Fast and right near the movie theater.. enough said

Our ice cream server took an incredibly long amount of time, asked for our orders 3 different times, and barely put any mix ins in. Was one of the worst cold stone experiences I've had. read more

They sang when they got a tip :) Great snack right after a long movie. I would rather eat Cold Stone's expensive ice cream, that tastes way better, than the not worth the price 1 scoop movie theater ice cream. read more

The two greatest things in the world... Love and ice cream. And boy Oh boy does cold stone deliver with ice cream. The key to cold stone ice cream? Is soft with such an amazing assortment of toppings mixed into the ice cream by hand. That being said, let's discuss THIS cold stone establishment. Service: friendly with a smile. They are also pretty helpful with giving good suggestions on toppings for different flavors of ice cream. I had the pumpkin this last time, and was given the suggestion of Graham cracker to make it like a pumpkin pie. Only down side was they weren't so keen on singing when you leave a tip, which I love to do for my kids to hear. Store: clean and tidy, but small so it gets congested easily. In the middle of the mall by the theater so constantly filled read more

Droooool. I love Coldstone ice cream! If you're unfamiliar with them, the basic concept is that you order a plain flavor of ice cream and let them know what kind of stuff you want mixed in, and they mash it all together for you on a slab right there in front of you. They have awesome choices for mixes, and you can order your own creation or pick from their extensive menu. If you like super rich and chunky ice cream I recommend the GermanChocolateCake mix. It's to-die-for, and if you get it in a waffle bowl it's even better. I avoid tipping them because I don't enjoy getting serenaded with their dumb songs (which they have to do whenever they get a tip). Gah, I would kill myself if I had to work there. It can get really busy there in the evenings, especially in the summer, but the lines usually move pretty fast and it's worth the wait! Hint: if you want to sneak your ice cream into the movies, tell the Coldstone people when you order that you'll want to put a lid on it, so they'll give you a bigger cup so there's room for the lid and then you can toss it in a bag and the movie people will never know ; ) read more

Really delicious, inventive, fun! The staff is comprised of mostly high school kids but most of them are nice and do what you want. The staff sings if you tip them, even if it's 5 cents! Don't make the mistake that I did though; the movie theatre wont let you bring the icecream inside to eat while watching a movie, the theatre has ice cream inside. Try Birthday Cake Remix! read more

I won't let my own personal ice cream preference color the experience that one can have at Cold Stone. Frankly, I am a fan, but with all that is mixed in it's hard for me personally to even get through a "like it." I come here for the kids. Really, my siblings love Cold Stone something good. This location is always consistently good and tasty. Sometimes the service can be a bit slow, but really, what other options for sweets are there at 9:30 on a Wednesday night in Monterey? Myo I guess...but sometimes, you just gotta go for that super-saccharine love, though actually when paying by the ounce, Myo can be the much cheaper way to go. And the staff is rather nice. I just wish they didn't have to sing every time they get a tip...or at least wait for me to run out the door. read more

Today I visited this location with my wife and two daughters. The customer service at this location is terrible. The first attendant to serve us had a difficult time following our order. He seemed very rushed and we kept having to repeat ourselves. We took our ice cream outside to eat. As we began eating my wife asked me to go inside and get a napkin for my 4 year old daughter. When I went in, I saw that all of the napkin dispensers were empty. I politely asked one of the employees, Vanessa, if I could have a napkin. She told me they were in the dispensers. I informed her that the dispensers were empty. She then proceeded to tell me that if the dispensers were empty, that meant that they did not have anymore napkins. I asked her if I could have a paper towel from the dispenser behind the counter. She responded that no, I could not have a paper towel because she needed those for cleaning the store after closing. At this point I was thinking, what a bunch of BS. I thought about politely asking one of the other employees but finally decided no, I'm just going to chew her out. I said, "Are you kidding me?! I just bought ice cream from you and you won't give me a napkin?!" She immediately went to check the empty dispensers. There was a small pile of used looking napkins next to the empty dispenser. She said my daughter could use one of those. I said, "No, those look handled!" She then proceeded to get the paper towel role and asked if I wanted a paper towel. Wow, what a novel thought. I said yes and took the towel. As I was walking out I heard her chuckle. I think she was trying to gather herself. I turned around and told her, "It's not funny, it's unprofessional!" A couple of minutes later another customer who had heard me yell at the rude employee said he was on my side. He went on to say that the servers at this location are always very unpleasant and rude. Based on the other reviews I've seen on Yelp it's clear to me that this location has a poor work culture. It's probably a top down problem. We won't be returning to this location. read more

This was literally the worst customer service I have ever experienced in my life. I didn't see the name tags of these terrible workers but they were both two young girls with dark hair working 10/12/20 in the evening until close. Tonight my friends and I rushed in to cold stone and ended up getting there at 8:55 while they close at 9 (I felt badly for going in so late, but we'd driven awhile and were really craving ice cream). There were two girls working there and as soon as we walked in one of them makes a disgusted noise and says loudly to her coworker "UGH there's more we're literally closing in two minutes can they not". We all felt extremely uncomfortable and she told us they could no longer do any mix ins and only toppings, which was not ideal but we were fine with. Then she exclaims loud enough for us to hear that they don't get paid enough to stay late like this for people who come in at the last minute. Mind you, it's only 9:02 at this point. She rushes us through our entire process and gives us really poorly put together ice creams. We were all very nice about it but it took so much not to tell her off on the spot. I personally have worked in the food service industry for many years and understand this situation can be frustrating but these girls should NEVER be taking out their frustrations on customers who are simply hoping to buy an ice cream cone. There's probably no one in management who will take this experience into account, since there have been countless exactly like mine posted as well, but i really hope someone steps up and does something about the awful customer service at this location. Sad. read more

Do not ever order a cake online from here. They will lose your order and not care about it all! I ordered a custom cake and received a confirmation from the Monterey store on the order. We go to pick it up and they claim to have no record of it. Manager is never there, employees don't care and were laughing about it. Ruining someone's birthday is not funny. Offering an old pre-made cake from their case is not an acceptable replacement for a custom cake. Whoever owns this franchise location should be ashamed of how this business is being run. read more

I never really write reviews but I just had to after experiencing the worst customer service. I've been coming to Cold Stone for years and everyone has always been so nice and cheerful. Yesterday as I was walking in the store with my family the first thing Keven M said was we cant mix toppings only on top OK, with no hello or good evening. I said that's fine and proceeded to decide on what we were going to order. We were a total of 8 people I understand it was a big order but no one should be treated with such a rude manner like Keven did. One of the cups we order extra m&m's and Keven huffed and rolled his eyes. Working in the customer service industry what this gentleman is totally unacceptable. He was totally rude and its unfortunate he ruin our family night out I felt so mistreated and disrespected. read more

Every Cold Stone we go to we order the same thing, Mud Pie Mojo. This was awful. The ice cream was icy, not creamy. I don't know if the girl was new or if they were rationing ingredients. Tasted nothing like it normally does. read more

I am not sure what they do to the ice cream here but it is always stale, pistachio ice cream tastes like a child's cough syrup, cakes are never fresh, even though they are ice cream cakes (I don't know how that is possible but you can taste it.) cones are also always stale, they're not crunchy as they should be. I didn't know anyone could sell crap ice cream until I came here. read more

If there was no stars I would give them that it was 9 and we went in young girl with dark hair she wouldn't give me a mix of ice cream cause there stone was off and she was so snobby and rude with her body language didn't give my boyfriend a spoon and was so rude read more

awful. my experience was just plain awful. the workers were not welcoming and the ice cream was served in weird portions... the workers did NOT look happy and the aura was terrible. as a witch i am disappointed that the vibe was not it read more

Been coming here for few months now, always had a great service. Today though (13 Feb 2021) is the last day I come to this place. We came as a family of four (4), my son forgot his shoes so I carried him on my back, there were four people inside (2 couples), one couple of checking out, I stepped inside with my little one and placed myself into the corner, of course had masks on and were over 6 feet from the couple selecting the ice cream. I was literally two steps (counted) from the door pressed into the wall, when one of the associates with half black half red hair with an attitude ordered me to step out! Mind you I came a week or so ago, was standing in line and saw a group of 7 and 3 people inside, that makes it 10 people in total. So how do rules actually apply?! Is it based on a skin color or accent? Then, one of the 4 left, and she was okay with another 4 to come in. Somebody help me to understand her personalized COVID policy. I saw there are working cameras and I hope the management reviews the day of this certain associate working and applying her "personalized" COVID policy. Once I we were ordering the ice cream, once again with an attitude she proceeded to open her impolite and unmannered mouth, "do you have a problem?" Like some kind of a thug she is talking to. Always had a great experience, but this one should not be working with people! read more

May 13: I went to Cold Stone, I purchased Strawberry Passion Icecream Cake, about 1:00pm. My daughters and I tasted the cake, and didn't like it. I felt like it was stale. I called about 3pm and spoke with Ricki, I explained my feelings about the cake. He told me that I should wait 10 minutes and the texture changes, I told him no thank you, because we live about 15 minutes away and it still tasted stale. He stated I could bring cake back and get another cake. I told him, I just wanted a refund. He said ok, bring in cake and receipt. I told him i had dinner plans, because of Mother's Day. He said i could bring it in the following day, which is what i did. I returned cake along with receipt between 11am and 1110am. He took cake, and receipt, he asked for my name and last 4 digits of card i used. I felt funny that he was not going to complete refund transaction, right then and there. So, I asked if i could get pic of receipt he said sure, and give him a couple days for refund. Matter of fact, I ordered ice cream after giving him my receipt.I called Thursday at 609pm and spoke with Ashley, she said she could relay message to RIcki and she would give me a call back. When she called back about 10 minutes later, she said Ricki said to give him one more day becuase they had some kind of inspection, etc. So, I caleed this evening around 630-700pm and the young lady said he was there but not in shop. She said she would give message. I decided not to wait and to dispute it instead. I could not walk in his shop and get a pint of ice cream and tell him i will pay him later, the same goes for consumers, as well. I patron Cold Stone, and feel very disregarded as a customer, which i have no idea, why, I give tips and am always nice and patient. I do not feel like i should have been disregard, as Ricki,representing Cold Stone stole my money as it was not refunded. I ended up putting in a dispute with my bank on Saturday May 19. read more

Cold Stone Creamery - Ricki holding my receipt, in which he was supposed to refund me for the ice cream cake that I returned and he didn't. #Crook? - Ice Cream & Frozen Yogurt Near Me - Monterey, California

Terrible customer service!! The girl with reddis-orange hair was very rude and wasn't helpful at all. She did not listen to the orders and told us we needed to be "more specific" when she didn't even great us or ask how many were in our order. Disappointing! read more

This was a really bad experience. We came in 40 minutes before they closed and we were not greeted when we walked in. There were 3 girls working there and they were all doing the closing stuff they have to do. After 5 minutes of waiting, one person finally told the other girls to help us. She didn't even say hi, and just looked at me. Ordered some banana carmel thing and said no almonds. She put almonds and I told her no almonds so she scooped it out. (When I ate my ice cream there was still almonds in it. What if I were allergic?). By the time she finished making my ice cream, there were about 5 more people in line and finally one of the other girls decided to help. Also, the ice cream was kind of soupy, which was disgusting. All 3 girls there looked extremely unhappy, could tell they didn't want to be there and all had horrible customer service. read more

I have never been disappointed with the ice cream here. I purchased a birthday cake yesterday for my husband, as I do most years. It was delicious as always. We got the Peanut Butter Playground. It was the highlight of a not so good birthday dinner. Thanks Coldstone for consistently meeting my ice cream and cake needs. read more

Have to say i was surprised today with how clean and organized this place was.. like Wow I guess the store finally got someone to manage this place or it seems like It. The past few times i have come in no one was happy. I came in early to get some ice cream while I waited, i Notice that there's a new girl, she was very kind and polite, a merry couple that was in front of me seem very happy with the service when they ask her for name she say her name was Melody. Me as a business manager saw that she look happy working there, not like other time I been there where everyone seem that they hated been there. So after talking to her turns out she use to work there before for 3 years ago so I ask her if she was the manager, she say no but if she could she would change a lot of things and show the people that work there how to do things the right way. i loved how kind and happy she seems to be working there. Ps, Melody keep the that beautiful smile a positive attitude and sooner or later your dream of owning your own ice cream place will come true. Thanks for the amazing customer service hope to see you again. read more

Being that this is a chain there isn't much that can go wrong. The service was really great, and the ice cream was really great as well. I do wish they had more sugar free or fat free ice cream available. Worst part about this place is the lay out. The entrance is awkward and as soon as they have more than a few customers it's difficult to see where the line ends and begins. read more

Seriously have never had worse service in my life. The young lady helping was so more concerned with her boyfriend in the corner then helping her customers. We were clearly inconveniencing her. We came in a half hour before close, and she expected us to order the minute we walked in the door. Not even given a moment to decide. Rude, impatient and obnoxious. read more

The usual when it comes to CS ice cream. Small location but line moved fast. I'm taking a couple of stars off because for the exception of one older employee everyone was pretty miserable. Yeah, I know, you'd rather be doing something else but this is your job folks. Are they supposed to sing when they get a tip? Cause dudes weren't singing...only the older guy! read more

yum! love their ice cream, but there is hardly any indoor seating and very few patio tables outside, so order to go if you don't have to go too far. Expect a little bit of an obnoxious air as high schoolers seem to be running the place read more

I went here the other day on the weekend with friends. Their was a long line forming at 2 people working. One of the workers right in front of all the customers said, "i dont want to be here or talk to any of these people. Im just going to go slow and avoid it tell im off." Ill let that comment speak for itself. read more

Armand, owner, and the staff at Monterey Cold Stone are wonderful. Not only is the ice cream fabulous but Armand supports the local community, especially Marina High School. I cannot wait to go back for my next Lava Explosion! Rebecca read more

Great place for ice cream. Relatively well priced. I'd give it four stars, but it gets an extra star just for not being Baskin Robbins (as in, they don't overprice and underserve). The ice cream is tasty (cake batter, mmm!) and putting a topping right in is great. Service is always really nice and friendly, and it's a cute little corner location, right across from the movie theatre (great to grab before or after a movie). Would recommend! read more

My two year old daughter and I were at the store located in Del Monte Shopping Center, Monterey on 9/8/11. I ordered a medium-sized strawberry blonde. When I asked for another cup so I can share the ice cream with my daughter, I was told I would be charged for the cup but instead can have a tiny dixie cup for free. The dixie cut barely held a few spoon full of ice cream and made a huge mess! Needless to say, I was very irritated and disappointed. Did I really pay six dollars for ice cream and was denied a 5 cent cup? I very much doubt that I will go back to Stone Cold Creamery after that annoying experience. I hope they change their "no extra cup" policy. read more

Cold stone sloppery, no thanks....well maybe for a free birthday scoop. ;)

Sorry to say but the service here is very bad. The employee did not acknowledge my presence until I asked if she was open for business. Not a place that I would recommend or come back to, although I have had great experiences at other Cold Stone Creameries before. read more

Ordered a cake on line for my daughter's birthday. The process was simple and convenient, and the cake was delicious. I would have given five stars if it wasn't so expensive. read more

Just recently bought a birthday cookies and cream ice cream cake here. It was wonderfully delicious, a quick transaction and overall a pleasant experience. read more

The ice cream was good, but the customer service was not! Natasha made both mine and my wife's orders wrong and had a bad attitude when we asked for them to be remade. She was so annoyed that her face was red and did not try to hide her grumbles or eye rolls. Going for ice cream is supposed to be fun, so we'll go somewhere else next time. read more

I only hit 1 star because there is no NEGATIVE STAR available. I showed up at this joke of a shopping center called DeMonte to get an ice cream needed to use their restrooms at 9:00 at night. Public restrooms were locked up tight. So went to cold stone to get an ice cream. Mentioned it to the host. She said, in front of all the employees that I could use the restrooms in the theater across the way. I did, I pee really fast, upon returning I can't get an ice cream as they close at 9. No one said that and it is now 9:03 and I'm told by some illiterate, you get what you pay for, ass that I can't have my ice cream. THAT IS WHEN I NOTICE THE FRUIT FLIES CIRCULATING IN THE STORE. WHERE IS THE HEALTH DEPARTMENT, better yet where is cold stone for as I walked away an elderly lady in a walker waved her finger at me and said "don't eat here". Next time I know. read more

I have to subtract a star for a few things....the sizing is really strange. I can't figure out how much ice cream I'm getting. It isn't specific enough. I need an easy measuring system, like scoops or ounces....not a funny expression. Sometimes when I go there is a huge line and I'm not sure I want to hang around that long to get some ice cream. 3rd negative is the weird singing when you give them a tip. I hope they stop or have stopped doing that. It's kind of embarrassing for people who don't tip and for the staff and I'm just not a fan of the singing...sorry, but it's distracting and loud and you get the point. The ice cream is incredible...I have to say. No where else can I get a mud pie close to this. My bf and I fight over every last bite. read more

Someone gave me a gift card, so I've visited three times this year. Always great service and ice cream. Thanks all!

The ice cream is great, very rich. But this place is way too small, and always cramped. No matter where you stand you are in the way. If you grab and go then you are fine. But the ice cream is the best. read more

love coming here, such a fun place! my son love to tip them so they will sing. The ice cream is delicious and they have such a great assortment of toppings. read more

If you are bored and want to have something... and do not know what to have, I highly recommend this very delicious ice cream. My favorite flavor (although I might be boring) is vanilla with caramel. Everything they have is delicious. Be careful, it's addicting... read more