Cold Stone Creamery — Restaurant in Terrell

Upon arrival, we learned that the card machine was down and only cash payments were being accepted. I asked if a manager was available, and the male employee with pink hair informed me that there was not. I explained that I would really like to purchase ice cream but did not have any cash on hand. His response was, “We’re not giving out free ice cream.” I clarified that I was not requesting free ice cream and that I was willing to pay, but simply did not know where the nearest ATM was located.

At that point, Kylie, who identified herself as the manager, stated there was an ATM at Buc-ee’s. My son and I drove there to withdraw cash and returned to complete our purchase. Upon our return, I politely asked Kylie to wash her hands before preparing our order. Her response—“Again?”—came across as dismissive. I reiterated my request, and she complied.

During the interaction, Kylie asked if this was our first time visiting Cold Stone. I shared that we’ve been loyal customers at several locations, but this was our first time visiting the Terrell store. I also expressed that, unfortunately, this experience had not reflected the exceptional service we’ve come to expect from your brand. When I explained that the earlier comment made by the male employee was unprofessional and biased, Kylie became defensive.

I stated that I did not wish to argue, and another employee was willing to take my son’s order. However, Kylie then informed me that she was refusing service and would be calling the police. When the police arrived, they confirmed that no crime had occurred and advised me to contact corporate regarding the poor customer service I experienced.

My son and I have always enjoyed Cold Stone Creamery, but this experience was deeply disappointing and unnecessarily distressing especially for my child to witness. I respectfully request that this matter be reviewed, including the store’s video footage, and that the criminal trespass warning issued be removed from my record. While I am willing to avoid returning to the Terrell location, I ask that this not impact my ability to visit and enjoy other Cold Stone Creamery locations.

Additionally, I recommend that the employees involved receive additional customer service and bias training to ensure that all customers are treated with professionalism...

Absolutely amazing experience! My family and I had the pleasure of building a custom cake with Miss Kylie T. on October 16th for my daughter’s 10th birthday. My daughter wanted a simple vanilla ice cream cake, and Kylie went above and beyond to make it special. The customization was beautiful! Kylie added my daughter’s favorite gummy candies and incorporated just the right touch of pink — her favorite color. The cake looked stunning and tasted incredible. Everyone in the family went back for seconds! Kylie was so kind, understanding, and compassionate. She took time to talk with my daughter, listened to her ideas, and made her feel special throughout the process. She truly made our day memorable. Thank you, Kylie, for such a...

I had so much fun creating this spooky-chic birthday cake for a very special 7-year-old! Layers of rich chocolate, dark buttercream swirls, and fun gothic touches — complete with bats, pearls, and a hand-held cupcake topper for that extra “wow” factor.

At Cold Stone Creamery Terrell, I love bringing your creative ideas to life — from classic celebrations to custom themed cakes like this one! ✨ Let us help you design your next unforgettable cake. 🎉

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