I ordered a birthday ice cream cake for my husband’s birthday online on the Cold Stone website a few days before his birthday. The website gave me the option for delivery for $1.99, which I thought was a good price, so I chose it. On the day of his birthday, I suddenly received a text from Grubhub saying they were working on getting my order delivered. I was surprised because I thought Cold Stone would be delivering my order, as there was no mention of Grubhub on the website. Nevertheless, as long as my order was delivered, I didn’t care who delivered it.
A couple of hours later, I got another text from Grubhub saying they would not be delivering my order and that I needed to call Cold Stone—no explanation whatsoever. I called Cold Stone, and the young lady who answered said they had my order ready, but I would have to pick it up. I told her about the inconvenience of having to take time out of my busy schedule to pick up the cake and about Grubhub failing to deliver it. She said she didn’t know anything about Grubhub and mentioned that Cold Stone doesn’t even offer delivery services. I asked her why the Cold Stone website offered a delivery option, and she said she didn’t know. I asked to speak with a manager, but she said the manager wouldn’t be in until Friday—I was calling on a Tuesday.
Realizing I wasn’t going to get any help from her, I told her I would pick up the cake. I drove 25 minutes to get my husband’s birthday cake and told her I was still very frustrated with my experience, but she brushed it off and only apologized. She was just a teenager, so I don’t fault her for being inexperienced, but I would expect better training for Cold Stone employees on how to handle situations like this.
I never received my delivery fee back, so after I got home, I called the Cold Stone customer service line and spoke with a representative named Sarah. To keep it short, Sarah took my details and created a case number, but she couldn’t issue a refund and said she’d have to escalate it. She told me I would receive a call back within 72 business hours. I never got a call back, so I called again a few days later and spoke with another representative named Mary.
Mary asked for my case number, which I gave her multiple times because she was having trouble pulling it up. She finally found it after asking for my full name. She took more details and repeated the same thing Sarah had said about having to wait for a call regarding my refund. I waited another 72 business hours—still no call. I called a third time and spoke with Mary again. Once again, she had trouble locating my case. At that point, I began to wonder if my case even existed or if the representatives were creating new cases each time I called.
Mary apologized for the lack of response and said she would add another note requesting a call back. I told her I wanted to speak to a manager because I was no longer willing to wait, but she said there was no manager available and that I would still need to wait for a callback. I asked her to please expedite the case and to have someone leave a voicemail if I missed the call. She said she would. I never received a call back.
At this point, I’ve wasted a significant amount of time calling Cold Stone with no cooperation or resolution. I never received a call back or a refund. This store and the Cold Stone customer service line have provided the worst customer service experience I’ve ever encountered. Cold Stone clearly does not care about their customers. I will never order from Cold Stone again. They should be ashamed as a company, and the manager at this store should also be ashamed.
Darla Callaway
Delicious ice cream.
Quincy Unterseher
Whoever wrote this, you are actually so awesome, ily all, but that made my night 🤭, its the little things that make a person feel special 🫶🫶🫶
Ryan Salter
No matter what state I go to they always have the same consistency when it comes to making my shake I love it
Jacob Wood
The employees here are always great with making things in the back on a clean surface for allergies - really appreciate it!
Mark Gibson
We go to one of these when we travel as we don't have one in our little town we live in.
Cannon Sperry
All three employees last night were giving me and other customers attitude and dirty looks for simply ordering. The only things they had to say were sarcastic or passive aggressive. They worked on online orders while ignoring customers, not even acknlowedging anyone. The guy on shift also dropped the scoop on the ground and kept using it without washing it off or replacing it. Not to mention, two medium ice creams was $22? You can't be serious.
Jacqueline Moreno
Wow where do I even start… We drove to this location on Father’s day evening 6/15 because the Eagle and Farview one had a line out the door. We get to this location on Vista it’s completely empty we’re excited.. there’s no worker in sight for the first min or so, then this young lady comes out doesn’t even acknowledge my family and I. She goes straight to making a pick up order, i’m looking at her to see if she will look up and say something but nope nothing. Then a few mins go by and a young girl and young guy come walking out from the back just look at us and they dont say anything no hi how can I help or welcome in thanks for waiting NOTHING! At this point I can’t believe and I say very sarcastic “Hi how are you guys???” & the guys responds back very sarcastic… I then say something like wow you guys have no customer service at all and didn’t even greet us. The young guys walks to the back immediately, doesn’t come back out & didn’t even help the young girl with our order. I’m sorry but what in the world…. I work in customer service and this was not okay. I will never come back to this location.
darrin gifford
Had the coffee delight? I believe it was called, which was wonderful.
Oana Cristodoru
It's very messy in the store and they don't change their gloves after handling cash the use the same gloves to touch the toppings. It looks dirty.
Usually great but today I was in the store for 10 mins without even being greeted even there were multiple workers and only 1 customer in front of me. Finally just walked out. Probably didn't need the calories anyway...
Noemi C
I would give 0 stars if I could. I asked if my daughter could receive a complimentary Icecream for her birthday, unfortunately that is not a thing anymore and an “App” is needed to receive anything for “free”. What ever happened to showing your ID instead of technology? No thank, they have lost a customer and I will be telling friends and family. They have lost a customer.
Sarah Sheehan
I just want to say Sara who was on shift was amazing! The reason I’m writing this review is I want to recognize that she was left alone by her two other coworkers on shift who were lclosing” 2 hours before close while Sara managed a line to the door. She asked for help and they ignored her. Sara did amazing keeping her composure. Shout out to her!
Going Keep
Similar quality compared to Taiwan. Sweet and thick with so big portion. However price is similar or even slightly lower. mm.
I ordered a birthday ice cream cake for my husband’s birthday online on the Cold Stone website a few days before his birthday. The website gave me the option for delivery for $1.99, which I thought was a good price, so I chose it. On the day of his birthday, I suddenly received a text from Grubhub saying they were working on getting my order delivered. I was surprised because I thought Cold Stone would be delivering my order, as there was no mention of Grubhub on the website. Nevertheless, as long as my order was delivered, I didn’t care who delivered it.
A couple of hours later, I got another text from Grubhub saying they would not be delivering my order and that I needed to call Cold Stone—no explanation whatsoever. I called Cold Stone, and the young lady who answered said they had my order ready, but I would have to pick it up. I told her about the inconvenience of having to take time out of my busy schedule to pick up the cake and about Grubhub failing to deliver it. She said she didn’t know anything about Grubhub and mentioned that Cold Stone doesn’t even offer delivery services. I asked her why the Cold Stone website offered a delivery option, and she said she didn’t know. I asked to speak with a manager, but she said the manager wouldn’t be in until Friday—I was calling on a Tuesday.
Realizing I wasn’t going to get any help from her, I told her I would pick up the cake. I drove 25 minutes to get my husband’s birthday cake and told her I was still very frustrated with my experience, but she brushed it off and only apologized. She was just a teenager, so I don’t fault her for being inexperienced, but I would expect better training for Cold Stone employees on how to handle situations like this.
I never received my delivery fee back, so after I got home, I called the Cold Stone customer service line and spoke with a representative named Sarah. To keep it short, Sarah took my details and created a case number, but she couldn’t issue a refund and said she’d have to escalate it. She told me I would receive a call back within 72 business hours. I never got a call back, so I called again a few days later and spoke with another representative named Mary.
Mary asked for my case number, which I gave her multiple times because she was having trouble pulling it up. She finally found it after asking for my full name. She took more details and repeated the same thing Sarah had said about having to wait for a call regarding my refund. I waited another 72 business hours—still no call. I called a third time and spoke with Mary again. Once again, she had trouble locating my case. At that point, I began to wonder if my case even existed or if the representatives were creating new cases each time I called.
Mary apologized for the lack of response and said she would add another note requesting a call back. I told her I wanted to speak to a manager because I was no longer willing to wait, but she said there was no manager available and that I would still need to wait for a callback. I asked her to please expedite the case and to have someone leave a voicemail if I missed the call. She said she would. I never received a call back.
At this point, I’ve wasted a significant amount of time calling Cold Stone with no cooperation or resolution. I never received a call back or a refund. This store and the Cold Stone customer service line have provided the worst customer service experience I’ve ever encountered. Cold Stone clearly does not care about their customers. I will never order from Cold Stone again. They should be ashamed as a company, and the manager at this store should also be ashamed.
Delicious ice cream.
Whoever wrote this, you are actually so awesome, ily all, but that made my night 🤭, its the little things that make a person feel special
🫶🫶🫶
No matter what state I go to they always have the same consistency when it comes to making my shake I love it
The employees here are always great with making things in the back on a clean surface for allergies - really appreciate it!
We go to one of these when we travel as we don't have one in our little town we live in.
All three employees last night were giving me and other customers attitude and dirty looks for simply ordering. The only things they had to say were sarcastic or passive aggressive. They worked on online orders while ignoring customers, not even acknlowedging anyone. The guy on shift also dropped the scoop on the ground and kept using it without washing it off or replacing it. Not to mention, two medium ice creams was $22? You can't be serious.
Wow where do I even start… We drove to this location on Father’s day evening 6/15 because the Eagle and Farview one had a line out the door. We get to this location on Vista it’s completely empty we’re excited.. there’s no worker in sight for the first min or so, then this young lady comes out doesn’t even acknowledge my family and I. She goes straight to making a pick up order, i’m looking at her to see if she will look up and say something but nope nothing. Then a few mins go by and a young girl and young guy come walking out from the back just look at us and they dont say anything no hi how can I help or welcome in thanks for waiting NOTHING! At this point I can’t believe and I say very sarcastic “Hi how are you guys???” & the guys responds back very sarcastic… I then say something like wow you guys have no customer service at all and didn’t even greet us. The young guys walks to the back immediately, doesn’t come back out & didn’t even help the young girl with our order. I’m sorry but what in the world…. I work in customer service and this was not okay. I will never come back to this location.
Had the coffee delight? I believe it was called, which was wonderful.
It's very messy in the store and they don't change their gloves after handling cash the use the same gloves to touch the toppings. It looks dirty.
Restaurantji Recommends
Usually great but today I was in the store for 10 mins without even being greeted even there were multiple workers and only 1 customer in front of me. Finally just walked out. Probably didn't need the calories anyway...
I would give 0 stars if I could. I asked if my daughter could receive a complimentary Icecream for her birthday, unfortunately that is not a thing anymore and an “App” is needed to receive anything for “free”. What ever happened to showing your ID instead of technology? No thank, they have lost a customer and I will be telling friends and family. They have lost a customer.
I just want to say Sara who was on shift was amazing! The reason I’m writing this review is I want to recognize that she was left alone by her two other coworkers on shift who were lclosing” 2 hours before close while Sara managed a line to the door. She asked for help and they ignored her. Sara did amazing keeping her composure. Shout out to her!
Similar quality compared to Taiwan. Sweet and thick with so big portion. However price is similar or even slightly lower. mm.
2 flavors for an everybody's gtfo
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