By Jose Romero on September 8, 2026 Verified by Google

2-Day Ordeal!
My wife placed an online order yesterday at the Cold Stone location in Zona Rosa about an hour before closing. Instead of receiving her order, she was told the store was closing early because employee Kaitlin said she could no longer handle working because they had been too busy.

My wife was unable to get a refund and was told to come back the next day to pick up the order.

Unfortunately, my wife is currently not feeling well, so I had to make the trip back today because the store closed early and didn’t complete the order yesterday.

When I arrived, there were two different couples ahead of me. Both were greeted immediately and treated kindly. The employees were friendly and pleasant with them.

Then there was me.

I stood there for approximately 5 minutes without being acknowledged once. Kaitlin and her coworker continued talking to each other and cleaning up while I stood there waiting. Before I had even said a word or explained why I was there, I already felt like I was a major inconvenience.

Eventually, Kaitlin’s coworker helped me. I calmly explained the situation and remained polite throughout the entire interaction.

The problem was that the ice cream flavors my wife originally wanted were no longer available, so I was being asked to choose flavors that were essentially her second choice. Since I had already been forced to make a second trip because of the store closing early the day before, I politely asked if I could simply upgrade from an “I Like It” to an “I Gotta Have It.”

The answer was an immediate and dismissive NO. I was told they couldn’t upgrade it and could only give me what had originally been paid for.

I said, “Okay, that’s fine,” and continued trying to work with what was available. I wasn’t rude, demanding, or disrespectful.

But the attitude toward me continued to be completely different from the kindness I had just watched them give the customers ahead of me.

To make things worse, while preparing the ice cream, the employee was aggressively working and slamming the ice cream around on the Cold Stone for an extended amount of time. By the time it was handed to me, it had become noticeably melted and soupy.

So after everything that happened, I ended up leaving with a half-melted, soupy ice cream that didn’t even taste very good, made with flavors that weren’t my wife’s first choice.

The cup was also covered with ice cream on the outside, and it was shoved across the counter toward me. The spoon was tossed onto the dirty counter.

There was no apology for making us come back a second day. No acknowledgment of the inconvenience. No apology that the original flavors were unavailable. Nothing!

I even asked whether getting a refund would be easier, and I was told that processing a refund would be more complicated, so it would be easier for me to just take whatever they had available.

So because the store closed early yesterday, I had to make two separate trips, spend additional time and gas, and ultimately leave with melted ice cream containing flavors that weren’t even my wife’s first choice.

The biggest issue wasn’t just the ice cream. It was the customer service.

I watched the employees be warm and friendly to the customers ahead of me, but from the moment I walked in, I felt ignored, unwelcome, and like I was bothering everyone simply by being there—even before I had said anything.

I never once raised my voice or acted disrespectfully. I was polite and pleasant throughout the entire interaction.

This was an incredibly unprofessional experience with terrible customer service and absolutely no accountability for the inconvenience caused to us.

I will not be returning to this location, even though it’s the closest Cold Stone to my home.

Terrible experience from start to finish.

By Jessica Guillermo on July 19, 2026 Verified by Google

Just left here…took over 30 minutes with only five people in front of me. Stopped in for a “quick” milkshake on my way to Lawrence and for the first fifteen minutes there’s one girl who doesn’t look at all in a rush despite the line. The place is a mess, dusty, ice cream smeared places, toppings and trash scattered on the floor. I felt bad for her at first, then another girl who also isn’t in much of a hurry comes from the back to help for a split second (I was told she’s making ice cream in the back, cool, instead of helping the customers that have been in line forever). The ice cream was fine, although they looked like they were out of about a quarter of their flavors. Spent almost $30 on one small scoop, one small milkshake, and one larger milkshake, and a subpar experience. If the employees were even the slightest bit apologetic or maybe at least TRYING to move a little quicker I wouldn’t have been so annoyed. Checked the reviews after I left and lo and behold a 3.3 👎. Wouldn’t recommend wasting your time and money here when I KNEW I should have just gone local.

By Aubby on June 26, 2026 Verified by Google

The location itself could use a good clean & revamp. Lots of flavors were out of stock before 2pm on a Friday. Staff were friendly & helpful. Good lil treat as a midday pick-me-up. There was some whipped topping all over my cup but it was no big deal.

By Sam Guardado on May 25, 2026 Verified by Google

Not a great experience 😅 ordered the size “Love it” and this is what I got. I’ve taken maybe 2 bites of it. The ice cream was basically soup and they gave me barely a scoop for a medium size. A little disappointed as this is usually my favorite ice cream place 🥺

By Marcus Fugate on May 2, 2026 Verified by Google

WORST PLACE EVER!!! me and my kids came to eat here for a quick treat since they got honor roll! We walked in and the atmosphere was already good! But then when I asked for my order the owner of the store gave me an attitude! I asked a employee for her name and they said Julie she was super disrespectful to me the whole time she was even yelling at the workers and they were extremely uncomfortable poor girls! And then when I had my ice cream her hair strand was in it! Overall 1 star.