I have always had excellent service and the ice cream I ask for I get perfectly except for once and the manager rectified the problem. I usually go through delivery and get the 3-pint size. I can't anymore because the SWEET CREAM ICE CREAM is no longer on their menu when I order online. The store I go to is at: 1000 W Columbus Ave, Springfield, MA 01105. I did call to let them know, but after 3 weeks, it is still not listed. :-( read more

This Coldstone store is located next to the Basketball hall of fame. Bug place, lots of tables to sit. They had over 20 flavors of ice cream available. There were also shakes and smoothies. They had ice cream cakes in the fridge and bunch of sodas as well. They had birthday candles as well. There was no line in front of us. An associate helped us right away. We got the kid's cup of vanilla ice cream with sprinkles. The price was decent. The ice cream had wonderful taste, no icy parts in the middle. I wish the store was little bit brighter and vibrant. The floor looked so outdated. They were also cleaning the ceiling fan, as we were eating our ice cream nearby. read more

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This Cold Stone is located inside the same building as Basketball Hall of Fame. Easy access to the store after a tour. The staff were friendly and nice. The ice cream flavors were standard like all other locations. I saw lots ice cream cakes ready to be picked up. It's probably a popular spot for the locals. Not many tables inside. It's good for a good afternoon pickle up and short rest. read more

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I placed an order through the app, indicating that it would be ready at 9:16 PM. I arrived at 9:20 PM. I waited in the designated pickup area, was there for several minutes without being acknowledged. When I asked for help, I gave my name and was told my order was not ready. No apologies, etc. were given for the delay. As I waited, several customers came in off the street, ordered, checked out and left. What is the point of ordering online if you have to wait? My order was ready at 9:41 PM. No apologies were given for the delay, nor was I thanked for my business. I am very disappointed with the lack of customer service. I enjoy Cold Stone ice cream, but I will have to think twice about continuing to support this location in the future. read more

The Dubai Chocolate Creation was a hit. Loved the new flavor they had. I got it with a chocolate bowl which added to the flavor.

Ice cream and milkshakes were solid, inside of the restaurant was clean, and the staff were very kind and helpful. read more

Cold Stone Creamery - Milkshakes - Ice Cream & Frozen Yogurt Near Me - Springfield, Massachusetts

Ice creams was much better than the service. I ordered Cookie doughn't you want some, and she had no idea what I was talking about. She ended up giving me just normal cookie dough (she got the base, toppings, and container wrong). Not a lot of space. read more

Exactly how I ordered and well mixed! The fruits didn't taste as frozen as they have in the past! read more

Cold Stone Creamery - Dairy free chocolate with strawberries, raspberries, peanut butter and sprinkles! - Ice Cream & Frozen Yogurt Near Me - Springfield, Massachusetts

Excellent ice cream and sizes!!! I love the vanilla ice cream with yellow cake mix in m&ms sprinkles and marshmallows!!!

One star off for the pricing. Otherwise, this place is the bomb. Try having two brownies smashed into banana ice cream. Absolutely amazing. read more

The line was really long, but the two employees took everyone's orders and got us out quickly. Tonight was buy two medium cups called the "Love it" and get one free. I ordered vanilla with sprinkles, my son ordered a oreo milkshake, my husband ordered the founders special, and the free ice cream was called "dough makes everything matters." I didn't eat my ice-cream, but my son drank his shake and he loved it. My husband ate some of his founders special which is brownies, pecans and caramel with vanilla ice-cream. But, my husband loves chocolate ice-cream so he had them to mix his with that. It's great flavors here and many to choose from. Lots of families and couples as well. We will definitely be back. read more

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Got a surrender to strawberry, the girl mixing it didn't rinse off the spoons from the last ice cream so there was cotton candy mixed in. I was watching her and she didn't even bother to try to fix it, she just kept mixing it in and kept using her hands with gloves that she hadn't changed to squish it in the bowl. I figured whatever and ate it anyway and then got towards the bottom and noticed another something that wasn't supposed to be in there. Wasn't even good ice cream dont go here. read more

Cold Stone Creamery - Ice Cream & Frozen Yogurt Near Me - Springfield, Massachusetts

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The line was long so instead of standing outside I preordered. I stood in the preorder line waiting patiently. Others entered some time after me in the walk in line. After a moment the worker asked them to step up to take their order. I had to kindly interrupt because I was sure my ice cream was melting by then AND I was here first. Since then I have went to some non-franchise spots. read more

I could only give three stars because of the delicious ice cream and Xaviar. He was exceptional! The store had five other female employees that were useless. One unwrapped candy and the other cleaned a waffle maker for a literal 25 minutes while the line of customers got longer and longer! When we asked a different girl to help take orders she said No. We watched at least six customers leave in disgust read more

I have never been to a more sorry excuse for an establishment. No matter the time, day, or season this store always disappoints. After waiting thirty minutes online outside of the store, we finally made it into the building after the employees helped a whopping two parties in THIRTY MINUTES, and they were not large or ordering a lot. We finally get inside and see why it takes this long- four employees behind the bar all helping one customer and moving at glacial speeds. Who is on their phone? who is confirming the order 6 times? Who's having a conversation about the weather with the customer? At my usual coldstone, they are jam packed line out the door and they move it! One employee to a party-one makes everything and the same one rings it up- how it should be done. After an additional ten minutes and this same customer still not out the door who ordered two items with only one topping in each, I then overhear they are out of multiple flavors. Compared to other Coldstones, BOTH your flavors and toppings are limited and lackluster and then you don't even have enough stock of simple flavors such as vanilla or chocolate 4 hours prior to closing. What a joke. Get your act together. read more

My favorite ice cream and cold stone that I've been to! I stopped by while in the area for the night. By far the best customer service I've seen at a cold stone. The three employees that were working on the counter on 12/23/2020 were awesome. Super nice and they all were very attentive. They really put the elbow grease into mixing the ice cream too!! I wish I lived closer because I would come here much more! read more

You can never go wrong when getting an ice cream from Cold Stone. One of the very few remaining stores around. I am a fan of the coffee lovers from here and that is always my go to choice. The staff are good and friendly. Love the cold stone ice cream. read more

Kinda surprised by the overall 2 star review.... I would've been persuaded to go somewhere else based on the yelp score, if it wasn't for the immediate ice cream fix we needed before heading back to our hotel. So verdict: this place is not bad..actually, it was pretty good. Service was efficient and my ice cream portion was huge for a "like it" size. Discretion: this cold stone is located in a busy shopping center immediately outside the basketball hall of fame. Parking can be a little tight and the line can get long fairly quickly. But with these factors, no way is this establishment a 2 star joint. Overall, the shop was clean, the line was kept moving, and the ice cream preparers were pleasant. FYI: a lot of the 1-2 star reviews are from years ago Ok..review is over...now go get some ice cream before the line gets too long read more

Ice cream is delicious but this location just scammed me. I ordered a 32oz custom mix-in for delivery. $25 dollars later I got a 32oz container and maybe 25oz of ice cream delivered. read more

Cold Stone Creamery - 32oz container of ice cream, less than 3/4th full. - Ice Cream & Frozen Yogurt Near Me - Springfield, Massachusetts

Terrible service went to try "non dairy" ice cream and ended up in the ER I told them about the allergen before I ordered if you want any sort of customer service please don't try here it was rushed which I understand cause they're tryin to get home but allergens are serious and weren't take serious that day you want great service and ice cream try JJ's over in Feeding Hills MA They never disappoint read more

Basic experience for a cold stone. Average ice cream and not mixed well. Try a local establishment for a better experience. read more

I really don't have any Cold Stones near me so when I ate at the Uno's in the same parking lot- I had to let my daughter experience Cold Stones! I have to say the ordering process was a little confusing. One girl took my order but another stepped up behind her and started scooping my second item. I asked the girl to go lite on the gummy bears for my daughter's ice cream but she did not listen and put in way too many gummy bears (at least 10 in a 'like it' sized order.) It's hard enough as a parent to monitor their intake but when you make a request you hope it is followed at an establishment. Overall the flavor is one that can't be topped, so rich and creamy! I ALWAYS have the cake batter- can't be beat anywhere! I was also impressed the day we were visiting they were accepting donations to support Best Buddies- such a great cause! read more

Ice cream was great, service was nonexistent. Ordered online, said 30 minutes for pickup. Arrived at 20 minutes. Pickup line was ignored, while 2 employees prioritized walkins. After 40 minutes in store, employee comes over and says, "DoorDash?" Ummm, no, but now I know why we werent even acknowledged all that time. Our order was ready in their reach-in all along. Waiting is a given, but at least acknowledge patrons in the designated pickup line. read more

The wait is over an hour just to order ice cream. Not worth it at all. This place is horribly run. Never coming here again.

Five stars , can't complain . I made my order online with 10 minutes to spare and was greeted when I arrived Little bit of a line at all times so I'd say plan ahead and order online to avoid waiting read more

Took forever to get ice cream and the store smells like asshole never coming back !!!!

Long line, but worth the wait! They definitely live up to the creamery part. Best ice cream I've ever had!

We stopped in at this cold stone after being at the basketball Hall of Fame. It was typical as far as the menu for a cold stone creamery's, and the prices seemed typical as well. The service was very nice and they did something that not all restaurants are willing to do. My daughter and I ordered the largest size and then asked for two spoons in a separate bowl so we could split it. They provided them without an issue, which I thought was very nice. We got mocha ice cream with Oreos peanut butter and fudge. It was so good! read more

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Terrible service if you are a delivery service. Totally ignored whole waiting in the uber line , watched 6 people enter the establishment after me get served as i stood there !!! read more

Ice cream... awesome, Worth the wait. The service: passive children hired, knowledge of the classics, ability to cash out the customers... 1 star. Who is training these kids? Why isn't there at least one person that knows what to do and how to do it? Like... um... a manager? Grabbing different flavors with the same scoop, the sticky floor covered with napkins... what gives?? 3 out of the 5 of us walked out with napkins stuck to our shoes. I don't blame the kids. Poorly managed location. I'm not the only one that feels this way...the empty tip jar shows how everyone else feels. read more

No matter how good the ice cream may be, the terrible service simply overshadows it. Such indifference! Where is the work ethic or any sense of customer service? Staff don't even acknowledge you. I get the staffing challenges all employers are currently facing but the staff you actually have should still demonstrate customer service etiquette. We waited 30 minutes while watching staff generally ignore the customers in line and move at what honestly was a pace slower than can possibly be described. How can management think this is acceptable? Just terrible! read more

Service was slow, manager indifferent to anything. The ice cream peanut cups they push so hard for all over the store, are pre-made once a week (not fresh daily like it says on the signs) according to employee. They are $13.80 for six, which obviously is ridiculous. read more

So there's this one guy, his name is Alan. He's the kindest employee they have. I really enjoyed the service

I am a loyal Cold Stone customer. Every Christmas I purchase hundreds of dollars in gift cards to hand out to family and friends. Our family purchases several birthday cakes throughout the year. And we often gather as a family for ice cream treats throughout the year. We've had some positive experiences and some not so positive experiences. But tonight was the worst restaurant experience I've ever experienced. My granddaughters ice cream cup had not just one hair but several hairs mixed in with her ice cream. It looks like the hair was on the stone they use to mix the ice cream and the hair became a mix in too. When I brought it to the attention of the staff they apologized and offered to remake it for us. This would have been fine but they proceeded to take several customers and process their orders while keeping me waiting for our redo. I waited 10 or more minutes. My grandchildren are very young and naturally became a little impatient waiting for so long. At that point I asked for a refund of that particular item. Now we need a manager to help us. So they summoned the manager. After another 10 minute wait I went back to the front of the line to see where the manager might be? They were now trying to reach the manager on the phone. Evidently she was in the bathroom. She finally came to the register to help me. She asked for a receipt. We were never given a receipt nor was anyone else because the printer was not functioning properly. So she fixed or replaced the register paper and about 40 receipts printed out. Now she's looking through all these receipts trying to locate our specific sale. Now we're about 30 or more minutes into this ridiculous ordeal. My grandchildren are crying and asking to leave. I asked for my credit card back and informed the manager I would call the owner in the morning. It should also be noted that only one server of the three servers working tonight was wearing a hat. The other employees had shoulder length hair. None of them tied up their hair. None of them wore hats or hairnets. This is a clear violation of health dept. protocol. You've lost this families business. read more

Young, untrained staff. I don't blame them, I blame the owner. Leadership needs to do a better job of training. Customer service severely lacking. read more

Stopped in at exactly 11:15 on a Saturday to purchase what would be an almost $40 ice cream cake. Walked up and pulled the door handle and it was locked. I was like wtf! They open at 11, and I could see workers inside. I checked the time on my phone, and pulled the door again, and finally someone pushed it open from the inside. Walked in grabbed a pre-made cake and checked out. I was the only customer in the store. There were like 4 or 5 workers behind the counter that looked miserable. While paying another group came and tried to get in and couldn't. They looked in the window and nobody opened the door for them. Then they walked away. The workers here have blatant attitudes and obviously did not want to deal with customers, because they left the doors locked. I've never seen this at a business before. I could only imagine what assholes they are when it's busy. read more

Line was out the door, waited 35 minutes for ice cream. My friend and I bought the same size cup and paid the same price and I had twice as much ice cream in mine (I posted a picture). Mediocre service. Extremely overcrowded.. Limited indoor seating. There's so much space outside, you would think they would add outdoor seating to accommodate large crowds. Ending up eating in the car. Poor experience overall, probably won't come back. read more

Cold Stone Creamery - No consistency.. My friend and I bought the same size ice cream and paid the same price. Look at the difference! - Ice Cream & Frozen Yogurt Near Me - Springfield, Massachusetts

Have been here many times before ice cream is great went today ordered Oreo overload very disappointed had maybe one Oreo in it. Asked the lady that was working if there were Oreos in it and she just nodded her head and did not offer to give me more Oreos. Bad decision with costumer service. If I'm manager I'm offering customer Oreos. Just a thought. Won't be back for a while. Payed 8 dollars for a small cup of ice cream. What a rip off. read more

The service was unbelievably slow which created a huge line. I was waiting + 30 min to get some ice. The ice was okay/tasty.

The big girl who have her hair all over the place should have her hair tied up because when I received a ice cream with blue hair in it. I was disgusted so I just through it away and left. read more