Cold Stone Creamery Al Wahda Mall — Restaurant in Abu Dhabi

Terrible Experience.

My 13-year-old brother went to the Al Wahda Cold Stone around 10:30 pm with 20 AED, but his total was 29 AED so he was short by 9.

(There were 2 staff members present, a lady and a gentleman. The lady attended my brother, while the gentleman was cleaning up for closing time.)

In response to the above, the lady staff on duty mocked my brother with her friends in her language (Tagalog) and said things like “I see boys like you getting ice cream and not paying all the time.” My brother, who is shy and polite, asked her several times to cancel the order and said he’d return with the full amount. But, she refused to let him go to my family to collect the full amount and continued to embarass him publicly. He came back home in tears.

No child—or any customer—should ever be treated this way. My family has been buying from Cold Stone for years, but after this incident, we will not be returning to this store. For a staff member in customer service to publicly disgrace a minor is beyond unacceptable.

I strongly urge management to take immediate action against this staff member so no one else has to go through the...

As someone else also mentioned in a review . The brand is nice but service in this branch is awful because of PAUL. This review is for PAUL the Manager at this Cold Stone branch. I have been a fan of cold stone ice cream since long. I have tried most flavors in many countries and their cakes are delicious. Having said that I live near by Al Wahda Mall and usually go to this branch. The Service Person named PAUL at this branch is very rude and not honest. There have been several occasions that he has let down the better service practices that I have been made used to in other cold stone branches around the world. There is a certain attitude to the way he treats everyone. He always adds ice bags for my cakes for which I always say NO. He doesn't seems happy once I mention using Entertainer. If we would like to keep the cake in the fridge for a while while we are in the mall , he would say a straight NO. The guy has zero sense of...

Dear Cold Stone Creamery Team,

I am a regular and loyal customer of Cold Stone Creamery and have visited almost all branches in Abu Dhabi and Dubai with consistently good experiences. However, my recent visit to the Al Wahda Mall branch was very disappointing.

I went there to avail my Buy One Get One offer as part of my Platinum Tier Shukran membership. Unfortunately, the lady staff member at the counter (27th Sept btwn 8-10) was very rude and treated us as if we were asking for something without paying. When I handed over my phone to redeem the coupon, I had three coupons left, but she used two coupons without informing me, which I find completely unacceptable.

This experience left me with a very negative impression of the Al Wahda Mall branch. I hope you will look into this matter seriously and ensure that customers are treated respectfully and transparently in all...