Make sure you "read" the menu properly there, after being told asking for lucky charms cereal ice cream with just the "marshmallows " is a common mistake... I was then told we should have read the menu since there are two types of marshmallows. To make it right they were only willing to give me a size 1/5 th of the size purchased. Also, the manager Melanie uses her social media to promote her store to gain business but says she feels uncomfortable communicating through that social media . read more

Cold Stone Creamery - Crappy ice cream - Ice Cream & Frozen Yogurt Near Me - Hackettstown, New Jersey

Cold soup, went to the Hackettstown store on 6/5/2024. Told us they were having refrigeration problems. Ice cream could be soft. No way to judge soft till you try it. Bought two containers and went outside to enjoy them. As soon as we sat down the stuff turned to soup. I went back inside and told them they should not be serving this melted product. My response just stares and no words. My only consolation told four customers the inferior product they were selling and they walked away. read more

Ice cream was good but very expensive. They we're having a freezer problem the day we went so ice cream was melting. Staff was friendly but would not take my coupon off the app becuse they couldn't find the right code (they said the owner doesn't let them manually do it) Store isnt eco friendly. Apples looked like they were sitting around for aw read more

My boyfriend and I went to the Hackettstown location and I am just very disgusted at the customer service. It is disappointing as I grew up around here and I don't remember ever being treated the way we were tonight. One girl in particular was rushing us through and I even mentioned to my boyfriend they are in a rush as he was trying to pick out which ice cream he wanted( it was his second time there) neither girl defended that statement. I even went on to ask if they closed at 10, which at the time it was only 9pm and they said yes they close at 10pm. The blonde girl then just tossed our lids on the counter as her co worker rang us up (who seemed a little timid during the whole situation) It was a very hostile interaction with the blonde and I am unsure if we will be coming back if that girl still works there. read more

If I could give no stars I would. The women working there seemed like she just got hired this morning and was working alone. She did not know what was in the ice cream, for ice cream all over the cup and proceeded to give the cup to me. My sister said can you put the cup in a bigger cup so there isn't a mess and the women goes why she is a big girl. The women then went to wash my cup under the faucet sink. Our ice cream was like water at the end of all of it. I would NOT recommend this cold stone at all. read more

We were looking for a fun dessert after our meal on Hackettstown. We entered the store and behind the counter were three female workers. They were talking and laughing and not putting in effort to move the line. We were fourth in line. One of the younger employees went in the back room and came out chewing food a minute later. After we waited another 3 minutes of no progress with line movement, we decided to leave and let the employees finish out their disastrous customer service. Franchise owner needs to supervise this place - it's a joke. It's a free for all at this place and no accountability. read more

I went to the Hackettstown location and after waiting in line for twenty minutes I order my ice cream to go and when I got home and started to eat it there was a hair in it!!!! With all girls working here they should be required to wear hair nets!!! read more

Cold Stone Creamery - Hair I pulled out of my mouth after taking a bite. - Ice Cream & Frozen Yogurt Near Me - Hackettstown, New Jersey

I ordered the Cheesecake berry ice cream in a large cup. When I got the order the ice cream was half melted squishy and the fruit (strawberries and Blueberries) were frozen and blandness flavor. The half-melted squishy ice cream was spilling over the cup making a mess all over my hands and the floor. After two bites I threw it away. Honestly I am not surprised as this has become normal for the overpriced ice cream store - over the years the quality has been going down while the prices are going up. For half the price and better Quality I can get a pint of Hard firm Hagen-Daz ice cream at Target. COVID-19 has nothing to do with the diminishing quality of this store. read more

The store is never ever welcoming 30 minutes before it closes, understandable from teens who want to leave their job early. But when they started closing their doors 30 minutes earlier than when the schedule outside and online showcases, it starts to become annoying when you walk up to the door only to have it locked and the staff stare you down as they are already cleaning up. It happens regularly with the staff that closed on (7/20/22). read more

I went to this creamery for the first time today with my daughter and her friend. The ice cream is good but be warned...they're far from friendly. The young staff that works there looks like they don't want to be there. I felt like I was bothering them. I rather drive to Mt Olive to Das next time! read more

I have gone to this place many times. I haven't been here in over a year and now will be my last. As in another reviewer the teenage staff was rude and the ice cream was not the quality I have always gotten. I should have spent the 14.00 on two ice creams on Ben and Jerry's. I was so disappointed my chocolate ice cream did not taste like chocolate and it was supposed to have brownies and it didn't. Instead I got a ton of small sugary chocolate chips. I think the ice cream was a cheap store bought. What a shame I loved going to this place. read more

We picked up some items for our son's birthday party from here. We did and online order for pick up and it went very smoothly! Everything was delicious and exactly as ordered! read more

The workers where very nice! The food was so good and I loved it! I got a medium Oreo ice cream and it was good.

Service was poor! Manager was not nice! Kept rolling her eyes! Was not clean had dirty fingernails! Would never go back again! And she was very rude just like the other reviews! Dairy Queen is better and cheaper! read more

Very good ice cream and very good employees. The cakes are specularly done on the inside and out. Always clean and friendly environment.

Fantastic service! When we arrived we thought it was going to be a long time before getting served with the line out the door. Within a few minutes, everyone had their order. Fantastic custom ice cream order. Look forward to going back! read more

The place was pretty good! I got Cookie Dough ice cream with Marshmallow inside. It was actually better than I thought. The three star review made me a little weary about the place. But it was actually pretty good. The cookie dough ice cream genuinely tasted like cookie dough, but there was also a tang of the creamy ice cream taste, I personally loved it. The marshmallow also gave it a good tang of taste, too. They had a huge variety of flavors and toppings. They also have pies and cakes. They also offer cool ice cream "concoctions" I guess you could say. Like the Oreo Overload. The place was great! One last thing! They did a cool technique where they take your ice cream and make a small "bowl" out of it. They place the toppings you want in the "bowl" and they start to do a thing where they mix the ice cream and toppings in a way where the ice cream is in a traditional scoop shape but all the toppings are INSIDE. I thought it was really cool! Once again the place was great and I recommend it to ice cream lovers. read more

I have never written a review for a chain before because I figured that all stores in the chain are the same and that the company regulates the quality. After visiting this store I realize that is not the case. I can't believe I waited over twenty minutes for an ice cream sundae when there was only 2 people in front of me and when I finally did get my order the ice cream was so melted it was like trying to eat a glass of flavored milk with a spoon. I have been to other stores in the chain (Rockaway NJ) and this was not the case. I could enjoy my ice cream instead of wearing it. I asked to see the manager and was told he has another job and may be back Friday for the weekend rush. Needless to say I won't waste my time talking to the manager over an overpriced ice cream sundae. I just won't go back. read more

The ice cream is good but expensive! I've seen better personalities on a piece of plywood. Atmosphere is definitely not friendly.

This is a review of Hackettstown location, not just Cold Stone in general! You get only one star on count of the horrible staff! Your product typically deserves four stars! Cold Stone ranks as one of my favorite ice creams. However, the way I and my family were treated last week was just bull crap! This isn't an opinion, this is fact. Yes, it was 1/2 hour before closing, but that isn't an excuse to be dismissive to customers! If your young adult/teenager staff can't handle the position, I suggest ownership carefully consider seeking more qualified help who can at least pretend to care about the customer. Worse than the attitude was the ice cream laying on the counter the entire time we were in line. (Which was about 10-15 minutes). The ice cream was melting and just disgusting! I questioned the girl about the state of the sad looking ice cream "IS THAT WHAT YOU ARE PLANNING ON SERVING ME???" She got snarky and said YES, it's FRESH! So, wait... fresh means you leave it on the counter melting for god only knows how long???? Really? Maybe it's just me, but does anyone else want to enjoy a $7.00 cup of melted yuk??? You charge TOP DOLLAR for microscopic cup of 'like it' and the least you can do is smile and serve palatable product! My daughter's ice cream was missing the mix in, and there was about half the ice cream you'd normally get in a like it! No more H-TOWN ice cream for us. I'll make the drive to another franchise. Yet another obvious hang out for the local youth, with no serious business interest in families or quality service. read more