Review Cold Stone Creamery - Rockwall

Place needs a little bit better upkeep. The service was alright. When we went there was no one else so not busy at all. Told them the kind of ice cream and just to add sprinkles but added something completely different then on our other order the ice cream or topping we picked just tasted off.

Absolutely awful customer service. Literally 4 employees standing behind the counter talking and cutting up and doing nothing to help customers - in fact we had to ask to be helped (not even sure the guy that did help us was an actual employee). We had to remind the guy serving us to mix in the the add-ins first and not just sprinkle on top. The entire place is incredibly dirty - the floors in front of the counter are stickier than a movie theater; all the windows, doors, surfaces are covered with fingerprints, gunk, etc. Will NOT be returning - it’s disgusting.

Busy Saturday night I understand, but to have the employees talking about the customers is not right. They need to teach those young girls to respect adults. Laughing at our face and talking about us acting like we couldn’t hear them is disrespectful. Also not only they were laughing at us but the couple in front of us.

Probably one of the worst customer service experiences I've endured lately. Whoever is training the new girl today is specifically the one I'm speaking about. She was not friendly or welcoming when ringing my order up (something you'd normally expect to be overly dramatized when training a new employee). When I came back in a few minutes later, I told her I wanted to ask about my receipt, she just completely ignored me on purpose and continued to (poorly) train the new girl. Another group of about 7 girls walked in while I was waiting, and she never acknowledged them either. They waited around for a bit, but nobody came to help them either, so they left. Finally, one of the other girls standing around watching her came over and explained that I had been rung up correctly and apologized. At least she was nice. However, I was already annoyed, because when I originally came in and ordered a milkshake for my daughter, they were out of milk (which I feel like can't possibly even be true), so they couldn't make a milkshake. Then I was charged $4.52 for the tiniest cone with one scoop of chocolate ice cream on top. That was the reason I came back to question my receipt. There were actually two separate charges - one charge for a "kid's CYO" and a separate charge for the cone itself. It's absolutely insane. I called Braum's after I left just to ask what they charge for the same thing. I was told a junior cone at Braum's would be $1.39 for the exact same product - literally 30% of the price Cold Stone charges. Not only that, I've never had a bad experience from rude employees and their ice cream is better, so we'll go there from now on. I will also continue to tell everyone I know who might be in the Cold Stone Rockwall area to avoid it, which all could have been avoided if I was treated with such hostility and rudeness.

Very bad customer service, I added 2 waters to my order and the cashier Erica wouldn’t charge us nor give me the rest of my order. once I paid, I was asking her for my order and she wouldn’t even look up and when she did she looked bothered because she was on her phone all the time. Poor customer service plus place was dirty and slippery, definitely not coming back.

Need a lot of improvement. We go all family to refresh and treat, the place was empty and filthy. Every counter, chair, display, outside fridge, floor, trash can, front door and windows were super dirty. Ice cream melted on the floor. Not a welcoming service emloyees were using the cellphone . No military discount ,denny a glass of water for a big bill we were 7 desapointed customer that would not come back. Is a shame for the coldstone company.

I ordered a birthday cake for my husband from the Rockwall Cold Stone Creamery Store. I ordered the cake a week in advance (the earliest the website allowed me to order). He specifically requested the Signature Cake Batter Layers Cake. Unfortunately, this store doesn't carry that specific Signature Cake, so I decided to order a custom cake using the exact same ingredients listed. The only difference is that I ordered a round cake, requested cookie dough toppers and Happy Birthday written on the top. On Sunday, the day before I was supposed to pick up the cake, I received a phone call telling me that they were out of yellow cake. I had to choose between chocolate and red velvet. Of course, my husband only likes yellow/vanilla cake, but he went ahead and said just do chocolate. When they called, nothing was offered for the inconvenience. On Monday, the day of cake pick up, I received another phone call telling me that they were out of the white fluffy icing. I had to choose between oreo or chocolate ganache icing. I told the employee on the phone that I already had to make another modification to the cake the previous day due to the store being out of the ingredients. Her response was, "Well, we've just been really busy and these ingredients are also used for the normal ice cream walk in orders." I told her that it was unacceptable given that I ordered the cake a week prior. When I arrived to pick up the cake, I was very disappointed. It was quite possibly the saddest cake that I've ever seen. It looked absolutely nothing like the picture of the cake online and the Happy Birthday written on the top is the worst icing writing I believe I've ever seen. Still no discounts or future store credit was offered for their lack of inventory management at the store. I tried to call the store this morning to talk to a manager or to leave a message for the manager to call me back when the store is open. I was immediately directed to the voice mailbox which said that the mailbox was full. Clearly this store does not know how to appropriately manage their inventory in order to fulfill all pre-orders placed. Further, they appear to lack in proper customer service. While we will most likely visit the store again for a quick cup of ice cream if we happen to be at the Harbor, we will NEVER order a cake from this store ever again. See picture for cake I was attempting to order vs. the cake I actually received. Yep, I would say that they nailed it. I did laugh really hard on the way home at how terrible this cake looked. I now owe my husband a real birthday cake in the near future.

If I could leave a ZERO star review i would. Service was beyound horrible. Place was a mess. No management keeping the placing running. All workers were teens who just didnt care. Will not be visiting this place again ever.