Cold Stone Creamery — Restaurant in Texas

My husband and I come here regularly. We have never had a problem until yesterday. We both ordered a love it in a cup. As my husband was eating his he says to me "what is this" I look over and he is holding a half quarter size piece of hard plastic. I grabbed it and examined it and I said "how in the world did this get in your ice cream". I called the store and talked to Megan the GM. I explained everything as I just did on this post. She sounded irritated with me and "said we have nothing in this store that is plastic" She went on to say that is strange and offered me two free love it's she did not seem concerned. I went into the store today to get the replacement ice cream and I was going to talk to Megan again. I was extremely concerned that this could have happened to a child. If my husband had swallowed it, it could have gotten logged in his throat. When I got to the store the district manager was there not Megan. I explained everything to her and she was very rude. She told me "it is 100% impossible that, that plastic came from our store" She went on to say there was nothing plastic in their store other than gloved, lids and spoon. How ironic? Anyway I told her the plastic was similar to the cake lid tops. It was a hard clear plastic. The district manager continued saying it was impossible as she had her hands in her pocket, a unpleasant look on her face and a rude/sarcastic tone in her voice. I said "it isnt impossible because it happened " I even said "it was the strawberry ice cream" maybe it should be throw out in case? Nope she said it was made in house, continued to say it didn't come from their store. She basically was calling me a LIAR. I could feel she was judging me because I am covered in tattoos, had ripped jeans on as I was out enjoying my day today. Never judge a book by its cover. I have a Criminal Justice degree and my husband and I bring in more than enough money. I DONT NEED FREE ICE CREAM. I was truly concerned someone else could become seriously injured or God forbid a small child lose their life if it got logged in their throat. I will be contacting cooperate, the health department and the better business bureau. I am disgusting by the lack of concern and the unprofessionalism displayed by...

MANAGEMENT PLEASE READ

I used to love Cold Stone. I considered it the best ice cream place for a long time. This location specifically though really needs some work. Went in with my girlfriend to try the new Nintendo ice cream things. While we waited to order, I noticed that there was one person making orders and helping pay people out. The other three or four employees were doing prep work. Normally I don't have a problem with this, but it was 8:00 PM on a Saturday. Thats prime time for the after dinner rush and I would think that all prep work should have been done well before hand.

When I placed my order, the girl behind the counter looked at me very confused when I asked to get it in a waffle bowl. I then told her that I have allergies so please take the necessary precautions. I know they do this because I've been to other cold stone locations that have ways to make your order while preventing cross contamination. No one really knew what to do for allergies and if it wasn't for the manager who was only halfway paying attention, im pretty sure that they would have tried to just make it like normal.

When my girlfriend ordered, we finally got someone else to stop doing prep work and come help us. She had asked for the new Animal Crossing themed bowl and the girl behind the counter had no idea which one it actually was and didn't have any way of telling. No cheat sheets or nothing behind the counter. (Also slightly worth mentioning that they did not have any of their flavor names up to tell which ice flavor was which)

Finally when we went to check out, they upcharged us for add-ins that we should not have been charged for. I didnt make a fuss because I figured that I may be wrong in remembering how much it costs. We then got back in our car and looked up the prices online and thats when we found out that we ended up spending a couple extra bucks for our order.

A big part of me wants to go back for a refund but even as the nearest location to me, its still about 30 minutes away. (Which is the icing on the cake that I did about an hour of driving total for such a disappointing...

Normally I go through a different staff member. And she is normally nice. But the last time I came. A different young Woman helped me and my kids. I explained to her my son has a food allergy and they would wipe down the board where they mix the ice cream and wash the spoon I asked nicely. She started to be rude so I repeat myself. Then she got rude again. Then her manager told her to go to the back. Then she came back out saying this is happen because she is “black”. She went to the back got on the phone. Someone came up to the store talked to her. And he approached me starting to asked me questions. That’s very unprofessional. Then they went outside and sat in there car. The manager had to walked me out because I was with my kids. And I was concerned about their safety. I will definitely not come back. I used to come at least once a month with the kids. I try to keep of here. I reached out to their corporate office. For someone higher up to reach out to me. No one ever did. It’s almost a week now. After almlst 2 weeks the district manager has called me. Pretty they condone the staff member calling her husband. then her husband came up there and confronted me. SAFETY OF THE CUSTOMERS AND KIDS ARE NOT THERE CONCERN!! DEFINITELY WILL NOT COME BACK!! WHAT A JOKE OF A BUSINESS...