Cold Stone Creamery — Restaurant in Cary

I ordered a custom cake for my husband's birthday. It's his absolute favorite cake and a big highlight of his birthday every year. The order was placed over the phone several days in advance. I reviewed the specifics several times when placing the order, had them read back to me, and then had the entire order reviewed at the end of the call. The order form I reviewed when I picked up the cake was correct, and the exterior of the cake looked correct. However, when I sliced it later that evening I immediately noticed the ice cream was completely wrong (vanilla, and I ordered chocolate with peanut butter mixed in). My husband was super bummed. :( I immediately called the store, and the best they could offer me was to return that cake and get a different ready-made one from the cooler. Obviously that was a nonsensical option, since that cake would be just as wrong as the one I already had. They couldn't remake the correct cake, because it would take 24 hours, and they couldn't refund my money, since apparently there was no one in any position of authority staffing the store. There was also no apology for the error. I called the store the next day after being told there would be a manager on duty to address the issue and a "shift leader" took my call. I explained again what had happened and once again, no apology. She said they could remake the cake or refund me. Since his birthday was now over, I stated the refund would be the better option, but given the impact of the error, I thought it would be a nice gesture if they would also remake the cake. She stated that she could not do both. I advised her that if that was the level of customer service I could expect, I wouldn't be returning in the future. Her response was "OK." I went back to the store, explained again the situation to someone behind the counter, provided the correct order form and showed pictures of the incorrect cake, and received my refund. Again, no apology or even so much as an acknowledgement of an error/acceptance of responsibility. Order custom items at your own risk, and do not expect any measure of customer service at this location. Poorly staffed and poorly managed, they do not care about...

Pay attention to all of the recent negative reviews - they could not be more accurate. I wish I had before stopping here. Customer service is beyond HORRIBLE. I stopped in today and was flabbergasted by how dirty the place was. 2 girls were working and not one said hello. They looked truly disgusted to be there and their attitudes proved that. I was bringing my son in to celebrate his honor roll report card. We ordered our treats and I was talking while she was making my sons so I did not look at what she was doing. As she went to make mine I looked over the counter and saw what a minuscule amount of toppings she was adding in - literally the least I have ever seen added in when having ice cream at a Cold Stone before. I asked nicely if she could add just a tad more - so she did literally that (about half a spoon full of graham cracker crust). I just ordered the SAME concoction at the Apex store a week ago (a million times better of a location) and for the one I got they put caramel on the top. This girl did not so I asked if she could. She puts a little on then goes to ring it up - charging an extra $2 for the little bit of extra she added. I told her that I had never been charged for just putting the average amount of toppings and she said "well nobody has ever charged you right". She literally MADE ME ANOTHER ONE WITH EVEN LESS THAN THE FIRST ONE AND THREW AWAY THE FIRST ONE WITH THE "EXTRA" TOPPINGS!! Just tossed it in the trash. It was so very wasteful and just beyond ridiculous. My son goes to sit outside and eat his and he said there was next to no toppings in his either. So, it was dirty, horrible customer service AND wasteful. AVOID and just drive out to Apex or another nearby one. In 10 years of visiting Cold Stone I have never had an experience like this. The manager needs to really get on this as the employees are running it down. If there is a short dark haired girl working...

Sooooo, Cold Stone Creamery on Crossroads blvd Cary NC just let my 15yr old go because she is SICK and missed two days(YES SHE COMMUNICATED WITH HER MANAGER)....I mean she was sick sick...can't swallow, couldn't get out the bed, coughing and mucusy......They told her that SHE STILL SHOULD HAVE CAME IN SICK LIKE THAT, SO THEEEYYYYY CAN JUDGE HOW SICK SHE IS!!!(So they serve ice cream AND they are doctors) And the reason that they put for termination was " Her behavior and responsibility" .....What behavior? Her getting all kinds of attitude from the Impatient white customers on her SECOND day and her MANAGERS said or did nothing to defend her and our daughter SMILED and was PLEASANT anyway???? THAT BEHAVIOR??????SOMEBODY PLEASE MAKE IT MAKE SENSE BECAUSE IT DOESN'T!!!!! I could have sworn NOT COMING IN SICK TO SERVE FOOD WAS GREAT RESPONSIBILITY!!!!! I THOUGHT TAKING CARE OF YOUR HEALTH WAS ALSO GREAT RESPONSIBILITY!!!! THIS IS A PRIME EXAMPLE OF WHY YOU GOTTA BE CAREFUL EATING AT THESE PLACES..THEY DONT CARE ABOUT THEIR CUSTOMERS thry are WILLING to SPREAD GERMS and SICKNESS) NOR DO THEY CARE ABOUT THEIR EMPOLYEES!!!! Now the child is all bent outta shape and upset over loosing HER FIRST job because of a SICKNESS THAT SHE COULDN'T HELP,she is 15 and this place ALREADY has her thinking she has to put HER HEALTH to the side for A company!!!! Smh...