So, so, slooowwwww. Service was at the speed of the carmel sauce they struggled to squirt out of their own bottles. They have a huge menu of cookie dough inspired creations - and they're all out of cookie dough. They have these flimsy plastic spoons that collapse when attempting to eat the thick creation. Staff are poorly trained and lack any sense of customer appreciation... just slowly going through the motions. The store was littered with "sign up for our app" marketing materials and handmade signs. It's just not a great experience. I almost walked out but won't be walking back in. Did I mention how slow ? the employees were? (4:45pm, April 4, 2022.)
We placed our order online for curbside at 8:55pm and it said it would be ready for pickup at 9:15pm. Got there and called the store like the instructions said but we called and there was no answer. Tried calling again and said voicemail box was full. I went inside and there was a long line so i went over to the grubhub pickup spot and one of the workers said my order wasn’t even ready yet…at 9:25pm. He said he had to help the long line of customers first before he could make my order and it would be 10-15 minutes. I said we ordered online 20 mins ago for pickup at 9:15 and he then made it but was out of chocolate ice cream for the chocolate devotion i ordered so i got a different creation (one of the mint ones) and the mint one was just MINT ICE CREAM AND CHOCOLATE CHIPS. NOT A CREATION that was supposed to have brownies and other stuff in it. I was very disappointed because I had to wait so long for my ice cream that i should have gotten on CURBSIDE like i ordered. Will not be returning to this cold stone. It was so bad I want to give it a zero. But that’s not possible so I give it a 1. For a Saturday night you’d think they’d have more than 3 people working when the line was out the door, especially for a popular place like cold stone.
The service was nothing short of spectacular. In fact the moment I stopped in, I felt like I was literally a celebrity. Each order is carefully to our exact specifications. They aervings extremely generous. Imagine an on overflowing ice cream mountain in each pint or container. Why do they even have lids, it practically is useless after the ice cream bulges out in quantit., in a good way of course ?. Thank you coldstone, you may be cold but you absolutely warm my heart. Ironic isn't it?
Please beware!! Be really careful here. Several issues. New Year's Eve I ordered a quart of ice cream through doordash and then decided to order a triple pint through the website for family. When the doordash order came I was given a gotta have it... I contacted door dash, sent them the picture, they knew cold stone was WRONG and they refunded my money. Then my second order came, the triple pint (largest they have) and I order my toppings to be yellow cake and holiday sprinkles. I open it up and it's chocolate everywhere. They added some kind of chocolate bar instead of the sprinkles. That's a big deal. I called them directly, since I ordered from them directly, the young man said that he was sorry and that he didn't make it and it was the previous shift ( it was 6:30 pm). He said that he can make it over and I asked if it could be delivered as well. He said no but I could pick it up. I told him I will come the next day (new year's day) to pick it up. He said okay and took my name and said he will leave it with the morning shift. Next day rolls around, I pull up to Cold Stone, and they are closed!!! Why didn't he tell me they would be closed when I said twice I would come tomorrow???? So I'm busy all day Sunday and come Monday night. The young man said he needed to call his manager. He put me on the phone with a very very rude man. Someone that hasn't had any customer service training. 1. He never apologized. 2. It was like an attack. I told him I have the email confirmation and I the call log to show that I called. He was like why you wait 3 days?? Y'all were closed Saturday and I was busy on Sunday!! Then he asked me if I had the ice cream with me... I said why wasn't I told to bring the ice cream and why isn't my name written down? He said he doesn't know who I spoke to. Y'all have 2 people working... You know what male was working new year's eve at 6:30. Anyways he acted like I was trying to get free ice cream or free money. Like I was a con artist. I spent over $50 on cold stone on new year's eve. Smh I will never be back.
I haven’t been here in years. I didn’t realize they were open until 10:00 P.M.which is great for late night cravings. The guys made up the Cheesecake Fantasy right away. The ice cream is not stale at all unlike some other places I’ve been recently.
STEPHEN is the absolute GOAT. This dude gave me the best service I have ever had at Cold Stone and he deserves a raise. He made my night!
Delicious and super friendly service definitely I will come back again
One of the best ice cream in LA.Don’t missing all the flavours.Quality = PriceOne of my favourites is the resses ice cream, excellent flavour.
amazing customer service!! very nice staff
They're all delectable and extremely decadent. On our last visit, I went on a city tour and sampled some delicious ice cream.