Cold Stone Creamery

Absolutely ridiculous. Walked in around 3pm this afternoon with my husband to enjoy some ice cream from your creamery, I cannot believe how I was ignored for over 15 minutes. The employees made eye contact with me, actually 3 of them did. 1 was too busy talking and drinking whatever behind the counter. I expected better. I went to 31 flavors, after I left. I was treated with respect, I was acknowledged. I felt like they appreciated my business. I didn't feel like I was bothering them. I'm so disappointed.

I normally would have just left this situation alone including the establishment but because of the poor customer service, I just had to write about my experience to warn others. I made an instore order for a kid theme cake, I selected the number and paid for the item in full. At the time I placed the order they did not advise me that the theme toys on the cake were extra,else I would have paid for that also; neither was this listed on the design page or on the contract I signed. When I returned to pick up my cake. They only completed the theme design with frosting on the cake. I inquired and asked where is the rest, and they told me they did not have the toy in stock and that it was an additional charge. I was completely frustrated. They could have called me and told me they were limited on supplies and I could have selected something else or cancelled the entire order and went elsewhere. The manager stated, “I’m sorry I will talk to the person who took your order”. I mentioned to him, that’s nice but it does nothing for me! There was no accountability at all. If you order a theme cake instore it could range from $50.00 and up for a large round. On the website if you just order a custom large round cake your charge would be 40.00. So, I was ripped out of 10.00 just for frosting around the cake! This was an absolutely horrible experience. I would advise others to just get everything in writing, they are not a decent reputable company. They are all about the money- not the customer! I also contacted their complaint center which was no help as well. I explained the situation and they actually invited me back there again to spend MY money on a better experience at the same location. This situation continues to be laughable! My response to that is, are you kidding- absolutely NOT- why would I deal with that again? I’ll take my chances on another location that’s more customer service driven. They get no repeats from me!

Shan, I ordered a triple pint German Chocolate cake ice cream with extra brownies and extra pecans. Sadly, when I began eating, I discovered there were no extra pecans- no pecans at all. I called the store and was told by Maya there were no pecans and I should havereceived a call from the person who was making it from an Ubereats order. I informed her I did not receive a call. She further stated they had walnuts, which I responded I would gladly have accepted walnuts as substitution had I been contacted about the pecans. As an attempt to rectify that, Maya resolved the matter by offering to make another one with the walnuts. This happened yesterday. My husband picked up that replacement today. So happy with Mays. Oh, I omitted that when she answered the phone yesterday, her demeanor was so extremely friendly and bubbly that I couldn't even get angry because she diffused the issue before I got started. That was a skill I truly appreciated.

The sign on the door and Google shows the creamery closes at 10pm. The cashier asked if we had an online order, I said no we are here to just purchase ice cream. He said aww well we close at 9:30 p.m. We just left the creamery at 9:39 pm. Suggestion: If you close at 9:30 p.m. you might want to lock you door and change the sign hanging on the building that says close 10:00 p.m. The cashier wasn't telling the truth and didn't want to do his job which is serve the customers. If he didn't want to work tonight he should get another job. Very unprofessional, never going to cold stone again. The only way I could leave a post was to give one star. I wouldn't give any stars at all.