Cold Stone Creamery — Restaurant in Colorado Springs

The ice cream was decent, but the service was completely unacceptable.

There were five young employees working during our visit, yet three of them were either standing around talking or glued to their phones. It took nearly 20 minutes to get in and out not because it was busy, but because the staff was unmotivated and disorganized.

One of the employees (the only male on shift) clocked out and lingered in the shop, loudly chatting with the staff from across the counter. This was a huge distraction, especially for the blonde girl working the register, who stopped checking customers out for about five minutes to engage in the conversation.

When I finally reached the front of the line to place my order, another employee interrupted the process to turn to a coworker and say (loudly and right in front of me), “Are we gonna try and throw this one?” prompting laughter from a few of them. A third employee sarcastically added, “Imagine waiting in line for 30 minutes and then not even getting to eat because they threw your ice cream.”

It was incredibly unprofessional and made me, and clearly other customers, uncomfortable. The passive aggressive attitude from the staff was obvious, and none of them seemed remotely interested in providing good service.

If you’re craving good ice cream, I suggest visiting the Dairy Queen five minutes down the road at least you’ll be treated with respect.

The only employee who appeared to be doing their job the entire time was a young woman with black hair and piercings. She stayed off her phone, focused on her tasks, and never got caught up in side conversations. She was the only one providing any semblance of actual service.

To the girls working that day: leave your phones at home, stay focused, and remember that your behavior sets the tone for the entire customer experience. Right now, that tone is disrespectful...

We had their red velvet ice cream cake before and it was awesome!!! We tried to order my mom that same cake for her birthday and they ended up giving us the wrong cake. I'm a very reasonable person and I wasn't too upset because I figured their customer service would make up for it, I knew everything would be alright. However, I called and spoke to them ad they said that they do carry the red velvet cake and that it was just a mix up. I have a lot of customer service experience in my field and honestly I can say that I wasn't satisfied and didn't feel like they rectified the situation or mistake. We drove some distance across town just to get this cake for my mom, and your cakes aren't low priced. Just wish our experience could've been better with this location. Thank you! And to think I gave them a tip, I think tipping is very important, but I definitely felt deceived on this one! For the miles we put in driving up there, price we paid + tip, a gift card definitely should've been offered! Makes me wonder if they just went and got any reddish/strawberry type cake and made it ours. I even called to verify they had the cake like the email confirmation tells you to do. When I called, the worker had me on hold for a while, but then he got back on and said they have my cake it was just all the way in the back of the freezer. Everyone was nice, I just feel like they could careless about their mistake and the planning we put into ordering from them. I'm trying to stay open minded, mistake do happen, but not a good experience...

An employee named Bella was very rude to me as I entered the establishment without a mask. I am a disabled veteran and with my condition I am medically exempt from wearing a mask according to the CDC and Governor Polis' mask order. I carry my medical paperwork with me at all times and I am always willing to show those who question me.

I explained to her that I am medically exempt and she refused to serve me if I did not put a mask on. I also reminded her that the cdc.gov states that individuals with mental conditions are exempt, which in my case is PTSD. She either did not care or is uneducated on the exemption policy.

I am protected under The Americans with Disabilities Act of 1990 and this encounter directly infringed upon my rights to live as a normal member of society. Due to my interaction with this rude employee I will be filing a formal ADA complaint which ultimately could result in a fine. I highly suggest that Cold Stone Creamery educate their employees on this matter by reviewing cdc.gov and the ada.gov websites.

The Americans with Disabilities Act (ADA) was signed into law on July 26, 1990, by President George H.W. Bush. The ADA is one of America's most comprehensive pieces of civil rights legislation that prohibits discrimination and guarantees that people with disabilities have the same opportunities as everyone else to participate in the mainstream of American life -- to enjoy employment opportunities, to purchase goods and services, and to participate in State and local government programs...