I love ColdStone! This location is great! Nice people and excellent service. I always get my cakes here for birthdays and all for years. The Ice Cream is always perfect and great variety. read more

Always excellent quality control--my favorite combination is always as expected...coffee ice cream, fresh raspberries, pecans, and chocolate chips. The have many suggestions for complete combinations, too. There's always a line--just inside the store...I've yet to see it out the door. But there's so much to look at and you can chat with others so it's not so awful. It's very colorful and vibrant inside. There are a few chairs and tables outside, and none inside. They have a rewards program, pre-made ice cream cakes in the fridge for last-minute parties. So many other "flavors" of offering choices, as well. If you've never had this ice cream, it's fun to try. I've been enjoying it in different locations for decades. read more

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Really disappointed with my experience at Cold Stone today. The customer service was horrible, and honestly, after this experience, I'm not sure why I would purchase a cake from here again. I bought a small cake for a special occasion and simply asked if they could write a short message on it. I was immediately told no it won't fit. I even tried to be flexible and asked if they could write part of the message on top and the rest underneath since there was clearly enough space, but again, it was just a flat-out no with no effort to help or offer another solution. I understand that there may be limitations with smaller cakes, but it was the way the situation was handled that was so frustrating. A little kindness, effort, or willingness to work with a customer would have gone a long way. I took the cake to a bakery and they gladly did it for me, and IT FIT :) What should have been a simple and exciting purchase for a special occasion turned into a really disappointing experience. Definitely will not be coming back. read more

Try anywhere else for sweet treats than Cold Stone, like Double Rainbow. I realize it was a busy day, but letting the line stall out for 20 minutes is offensive and I left without getting anything. I don't understand allowing four staff to cater to a single party of incredibly indecisive people, who then wanted banana splits. These are the most time consuming orders to fill. Seeing another 20 minutes before I would get any ice cream, I decided to leave. You give each party one staff, so that you can efficiently work through the line. Literally every modern ice cream place does this now. Hopefully the money the slow people paid was enough to make up for me never coming here again. read more

I had avoided this location because of al the bad reviews from the past, but when we were walking downtown recently, my daughters pointed out that they had never tried Coldstone before (well, except for the Coldstone cake my mom had delivered for younger daughter's second birthday during covid). I realized that had to be redressed immediately. Contrary to the old reviews, this location was really clean! And the staff were very attentive. I watched one staff member ice a cake with meticulous detail. And my daughters were happy to finally try ice cream cold slab style. When I was at Stanford, my go-to comfort food was a mint and sweet cream with hot fudge and whipped cream mixed in at Town and Country (which my friends referred to as "the dirt mall." This was alllllmost as good. I don't know if it was just out of stock that day, but this location didn't have hot fudge, and chocolate syrup is not an adequate substitute. But the sweet cream and mint was the hit of nostalgia I was looking for. read more

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

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It's 8:27pm on a Sunday and the team here is still working really hard after what was definitely a hot day. They've got a fan going, and of course they're working around ice cream (which I'm sure keeps things a little cooler), but you can tell they keep the energy up and stay friendly. The ice cream here is delicious with lots of fun options, and the prices range from about $6 to $11 depending on what you get. My experience tonight was really nice - the staff was quick, the shop was clean, and the ice cream itself was super yummy. Definitely a spot I enjoy and will keep coming back to. read more

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The dubai chocolate flavor of ice cream was heavenly. The girl who served me was very hospitable and welcoming despite it being late. Fortunately the dubai chocolate flavor was not disappointing like other places. Overall, I give it a 10/10! read more

I do like Stone Cold and it's about a block from my house which is really dangerous. I can easily say I'm an expert on sizes, flavors and toppings. I love that they do a seasonal special, like apple pie, for the holidays. My only word of caution is that everything here is really crazy sweet. So if you're looking for something light and refreshing then I recommend Safeway;) read more

Great service! Ice cream are so good My only concern is that there is no A/C on I went today with my kids and it was hotter that outside 85 degrees unbelievable that people that work there don't have A/C that not correct!!! The owner needs to fix the air hopefully next time I go there is a A/C for customers and employees or the store should be sue for not following the California laws read more

Who doesn't love ice cream and toppings? This is one of the few places that always carries cake batter ice cream. Every time I'm here, I get the cake batter ice cream with the yellow cake mix-in. It is rich and delicious. I think about the soft cake mixed with the luscious ice cream every time I have dinner around the area because I know my dessert will end here. The staff is friendly and the outdoor seating is nice. read more

Best ice cream ever , every time we go. Went out of our way just to stop a cold stone

Poor service attitude！worse customer service! i waited for 20 min for only 2 people and still don't get any thing !

The facility was dirty. Your staff is not friendly. Asked for a sample for my four year old and was told we don't do samples. I regret buying when I should have walked away. When she made my ice cream she used a dirty spoon filled with water. Super gross and I won't be back! read more

guys no worries- coldstone is back and better than ever. just doing some renovations- gorgeous by the way

Terrible experience, worst customer service experience. The cold stone rewards club is fake, they are not honest about it and doesn't give you the points that you earned on every purchase. I hope the city brings another ice cream place. read more

I love Cold Stone Creamery!! I miss the singing when they get tipped ... it was a great way to bring smiles to customers faces as we were waiting, but, as will almost everything in life, things change. The owner served us on National Taco Day; he was pleasant, smiling and a bit surprised that CSC tweeted about their ice cream tacos; which is the ONLY reason we drove to San Rafael. Those Ice Cream Tacos were fantastic. I like the new sign boards and more "clean" look to this location. read more

Cold Stone Creamery - Hey!!! It's National Taco Day!!! That includes Cold Stone!!!! Come on, you know how much you love tacos and ice cream. - Ice Cream & Frozen Yogurt Near Me - San Rafael, California

Extremely slow service. I waited in a line of 3 people for almost 20 min, got frustrated and left

I wanted to give a major shout out to John and Maria of this location for always going above and beyond When I come in for doordash. But not only that. Yesterday was actually my birthday and they went out of their way to make it very special. Major kudos and five stars to this location for their cleanliness customer service and for always being able to leave with a smile read more

Things always look a bit grimy/sticky at this location, as if ice cream is routinely spilled and no one bothers to wipe it up. It wouldn't be that big of a deal, but the service also sucks. The first time I walked in, no one even noticed me. There were plenty of workers, but none offered to help, so I walked out after about a minute of feeling invisible. I've never been a huge fan of Cold Stone. The servings are hefty, but the flavors are much too sweet and the texture is always looser than it ought to be; I think their freezers need to be set at a lower temp. Prices aren't so great either--$3.60 something for a small! read more

Cold Stone Creamery - Half and half scoop of watermelon and mango sorbet. - Ice Cream & Frozen Yogurt Near Me - San Rafael, California

Yikes. Get your act together Cold Stone. Store was filthy, not busy, and had at least 4 people working. An older gentleman, presumably the manager, sniped at the young ladies in the front to clean up. Maybe he should pitch in too, jus sayin'. I ordered a Love It cheesecake with Oreos, and they put two Oreos in the ice cream, and then decided that I only needed one Oreo, and removed one Oreo and put it back in the canister. Usually at Cold Stone I order the Like It size and they use two Oreos. Today I got the Love it size and they gave only one Oreo. Really cheap and tacky. The tables were dirty, the floor was dirty, and worst of all, the cold stone itself was dirty. Ewwwww! read more

I walked in about 5 til 10pm and wasn't quite sure if they were still open, but they didn't kick me n my group out so I guess they were still open. I was craving a milk and Oreo cookie shake so that's what I got. My younger sis got a banana shake, and my youngest sister got some mango sorbet that she demolished in about 5 min. Overall everything was tasty. I just wished they posted their hours somewhere. read more

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Review #147 - 2017 This has got to be the worst Cold Stone that I've ever been to and I've only been to 3 other locations that I can recall. I was in the mood to take all my siblings out for a treat on Father's Day after church since it was so hot out. Everyone was super excited about ice cream, until we walked in to see how unhappy the employees were to see our group of seven adults, five kids and a baby. There was no one there until we showed up so you'd think that they'd be happy to see customers. But when they get paid by the hour, I guess it doesn't matter to these young kids that the business is making any money or not. Honestly, I was quite upset at myself for not remembering that we were here a year ago with the same size group and the employees were just as unhappy. However, that wasn't even the worst part, the melted ice creams were just nasty and inedible. None of us were able to finish our small scoop of ice cream. Altogether, I spent a little more than $50 for a bunch of crappy, melted ice cream in an unhappy environment. If it wasn't for the fact that I love my family, I would've just given up on the thought of having ice cream that day. read more

Cold Stone Creamery - Nasty, melted ice cream served by unhappy employees - Ice Cream & Frozen Yogurt Near Me - San Rafael, California

I had the absolute worst customer service experience I have ever had tonight. I have been a loyal customer to this ColdStone for years and buy cakes regularly from this store, but NEVER again. It was my sisters birthday today and she is visiting for one day only. I ordered a cake online, and when I went to go pick it up two hours later, the employee told me that I had already picked it up, which I had not ! I have a very unique name. They told me that someone with my name had already picked up the cake. I asked the employee, AND his manager/ store owner who was on the phone, how they had confirmed that person who had picked up the cake was the correct person (ID ?? order number ??), but they would not tell me. I asked them to catch their surveillance cameras to confirm this person, but they refused. Ultimately, they refused to give me the cake that I HAD PAID FOR, and they didn't give me a refund. They said "it's my word against theirs". They were utterly rude and unprofessional towards me. I have never experienced such an attack before. I am extremely disappointed and upset about what happened. They have lost a loyal customer. read more

I visit my daughter every time I come up here from Southern California. I frequent Coldstones quite a bit and have to say this one is the worst! On my last visit I came in twice over a week period. Because of COVID I ordered online, and showed up 15 minutes later. They couldn't find the order and then said, oh yeah we threw that away. So they made it while I waited, but the worker was a real jerk. Both ice creams thrown into the bag while covered in ice cream on the outside of the cups. Decided to give it another try, ordered online, arrived to pick it up and again they could t find the order. Store in spite of not having seating inside because of COVID was still dirty inside. I love coldstone's but it's obvious that the owner doesn't seem to care about training his employees on customer care and cleanliness of their store. read more

This place has no customer service and when I went the workers were not wearing gloves except one worker that probably remembered there was some read more

In the store today there was an older woman working she was extremely rude wouldn't give us cups to go with our ice cream we had an older disabled man with us who needed to use the restroom extremely bad service and definitely we're going to contact city of San Rafael because disable people should be able to use the restroom The store is not complying with ADA read more

I can tell whoever owns this place doesn't work day to day with his or her employees anymore , the workers can't greet you or acknowledge you when you enter anymore, it's probably because the ice cream is cold so may be they aren't in a happy mood but it would be nice if the people you are giving money to seem a little friendly read more

Coldstone Creamery eludes me on why they are popular. eats: strawberry mango smoothie(5.99) -looks like just a couple scoops sorbet, ice cream, milk -pretty sweet.. didn't taste any fruit 2.5 stars, pricey. drips: -service good. read more

It was 8:30 January 7 2021, I drove my in-laws and my family for some Ice cream and the lady serving that day basically told us she couldn't serve us because she had too many take out orders so we basically wasted our time going. I've been to this location before with my wife and son and never had this issue. I guess if you want to be taken care of, you must order on the phone first and well ahead of closing time before expecting service. The place was empty btw. read more

I left my wallet on their counter at checkout but didn't realize it. Called that night and the manager Raj texted back promptly saying he had it and would keep it safe until I could come get it. Nothing stolen, not even the $5 I had in it. Great people! Also their ice cream is great - pistachio, black cherry especially! read more

Good place for refreshments. Though, I haven't been here when they open, I think this is the best place to hangout at lunch time. iLove ColdStone!! read more

Cold Stone Creamery - It's work time... cleaning cold stone before they open! - Ice Cream & Frozen Yogurt Near Me - San Rafael, California

Guy was nice and all but I know for a fact that he noticed he gave me beat up OPENED CANDLES! I was in a rush soooo I'll have to deal with these. read more

Delivery of 18 cupcakes and large cake arrived at our door right on time and in perfect condition. Cake was banana ice cream with pineapple, coconuts, and nuts that our guests loved. Kiddos enjoyed the cupcakes. read more

Kids wanted to go here after dinner. Wife got an ice cream that just wasn't right, unusual taste and texture. Bought 4 cups of ice cream, returned the wife's and an older man who works/manages/owns the shop tells me that she ate half of it and can't return it. I told him, ok, then refund half of the purchase price. He told me that he would have to take the refund from the employees tips(to try to make me feel bad, I'm guessing). He reaches into the tip jar and take out $2.50. I guess he's not aware that taking employee's for any reason is a criminal offense under Section 351 of the Labor Code. Just wanted other customers to know how this business operates. read more

Worst tasting ice cream ever. It literally has no taste. I just threw out the $5 cup I bought as it was too awful to eat. Please don't go here, you will regret it. read more

I have been trying to get in contact with the general/store manager, but every time I call I am told that he is not in. I have a feeling that whomever is answering the phone has an idea as to why I am calling....and after reading other reviews here - slim chance that it would be for something positive...and I am sure they know that! Since I have not talked to a manager, I will leave my complaint here. I came into this store around 9:55pm on Saturday, June 25th (manager, please review footage) Came in with my family....stood in the store for a min. or two and turned to leave. FOUR workers in the store at this time and no one acknowledged us - there were 5 of us and we were the only ones in the store at this point! I assumed they didn't want to help us because it was a few minutes away from closing time. Two of the young ladies waved us back in and said "we are not closed yet, we can still help you" - my baby sister really wanted ice cream from this place so we came back in...I personally prefer Double Rainbow instead. All four workers continued their LOUD conversation. They were laughing and arguing about trading closing shifts and not wanting to work whatever shifts they were scheduled. Extremely loud. This was literally the WORST customer service I have ever experienced. My mom had to say "excuse me, you have customers in front of you" before we were helped. Young girl was using a paper towel and glass cleaner to clean the front of the display. She was indirectly contaminating the ice cream prep area/table. I witnessed her spaying the glass cleaner high enough to where it was falling onto the table. I pointed it out to her because perhaps she was not aware of what she was doing or perhaps she was careless, either way, I don't think anyone would want window cleaner poisoning! I think she felt embarrassed (which was not my intention at all...I just wanted her to be aware of what she was doing) and she sheepishly apologized and disappeared/hid to the back. The other young girl asked "is there a problem"?. Her manner of asking and tone of voice was rude and aggressive. I told her that I wanted to pay for the shakes that were made and will not order anything else because the prep table was now contaminated. We paid and before we even left the store....they all started laughing very loudly! This was not a funny situation at all.... Come on Cold Stones....if you're going to hire high school kids, at least hire mature students who know how to communicate effectively and possess basic customer service skills!!! I will never visit this place again. read more

Short version: They lost the order for my daughter's birthday cake, and on the second trip to the store, gave me an inferior cake with no writing. The detailed version: My kid really doesn't ask for much, so I was happy to order an ice cream cake for her birthday. On Thursday, I went to the Cold Stone website to find out about the procedure for ordering a cake. No problem, we pick out the right cake, flavoring and icing color, and I also add that I would like the cake to have "Happy Birthday" on it. I received an email later that day from Cold Stone confirming my order, and a second email saying that the San Rafael store had received and confirmed the order. Great, all I have to do is go in Sunday and pick it up! Husband goes in Sunday about an hour after the appointed time. They have "no record" of our making the order, they have three other cakes to go out and ours is not one of them, sorry. Worried that I might have messed up the order somehow, we go home so I can print out the confirmation email. Nope, it very clearly says that the store confirmed the order and gives the correct pickup time. I call the store and immediately get sent to voice mail. I leave a polite (if terse) message explaining the problem and then drive down. I later find out that while I am en route, the manager called back and apologized and said they "never saw the order" and he doesn't know what happened. When I get there with my printed confirmation, the women behind the counter immediately say "Oh, is this about the cake order we had the problem with?" They are very polite and apologetic, but can't do anything other than to tell me they are authorized to "comp" me any large cake they have in the store freezer. HELLO, YOU ARE NOT 'COMPING' ANYTHING, I HAVE ALREADY PAID FOR THIS CAKE, WHAT YOU ARE ACTUALLY DOING IS GIVING ME LESS THAN I PAID FOR. (I did not, of course, actually say this to the counter people, who probably had no idea this was going on and are just trying to get through theirshift.) No offer of a refund or anything else to make up for the error, no manager in sight, and by the way, they couldn't even put "Happy Birthday" on the new cake because "the person who does the writing" isn't on shift. Gee, thanks. It's one thing to make an error, it is a whole nother ball of wax to keep a customer's money in exchange for less than they paid for and expect "gee, we don't know how we screwed up, sorry about that" to excuse it. Especially given that this was very clearly a cake for an important occasion. There are lots of other places to get ice cream. This one is permanently off my list. read more

Dear Cold Stone, I hate to do this. I never thought it'd come to this. I tried putting it off or just trying to live with what you've been doing to me for months, but...I think it's time we broke up. It isn't that you're not tasty. I mean, your chocolate and peanut butter milkshakes? Your chocolate cake batter and cheesecake ice cream? It's like God went to the arctic, got frostbite, and then spat into my mouth right after eating oreos. You're always gonna be delicious. It's...the people you employ. And it's also the people you attract. Last few times I was in you (tee hee), I got some dead-eyed little post-teen who dumped some peanut butter and some chocolate ice cream in a blender, turned it on for a few seconds while standing there and (probably) thinking about spitting in it; and then dumped it in the cup size I paid for, all the while hoping I didn't find out she only filled it up halfway until I walked out. Why didn't I notice this while she was making it, you ask? I was too busy being bonked into by two kids continuously while their mother stood around, scanning the ice cream flavors for something she could be "bad" with. You're already awful with your parenting skills, lady. You needn't strive to be worse at anything. So, Cold Stone, we have to go our separate ways. I've started seeing new ice cream shops (although Baskin Robbin's chocolate peanut butter milkshakes taste like something my cat licked out of his butt. ...I've had to compromise). I'm sorry. I still have your underwear in my room. Unfortunately, Heidi read more

This place has the worst staff. Ordered a birthday cake and wanted it to say "Happy Birthday Steve". My sister picked it up and when we opened it, it said "Happy Birthday Steb". WTF? read more

It's really sad that this place has gone downhill. I worked at this location in High School and it was great. The staff was great, the owners were awesome and people loved being in there. The store had a culture then and now it sucks. Once Matt and Sarah sold the business it went downhill fast. There was a recent video that surfaced with a young co-worker calling a patron Ms. Ling Ling. For all of you people complaining, these are franchises and although it's hard to get in touch with someone, last I heard the owner of Cold Stone owned the Quiznos next door, not sure if it's still there but that might give you some direction. That business is going to go up in flames of that is how the staff is permitted to behave! read more