Cold Stone

I’m a busy full-time working mother of 4. When I need to order something online, I need it to be quick. 1) The locations that are not available for delivery should not be allowed to select. Maybe gray it out? OR Say in bright-yellow-Highlighted with Red lettering: THIS LOCATION IS NOT AVAILABLE FOR DELIVERY, AVAILABLE FOR PICK UP ONLY. Or something along those lines. 2) Allow Guest to make an order in store. I asked if I can place an order for Large rectangle cake. She said “unfortunately you cannot place an order in-store, you Have to order Online.” I said “You have the sign that states sizes available in the window for same day orders!? Small-round, Large-round, small-rectangle, and large-rectangle?” Lady did not have an answer, only replied “sorry, but I cannot take orders, all guests HAVE to place the cake orders Online.” I wanted to customize my sons birthday cake, he specifically wanted vanilla and the sweet cream ice cream part Mixed and not layered. And online had only round cakes available and not rectangle cakes. 3) At the time I was trying to fill in the box online to customize the cake. I had to abbreviate all the words the best of my ability. Only allowed 30 words allowed, including the spaces between. Instead of spaces I had to capitalize and keep the words together so I can include AT LEAST ONLT HALF of my customizations. (E.g. IceCreamMixVanilla&SwtCrm&Oreo) I wanted to make one more small adjustment or recommendation incase they ran out of space to write “HAPPY (age) BIRTHDAY (4letter name)” and was not sure where or if they were gonna ask me if I was okay for them to put the whole Oreo Cookies on another area of the cake. Like on the outer edge of the cake, etc. 4) Because the sizes of the rectangle cakes were not available online, instead of ordering 2 round cakes, I had to order 2x of the ice cream cupcakes, 2x Reese‘s cups ice cream, and 2x ice cream sandwiches.

There’s a disconnect between the app and the store in terms of what the store has and doesn’t have. I ordered a ice cream in a dipped waffle bowl through the app and the store didn’t have any. I waited in an the store that wasn’t busy until my order was completed. Failing to inform me they didn’t have this item, They bagged my order and handed it to me. As I was heading out the door I over heard an employee ask the manager if she informed me about my waffle bowl and the managers response was “he’ll figure it out.” I checked the bag whenever I got outside to see my ice cream is in an enclosed cup with a regular waffle bowl freely sitting inside a Love It cup in the bag. I went back inside the store and the manager said “we’re out of dipped bowls and didn’t have time to make any.” I informed her that I paid extra for the dipped bowl and she rudely responded by saying “you can just refund it online.” I was not provided with instruction on how I’m supposed to go about refunding this order. This is my first time ever using the app and it’s a terrible experience. I love Cold Stone as I frequent the store regularly but I’m very displeased with this entire encounter and don’t know if I will ever go back.

Employee automatically told me “door dash orders are backed up” and when I tried to tell her that I am not door dash I ordered and paid already, she dismissed me and said I had to wait. I Ordered online for pick up and had to wait past estimated pick up time. Didn’t receive my order until 35 mins after estimated pick up time. 5 people walked in after me and also had to wait for their online orders while every walk in customer was helped asap. Employee swamped with filling walk in customers’ order and didn’t start preparing my online order 25 mins after it was supposed to be picked up. I wanted to get a refund but they already charged me online and I couldn’t get the employee to assist me, so I waited patiently. By the time they prepared my order they got it wrong. Should I not pre order online? Should I just walk in and order because they completed at least 5 walk in orders before even starting mine. I ordered a banana caramel crunch with cookie dough bites and got Vanilla ice cream with 3 frozen banana clumps, that’s it. No caramel no cookie dough, definitely not worth the money I spent. Plus it came in a smaller contAiner than the one I originally ordered. I ordered a quart size so I was extremely disappointed. I get it might be busy but at least be polite about it and explain what’s going not waiting forever and watching 2 employees not even acknowledge you standing there for over 30 mins.