Cold Stone Creamery — Restaurant in California

Love Coldstones ice cream, but SM location has made me a customer for the last time. I've gotten the waffle bowl on a few occasions and most times the freshness was questionable. This time, not only was the bowl stale, but the ice cream was melting before I could get out of the door. When I tasted the bowl, I went back in and asked the young lady who served me if she had a fresh product and she said she didn't. She then said that was the reason why she didn't charge me for it, which I didn't know, because the prices are always inconsistent. I've come to this store occasionally, and there really is a lack of customer service, and I've ignored the unfriendliness and lack of courtesy, but when you're serving consumable food and the product is sub standard, OWNERS should take notice. And she did try to make it right by giving me a store bought waffle cone, of which I thanked her. I will not usually take the time to write a post on customer service issues, but after reading some of the post before mine, I think making things right should be the store...

My friend within the last 2 weeks purchased 2 Peanut Butter Playground cakes and the first one had no layer of peanut butter, just the reese's candy on top. The second one had neither reese's in the ice cream or PB. This occurred after my friend questioned the employee if they had changed the recipe and she was told no! She was told if the cake had no PB in it again to bring it back and they would replace it. She took a slice as requested and again no PB. After returning cake she was told by a Jasmine, Supervisor that returns can't be made & only offered 25% off another cake. Calls to owner have not been answered, poor customer service at the least. The menu states what is expected in the cake, false advertising. She has been a loyal customer and has purchased at least 50 PB playground cakes with no problems until the last 2. Supervisor stated new employees were making the cakes and probably will need to be re-trained.......Still poor customer service as consumer gets stuck with the price of the errors! These are not cheap...

Two orders, two huge issues in ordering and customer service.

First, calling the location is worthless. Either it rings until the phone company tells you they can’t come to the phone. Or they answer and are supremely unprofessional.

I just ordered on door dash and as a lifelong customer of Cold stone, I can tell that there was no where near the double mix ins I ordered.

Cant call the shop to talk to a manager. Even if you go in to the store, the employees won’t point you to a manager or help you get in touch with anyone.

It’s easier to buy of the shelf than to think these people will get their act together and...