Cold Stone Creamery — Restaurant in El Paso

ColdStone located on 7040 N. Mesa St. Suite B3 in El Paso Tx. 79912. Very bad experience…. I ordered banana caramel crunch gotta have it…in chocolate Took my first taste off it and biting into the almonds the almonds taste was a bad with old taste to it. I immediately told the cashier about it and told her the almond on the product was bad and asked to redo it for me and replace almonds for pecans she said she could not do anything about it… that she could not redo it nor replace it unless i payed for another one. I asked to speak to a manager. No manager in site. She then proceeded to call manager via phone… I spoke to a Sarah stated she was a manager and I explained my situation and she said she could not replace it bcuz she had just received product on Monday and that I was the only one that had complained about it and that there was nothing wrong with her product. I re-explained myself and told her it was bad, that I know how almonds taste like good and bad and they where not good and that that’s was very unprofessional they way they handle there clients. She said she could not do anything about. After hanging up with “manager” I processed to tell the cashier that I wanted a refund. I presented her with my receipt… she walked away and grabbed the phone she contacted manager again and told her I asked for a refund on the product. The girl return to register and says my manager says I could not refund you money. Told her that was stupid and that I would report it and will post bad review on it and they said it’s ok…. We walked out I left my bowl of ice cream on counter and walked out not after I took of picture of the place and...

Had a delivery issue as a driver at this place. I picked up an order they were just finishing up and delivered to the costumer. Couple of minutes later the costumer called because the order was wrong. I asked if, because some items were in a stapled bag and I could not just tear it open, the bagged items were not for her and she said no. However the receipt in the bag did have her name. Because at this point I was already close to the creamery I decided to deliver the correct order, however, at the store I was told that I'd have to bring back the wrong items and then deliver the correct one. I'm being asked to do all this extra work for their mistake and cant just give me the correct items even if they're just sitting there. The person I spoke to is a manager and apparently part owner and still said there's nothing she can do and just would not help. I have to call support and eventually get told that there's nothing that can be done, get back and the store manager tells me that the costumer called and she's just gonna ask for a refund. It was only after I told her that because the costumer is getting a refund and I'm essentially not getting paid at this point she said that she could give me the order, a total slap to the face. So there ya go, 40 minutes of my life...

Dear Cold Stone Team,

I’m writing to share a disappointing experience I had at your location recently. I visited with my daughter, and while we were initially greeted politely by a staff member (a young woman with black curly hair), the interaction quickly became unpleasant. She appeared visibly unhappy, rushed us through our order, and even made faces while we were deciding.

When preparing our ice cream, she was noticeably rough and gave me far less than what I’ve received before—despite ordering the “Gotta Have It” size, I received barely half a scoop of toppings. The cone also tasted stale, as if it had been sitting out too long.

What concerned me most, though, was that none of the employees were wearing hairnets or washing their hands before or after handling food. This is a serious hygiene issue.

I used to love coming to this Cold Stone. The staff were always upbeat and friendly. Sadly, this visit didn’t reflect that same standard, and I left feeling disappointed. I didn’t speak to a manager because I believe the woman who served me may have been one, which makes this even more disheartening.

I hope you’ll take this feedback seriously and work on improving the service and hygiene...