Cold Stone Creamery — Restaurant in Rockwall

I ordered a birthday cake for my husband from the Rockwall Cold Stone Creamery Store. I ordered the cake a week in advance (the earliest the website allowed me to order). He specifically requested the Signature Cake Batter Layers Cake. Unfortunately, this store doesn't carry that specific Signature Cake, so I decided to order a custom cake using the exact same ingredients listed. The only difference is that I ordered a round cake, requested cookie dough toppers and Happy Birthday written on the top.

On Sunday, the day before I was supposed to pick up the cake, I received a phone call telling me that they were out of yellow cake. I had to choose between chocolate and red velvet. Of course, my husband only likes yellow/vanilla cake, but he went ahead and said just do chocolate. When they called, nothing was offered for the inconvenience.

On Monday, the day of cake pick up, I received another phone call telling me that they were out of the white fluffy icing. I had to choose between oreo or chocolate ganache icing. I told the employee on the phone that I already had to make another modification to the cake the previous day due to the store being out of the ingredients.

Her response was, "Well, we've just been really busy and these ingredients are also used for the normal ice cream walk in orders."

I told her that it was unacceptable given that I ordered the cake a week prior. When I arrived to pick up the cake, I was very disappointed. It was quite possibly the saddest cake that I've ever seen. It looked absolutely nothing like the picture of the cake online and the Happy Birthday written on the top is the worst icing writing I believe I've ever seen. Still no discounts or future store credit was offered for their lack of inventory management at the store.

I tried to call the store this morning to talk to a manager or to leave a message for the manager to call me back when the store is open. I was immediately directed to the voice mailbox which said that the mailbox was full.

Clearly this store does not know how to appropriately manage their inventory in order to fulfill all pre-orders placed. Further, they appear to lack in proper customer service.

While we will most likely visit the store again for a quick cup of ice cream if we happen to be at the Harbor, we will NEVER order a cake from this store ever again.

See picture for cake I was attempting to order vs. the cake I actually received. Yep, I would say that they nailed it. I did laugh really hard on the way home at how terrible this cake looked. I now owe my husband a real birthday cake in the...

On march 13, 2025. I called it and made it an order for five apples and a caramel apple told them I would need it ready by 2 PM on march 14, 2025 got off work went into the store. The apples were not not made I thought they would be because every time I go there ready for me to pick up pay and leave by time I drove away and got up by academy in the shopping area. The caramel and walnuts had feel all off the apple so I went back to the store and explained to the manager. I told him that I did not want them because of the fact of the sloppiness plus he put his hands on my apple with no gloves on when I ask him to cut one of them. The manager got mad because I told him I did not want he went to the back having up fit, throwing the apples in the trashcan customer in the store seeing him so I just asked him for my money back so people start leaving.‘ cause he was getting loud shouting at me no one else would say anything kept stating that I wanted to get my money back. He told me it would take 5 to 7 days kept stating that I paid with the card which I paid with cash. It went on and on and on finally got my money back because one of the people that worked there stated that I paid with a card which I pay for cash I’m normally there practically every weekend buying 67 apples or more never had a problem with Miss Sarah. He stated that Miss Sarah and everybody else said that I was a problem when I call an order apples from the store I will never be back. You will never have to worry about me spending as much money as I do in the store. I felt so disrespected, embarrassed in front of other people. This was unnecessary and uncalled for never experienced this in the store ever, and if the ladies did not want me in the store, they should’ve said something, and I never would’ve spent my money there and I never would’ve came back to order more apples each week for me and my friends. Don’t worry, I will never be back to that store ever again in Mansfield due to the fact that the manager stated that everybody did not like me there. Good luck with life. God bless. And God...

Probably one of the worst customer service experiences I've endured lately. Whoever is training the new girl today is specifically the one I'm speaking about. She was not friendly or welcoming when ringing my order up (something you'd normally expect to be overly dramatized when training a new employee). When I came back in a few minutes later, I told her I wanted to ask about my receipt, she just completely ignored me on purpose and continued to (poorly) train the new girl. Another group of about 7 girls walked in while I was waiting, and she never acknowledged them either. They waited around for a bit, but nobody came to help them either, so they left. Finally, one of the other girls standing around watching her came over and explained that I had been rung up correctly and apologized. At least she was nice.

However, I was already annoyed, because when I originally came in and ordered a milkshake for my daughter, they were out of milk (which I feel like can't possibly even be true), so they couldn't make a milkshake. Then I was charged $4.52 for the tiniest cone with one scoop of chocolate ice cream on top. That was the reason I came back to question my receipt. There were actually two separate charges - one charge for a "kid's CYO" and a separate charge for the cone itself. It's absolutely insane.

I called Braum's after I left just to ask what they charge for the same thing. I was told a junior cone at Braum's would be $1.39 for the exact same product - literally 30% of the price Cold Stone charges. Not only that, I've never had a bad experience from rude employees and their ice cream is better, so we'll go there from now on. I will also continue to tell everyone I know who might be in the Cold Stone Rockwall area to avoid it, which all could have been avoided if I was treated with such hostility...