Cold Stone Creamery — Restaurant in Denver

Today, around 1:30 PM, I was driving down Tower Road when I noticed a new Cold Stone Creamery. Excited, I decided to stop in and quickly grab a quart of ice cream to take to a family gathering. Since I was short on time, I chose to pick something from the “to-go” freezer instead of waiting for a custom creation. I expected this to be a simple in-and-out transaction.

When I arrived, there was one employee at the cashier helping a customer with some back-and-forth about pricing. That was fine, so I waited patiently. Shortly after, a second employee came out, made eye contact with me, but then chose to help the people who were behind me in line instead of me. I continued to wait, and after she had finished making three of their creations, she moved to the second register. At that point, I spoke up and asked to be rung up. She then apologized to the people behind me for the interruption and told me she would quickly help me.

When I asked why she skipped me, she said—in a very dismissive tone—that she had “just arrived.” This was untrue, as she had clearly seen me waiting. The way she handled it made me feel discriminated against and disregarded. I paid and left, but the situation continued to bother me, so I called the store to ask for clarification. The same employee answered, was immediately defensive, and told me she was not going to argue with me. I explained I wasn’t trying to argue, but just wanted to understand why I was skipped in line. She repeated that she wouldn’t argue, insisted she had already apologized (she had not), and then hung up.

When I called back to request the general manager’s phone number, she rattled it off extremely quickly and hung up before I could write it down. I tried calling again—once she answered and hung up, and after that, I called one more time and she stopped answering entirely.

This kind of behavior is extremely unprofessional and unkind. Everyone makes mistakes, but a simple and sincere apology would have gone a long way. I hope the owner or general manager addresses this situation and provides proper training—specifically on respecting the order of customers in line, the point or a to-go freezer for quick in and out transactions, offering genuine apologies for oversights, and appropriately providing contact information when requested. Experiences like this leave customers feeling dismissed and disrespected, which is not the standard anyone expects when visiting Cold...

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