Cold Stone Creamery - Greensboro

We walked in on 12/19 at 9pm (one hour before their closing time). We felt that the server was rushing us and didn?t take time to answer our questions, seemed like the server just wanted us to order and finish up. Pretty poor customer service.

I returned later and spoke to the on-duty manager about the situation. She apologized for the store not opening until 2 PM, explaining that it was due to staffing issues. While she brought out my cake, I informed her that I no longer needed it since the party had already occurred. I then requested a refund, and she had to call the owner to get permission and instructions on how to process it. Unfortunately, there was no offer of compensation or expression of regret from the owner. Although the manager apologized, it didn't help much since a key part of the celebration was missing because of the staffing problems. I will not be returning to this ice cream shop. There are plenty of other establishments around that know how to treat their customers better. My final advice: don't pay for a cake or place an order before you're ready to pick it up.

This Cold Stone location is fantastic! The shop offers a great mix of ice cream and an adjacent chocolate store, creating more room for customers to enjoy. Although the ice cream is a little on the pricey side, there’s a wide selection available, including cups, cones, pints to-go, and ice cream cakes. The staff is very friendly, and the venue is equipped with accessible parking, seating, and restrooms for those with disabilities.

I've interacted with Sarah multiple times, both over the phone and in person, and she has been rude in each instance. During my most recent visit, she displayed a noticeable attitude while preparing my order. Her aggressive handling of utensils and the way she carelessly bagged my ice cream, sliding it toward me without a word of thanks or appreciation, was particularly off-putting. As for the ice cream itself, I ordered Cake Batter, but it was a letdown. When I chose my flavor, I noticed the pan seemed to have remnants of another flavor mixed in, which made me question whether the wrong flavor had been added on top. The texture was unusually soft, especially when the mix-ins were added. Once I got home, I discovered a tangy flavor in the ice cream that resembled yogurt—it was not pleasant at all. I did try to address my concerns by calling the store, but Sarah was not available at the time. I considered bringing the ice cream back the next day but ultimately decided against it because I didn't want to deal with Sarah again. This visit was supposed to be for a complimentary replacement that the owner had approved due to a previous order that Sarah had mishandled. While I appreciated the owner's effort to resolve my complaint, Sarah's attitude turned what should have been a positive experience into a frustrating one, making me not want to return. To add insult to injury, she shortchanged my order by leaving out half of an Oreo cookie mix-in. When I asked if she could just scoop it up and add it to my cup, she refused, insisting that I would have to pay for it instead. When I inquired about the price, she quoted me $4.00 for what was less than a quarter cup of ice cream with mix-ins. I'm baffled by how she arrived at that arbitrary figure. It was hardly enough to fill a "Like-It" size cup. It seems she would prefer to toss the leftover ice cream rather than offer it to a customer. It was incredibly disappointing and shows a lack of basic customer service.

It's shocking that someone with such poor customer service skills can still hold a management position there. I can't continue to support this restaurant if it means having to deal with her. Having worked in customer service for six years, I would never treat a customer the way she does. I really hope the owner addresses her behavior soon, as her treatment of customers is completely unacceptable.