Cold Stone Creamery — Restaurant in Pocatello

With all the negative reviews about service and the lack of good help, why, oh why is this place still like this?!? Doesn’t the manager or owner check these reviews? They’re written for a reason, and not just for prospective customers.

There were 4 employees that I saw when we arrived. One customer ahead of us. Only one table occupied. NOT busy! We waited to be helped. When someone finally came over to help us, we told the girl one of the items we wanted. She just stood there looking dumbfounded. We repeated the item, pointing to a picture on the case. This seemed to be possibly a new winter item (pumpkin). The girl had to go ask someone what it was. I don’t have a problem with employees needing to check the recipe for new items, but why aren’t they instructed about new items and where to check the recipe?!? This girl was clueless. Where are the memo’s about new or seasonal items?

For our second item, I verified first, if they had hot fudge or whipped cream. Since they didn’t have hot fudge, I asked for their chocolate sauce and whipped cream on top of my ice cream…like a sundae. I noticed that the girl (a different girl) was getting ready to mix everything together. I stopped her and explained that’s not what I asked for. I explained…again that I wanted the fudge sauce and whipped cream on top of the ice cream, like a Sundae. Really? Do these girls listen? Are they completely clueless to everything? I couldn’t stop laughing when she finished and handed me my ice cream with that squirt of fudge and that itty bitty one squirt of whipped cream.

Once I started eating, I realized there was no caramel. It’s included in the selection I picked. The only way to get another one made in replacement, was to purchase another one, or add the caramel to the existing one. Adding the caramel just wasn’t the same since my ice cream had already softened. The caramel just blended into the ice cream instead of having ribbons of caramel throughout. They refused to start from scratch even though they made it wrong.

Where are the managers? The owners? If they insist on hiring these young high school kids, why aren’t they being trained? It looks like the managers also need some training on training their employees. Last time for me...

I hate sharing negativity but this store needs some serious help.

I went in with my fiancé to get a couple of ice creams to take to my Grandparents for a Saturday evening treat. First we stand there for an awhile without being acknowledged. All 3 employees were working on two ice cream cakes. When we are acknowledged it was unfriendly. I ordered the two ice creams for my grandparents. The young girl that helped with this part of our order placed the first of two ice creams on the counter and then stood listening to another co-workers story before starting the second. A young man then asked what else we needed so I ordered our third ice cream. He makes it sets it on the counter and walks away. The next girl starts helping the couple behind us. My fiancé is still waiting to order. The first ice cream is basically a soup at this point. The first girl takes my fiancés order. I am waiting down by the register to pay. My fiancé gets his ice cream and joins me down at the register. We had to ask 3 different times for lids, first getting two lids and then asking again for the other two. Eventually another employee comes over and curtly says “what did you have?” We told her 1 like it and 3 love it’s. She rings us up and promptly walks away.

I get being young and it being your first job, but treating your customers like they are an inconvenience is not how it works. There are several other ice cream places in our area that give awesome service and not melty soup...

I’m pretty reasonable but tonight was a joke. This store is severely lacking on every aspect. I placed an online order and told all 5 employees (individually) that I was waiting on an online order for Heidy. One employee started that they were working on my order but no one checked back with me. After 4 customers received their orders and paid I talked to the next employee who looked around for my order and then disappeared. The next employee asked me if I had been helped yet and I said I’m still waiting for my online order and they proceeded to make more ice cream orders. After the next employee walked by this person checked the fridge and handed me a “DoorDash” order and I proceeded to tell them I don’t have a door dash but a mobile order. They said yep here you go. I ordered two ice creams yet I received 4 and the way were all completely melted and nothing was what I ordered. This store needs a manger, A freezer that is working and the employees need to give out correct orders and take initiative in their jobs. This place was a joke tonight and my ice creams I received exploded in the bag. Disappointing is an...