Cold Stone Creamery — Restaurant in Cheyenne

Ever since the new owners took over I feel like it has went way downhill! I went there to get ice cream a week or two ago and was charged .89 cents for an extra topping that I didn't ask for. My son had a kid's ice cream in a waffle bowl with one extra mix in.He had chocolate syrup and sprinkles and I was charged for 2 toppings when one of them is supposed to come with the ice cream.. I also had asked them to put it on top instead of mixing it in and they went ahead and mixed it in anyways and said, "Oops." when I pointed it out to them. They did not offer to fix this. At the same visit they were out of waffle cones and I had to wait 15 minutes just for a waffle cone and then to turn around and charge me an extra 89 cents for something that I didn't get is crazy. I even pointed it out to the man at the register before he took my money that he charged me an extra 89 cents and he kind of just shrugged his shoulders and said sorry and continued to charge me the 89 cents, I found out that he was the new owner. I have since been back, figuring maybe they were just having an off day. The two times that I went back that he was fixing my ice cream I have had missing toppings. I order the Founders Favorite and two times it did not have caramel in it and once it didn't have caramel OR fudge. So my husband and I decided to get a quart 'to go' the other night. I went to their freezer in the front and went to get the quart of ice cream out and ALL the quarts were melted. I told them and they got me one from the back.... there were still customers in there and nobody even came to investigate the broken freezer or put an out of order sign on it. I had to wait in line awhile after telling them, and nobody came to do anything to that freezer. I asked for a couple waffle cones to go, and asked if they were .99 cents and was told they were. The same lady that just told me they were, rang them up and tried to charge me $1.79 each for them. I told her and she kind of shrugged her shoulders and said they must have changed their prices. So...we get home, get ready to eat the waffle bowl and the WHOLE thing is as hard as a rock!! Bad experiences multiple times. I think we may not be going back there... if we do it will be a long while. This was in...

Came in this evening with my mom and my kids. The ice cream is delicious but the service aspect of this business is seriously lacking. My son wanted a Lucky Charms ice cream blend which he thought they had. We get to the counter and ask the staff if they have that blend and the girl working the counter had a very rude tone and just said "No". I completely understand not having that particular combination and my son was fine with ordering something else but how hard is it to be respectful and possibly even offer a similar combination. My mom asked for a hot fudge sundae and they acted like we asked for the moon to be roped and hung on a silver platter. What she ended up getting was a huge chunk of vanilla ice cream with a few very, very thin lines of chocolate sauce. When I attempted to ask them if they could please put more fudge on the ice cream, the person preparing the order had already walked away and the girl who was working the register rushed to ring up my order. We were the only ones in line during this experience. Nobody else showed up until our order was being paid for. I tipped the workers the highest tip option on the screen only because the size of the order. We will think long and hard about...

There was a hair mixed into my ice cream. Disgusting.

Edit to reply to owner: I didn't talk to any staff, the ice cream was delivered, and I don't want to eat any food handled by whoever made this, so I didn't want a replacement.

I can't advise them on food safety, and a conversation wouldn't have taken the hair out of my ice cream. I already had my money refunded, so it's been made as right as it's going to be, although I'll definitely never be buying anything from you all ever again.

Edit 2: I found out a review was posted here a few months ago by someone else who had a hair mixed into their ice cream, too. Wow. Sounds like the owner should sell, looking at these reviews makes it seem like they've had nothing but problems that they aren't willing to fix, despite how much time they spend replying to reviews claiming otherwise.

Edit 3: It seems there are THREE reviews here about hair being mixed into ice cream. Absolutely wild that the owner hasn't sorted this out yet, getting employees to wear hairnets and not touch their hair while preparing food shouldn't be this hard to figure out. Nasty and unacceptable, and makes me wonder what other unsanitary and sloppy things are...