Cold Stone Creamery — Restaurant in California

I have been a frequent customer at this location, always visiting in person, and I've never encountered an issue until now. Today, for the first time, I ordered online and received two quart ice creams that were completely melted, despite living less than ten minutes away from the creamery. When I called to address this, I was informed that I could return them for a remake. However, upon arrival, the staff assessed the situation and claimed they couldn't remake the two quarts because they were lower than expected. Well, of course, they would be after being melted!

The first order was entirely unusable, and the second was so soft it was practically liquid. The manager, or someone claiming to be the manager, expressed concern about reselling melted ice cream, but I pointed out that it shouldn't have been given to me in that condition in the first place. When she suggested I could simply refreeze it, I found that utterly ridiculous. Has she ever tried to refreeze melted ice cream?

Initially, I was met with resistance when I requested either a remake or a refund. I made it clear that I'm a loyal customer who has never lodged a complaint before. This situation has been incredibly disappointing. Additionally, there was a short, dark-haired Asian employee who was very unprofessional and confrontational. Overall, the customer service I received today was subpar and unacceptable. I've also included the first ice cream I received at home and the second remake at home. A...

Very disappointed with this location. They need to learn customer service skills. It looked like it was all teens working which is awesome but wow the way they handled my situation was very shocking. We got there and had to wait for like 15-20 min because it was so busy. I ordered my ice scream and went outside to eat it. I took 2 bites and saw a small hair which I thought was an eyelash ( possibly mine) so I tried to remove it but when I realized it was not I went back in. I quietly called a young man over and told him. He grabbed a small spoon and scooped the hair out. I assumed he was going to go show someone as he walked away with it leaving me with the remaining ice scream in the bowl. He tossed the spoon and came back saying “is there anything else I can do for you?” I was shocked that he assumed I would eat the rest of my ice scream. I told him I wanted a refund and he looked surprised. I stood there for a while waiting for someone to come back and give me my refund. A young gal approached me and asked again if I wanted a refund to which I said yes. Every person including the guys had long hair which is disturbing to see without hairnets when they mix the ice scream. I will never go to another cold...

The ice cream is good of course But the customer service could be better from the ladies that work there (m sure men work there too but I've only ever encountered a staff of women) seems like every time I go into this particular one although it's always crowded which I understand happens that's fine and I appreciate if the try their best to serve you They could be better at getting orders done (and to make sure what they make isn't stuffed inside the cup so much that excess ice cream leaks out the side) but worse of all to not even aknowledge a customer especially one that had been waiting for a good 15 min 10 of which was after the 2 customers ahead of me were gone Seemed like there was enough people working to not have to wait that long but as they walked by no one said "we'll right with you" But if you'd rather answer your apple watch instead and not apologize for the wait or say thank you for being patient then I can...