Cold Stone Creamery — Restaurant in San Juan

I went to Stone Cold with my bf about 3 weeks ago. I decided to call in so I can order in advanced so I wouldnt have to wait too long and for safety measures due to covid. They told me I couldnt order over the phone because the ice cream might melt while they are waiting for me. I told them I was only 5 mins away and would get there asap, the employee said " ok well theres nobody here", I replied " ok can I please order? He just kept saying the store was empty. I finally get there and there is a huge sign in front of the store with the phone number indicating customers could order via phone. False! When I get there was a strong marijuana smoke smell! I know theres a dispensary right next door but it was pungent and the store looked a little smokey from the inside. The employee in the cash register did NOT have a mask nor gloves. He was just over the cash register in his phone. As soon as I enter theres no greeting but he said very harsh: Theres no atm! Me: Its fine I have some cash There was poor air conditioner and the ice cream did not look in its best state.

Then another employee comes over to serve me ice cream he decided to put on his face mask.

"Yes, a chocolate milkshake, please" Employee: "We dont have any milkshakes" I am flabbergasted by the horrible customer service and this is no way to treat loyal customers. Ive never had an issue before with any Cold Stone.

I just left and I dont think I will be returning and I wouldnt recommend anybody going ever. Its a shame because this is the closest Cold Stone Creamery to me but now am forced to go to Baskins Robbins since its closer and the customer service is...

Went here on a Sunday night (May 04,2025) we entered the shop since the light we’re still on and a couple are still there but out of respect we asked them if they’re still open and one staff member said yes so we proceed to order, the lady (didn’t saw her name tag so I don’t know her name) took my order but it seems thats she’s not in mood “no greetings” “no smile” and it seems she’s so problematic and stressed by just taking my order, I look at her and smiled at her but her face is POKERFACE!! I don’t think she enjoys her job! I even said thank you for my order but no response at all! When I was done paying my order she stared at me so I stared back and Im like whats her problem? Is she mad having a customer?? They said theyre still open thats why we ordered! We got 2 ice cream and one strawberry and banana smoothie I don’t think its hard to do our orders that night!

So we stayed and sit for awhile to finish our ice cream and guess what! One of the team member I saw her tasting one of the ice cream using a spoon? And Im like? Are they suppose to do that? And then a few minutes they made theyre own cup too! Oh wow! Not sure if management allows them to do that esp. they still have customers in the store. And by the time we are heading out we saw them they’re on their phone in one corner, like they dont care at all.

This branch lacks good customer service and team members are...

This is literally the worst cold stone creamery I’ve ever been to. At 4 pm, the door was locked although the open sign was lit up and their hours are advertised on the door as open from 12-8pm. There was a family of 5 standing outside along with another family and my party of two. An employee of cold stone arrived with dominos pizzas and laughed at all of us that were standing in the rain waiting to get some ice cream on the hot, rainy day. Next a female employee walked out and lucked the door without uttering a word only to return 10 minutes later with more pizza after looking at us all standing outside. I said “excuse me, maam?” And was ignored until I asked in Spanish if they were open. She snapped “no” at me and said they’d open in 30 minutes. At that point, the store will have been closed for over an hour. I am more than disappointed and we feel very disrespected. Don’t waste your time here. Make the 10 minute walk instead to one of the other local ice creameries. You’ll get much better service. CLOSE THIS LOCATION DOWN. I waited all that time to support mi gente and this is the treatment we received. If this is how IM treated, how are they treating others every other day?!?

Update: I went by to get their names and they were hiding in the back. There were customers in the lobby and no employees at the counter. Unbelievable. On...