Cold Stone Creamery

Very disappointed with this location. Ordered a custom cake online for a birthday and it was completely wrong on the inside. It was missing the mid layer of fudge, wrong frosting on the outside and didn't have any of the add-ins that were chosen for the cake. The cake was okay, but this is NOT what I ordered. Did you ever read my order at all?? I ordered this cake weeks in advance too. It's too bad you can't tell if the cake is properly made until you cut into it. I expected more from a 6 inch cake that costs $35.... Do better Cold Stone! I will not be coming back to this location due to this incompetence.

Was a mess in here! Lights sitting next to were we wait and stand! Curious kids trying to touch it! I had to get my daughter on the other side of me so she wouldn't be tempted to touch it or grab them which I know these are very sensitive and break very easily! They had six employees working that day! But ice cream has melted by the time I got to the cashier.

The worker inside the shop was not wearing gloves he did not wash his hands before grabbing the cones and his excuse was the manager did not want them to wear gloves because their hands sweats from the gloves bad business! Now I see why so much covid-19 is spreading around because of workers like that spreading around germs and not washing their hands!

What a horrible experience...So I ordered ice cream online to be picked up by 9:17pm today according to the website. I show up and show them my confirmation email, ID and credit card charge. The staff member there says we don't have any of the ice cream you ordered but we can replace it with something else. They had a limited supply left and it wasn't any of the flavors I liked (Which understandably is no one's fault). I then at that point request a refund and thats when everything went downhill. The Staff member informs me they can't do that because they don't know how and only the manager who isn't here can do it. They tell me I can come back tomorrow or leave my information for a refund. I tell them thats not acceptable cause I want my refund back now, can you call the manager? They call Stephanie the manager who hears what I have to say and then says my only option is to leave my information because even she isn't going to be able to do anything right now and doesn't have the authorization to issue the refund. I asked if she can touch basis with someone who does. That someone she said is not going to pick up the phone right now and you are just going to have to wait tomorrow or deal with it. I told her this is not how you help people and she said she gave me all the options available and raised her voice as well. I asked her how do you have a staff on a shift not available to issue refunds and your solution for them is to go home or leave their information for another day? She went to speak with her employee and they said they will figure it out. They decide to then call Security for me to leave, but all I wanted was my refund, I didn't raise my voice or attack anyone. I just wanted my refund. I show the security guy all my proof of payments and explain the situation and then he said he will reach out to the person who can issue me the refunds. He does and then the person comes along with Stephanie come to Cold stone, he is able to issue me a refund by cash but not back to my credit card. He was polite and said the problem is with their system and the cold stone website not accurately receiving orders or tracking whats sold out as far as their daily flavors of ice cream. I told him thats not anyone fault, understandably. The problem was that Stephanie and the other staff below him's first intuition is to tell a customer who needs a refund from a online order to leave and then not call the person who can actually provide them a adequate solution to help the customer out and give them a refund. Instead they will call security instead of the manage when the security guy who doesn't even work at cold stone was more help then Stephanie and the other staff that are below the owner. I also explained their customer service is rude and they do not care about the customers, I told the manager that if Stephanie can give me a sincere apology I can then accept it and feel comfortable coming back here. He shrugged his shoulders and then I told him you see thats the problem your staff does not care about the customers, won't admit mistakes or apologize, does not want to help the customers or issue online refunds because they don't know how and don't have many people who can and would rather call security on the customer instead of the actual owner to get the member out and again not help the customer. Very degrading experience and the manager who issued me a refund said someone will touch basis with me during the week. I highly doubt they will but we'll see. I will never step foot back into that cold stone unless the owner and Stephanie and the staff can do some process improvement and provide a sincere apology to build that trust again. All this time by the way was a hour and a half long when I was just suppose to pick up some Ice Cream and go home. Thanks Cold Stone Creamery Staff for the not so pleasant experience. I should know how the owner hasn't responded to many negative reviews here which again shows to me they do not care about the customers and will let these problems happen without any resolution.