Cold Stone Creamery

★★★☆☆
  • 855 El Camino Real #9

    Palo Alto, CA 94301

    Map & Directions
  • 650-323-2102

About Cold Stone Creamery

Hours
Mon. - Thu., Sun. 11am - 10pm;Fri. - Sat. 11am - 11pm

Food

Food
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I had a horrible customer service experience. We also got a stale waffle cone and some of the ice cream in the case was melty.

I tried to order a kids Birthday Cake Remix and was told that "the manager will not let me make a kids specialty". It is listed on the menu with a price. I did not want to ruin the day for my son so I ordered a Like it at $1 extra. I ordered a kids Cake Batter with cake next. He scooped up the ice cream and put it in the cup. Then he just dumped my cake "mix-in" on top. My mouth just fell open. I said aren't you going to mix it in? He took the spoon that he had just put in the cup and smashed the cake into the ice cream and stirred it up. Then, he said "I'm just funny that way." That's not funny! It's offensive! Why wouldn't you get that? What is wrong with people. I am spending over $3 for a small scoop of ice cream with a spoon full of cake to get treated like that?! At least at Rivermark and everywhere else that I have been they give me an experience that makes me feel better about giving them my $15.25 (4 people).

Thoroughly disgusted. Totally offended. I will never go back to that store.

0
★☆☆☆☆

I had a horrible customer service experience. We also got a stale waffle cone and some of the ice cream in the case was melty.

I tried to order a kids Birthday Cake Remix and was told that "the manager will not let me make a kids specialty". It is listed on the menu with a price. I did not want to ruin the day for my son so I ordered a Like it at $1 extra. I ordered a kids Cake Batter with cake next. He scooped up the ice cream and put it in the cup. Then he just dumped my cake "mix-in" on top. My mouth just fell open. I said aren't you going to mix it in? He took the spoon that he had just put in the cup and smashed the cake into the ice cream and stirred it up. Then, he said "I'm just funny that way." That's not funny! It's offensive! Why wouldn't you get that? What is wrong with people. I am spending over $3 for a small scoop of ice cream with a spoon full of cake to get treated like that?! At least at Rivermark and everywhere else that I have been they give me an experience that makes me feel better about giving them my $15.25 (4 people).

Thoroughly disgusted. Totally offended. I will never go back to that store.

Pros: ice cream is tasty

Cons: some ice cream was melting in the case; stale waffle cones; customer service is offensive!

.

Palo Alto store has very bad customer service tactics. I have an entertainment coupon and anyone who uses these know that most all store will take them even if their location is not on the back. Well 2 of us go in and order 2 large creations totaling about $13. The coupon says 50% off your order up to $5.00 so anyone going in knows that you would not get the $6.50 discount only the $5. The customer service rep was only going to give us $2.85 or whatever it was off and not the $5 as is stated. They are saying it is for ONE ICE CREAM and who's benefit is that!!!??? Then I said ok forget it use this coupon as there is more than one the ET Book this year, saying that buy one get one creation. This time the CS rep says we don't take this our location is not on the back. OK SO WHY THE HECK was he going to take it and give us the first discount and now he is mad because I was standing up for myself by asking to speak with the manager then he won't take any? So my point is if they were not able to take it in the first place, just say that it is not accepted at this location so I can get my ice cream and be on with my day. Instead of changing your mind because I was right and he didn't like it. So at this point my friend and I were to say the least bit irritated. The point at this time was not about the dollar amount even though that was the first issue, but the point that if he was going to accept the coupon the first time he should have aceepted the equal coupon and for $2.85 kept some potentially returning customers. Instead of us walking out leaving our mouths watering for the ice cream and them stuck with 2 creations and losing $13!!!

OK I feel better now. I am not saying anything bad about the ice cream its great it was just the customer service and attitude of the CS rep at this location. I will try Rivermark with my coupon.

1
★★☆☆☆

Palo Alto store has very bad customer service tactics. I have an entertainment coupon and anyone who uses these know that most all store will take them even if their location is not on the back. Well 2 of us go in and order 2 large creations totaling about $13. The coupon says 50% off your order up to $5.00 so anyone going in knows that you would not get the $6.50 discount only the $5. The customer service rep was only going to give us $2.85 or whatever it was off and not the $5 as is stated. They are saying it is for ONE ICE CREAM and who's benefit is that!!!??? Then I said ok forget it use this coupon as there is more than one the ET Book this year, saying that buy one get one creation. This time the CS rep says we don't take this our location is not on the back. OK SO WHY THE HECK was he going to take it and give us the first discount and now he is mad because I was standing up for myself by asking to speak with the manager then he won't take any? So my point is if they were not able to take it in the first place, just say that it is not accepted at this location so I can get my ice cream and be on with my day. Instead of changing your mind because I was right and he didn't like it. So at this point my friend and I were to say the least bit irritated. The point at this time was not about the dollar amount even though that was the first issue, but the point that if he was going to accept the coupon the first time he should have aceepted the equal coupon and for $2.85 kept some potentially returning customers. Instead of us walking out leaving our mouths watering for the ice cream and them stuck with 2 creations and losing $13!!!

OK I feel better now. I am not saying anything bad about the ice cream its great it was just the customer service and attitude of the CS rep at this location. I will try Rivermark with my coupon.

Pros: EXCELLENT ICE CREAM

Cons: POOR CUSTOMER SERVICE ATTITUDE

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Cold Stone is hands down the best icecream I've eaten. You can customize whatever kind you want with countless mix-ins. Leave them a tip and the servers will sing a funny song and dance around. Fun for kids and adults alike.

2
★★★★★

Cold Stone is hands down the best icecream I've eaten. You can customize whatever kind you want with countless mix-ins. Leave them a tip and the servers will sing a funny song and dance around. Fun for kids and adults alike.

Pros: Great servers, food

Cons: Not much

 

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