I visited for the first time in years, I spent close to $100 ​Terrible service and management--avoid this place. I walked in and wasn't even greeted. The staff had awful attitudes, and instead of helping me bag my six-item purchase while my hands were full, the employee literally threw the bag at me. I had to pack everything myself. ​The negative reviews are absolutely right: This privately owned shop clearly lacks proper leadership. I will never return, and this business desperately needs new ownership!!!! I will now take my spending else where, if you like ice cream go to "Yummy Yogurt" in Pinole. They have great customer service, friendly and a Mom and pop shop. I rather support my community elsewhere rather than this place!!! Don't go here!! read more

I am writing to report a disappointing experience my daughter and I had at your store yesterday regarding the Dubai style ice cream. We requested a simple modification of vanilla ice cream instead of chocolate and asked to add extra pistachio cream and kataifi, which is clearly listed as an available add on for an additional charge on your website. When we asked for this in store, the employee Natalia G. told us this was not offered, dismissed our request, and stated that even if ordered online, she would not honor it because her manager does not allow it. We showed Natalia G. the option directly on your website, and she still refused. Her tone throughout the interaction was dismissive and unprofessional. When we received our ice cream, it did not resemble the advertised product in any way. There was barely any pistachio cream or kataifi included. I have attached photos showing both the advertised product and what we actually received for comparison. For a $9 item, this was extremely disappointing and felt misleading. At a minimum, there should be consistency between what is advertised online and what is served in store. If certain options are not honored in person, that should be clearly communicated and not dismissed when a customer raises. read more

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Much better experience. Ordered for delivery. Website didn't offer marshmallows but the woman who answered the phone was able to modify my order to include them- switching out another topping I paid for. The ice cream was just ordered. Delivery was seamless as well read more

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

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Seriously?!?!?!!?!! Note to self... ALWAYS check the cake after they write on it.. Who thinks this is ok to give a customer a cake looking like this??? I would rather have a blank cake.. Cold Stone Pinole.. Do better. read more

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

Warning: this location does not value customers or their own promotions. I brought my twin daughters here for a birthday treat and had a buy one, get one free coupon from the Cold Stone app. The app clearly showed it was active, but their system claimed otherwise. When the employee called the manager, he refused to honor it. His excuse? Either I had already used it (I hadn't) or I had to wait two weeks. That's nonsense -- don't advertise a reward if you're going to deny it at the register. I could have easily just paid, but it's the principle. A good business honors its word and respects its customers. This manager chose to do the opposite. Instead of making a $20+ sale and keeping a loyal family, he wasted product, lost revenue, and lost us as customers. This is penny-pinching, short-sighted management at its worst. If they'll cheat you over a simple coupon, imagine what else they'll do. Spend your money where it's valued -- because it's not here. read more

Cold Stone Creamery - BOGO Qty1 - Ice Cream & Frozen Yogurt Near Me - Pinole, California

My family and I just left from this location and Teresa was beyond rude! Rude when we walked up to order, rude telling us they were out of silk milk. Just poor service. We got two different styles of red velvet ice creams and when she was ringing us up I asked her which one was which and she was said "just taste it". Absolutely unacceptable, however the other young lady with the pretty eye lashes and gold chain was super sweet. To the owners, please speak with Teresa as her customer service is extremely poor. read more

I've been here several times usually with my wife. I ordered the "nutter butter" ice cream it was good. The service it always quick and friendly service. read more

DO NOT GO HERE. I recently bought ice cream for my wife and me from this location. We ordered chocolate-dipped waffle cones for our ice cream and took them home. After taking our first bite, we were hit with a strong taste of bathroom cleaner. It was completely inedible and we threw this out immediately. This leads me to believe they do follow proper cleaning or food-handling practices, which is extremely concerning. We will not be returning and I have a filed a complaint with the Contra Costa Health Department. read more

I went during the 11am hour and it was empty. It was great. Going for cold stone on cold days is a good move. read more

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

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I love the place, good taste of music !!!!! The food was good and taste too. I recommend to come to this place 10/10

I love ice cream! But I don't love this place. So I ordered a "gotta have it size, but somehow she heard "love it" size. After pointing it out to the girl, she dumped it back out, added a small scoop of ice cream, poked around at it, then put it back in the cup. I also ordered a mango pineapple smoothie. 5 minutes after we left, it turned into water and yellow guck. Thanks, but no thanks. 2 star only because, well it's ice cream. I love ice cream. read more

Cold Stone Creamery - Ordered a gotta have it but got a what the heck is it size. - Ice Cream & Frozen Yogurt Near Me - Pinole, California

One star for the ice cream. Zero stars for the establishment and the lack of customer service. This is the 2nd time I've gone here and every time the employees have this flat affect, no smile, just bad vibes when you come in. Ice cream is supposed to make you happy but when you come in you'll be in a bad mood because of all the attitude from the workers. No politeness, they just do their job and no real effort to provide customer service. The embodiment of "quiet quitting." Plus there's no chairs or tables at all and no public restrooms. read more

went in for birthday ice cream, and the line was very terribly organized where every group of family's were getting their orders taken every other person resulting in out of order ice creams and the girls serving were disrespectful to us while asking questions about the ice cream. not great read more

I don't understand why this place has 2 stars cause it's darn good! I went here at like 7 pm and it was cold and raining outside but people were still lined up to get themselves some good ice cream. Their flavor selection is great, especially during the fall, so you should get one of the apple pie flavors if you're here at the time. read more

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

I usually have an ice cream craving after dinner and Coldstone was conveniently placed next to Que Onda Tacobar. My 2nd job ever was at the very first Coldstone in Vallejo in my teen years so it's always nostalgic coming into one. I was in the mood for one of my usuals - the "Love it" size of "Founder's Favorite"- sweet cream ice cream with brownie, fudge, caramel and pecans mixed in. My scooper was very skillful, professional, prompt and helpful. He also gave a generous helping of my "Love it" size, which was towering over the cup - lots of kudos to him! I was in and out in less than 5 min. My ice cream was good but had to dock off a star because the pecans weren't as crispy - not sure if they were the freshest. I'll have to try my other faves, Banana Caramel Crunch or Blueberry Cheesecake, or Strawberry Shortcake next time. Other than that, it was a yummy dessert experience! read more

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I was extremely disappointed with my recent experience at Cold Stone. The staff appeared visibly unhappy and unwelcoming, which made the visit uncomfortable. The lack of friendly interaction significantly impacted my overall experience.This isn't the first time I've noticed this it seems like each time I visit, the employees have a negative attitude and are not engaged in providing good customer service. When taking orders and serving ice cream, customers should always be greeted with a warm, welcoming attitude. Unfortunately, that was not the case during my visit, and I left feeling unsatisfied. I hope management takes this feedback seriously and works on improving the customer service. read more

Bought a cake on Christmas Eve. Ordered online. Had no issues. I will return. Quality was great. The process was efficient read more

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Cold stone is cold stone. BUT the workers here seriously lack customer service. I went here with my family and although I know sometimes work can get hard, doesn't mean you should give your customers attitude. Here I thought it was a one time thing, so we gave it another try.. and it was the same type of service from DIFFERENT workers. "Is that it?" "What else?" Were things they said to us as if there was a long line, but there wasn't. Personally I think they should get some coaching. Cold stone ice cream is great, but it's the workers customers service that made the experience horrible. And no, i am not trying to hate on these workers and that is why I have it another try only to get the same result. I hope they will get some coaching because life is so much more difficult than this. I really hope the customer service changes. & also I'm pretty sure one of the girls name is Julieta. So just FYI. read more

My cheat day treat spot. This location can get busy. Good thing is the staff gets lines moving fast. The staff is nice and remember your name. The ice cream and cakes are consistently good. The shop has a good setup where even if lines are long you are waiting inside not outside. read more

Who does not love ice cream? It is good, and here, the quality is top-notch. I mean, young adults work here, but they are pretty nice if you let them know ahead of time. But I will for sure always love this place. read more

My ice cream or toppings tasted like mold! I couldn't eat it after a few bites I was disgusted. When is the last time this place was cleaned? read more

Came in bought an ice cream cake pre made from the freezer. Employee at the counter was very nice and was able to write on the cake for me.

the ice cream was really good, this was my first time coming to cold stone creamery. it gets busy at night, parking is not soo bad. just gets a little packed at night when everyone's off from work/ate their dinners. looks clean, and employees are .. just there lol read more

Long wait, even for a Saturday. I was surprised at how long it took and I know not everyone was asking for signature creations where they had to mix all those toppings in by hand. Honestly, I probably should've just bought a pint of ice cream from the grocery store. That wait wasn't really worth it. Also, turn down the music. It's not making the wait any better, it's just annoying how loud they crank it. Maybe offer free samples or tastes to people standing in line would help. At least we'd get a little bit of a sugar high while we wait. So, finally reaching the front I got the Oreo Overload. Always fun to watch them put it together and it ends up being extremely rich and totally bad for you. Great ice cream, not so great customer service. read more

Hi my name is Michael and I really wanted to tell cold stone they have a real diamond in there hands with great and amazing customer service I have always gone but service was not so great from the guys you have they are rude and they treat you with to customer service at all and I went this last time and I hade the most best and excellent customer service bye a young lady named DESTENNY she has green eye and the most amazing customer service I was going to go to a other place but she won't us back she is amazing and has great people skills and she took her time to explain most all the ice cream mix's and I even found my new favorite thanks to her DESTENNY was super amazing and to be honest they need to hire more like her or make her manger she has the skills and is very knowledgeable we'll be coming back thanks to her read more

Lazy staff who want to leave by closing time rather than start cleaning up by closing time. Me and another guy got there with plenty of time to order before closing and we were both turned away and told us that they stop mixing ice cream 10 minutes before closing. Rude and horrible service. read more

This is the worst cold stone location. They are always out of ice cream flavors and toppings. The workers here always have an attitude like someone is forcing them to serve ice cream for a living. They barely mix in the toppings properly so all your toppings are at the bottom of the cup. Went in today and ordered banana pudding but they didn't have the ice cream. Then wanted cheesecake w/ strawberry puree & graham crackers but they didn't have the puree & the cheesecake ice cream was melting. Finally settled on coffee w/ almonds & caramel. I got a medium size but the ice cream barely filled the cup. I also seen one girl in the back making the cone bowls and shaping them with her bare hands, mashing the cone to make the ribbon shape and sticking her fist in it to make it flat at the bottom. Stopped to scratch her face and head then proceeded to shape the cone bowl. Please DO NOT order the cone bowl from here which they had more cone bowls than ice cream. Pathetic excuse of an ice cream shop. read more

It sucks that this is the only cold stone in the Richmond area. We love cold stone but dread going to this one because it's the same silver tooth females Working there every time we go. Even the manager is scared of them. The line is always out of the door because they move with zero purpose. I promise you everyone that goes to this location knows what I'm talking about. read more

I am on a roll . . . This ice cream place sucks due to their customer service! I ordered a banana split. I was the ONLY person in the store at the time I ordered my banana split with my girlfriend, Dani Campos. FYI: I am embarrassed with the Cold Stone's non-exisitant customer service because I brought Dani Campos who was visiting me from Brazil to this Cold Stone Creamery location. We both left the store without receiving our ice cream orders! The Stone Cold Creamery female employee glared at me and stupidly kept asking me repeatedly if I want a banana split and I kept repeating, "Yes, please make me a banana split." Ten customers entered the store TWO MINUTES AFTER I placed my banana split order. The female served EVERYONE and she also served people who came after the other people who initially entered the store AFTER Dani and me!!! I arrived in the store FIVE minutes BEFORE all these other customers arrived at the store! The female employee scooped one scoop of one ice cream into the serving bowl and five minutes later scooped another ice cream into the bowl for my banana split order. Oy-Evay! O=:-O The ice cream in the bowl has melted and appears SOUPY!!!! I waited 15 minutes waiting to receive my banana split and I was not served what I ordered. At this point, I am steaming mad! The female employee finally gave me a MELTED, SOUPY banana split. I did not order a melted, soupy ice cream banana split, so I SPLIT without taking the banana split or paying for their ice cream! I am LIVID! This Cold Stone Store SUCKS!!! NEGATIVE 1000 STARS for this horrible ice cream store because this management and employees lack customer courtesy and has a major deficit of customer service!!! This is the SECOND business I will not show pics because the customer service is non-existant! Since writing this critique, the Corporate Office sent me a waaa-zooo free coupon for a choco-decadent ice cream. Talk about suckin' up, eh? LOL! Update-April 22, 2008: Since writing my initial Yelp review, my brother, Albert who is visiting me from Iraq-we went to this same location and discovered the management and employees have heightened their customer service! I ordered and surprisingly received my banana split, but it still took 8 minutes to make my order because this female employee did not know how to make a banana split! I am still giving a one star for slow service. read more

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I typically don't write reviews, but I wanted to especially thank the cashier who helped us this evening. The 5 star review is specifically for Isabelle, who was so helpful and friendly! Isabelle got our orders to us quickly, and was happy to help when I explained that I had a "BOGO free" birthday coupon (not expired, never used). There was a slight issue with the system, so Isabelle was super professional and made sure to check in with her boss, "Gary," to ensure we could take our birthday ice cream home. What should have been a quick phone call resulted in "Gary" choosing to focus on problems instead of solutions. Isabelle attempted several times to kindly explain our situation, but it seems that "Gary" was not too interested in helping us in a timely manner. After witnessing this innocent cashier seemingly get berated by her boss, my partner and I insisted on speaking to "Gary" ourselves, as we could no longer simply watch as this polite employee was trying her best to help us with no cooperation coming from the other side. After explaining to "Gary" that our ice cream was melting and we were considering simply leaving to take our business elsewhere, "Gary" decided that he could be flexible and agreed to honor our coupon. Just to reiterate, this 5 star review is specifically for Isabelle. She was such a professional throughout the entire ordeal and we appreciated her help! I will probably use my birthday coupon at a different location next year. :) read more

Quyes is THE guy! He's very patient and prepared us FReSh cone/bowl. Always smiling and not complaining. Very sincere. He represents excellent customer service. Ice cream is of course good. read more

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

My son loves their ice cream! Staff are very friendly and fast, and are gracious with letting you sample.

I went here a few weeks ago craving ice cream. There were literally like 2 people in the store and I was in a line for like 10min. They need waaay better customer service. read more

Terrible business! After spending $20 bucks I asked where the bathroom was and she told me it's only for employees?! What?! You can go to Panda Express if you need to use the bathroom. Based on this alone I'd never return to this basic business that treats their customers like crap. read more

We ordered our wedding cake from Cold Stone Creamery which we were SUPER excited about! We absolutely love ice cream cake and we always order our birthday cakes from Cold Stone, so we immediately knew we wanted to have them do our wedding cake! However our experience here at this store was a bit unfortunate. This store was closest to our wedding reception, so we had to use this store (it's not the usual one we go to), and it was our first time ordering with them. We ordered our cake and paid for it in the shop. Monica who works there was super sweet and helpful! However, a few weeks later, I got a phone call stating we were charged the incorrect amount and told we had to pay more. I think everyone can understand that planning a wedding is stressful, and you certainly don't want to get hit with a larger bill after you already believed the payment was handled. Then on the morning of the wedding, my very soon-to-husband went to pick up our wedding cake. However, when he got to the venue, he saw we only had received 3 cakes -- not 4, so he had to rush back to the store to get the last cake. This put us behind schedule all day as the shop isn't that near to the venue. This is time you just can't get back on your wedding day! Then, funnily enough, that same 4th cake (the forgotten one) was actually not decorated. It didn't match the other cakes, a polka dot theme, which I could accept, but it also didn't have the traditional Cold Stone cake topper either. It lacked decoration which was really upsetting! It just had white frosting -- that's not a Cold Stone cake I'm used to. I love the cake toppers! Also, unfortunately, the polka dots around the cake didn't work. The polka dots had slid right off, so our cake looked really messy unfortunately on our wedding day. I could live with that...but that was just the icing on the cake...literally! The cakes did taste good though! :) I did let Cold Stone know about our issues and the store manager gave me a call while I was out of the country on our honeymoon, so I called her back when I had returned. She said they were under new ownership now; they had just taken over last month. However, most upsettingly, she was really dismissive and passed off any blame. She basically said she mandatorily had to follow up because there was a complaint to corporate, but basically it wasn't her problem and hung up on me. I mean, she called me and I took the time to call her back. This was a total waste of my time and she was very flippant about it and kind of rude to me. This is REALLY bad customer service! This is not how you handle business, nor how you should make it right with a customer. You should listen to the customer and be helpful. You can't just say, I'm new...this isn't my problem. Shouldn't you at least say sorry? It's not like I don't love Cold Stone Creamery....because I do! And I probably will still order their ice cream cakes in the future, but this store is poorly run and managed (and the new management isn't helping this situation either). Unfortunately when something goes wrong, you should apologize to the customer, not make them feel like they're a burden to you and not write off the problem because they weren't in charge at the time. They should welcome you back and make you feel like your next time visiting them will be better! Unfortunately, this isn't what happened at all. I won't be visiting this location again that's for sure. read more

Are people insane?! How could you rate cold stone under 5 stars?? DELICIOUS EVERY TIME!

My husband literally just left there empty handed. If you say that you are going to be open until 9pm, why have the doors locked 45 minutes early? I've worked in food service for years and I understand wanting to get out early if it's slowing down, but 40 minutes? C'mon guys. Please do better. read more

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

Nothing spectacular about the restaurant itself. The staff was nice and she served us immediately. One of the things that made cold stone special was they used to sing when tipped. They no longer do that. read more

Cold Stone Creamery - Cake Batter and cheesecake with butterfinger, brownie, and a crushed waffle cone. - Ice Cream & Frozen Yogurt Near Me - Pinole, California

OUTRAGEOUS. horrible customer service always hiring rude teenagers that catch an attitude for no reason, i asked for two specific flavors and she got it wrong, i politely said "i ordered coffee" and then she gave me a rude look. She then asked me if i wanted toppings so i said "May i have marshmallow"and she just got a handful and plopped it on the cup!!! She was the shortest one there and had a full face of makeup and was wearing a gold chain. Her 2 other co workers were much more polite with other customers tho! one was wearing a mask! read more

Back when I had my tech job, there was one in Concord, CA and I'd go there. I was obsessed and anytime I was within 10 miles of them, I was there. I quickly discovered that my favorite was the vanilla ice cream with Butter finger. I have no idea why, but I loved it. So when this location opened, I was dying to try it. And it's good, but the prices are quite steep. I also discovered that I could break up a frozen butterfinger and mix it with vanilla ice cream and get the same result, for a lower price. I discovered this during the period of time when I wasn't working near Concord, CA and for a quick hit, I'd make this. It's not quite the same, however, it does the trick. If I want an overpriced vanilla ice cream with candy, I think I'll make it at home. read more