About Cold Stone Creamery
Our Address
6281 Ronald Reagan Drive, Lake St Louis, MO 63367, USA
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Had to wait 50+ minutes in the drive-thru for my order when there were only two other cars that were in front of me. Staff didn’t apologize for the long wait once we got to the window, then I open up my bag and find the lid not even on my cup and ice cream spilling out.
I absolutely love this place but the reality that it is going down is undeniable. The young lady today took a small spoon put it to her nose to smelled the ice cream to determine the flavor then put it back in the batch and served it to me is wild. The last gentleman confirmed I wanted the signature then proceeded to put none of the mixing. I always get the everybody and have found blonde hair multiple times.
First, the good: The Pie Like You Berry Much was really, really yummy. Now the bad: 1. When ordering online, the smallest size I could order was a pint. I couldn't order the Like It, Love It, or Gotta Have It sizes. When I mentioned this to the employees, they said there was a glitch or something with the website. 2. They hadn't even started our order before we got there. We live about 15 minutes away, so it should have been ready. According to the website when I ordered, anyway. Another customer was also there for a pick-up order and the employee ended up having him pull up the receipt because their system didn't print the order. The employee that helped me, had our order written on post-it notes. She informed me that they were out of the Going Bananas for JELL-O Pudding ice cream that we ordered and would need to order something else. 3. This location was out of so many toppings and waffle bowls/cones. Not only did we have to order something different, but almost every customer, that came in while we were waiting for our order, had to switch what they wanted. They still had about an hour and a half left of being open and were close to running out of other toppings, too. 4. One employee kept playing with her ponytail and then went to make someone's order. She did not wash her hands before making the order. 5. The store was in disarray. There was a busted freezer that was missing a door, the area where the toppings are kept was a mess, the keypad to input your phone number is busted, the drive-thru was closed. 6. I don't know if they weren't scraping the counter clean between orders or what, but our ice creams had quite a few "added" toppings that weren't part of the order. We ordered two of the blueberry pies and a dough for it. In the blueberry pies we had nuts, sprinkles, and chocolate chips. In the dough for it there were sprinkles. 7. The Dough For It! barely had any cookie dough. When the employee only grabbed one dough disk for the amount of ice cream it takes for a pint, I was kind of surprised. This was our fist time ordering from here, so I wasn't sure on ratios, but my daughter said there wasn't much dough at all in her pint. It was mostly chocolate chips. Because of our experience, I don't know that we'll go back here. It's unfortunate, because the ice cream was really good.
We put in an online mobile order. When picking it up, the employees completely ignored all of the customers waiting on pick up orders that should have already been done. I tried to get their attention several times, only to be blatantly ignored. I ended up waiting over half an hour for my order that was supposed to be finished an hour before, trying to get someone’s attention. Come to find out, they were out of all of the ice cream we ordered. Had someone checked with us when arriving, I would not have wasted my time standing there trying to get my order. There was not a single adult in sight supervising the teenagers who clearly were not capable of running the store. I can understand being overwhelmed by orders, but that’s part of the process and there should be someone supervising that should be able to manage it. This was the worst service I have ever received.
I was slightly disappointed the last time we were here this week. I got the One Smart Brookie and my brownie was all in one massive chunk, it wasn't broken apart and mixed, it was just a huge chunk in the center of my ice cream and I had to break it up myself which was a bit difficult with a plastic spoon. However we have been here several times and have enjoyed our other visits. There is usually a decent wait for drive thru and indoor but it's not too bad.