustling atmosphere at heavenly. One piece of advise to the staff, just don’t toss the ice cream in the air only to drop it on the ground. Twice! It impresses no one, especially the folks queued up to order. A friendly smile and an affable attitude will suffice. Thanks!

Cold Stone is Cold Stone, ya know? If I’m giving it a rating for the ice cream, it’s 5 stars all the way. I love ice cream and I love ice cream even more when there’s neat stuff smooshed into it. This was no exception, the ice cream was heavenly (ha ha see what I did there?). So my friends and I intentionally ate a small lunch at the Gunbarrell yesterday so that we could go get some Cold Stone afterward. Yes, I plan my meals around my desserts. If that’s wrong, I don’t want to be right. Yay, ice cream!
HOWEVER. The wait was ridiculous. There was one girl working there! ONE. To make ice cream, to take money, to clean the blender between orders. One. I felt horrible for that poor girl! I really hope this isn’t the norm, and that someone was late or called off sick or something because if that’s how this girl’s shifts always are, give her a raise, right now. She was working her butt off! She was moving pretty quick but the line was really long.
But we stuck it out. Ice cream is important, y’all. We joked around with the people behind us in line and chatted and generally passed the time, which amounted to about 20 minutes in line. For ice cream. Expensive ice cream (not like that was a shock, I know Cold Stone is always expensive). Delicious ice cream. Worth the wait? I don’t know. Probably. Ok yes, and I would totally do it again because I LOVE ICE CREAM. Have I mentioned that yet? The line had grown out the door by the time we left. I bet those people are still waiting for ice cream.

Long lines that really didn’t move even after I left kids in line while I went shopping, came back 30 minutes and they moved up two spaces! When enjoying your time, do you like lines? Too many options nearby, Nestlé offers ice cream in this complex too. Ice cream is ice cream, not impressed.

Pretty much all cold stones are the same… Except this one has a talented entertainer! He was able to throw ice cream up in the air and catch it in a tiny cup!