Came here for national ice cream day, there were only 2 people working there and they were super busy. They were out of a lot of their flavors coffee being one of them which was a bust!!! The person that was helping was could've been a little better with her customer service skills. After she made each ice cream order she just tossed it on the counter!!!! Won't be back there that's for sure!! read more

Meh. After a dinner at Macayos, we decided to come down here. My wife had some money left on a gift card and we were in the mood for something sweet. This place is located right next to the only movie theater in Surprise. We walked in and scanned over the options. I wanted to order their "Churro Caramel Crave" but they said that it would be about 6 to 7 minutes to prepare. I then attempted to order a "Brownie a la Coldstone" but once again, said it would be 6 to 7 minutes. I guess they have to go pull off a Betty Crocker and whip up a batch of brownies/churros behind the scenes. I really didn't want to wait (it's that instant gratification thing ;-) lol) for my ice cream so I decided to just go with a "Founders Favorite" which included sweet cream ice cream, pecans, brownie pieces, fudge and caramel". My wife got a "Peanut Butter Perfection" in a waffle cone. Here is how they were.............. Founders Favorite- It was decent. It was melting kind of fast so I had to whoof it down. The ice cream was just alright..not that great of quality. The brownie pieces were really good...nice and chewy and fudgy. The nuts, fudge and caramel all kind of blended together. It was plenty sweet, but I was not that impressed. My wife said the same thing about hers. She actually didn't even finish all of hers, and that is rare for a peanut butter type ice cream. Overall, I think it was a bit too expensive for what you get. Our ice creams were $15.00! For that price, I would rather get a sundae at Culvers, Baskin Robbins, or even buy a few pints of good ice cream and eat it at home. Service was just ok. They were going through the motions. Seemed like they didn't want to be there kind of. I probably wont come back unless its totally free with a gift card or something. Just not worth it! read more

Cold Stone Creamery - Medium Founders Favorite- Meh. It was just alright. Good brownie pieces but the rest of it was just pedestrian. - Ice Cream & Frozen Yogurt Near Me - Surprise, Arizona

Just moved to the area. And very disappointed in the cold stone in surprise four people waiting in line including myself one girl messing with the computer three or four voices in the back not helping anyone absolutely no one helping any customers at all had to ask if they were even open while we were all standing there. read more

This is the second time we have driven seven miles one way to be told they are out of Chocolate Almond Milk Ice Cream, which is the only thing I can eat on their menu. read more

Had to come to Cold Stone while on vacation because they recently got rid of the locations near home. So when I took my first spoonful of "Birthday Cake Remix" you can bet I was in heaven. I must admit, a 'gotta have in' aka 'large' was nearly 7$ with tax is quite steep for ice cream, but for me it's always worth every penny. I do not recommend coming here if you're on a budget or have a bunch of kids to please, because two people getting a small will be close to ten bucks. But for your average middle class girl who loves ice cream, I will continue to splurge on this creamy delight. read more

I ordered from this location for a DoorDash delivery and, although the flavours were correct, they gave us the wrong sizes. We gave the location a call to ask them about the error and they said, "oh, you're right." 1) Duh! Obviously. I have my receipt. 2) They said they couldn't offer us a refund and if we wanted the order to be corrected, we can come and pick it up. Here are my issues on both the part of the store and the Dasher (which I cannot comment on here): 1) Why did no one check the order was fulfilled correctly before it was packed up? We did not place special or complex orders. They were two signature creations and all they needed to do was put them in the right size bowl. Not rocket science (even for teens). 2) We ordered delivery for a reason. If we wanted to go the store, we would have done so. Ridiculous. Side note: DoorDash service in this area has been atrocious. Keep that in mind if you live in the area and order delivery via DoorDash. read more

Word of advice... if you guys are out of a specific ice cream or mix in WOULD YOU PLEASE CONTACT US? I ordered peanut butter cookie dough ice cream with yellow cake and payed extra for cookie dough mix in. Instead of the PBCD ice cream I got vanilla.. and you didn't add the cookie dough at all.... Neither you OR the dasher contacted us to get replacement options. You just chose for us and that is really not cool especially when I paid extra for something... read more

I don't typically write reviews but I LOVE Coldstone but this location was very disappointing. The staff all appeared as it was their first day. They were very slow and were unprofessional in front of all the guests. They argued about who should be doing online orders rather than focus on the guests in front of them. I ordered a Gotta Have It (large) mint min chocolate chip which is my favorite. They only filled half the cup. My girlfriend orders a like it (small) and even that was only filled halfway. I'm not a very picky person but they lack any type of leadership in there and it shows. They just make other Coldstones look bad. read more

DO NOT ORDER DELIVERY!! Placed an order via Grub Hub and expected time of delivery was 35-45 minutes. When my order was 30 mins late I went to see if I had received a notification, nothing via the app, nothing via text, no phone call. I did receive an email stating the store had canceled my order because they were too busy to complete it. Now an hour and half later and it's too late to get ice cream from anywhere. I find it hard to believe the store was too busy to make 5 ice cream cups on a Wednesday night. LOST MY BUSINESS PERMANENTLY! read more

We always have problems with this location but would continue to give them the benefit of the doubt since it's so close to us. I think this was the last straw and we will not be returning. We ordered online to pick up and when we got there it was ready on time (surprisingly). We got in the car and look into the bag and the lids were not closed tightly on two of the ice creams causing it to spill all over the bag and the other ice cream we got. Also, we asked or a waffle bowl and received a waffle cone that is absolutely burnt. Cold stone is not cheap, therefore, receiving this order was highly disappointing and after this, we will not be returning to this location anytime in the future. read more

Cold Stone Creamery - Lids not closed all the way on to-go order. - Ice Cream & Frozen Yogurt Near Me - Surprise, Arizona

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I remember when going to Cold Stone was fun. You can't even watch them anymore. Our order was done in about 15 seconds and the cold stone slab is hidden. And they have the nerve to put out a tip jar!? Way overpriced crap. They also false advertise. I live 2 minutes away and will not be going back. read more

placed an order through door dash around 9pm. Unfortunately door dasher did not arrive to the store so until 10pm and was told half of my order was unavailable. I agreed to a new order to be told more items were missing and at that point I made accommodations to what I ordered even though I paid $13 for this bowl. Was then told i couldn't have my waffle bowl because they already closed and she already made it.. really??? Super frustrating and will not go back to this location for sure. read more

just went and i got a pumpkin spice bread ice cream and i know there is add ins and she asked me if i wanted them and i said yes . i know there was cream cheese frosting in it and knowing me i don't like frosting but a little but mixed in something is good but . she decided to pretty much put the whole tub of frosting in the small amount of ice cream they give you so the end result just tasted like frosting. read more

So everytime I come in here, which is maybe once a month if that, something is wrong... specifically tonight these poor girls (maybe 16-17 age range) were completing orders like champs! I was impressed. BUT, the entire store was a mess. Many of the flavors were "out", brownies were out, gloves weren't being worn, there was a cockroach on the ground, there were sauces not properly stored. You could tell the girls needed help, so where was management??? Why is there NEVER a manager there to help? If you're going to be a chained ice cream shop, then you should probably have all flavors, sides, etc. available regardless of the time. Super frustrated that I waited in line for 15 minutes just to get to the front and be told things were out that couldn't be replaced. Hope y'all figure it out soon, or get under new management. SOMETHING. read more

Terrible store. Terrible service. Never have what you want. Avoid going here and wasting your time.

AVOID THIS PLACE! While waiting for my niece to get off work....Hubby and I decided a small cone on a hot day would be great. Heather was our cashier/server.....she was so snippy! I had asked for e sample of a flavor, didn't care for it and asked for a different sample......her response was "you know you are only allowed 2"....I reminded her that was the second one.....and told her I just wanted a kids cone and hubby decided the same thing. Instead of ringing them up 1st like most of the places do.....she serves them and then proceeds to give us our total.....both of us with Ice Cream in hand!!! She announced a grand total of $ 9.81 and I told her she must have made a mistake......that was outrageous!!! She said "ahhh...no". I asked her to explain that total (which she didn't) and by now the ice cream is dripping. Hubby paid for them.....when I asked her for a receipt, she became very annoyed. For a kids cone and one tiny scoop of ice cream....it was $ 4.48!!!! She not only charged us for the ice cream....but the cone as well. As we were sitting there another couple came in and had the exact same problem......but this time the guy started getting really mad and she gave them a coupon for a free one to use! This place is a joke.....certainly NOT consistent with other Cold Stones we have visited. read more

I've ordered my last cake from this business. I ordered a birthday cake for my Dad in January and one for my Mom in March (both in their 90's) I ordered well in advance online and picked them up on time. Neither one had their name or even a happy birthday written on them. No excuse especially when I'm paying $48 for a BIRTHDAY cake. read more

This location is always out of their most popular flavors, and they're constantly out of waffle cones. Save your money and go to another Cold Stone, you won't regret it! read more

They always seem to be out of the one thing I want which is the roasted almonds. Here I am recovering from surgery and yet again, out of roasted almonds. Seems to me I'd this item is in such high demand, they'd do a better job ordering supplies read more

I like that they always have a sorbet option & that it changes often :) I know it's not health food, but when I'm trying to be good, this is a better 'cheat' than the chocolate ice cream with brownie, chocolate chips and chocolate sauce :D Today I had the strawberry mango sorbet. I had them mix in black berries, pineapple & crushed almonds. The result was pretty amazing, if I do say so myself! The service was friendly. They've added a few more tables and chairs, so we had more seating options. Always a plus! read more

I have never felt more unwanted in a store! I have gone multiple times and every time have a very unpleasant surprise! The employees are so rude and act like I am interfering with their time. Makes me not want to come here to get ice cream! Very said to see unhappy employees working all the time and taking their unhappiness out on the customers! read more

I'm a SoCal guy! I like Thrifty Ice Cream, Carnation, or Baskin Robins! Never been a huge fan of Cold Stone! I am glad they open one up by the theater! More business, more things for the locals. I like the idea on how they serve their ice cream! I just don't like their ice cream! Just doesn't do anything for me? But I'll keep on trying different things until I find something. read more

The ice cream was a little melted - super hot in the store - but the gal who helped us made up for it by being extra sweet to my kids. Thanks! read more

I went at 3:30 pm on a Tuesday during the rain to avoid the movie crowds. The place was full of kids from church. Not a chair in sight. I asked the clerk where I could sit. She replied take it home. Wow. I asked if the Manager was aware of the kids hanging out and paying patrons left with no where to sit..or beath for that matter...unles I went outside in the rain. She said she spoke to Manager/Owner who said they were paying patrons too. Uh..look again....only 4 kids of 15 had ice cream. Besides...how rude of this church group not to offer to allow a older woman a seat. New owners are as bad as the last it would seem. Still a kid hang out and other patons can suffer. read more

This cold stone is pretty much like I've noticed most cold stones are, ran by kids who often times lack very good customer service skills. But it's pretty hard to mess up ice cream. As long as they have my favorite flavors in stock, which this spot almost always seems to, then I'm good. I do recommend calling ahead of time just in case because it's definitely a heartbreaker when you get there and find out you're not going to be able to get your fix read more

Not worth the price. Plenty of other places to get ice cream for way less. Ice cream is also nothing special. You pay for the customer service, which they lack. All around disappointed, won't be back. read more

Gross, took one bite threw it in the trash. Server was nice. I definitely will not go back there. B & R is the only way to go. read more

We made an mobile order to pick up, and they messed up the entire order. They gave us four ice creams when one was supposed to be a banana shake and they gave us some Oreo ice cream instead. We had to wait for the order because they didn't even realize they had a mobile order that was placed 20 minutes ago. We didn't even want to wait because it was going to take even longer for the shake and once we arrived the rest of the order didn't match the order ticket. Never coming here again. read more

The employee(s) decides to close the store at least 20 minutes early. I placed an online (prepaid) pick up order that was going to be ready at 9:35. I arrived at 9:40 to find the door locked but an employee still inside. We made eye contact but she went back to cleaning the store instead of acknowledging me. I knocked but still nothing. I returned to my car to call the store but no answer even though the employee was cleaning the counters presumably by the phone. In addition to wasting me time driving there and back, now I have to waste my time attempting to get my money back. I understand this is a new process for the store but closing the store early after taking orders has nothing to do with a new process. ‍ read more

Placed an order online i arrived 30 minutes past my pick up time due to traffic. Got there and the employee hadnt even checked the orders placed yet. She found the order and asked if i wanted a refund. I said no all wait. There are no other customers currently in line at all. She stood there asked again to you want a refund. Again i said no all wait. She started making the order. Made one part of the order and asked if i wants a refund for the rest of the order. For the 3rd time I said no all wait. Need to get new staff! She has no customers waiting but is inconvenience by the one person who placed an order. I waited over 30 minutes for 2 cones. Also waffle cone machine is broken read more

Always great ice cream choices, but the customer service is never great. I love getting their sweet cream and strawberry ice cream with strawberries and white chocolate chips. So good! The store is typically pretty clean and they also have great options for cakes. Of course, very convenient location. Right next to the movie theatre, so bring a big purse! read more

This place is disgusting! I have seen ROACHES in the store! FRUIT FLIES all around the ice cream and I watched one the employees NOT WEARING GLOVES throw out MOLDY fruit! Do not go here. Go to Handles Ice Cream instead! read more

Drove 20 minutes to this location. There were about 7 people in line in front of me so I waited about 15 minutes just for them to tell me it was cash only because their card reader was broken. They probably should've announced that when the large group of people walked in so that we didn't all wait for nothing. Now I'm mad and don't have ice cream. Will not be returning to this location. read more

Ridiculous, have a food allergy and in order to eat here they have to get a brand new box of ice cream out of the back and let it defrost for an hour before you can have any ice cream? Was not aware I needed to call in advance for reservations read more

I gave it 3 stars mainly for the price. I order 3 ice cream creations for us one night. Man the bill was 21 dollars for medium size in a cup, good thing I didn't order a waffle cone or there would have gone the college tuition. Very expensive. I love ice cream we started making it at home, but back to the point you can get better ice cream at safeway. Very over rated. Who cares if they throw it on a cold stone what a gimmick. read more

The guy working tonight (I believe his name was James) thank you for helping me out when my gift card wasn't working. I know it's something super little but I had such a bad day and that ice cream was my guilty pleasure. Thank you so much. read more

There is not much they will make me not want this ice cream. I'm always excited about getting cold stone. They don't have the pumpkin cheesecake ice cream this year. Maybe I'm too early. The customer service we ok. They don't have the rewards system here at this time. read more

Can't believe they can sell gift cards to me and when I come in with my family for ice cream they say their machine is down. They said it's been down 3 weeks!!!! They said they can't figure it out and they can't get help from corporate. I asked so we customers basically get the bad end. No reply. read more

Cold Stone Creamery - Ice Cream & Frozen Yogurt Near Me - Surprise, Arizona

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My kids and I love this place. great place to run to in this Az weather, the service is great and the variety enormous. Love their chocolate ice cream with brownie yumm. read more

As you can see in my comments I love ice cream. My nephews and I wanted some ice cream from here and kill some time till our table was ready at a restaurant next door. When we walked in this place was all the way to the door. We still decided to wait, we never imagined it would be for over 30 minutes. So disappointed I'm not sure if they new it was a holiday. It was under staff and ppl kept leaving the place kids where non stop crying, it was a nightmare and the pace was super dirty and the staff where so slow. When it was out turn we just decided to get ice cream with no extra toppings cuz there was another's line for that .... horrible ice cream experience. I'm still giving it a two star cuz the ice cream was really good. read more