Cold Stone Creamery — Restaurant in Bountiful

Only reason I gave 1 stars is because the ice cream itself.

Rude and forgetful employees. If you order something through even THEIR website, you'll be missing something. They won't even call you to let you know if they're out of whatever you ordered or to clearify any notes left by customer if they have questions. Just put a sticky note in the bag and not even refund it. Then when you call to let them know and to get a refund but they offer to put your name down for next time. This would be fine, except for the fact that they don't put your name down. Then include rude sticky notes.

Not enough time to type the whole story but heres some of it.

Blue sticky note (picture) is from 2 orders ago. I had a note about a missing bone and that they had put my name on a list. "Please call in to order dog bones. They are not listed on our Doordash menu. Thank you". I order through their app/website because of the rewards program..not doordash unless there's a promo going. Which is almost never.

Yellow sticky note (picture) is from this last order. They clearly think I'm trying to get free things when I was willing to pay for it or already had paid for it! I had put a note on this specific one asking to upgrade if possible as there were no options. Along with a note stating a previous order was missing the dog bone (Its always missing yet always charged for. But usually sent with next order). They didn't even bother to call me to ask about it because per their sticky note and lack of any of the items, they obviously didnt understand and jumped to assumptions. "You didn't pay for a dog bone or dipped bowl but nice try :) have a great day".

I did call the store and they had no resolution or let alone someone who was an actual manager. Just someone claiming to be one, when they were clearly a shift lead, not a manager. I had to specifically ask for a managers number and name after their lack of answers which a manager would have been able to give. I...

On this visit we went in so we could try one of the pie/ice cream/cakes. And we were finally using some gift cards that we had received as Christmas presents. Which was a quick smooth transaction. No hassles. Most of the staff was young and friendly. It is always pretty busy whenever I've gone in. So don't plan on just stopping in. At least a 15-minute wait every time you go. But not this time. This time we were able to get out in about 10 minutes. And that was only because the people that were in line to get ice cream we're very protective of their spot in line. There isn't a separate line or even a walkway to get to the freezers that hold the ice cream cakes and pies. So we had to wait in line until we reached the freezer. Then we just had to deal with a couple of sideways glances as we made our way back down the line to get to the cash register. A little more room would be nice. or maybe a sign with some instructions letting you know what to do if you're just trying to get a pie or ice cream cake. I have to say the salted caramel pie was delicious and it did serve 8 pieces for the $15 price tag. All in all fairly satisfied with this visit. The Establishment did look like it could use a good mopping it was a little more out of sorts than it normally is. And there were no tables available so it was a good thing we were going to...

Be careful when using gift cards. My son got a $10 gift card for Christmas and his card was charged $2 extra without us knowing. He bought a cup for the price of $4 something, the employee wrote a balance of $5 something on the card. When my son went there the second time, few days later, for another cup, he was told his card didn’t have enough, it only had $3 something instead. My son felt so embarrassed and asked me to pay the rest. The owner called me 2 weeks later to explain that the purchase was indeed for $6 something the first time we went there and that the employee wrote the wrong balance. It’s not true, because my other son who bought the same thing using the same amount of gift card, did have the balance of $5 something. So basically they stole $2 from my son gift card, then came back trying to say that we did use the the card for the amount of $6 something for a cup. Yeah, instead of giving my son back the $2 that they took, they made us feel like we knew all along we spent more than what we claimed and that the only mistake was that the employee wrote the wrong balance. Really? The sad part is, I always gave tips each time I went there. So I don’t know how they still had the need to steal from a child. It’s not the $2 I’m concerning. It’s how they handled this situation....