Pretty disappointed. Ordered online so I could swing in and pick up a treat on my way back in to work. Ordered at 1:04 PM, order cookie dough ice cream, with cookie dough chunks and kit kats. Arrived at 1:14 or so, saw three staff members standing around talking in the back room. Waited in the lobby for a while for them to finish their conversation before one came out to get me my order from their fridge/freezer beneath the counter. It was already inside a plastic bag, which was a little strange to me, and prompted me to ask if a spoon had been put inside. Seemed it would make sense for that to be standard practice for to go ice cream orders, but I'm glad I checked! Lady behind the counter said no and retrieved one. Opened the bag in the car to find the ice cream had been melted (perhaps left out on the counter?) to a soupy consistency, tipped on its side when put in the freezer, and refrozen partially in the lid. When I got to work at 1:20, it had completely melted back into a liquid, soup-like consistency again. At least it was no longer in the lid, I guess? When I opened it to try to eat it, I found I'd been given the wrong flavor (seemed to be cake batter flavor). The add ins hadn't been cut up very well, and were either smashed flakes or giant chunks the size of my finger. Ended up just throwing the whole thing out, which was really disappointing for something I'd just spent $10-something on (and tipped 15%). Grew up with coldstone as a special occasions treat, but will not be back again. read more

Tried to give them another chance...had a rough day and the husband went to go pick up two of the new flavors. They didn't put pistachio cream in the Dubai one and no strawberries in the lemon berry batter (so there was no berries in it at all.) I'm so fed up. There's always something wrong or missing and it's because the people working here in the evenings and weekends just don't care. read more

Cold Stone Creamery - The flavor is called lemon berry batter and they forgot the berries - Ice Cream & Frozen Yogurt Near Me - Santa Rosa, California

So I went for a sweet treat and the dude working totally ignored us. I went on August 30th around 7:30pm. I'm really irritated bc I work in food service and he never once said hi or acknowledged us. He looked at us like we were a bother... he's acting like doesn't get paid to be there read more

We came in for a little sweet treat and the young man that was working totally ignored us! We walked in and he didn't greet us, went multiple times to the back of the store and never once asked us if we needed help or if we were ready. So disappointed! read more

I love ice cream, and I love good ice cream, and Cold Stone definitely has good ice cream. It's a little pricey, but for me it's worth it. What I really love about it though is how much my daughters love it. Especially one of them, where anytime she does something good, this is the place she wants to go. And she always gets the same thing, the Cookie Doughn't You Want Some. She's tried other things, and she almost got something new last time, but then she stopped and said she didn't want to risk being disappointed when she knows this one will make her insanely happy. And every time, it does. I've probably been there at least 15 times, and I honestly can't remember ever having a bad experience. The employees are usually really nice, and everything is consistent. We're actually thinking about getting her a cookie dough birthday cake from here this year, so I'm hoping that goes just as smoothly since I've seen a few mixed reviews on the cakes. Fingers crossed. At the end of the day, it makes my daughter happy, and that makes me happy too. read more

I have to agree with some of the previous reviews! This place kind of sucks. We came here at 830pm on Sunday 11/16/25 thinking it'd be a great nighttime snack, and we walked in, ordered an ice cream with brownies, and the lady whispers to the guy next to her "we already put everything away," (mind you, they close at 9pm), and so he goes, "we don't have any more brownies tonight." Really? 30 minutes early? I mean, who doesn't want brownies in their ice cream when they come to Cold Stone! Certainly not me! Anyway, we left and got something from Safeway right next door. I wasn't going to endorse this place/employees being that lazy and quite frankly some manager or supervisor should make sure they are doing their job. That's a sure way to lose customers. We will definitely not come back if in the area! read more

Flavors are great. Sizing is very inconsistent. Sometimes they actually fill it up decently and other days you're stuck paying nine bucks for a half empty cup. read more

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

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ice cream was fine but the service was horrible. one of the workers blatantly rolled his eyes when we (two of us) walked in around 9:15 and got two cups of ice cream. took 10 minutes to even be acknowledged, no hello or welcome in until someone finally came over to ask our order, there was only one person infront of us. read more

One star because I have to. This is the 2nd time that I've ordered online and still had to wait over 30 min after my pick up time. To make matters worse the online status update notified me that my order was not only ready for pick up but picked up by 8:10. It wasn't even started. This location is only successful in spite of them self. Ambience - You walk in to pick up and not one employee acknowledges your existence. There was a door dash pick up and 3 ppl in line so not busy at all. 2 of those 3 customers were rung up and the young man still didn't ask if I've been helped. He went to the back and sucked on his shake while there were online tickets just sitting there. A young lady finally asked me for my name and guess what my order was not ready. It was supposed to be ready by 8:10 and it was already 8:25. When she finally handed me my order at 8:39 there was no apology or any acknowledgment for their lack of efficiency. When I finally left the line was almost out the door and only 3 employees working with one handling online orders. Why have a pickup time when they don't live by it nor have a care about your lost time. I suggest going to Safeway buying your ingredients and making it yourself. It would be cheaper and A LOT quicker. Frustrating and highly disappointing. We may be lacking employees for businesses but that is no excuse for the lack of simple human kindness. read more

Great young people working there! Excellent ice cream mixtures! Great location! Enjoy inside or outside! Addictive menu choices!

Cold Stone is so nostalgic for me. I grew up going to the one in downtown SF but it's no longer there anymore. I remember watching them in person making your ice cream and thought it was the coolest thing ever! I was craving ice cream last night and ordered a small cup of Tri berry Good ice cream. It was the perfect size for me and oh so good! With 3 types of berries ..blueberries., strawberries and raspberries, I get my fruits in without feeling too guilty I'm having ice cream! It is berry berry berry GOOD! read more

Cold Stone Creamery - Tri-Berry ice cream (small) - Ice Cream & Frozen Yogurt Near Me - Santa Rosa, California

This place is always tasty. It's a bit hectic and understaffed at times, so wait times vary on warm days. But you know what you're getting out of Cold Stone...rich creamy ice cream with lots of mix ins, but a little overpriced. read more

Unfortunately, one employee was super friendly the other day when managers/owners were around but noticeably rude and dismissive when they weren't tonight. We already felt bad for visiting close to closing time and were going to apologize to her since she was nice before, but when she ignored us coming in and made excuses to try and not help us it was upsetting and uncomfortable. read more

I stopped by this store recently, and while checking out, the cashier seemed more focused on flirting with my girlfriend than doing his job. It made the situation uncomfortable and unprofessional. I don't mind friendly service, but there's a clear difference between being polite and crossing the line. Management should remind staff to keep interactions respectful. read more

Ice cream texture liquidity like a shake. Asked why and his excuse was bs "because of the caramel" I shouldn't have accepted it. Very disappointed with the service. read more

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

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Always a good stop for a birthday! Peanut Butter , Chocolate, Ice Cream Cake Never disappoints read more

I heard the cake with special instructions that said please write "1st book published" on top. And I received a cake that literally said "'1st book published' on top". I've seen silly stuff like this in memes on social media. I actually thought it was super funny. read more

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

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I like coming here. Good ice cream and nice vibes. I recommend it to everyone who wants ice cream

She made me the worst milkshake I've ever had. It was closer to chocolate milk and was a let down from other locations. When I returned it I got a snarky reminder that it's a milkshake when I said it was too liquid. I always get shakes at ice cream shops and this was by far the worst unfortunately. They also had no cones at all and all the ice cream was melted. I would recommend any other location. read more

Cold Stone Creamery - Front of the restaurant - Ice Cream & Frozen Yogurt Near Me - Santa Rosa, California

Love it. I got a large silk chocolate ice cream with butterfingers and it was soo good. I'll be back to get it again. The staff was wonderful and kind. read more

I ordered a cake online for a special birthday and when I arrived, the cake was not decorated. They claimed they called me to discuss it, and I did get a call, but no message 10 minutes before I arrived. The decorator apologized and took great effort and correcting the lack of decoration. I truly appreciated her. The girl at the register was not helpful, and I believe needs some customer service training. She was definitely lacking communication and attention to her customer. read more

I am not in the habit of writing bad reviews nor do I like to but... We ordered an ice cream cake online for my daughters birthday. We had a specific pickup time of 1:30. When we arrived at 2pm we were told they hadn't started on it yet. We had some extra time so we went home and I came back to get it a half hour later. I walk in and they bring out a melted ice cream cake and said it just melted when they decorated it. Now my daughter custom ordered this cake for herself which means it was special to her. I didn't yell or anything I just said I wasn't going to pay for that. They offered to write happy birthday on another cake from their freezer but that really isn't what we were after with this experience. I know the employees are probably under trained. I have worked for a corporation before and I now most of the people that work for companies like this are typically teens and young adults. All I can say is it would probably be better to find a place that will actual care to get a custom ice cream cake on the day of your daughters birthday. read more

Great place for ice cream cakes. Never had a problem with service or a cake. Order ahead and provide details. Surprised at some of the reviews with griping. Been going here for years and love the place. read more

I feel like this location is a lot smaller than the one they had at Montgomery village. Staff was kind, pricing is the same as any other cold stone. They had a good selection of Ice cream cakes and they were super fast. Spent around $12 for two creations, one like it size and one gotta have it. read more

Epic fail!!! My bf's smoothie, strawberry banana, had no banana. My large ice cream, was all melted, like you took off the top and it just flowed over all sides making a mess- besides having been laid on its side and leaked everywhere in transport!!! Ugh, AND it was missing the ingredient I paid for!!!!!!!! So your really gonna charge $10 for ice cream that isn't correct to the order, AND it's melted to a point that I Iost half of it!!! Wtf people's!?! Not cool. Ice cream, 2 other things, done. Definitely want to see better transportation containers!!!! You can't fill the top and bottom like that and expect it to not be a mess from hell!!!!!! Especially when a kid opens it!! So disappointed I had to put it in the freezer! Not ok. read more

I had a pleasant time. No fuss and solid ice cream. It's a tidied place as well. Nice employees.

Saw a total of 4 employees but only 1 person working out front and the line was to the door. Employees were incredibly slow . Wasted time here because read more

Cancelled my daughter's birthday cake order the day before her party because they didn't have a box?? Thanks CS

If you want your orders done on time this is not the location. Not going to go into detail because it's not worth the time but they guaranteed a product done at a specific time and had neither one executed. Then refused to give me a refund when tasks were not met. read more

Terrible service. Skipped customers in front of us and reluctantly served us. Employees rude to all customers with no care in the world. Customers in front of us were as dissatisfied as us and made it known to staff. Took 45 minutes to get service with 6 people in front of us. The Rohnert Park Cold Stone store is night and day compared to Santa Rosa store read more

Don't really see the big deal is with this. It's expensive, extremely overrated and really nothing to write home about. If you want ice cream, save your money and get a pint of Häagen-Dazs or Ben and Jerry's at the grocery store read more

Ordered some ice cream for my wife and our friends tonight. We did get 4 of 5 items ordered. But, while the ice cream that we did receive was fine. We did not get our ice cream sandwiches. It was very disappointing. Of course, couldn't get a human on the phone to correct the situation. read more

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

Yummy, Service and the place is really quick! Customer service was nice and they really let me take my time picking out things. The best part was they gave us samples of what we wanted because my children are very indecisive when it comes to picking out ice cream. Thank you again and I will be returning. read more

Ice cream was so melted that it should've been classified as milkshake. And the lines were out the door.

Service was terrible. Destiny had the rudest attitude towards us. Our strawberry banana smoothie tasted nothing like strawberry or banana. Destiny should be fired for how she treats customers and how she lets her friends distract her while having a full lobby. People that can't respect customer should be fired ASAP. read more

When I first moved to Santa Rosa 9 years ago, this place was awesome. Since covid it's been going down hill. My last 3 times there weren't that good. Order live it and the employee puts it in the 1 size lower and then puts it in the Suze you asked for after scooping it into the smaller cup but you still get charged for the bigger one. I'm done with them and I still have a gift card . read more

Service was terrible. They don't do mix in at all. Literally put topping on mostly melted ice cream. Less than half the ice cream was available. Do not recommend at all. read more

Zoey refused to give me a mask or serve me. If you require masks by law you must have extras to supply for customers. ‍

This is a shout out to the girls working in the Mendocino Ave store. You are awesome ... you sold us the cake, put the name on it, cut it for us and hung onto it while we ate next door. Could not have hoped for better service. Give those giirls a raise!! read more

Love cold stone ice cream but got lots of attitude and pretty poor customer service from the staff this evening! We were 2 adults and 2 small children deciding what to order. Impatience, stern faces, quick mix up of ingredients before order really completed. And we were the only ones in the store with 3 employees available, 6pm. A disappointing experience. read more