The location needed a little more attention to details with cleaning the windows, doors, and in the location of the glass case where the ice-cream is. The customer service was not appealing at all! I was not greeted when I walked in, and then whenever I stood there to order, she finally acknowledged me with "do you know what you want". I have been to this location a few times prior and have yet to have a good customer service experience. read more

Cold Stone Creamery - Vanilla Lite Ice Cream - Ice Cream & Frozen Yogurt Near Me - Monterey, California

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Haven't been here in a while because of some management drama but I recently asked hubby to pick up my favorite combo- practically the only combo I've ordered since the first time I've gone to a ColdStone Creamery- the ice cream tasted the same but the brownie was almost nonexistent, they're literally brown dots in my cup, no chunks at all, ok maybe one tiny one but that was it. read more

Cold Stone Creamery - Ice Cream & Frozen Yogurt Near Me - Monterey, California

Ice cream was awesome! Service was horrible... the staff was throwing food at each other and no one washed hands or used gloves. One kid scooped ice cream off the cashier counter and served it to a customer. Nasty... watch the employees if you decide to go here. read more

The guy with curly hair was friendly. The guy with glasses seems very disinterested in his work. One employee was on their phone while behind the counter. One employee behind the counter was talking with friends. Only two people actually working. The two who were actually working did a good job of keeping the lines moving. How can you go wrong with ice cream. And yet every time I eat there I feel sick after. I can eat store bought ice cream but each year I try it again and I have a stomach ache from this place. Always a line, busy place, lots of fun options, fun stop to make for the kids. They have one sugar free option, wish they'd add to that. read more

Cold Stone Creamery - So many choices so little time - Ice Cream & Frozen Yogurt Near Me - Monterey, California

It's way too expensive now: especially due to the chemicals in their ice cream which are not food and are used in cleaning products like polysorbates and dyglicerides . It is way more expensive than revival ice cream , which uses an organic base . But cold stone does give a free mix in which reduces the advantages that revival has. The servers work fast ; ambiance is ok -- seeking is outside. The ice cream seems to be properly chilled at cold stone . I hate when places serve melted ice cream. read more

9:17 pm on 9/22/2025. I LOVE LOVE LOVE this location. Best cold stone I've ever had the pleasure of stepping into. The staff was very friendly and accommodating even though it was only 45 mins til closing. If we lived in the area, we would definitely be back. The ice cream was SOOO good and well mixed. We all got cones which tasted very fresh. Give these employees a raise!! read more

I am genuinely surprised the reviews at this location are so low. I feel as though it is probably a mixed result of service that drives it as the customer service aspect can be mixed if your server is less then pleased with their profession. Service aside, the product sells itself. For those unfamiliar, the premise of the Creamery is the refrigerated stone slab they prep your ice cream creation on. Whether you're interested in a milkshake, sunday or ice cream cone they are the burger king of ice cream only in that you have it your way. Their selection of toppings or additions is amazing and that doesn't even include their delicious ice cream flavors. My personal favorites are cake batter or oatmeal cookie. For this visit I chose a love it shake with cake batter, graham crackers, peanut butter and a brownie. simply addicting!!! They do have some calorie conscious options for those trying to behave, but if you ask me a visit to Coldstone demands misbehavior. This location is in the Del Monte mall across from the movie theater. As a result parking can be a bit tricky. For this visit I dinged one star because they decided to wait until I ordered and was waiting to pay at the cash register before telling me their machine was down and cash was the only option. I seldom carry cash anymore as a credit, debit or apple pay option is much easier. Thankfully I had enough cash but it makes me wonder what they would do if I didn't as it was already prepared when they informed me. Also seems a bit sketchy to not have that option unless someone if shirking their business duties or trying to avoid visa fees. All that aside, my shake was delicious. read more

Came in with hubby and was met with super snotty workers. Where i'm from, we're taught to treat our paying guests with curtsy and respect. Will not be returning. Almost wanted to walk out. read more

We went inside today 11/11/25 at 4:45pm there was 3 employees, 2 females and one male. The male was the only one that seemed interested in attending us. I asked the young man if they sold cake slices individually and the female with curly hair and arm tattoo gave the biggest side eye and looked like I had asked her personally to cut me a slice and give it to me for free. That's how uncomfortable she made me, my daughter, and siblings feel. The entire time she was making the ice cream mix we wanted, there was no smile or interaction but there was definitely death stares when she actually made eye contact. Not to mention the party before us that was leaving was also complaining how the workers lacked customer service. Once we left they all huddled laughing as if they were talking sh*t. Not the first time either but lesson finally learned. read more

The customer service here sucks! Only one guy was actually helpful and the rest are just rude people. They were so mean and not welcoming at all. The ice cream is great but I would not come back here because the customer service is terrible. read more

Tonight my friends and I went in at a reasonable time and the majority of the staff were very mean and unwelcoming. We weren't being rude or demanding however we were treated us is we were. The girl who helped me slammed my cup on the table. read more

"Closed For Maintenance" is handwritten on door with no info on reopening et cetera. Can see the frozen ice cream through the window along with scoops, containers, and cones. So frustrating. I was going to buy a boatload of gift cards. With all these terrible reviews and my experience I guess I'll go to one of the many, many alternatives available. read more

If I could give zero I would. This is one of the worst services I have ever had, today 03/09/24 around 4:55pm. poor communication between the workers and they ask you with a very rude attitude, I will never return and I do not recommend this place for the bad costumer service. read more

Employee had so much attitude! Employee was Asian and was wearing glasses! Went to the store 5/23 @ 3:30pm 1) Walked in the store- no one was behind the counter for a good minute while we were inside ready to order! 2) Employee comes out- MEAN FACIAL EXPRESSION! Gave us dirty looks and didn't ask what we wanted to order but just stared at us with disgusting face! 3) Told her our order- still MEAN FACIAL EXPRESSIONS! When she was getting the ice creams, she kept slamming the ice cream doors! 4) Check out- had the audacity to ask about TIP! Like no, you don't deserve it! There was couple of customers after us and the employee was not having it! I don't usually write bad reviews, but this employee needs re-training!!! No customers should feel unwelcome to a store! Especially an Ice Cream store! read more

Cold Stone Creamery - Ice Cream & Frozen Yogurt Near Me - Monterey, California

I ordered a kid's size chocolate with pretzels. It was given with the pretzels whole and on top. (See my pic). I asked the employee to please mix it in. She said "We won't mix it in for kids size. We don't do that " I said I always have gotten that size and had it mixed. She again explained they won't,and seemed adamant that she wouldn't do it. Then she said "next customer!" Weird...it was a hot and busy day...but still weird and annoying. read more

Cold Stone Creamery - Uhh... - Ice Cream & Frozen Yogurt Near Me - Monterey, California

Karina is the new manager and a delight. She has gone over and above for my son's birthdays. They do beautiful cakes and I highly recommend this new manager and new owner. Thanks so much! read more

Cold Stone Creamery - Ice Cream & Frozen Yogurt Near Me - Monterey, California

Now I see why they have such low rating. Customer service is not their strength, and food handling isn't either Gloves must always be worn when handling Food, why is she being allowed to handle cookies with no gloves on? Seeing this made me turn around and discard my craving for Ice Cream.. read more

Won't allow you to try flavors... Worst service for an ice cream shop Owner trying to save money. Has nothing to do with COVID read more

Cold Stone Creamery - Ice Cream & Frozen Yogurt Near Me - Monterey, California

Wife love the strawberry blonde, right next to movie theater. Always a line but kids working hard...

The star is for the service of the man helping me but I'm reading comments about this location and it seems that there is a consensus that this location has basically stopped caring about their customers. I usually go and order an Ice-Cream and a waffle bowl (paying for the bowl as well as the ice-cream). I normally ask to to have the waffle bowl crushed into the ice-cream that they are making. And this wasn't an after they made the ice-cream and put it into a container request. I ask before they start mixing everything in. My main reason is because I like to eat the crunch waffle with the ice-cream and you don't get the same sensation eating a soggy waffle after OR having to break off a piece of waffle and scoop some ice-cream on it like chips and salsa. Apparently, that something they "can't" do now. I know before they use to sell out of the waffle bowls because A LOT of customers use to do the same thing. Now the man who served me was nice and polite, however, his colleagues who may have worked their longer just seemed to not care (considering she also didn't know the difference between a Gotta Have it Lid and a smaller Lid) and the other guy there was just "no, we can't do it". There was a long line and I didn't want to be a Karen so I bought my items and took it home (about 20 minutes away) to have a Cold Stones soup with waffle. I think I'm not going to bother with Cold Stones anymore. Thanks for better days! read more

The ice cream is amazing. The moment it hits your mouth you're immediately bombarded with richness and flavor! You can choose to create your own concoctions, which I did with my strawberry cheesecake, or pick one of their signature creations. Team on site clearly loves what they do and has fun doing it. So many options and my eyes were bigger than my stomach!. read more

I ordered a quart size and the person didn't even fill it up. So disappointing when you pay $13 for a tub of ice cream. It's a rip off! Also, they were pretty messy in there. When they gave me the ice cream it was dripping ice cream on the sides. They didn't even bother to clean it before giving it to me. The stones they were using were not properly cleaned after they used it because there were still residue from other flavors. The ice cream is good but the service sucks, this isn't the first time I've had issues with this store. I thought it would have changed since it's been a while since my family has gone here but it seems like it hasn't. The workers just don't care, unfortunately! read more

Cold Stone Creamery - Wasn't packed all the way. Such a ripoff - Ice Cream & Frozen Yogurt Near Me - Monterey, California

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This was one of the worst visits here I've had. Not only did the worker not know the Sunday I wanted when it's a prepare selection of there's. I had to show him. But the Sunday I did get looks absolutely nothing like what it should. This will be the last time I go there. I've cream shouldn't be that hard. read more

Cold Stone Creamery - What I got - Ice Cream & Frozen Yogurt Near Me - Monterey, California

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Young man working tonight was so nice and friendly! Really great customer service :) I ordered a cake batter/coffee shake and is as always. Perfect way to end the night! read more

Cold Stone Creamery - Cake batter/coffee shake - Ice Cream & Frozen Yogurt Near Me - Monterey, California

Employee CLAIRE, I don't know if you were having a bad day but definitely do not take it out on guest! Walking in we were not greeted which was understandable, your busy in the back so we get it. My child was crying, I saw her make a disgusted face (fine sorry, some people aren't made to be around kids) BUT, slamming the ice cream doors and asking "is that it" with attitude does not fly with me. I definitely held my tongue because I don't know what this person is going through but DO NOT TAKE IT OUT ON RANDOM PEOPLE!!! ESPECIALLY CUSTOMERS. Quit your job before someone decides to put you in your place, which I wish I did. read more

I took my grandchildren to get ice cream after an evening winter school program. I was distracted after the purchase and left my wallet on the counter. I did not realize it was missing until the next morning. To my shock & amazement, the employees had turned the wallet into security and I picked it up from them. The honesty and integrity of all involved was so appreciated. My faith in others is restored and I will be more careful in the future! All of that said. everyone enjoyed their ice cream. I wrote to Cold Stone's corporate office to thank them too. I am a customer for life! read more

I went in tonight to pick up a 6 pack of cupcakes for my sons birthday. We were all excited to try them. When we all took a bite out of our cupcakes we all agreed they had a 409 cleaning supply taste and we were all scared to continue to eat them. I called right away to let them know since this could have been an issue with other packs that were in that freezer. We returned them and I had the employee smell them and she smelt it also. I was surprised she smelt it since the whole place smelt so strong of a cleaning supply when we walked in there. I was offered a gift card but asked for a cash refund since at this point I was just turned off and would not want to go back. read more

I love cold stone ice cream! It is so unfortunate the staff is so rude. Everyone there hates there job and sucks at making a decent ice cream. I had the worst experience! Charles "the owner" was very rude and unprofessional. He got mad and started yelling at me for correcting him on the ice cream I wanted. I asked him for his name and he got even more mad and yelled "I'm the owner, my name is Charles, I'm refusing service to you" He must have been having a bad day, however that's no excuse. I went in there 9months pregnant and on my Birthday. He ruined my night. I will never go there again. Cheers to you Charles for being such a hateful person and yelling at a pregnant woman. Have fun making melted ice cream for the rest of your life! read more

So the ice cream is fine, but the girl making our ice cream had some significant issues. Not only did she wipe her nose with her un-gloved hand above her half-mask on (nose showing the wholeeeee time) before asking for our order, but she added almost no toppings to the ice cream. When I say no toppings, I mean 2 small pieces of brownie and no more than a teaspoon of sprinkles. I'm not asking for much here, but common, a teaspoon of sprinkles? I thought she forgot them or didn't mix them in when I got the ice cream, because you couldn't see more than 1 or 2 at any time. Overall the service grossed me out and the ice cream was not worth it. read more

would give zero stars if I could. 20 minutes before closing time, a ton of staff inside and the doors are locked. Rude response from inside and they refuse to serve us. I hope they get shut down and lose their jobs cause they clearly don't want our business. read more

Cold Stone Creamery never disappoints. Although it's not my favorite ice cream chain, there is something comforting with the consistency in flavors. My personal favorite is the banana ice cream with a peanut butter up mixed in, yum! This location is solid but the customer service is lacking and can be improved upon. read more

Had a really bad experience, The store actually shuts at 10pm I reached there around 9 45 and the doors were already locked, on asking them from outside the girls didn't even bother to respond and were just talking Amongst themselves, very rude! There were two more customers who came along with me and left disappointed! Very unprofessional read more

Rude staff. One member said it wasn't okay to get toppings and said the cold stone was off. the other said it was okay. And they made our ice cream just fine. Im not sure what was going on. read more

DON'T EVER ORDER A PICTURE CAKE FROM THIS COLD STONE I placed the order on the phone. They asked me what size cake I wanted. They mentioned that if I wanted a picture on there, I'd have to buy the large size. I agreed. They asked what I would like written on there and I even spelled it all for them. I then emailed them the image and called to make sure they received it. Not once did they say that they were going to have to cut the image, or that their printer only prints in shades of green, or that they would not have room to write them message...WHAT?!!!! Basically, they only got the ice cream flavor right! When I showed up to pick up the cake, they explained that there was no room for writing. Well, this would have been a good thing to tell me on the phone before I showed up to pick it up. Also, the fact that the picture looks nothing like what I sent - would have been a good thing to mention. Instead, I was told that no one has ever complained about the quality of their cake images and it has always looked like this. I was furious. I had 2 hours before we needed the cake and had no choice but to take it to the party. When I expressed my frustration, they finally called the manager who offered me $10. So I ended up paying a lot of money for a cake that I was completely dissatisfied with! read more

Cold Stone Creamery - The image sent to them for the cake. - Ice Cream & Frozen Yogurt Near Me - Monterey, California

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If I could put zero stars I would. The manager is rude to his employees. He screamed at them right in front of me and spit in my ice cream. Terrible service terrible food and terrible ppl read more

A cheap manager cutting corners at every opportunity. The workers are underpaid and unmotivated from their manger screaming at them constantly. Workers don't even make minimum wage. read more

I ordered to go the coffee lovers triple pint with two extra heath bars (totaled out to $22.37). When my order was delivered to me, the top looked full with everything that's supposed to come with it which was great. But soon find out that there's practically nothing but coffee ice cream below the first layer? Assuming the person making this was lazy and didn't bother mixing the toppings like usual. Pretty disappointed for wasting my money. If I wanted coffee ice cream only then I would've gotten it at the grocery store. Definitely won't be purchasing from this store again. read more

Cold Stone Creamery - Coffee Lover's Only - Ice Cream & Frozen Yogurt Near Me - Monterey, California

Years ago I discovered strawberry shortcake ice cream at Baskin Robbins and fell in love. Unfortunately, it's not as popular as strawberry cheesecake, so most places either don't carry it, so carry it for a limited time. All this time, Cold Stone's was carrying yellow cake pieces for a mix-in (but it's never displayed, so who knew?). I have fallen in love again. Cake batter ice cream with strawberries and yellow cake mix-ins. YUM! read more

Went in there the other day and the manager James put me on game with the Pumpkin flavored ice cream and the toppings to go wit it. Really cool and chill vibe even after the whole covid shit going on. It's quick n easy ice cream. read more

There was a line when we got there and the service was fast. The ice cream was not mixed wells and there was ice cream all over my bowl when I got served. read more