Cold Stone Creamery — Restaurant in Sachse

Absolutely worst experience I’ve ever had getting ice cream. First, the girl was seemingly too high to realize what my wife was ordering. My wife stated her order and the girl responded loudly “huh!?” In a very disrespectful and confused tone. My wife repeated herself again, the girl said “I’m sorry I’m still new can you please say it again?” Then my wife repeated herself a third time, the girl proceeds to get the ice cream on the cold stone and starts looking at the menu, she then asks my wife for a fourth time “what was it you was wanting?” My wife then repeated herself and said “ the one with the Oreos” and the girl still having troubles asked my wife a fifth time and my wife said it again and the girl finally found it. Then they ran out of cheesecake ice cream with her order (cause they made it into two cups instead of the “like it” size they made a “love it” size and a “like it” size cause they thought she ordered two..) again I’m sure they were high in there. Not only did they run out of ice cream but it was melted. It was like soup by the time my wife sat down to eat it. My daughter’s ice cream was fine. They never even addressed me or asked what I wanted so I didn’t order. This place is not a place I will ever return to. From the kids walking around scratching their heads while touching food, to ice cream sitting on and being served from the counter and stored on the counter to employees being so high they can’t understand your order or even make it right to the freezer being broken over a week. I really hope something changes at the location and fast or someone is going to lose a lot of money and any kind of reputation they may have. Needless to say WE WILL NOT BE RETURNING and we will be asking our bank to cancel the charge on...

Wanted to start off, I love Cold Stone icecream. Been to a couple of different stores and it is a great idea. I have been to this store 6 or 7 times and each time has been a bit of a different experience. A few times there were not enough staff with a long wait, a few they were out of chocolate icecream which I wanted for my order, and one time they were locked out of their icecream with only 2 or 3 flavors. This time they had enough staff, but were out of chocolate. I ordered what I usually get, however got the smaller size of my wife’s favorite. When I got to the counter, they were almost done, waited a minute and my order was done, fast. I looked at the order they were both the same size, it was later explained they made too much of the smaller order so it filled the larger cup. Looking at the larger size it was only three quarters full. I had ordered the larger size because I wanted a full order that size. I asked for an explanation as to why, after a couple of explanations later and determining the cup sizes were in fact the same, I was told yes the extra was free. I know it is semantics but not really what I ordered. None of the staff nor the guy next to me could quite grasp this, and of course I had received something for free. The girl that made the order offered to remake it, the closest anyone got. In fact I started out by telling them I would get two of the larger size if that’s what it took, it was then the girl at the register went to get the shift supervisor. Basically moved things along told them I wasn’t going to argue the point with them paid and left. Everyone was polite, just very bizarre response, no apology or anything...

Update: I spoke with the owner Danielle today regarding the experience I had last night. She completely changed how I felt about the situation. We spoke for almost 2 hours even though I hate talking on the phone. She assured me that the situation will be handled and that it is not cold Stone policy to not allow service dogs. She was open to my suggestion of training new employees specifically about the rights of people with service dogs. I actually enjoyed my conversation with her and learned that a bad review can really trash a businesses reputation and that it’s better to reach out to a manager or owner to give them a chance to resolve your issue prior to trashing them on a Google review. Because of how kind the owner was, I actually changed my 1 star review to a 5 star review. And I will give this store another chance.

The owner’s phone number is all over the store and if you have an issue I encourage you to contact her because she WILL resolve your issue to your satisfaction.

It is hard to find good employees who care about your business as much as you do.

Original review: All I have to say is I will never be back and I will be calling the owner tomorrow and contacting The Department of Justice due to discrimination against me and my...