I have only had good experiences at this Cold Stone. They make my ice cream as expected, I never have to wait, and it is delicious.
Not a pleasant experience. First off there aren't any hours posted on the door so it says they're open until 12am online, but it doesn't specify that it becomes drive through only at some point during the night. Second of which, they don't have any of the cold stone items on the drive thru menu. Things already didn't smell right. Anyways, I started to order penutbutter cup perfection and she asks me what size and I said a like it and THEN she says "the only thing is that we are out of penutbutter cups". at that point I didn't even order. Whats the point of penutbutter cup perfection without penutbutter cups? My 3 friends each got a like it size in which they said they enjoyed, but I think cold stone forgot to make sure the stone was cold because they each looked like they were drinking some form of milk soup not eating ice cream. The people inside were pleasant enough and they honored our coupon even though we didn't print it out like we were supposed to *rolls eyes*. However, the coupon doesn't say that on the fine print.
Also, I've tried to use a promotional coupon a few times, and each time, the person working hasn't the slightest idea how to apply it. A manager gets called, and that person is equally clueless.
I had ordered a simple chocolate milkshake and a 'Like it' size ice cream. Poor girl was new, and there was another girl in the back doing nothing to help her. Then, when I noticed a girl come in from outside whether she was on break or what have you, she didn't bother to wash her hands before she started helping other customers with their food orders. My milkeshake was practically water and the girl had put her fingers in my ice cream after she was barely mixed it because she had extra ice cream on them. Absolutely unsanitary.
Of course the ice cream is great, but very poorly managed.
Only giving it 2 stars because we love their ice cream. They are understaffed. Horrible service almost everytime. They also seem to always be out of waffle bowls and cones when we go. The most recent time while we were at the drive thru speaker we were told if we wanted ice cream we had to come inside. Their reason; the lobby is full. So their logic was if the lobby is full, force more people to come inside? On the other hand I wouldn't call 3 or 4 in line "full" either. (We looked thru window) Needless to say, we didn't bother, and may not for awhile now.
I hate to give Cold Stone a bad review, but after several visits here, I believe it's warranted. It's ALWAYS very dirty and grimy. Even when it isn't busy, the kids who work there are more into their phones or flirting with each other.
Cold Stone Creamery is a US Bakery based in Hartland, Michigan. Cold Stone Creamery is located at 10833 Highland Rd, Hartland, MI 48353, USA.
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