Cold Stone Creamery — Restaurant in Chino Hills

Annually, I purchased my husband's family birthday cake at Cold Stone. We have been coming to this location for over 10 plus years. We order this same cake ever year the strawberry Passion which is a standard Cold Stone cake. Tonight when I went in I received the worse customer service imaginable. Young man behind the counter could not answer a simple question about how to order the cake for pick up on Saturday. When I asked him to put the cake on hold the response I received was maybe it would be there maybe it wouldn't. I asked for the name and the phone number of the manager. Response was he didn't know who the manager was and could not seem to give me any information. At that point, I told him that if they could not order the cake I would walk out and go to Baskin Robbins. Employees response, "OK". How sad that this employee is representing someone's business. ***UPDATE The owner Vincent called me and further convince me that my decision not to return to Cold Stone was a good one. The purpose of his call was to "educate me" about his staff. He did not ask me about my experience, but told me he was aware of what had happened. At that point he spent time defending his staff member. I pointed out the lack of customer service. Vincent told me this employee was a good kid and that I needed to understand he was 18. My response was he's representing your business. Vincent did not apologize nor seemed interested to see how we can resolve the problem. Truly baffled why an owner would call a customer if not to resolve the issue to retain a customer, I asked him what the purpose of his call was whether it was to work something out and I would return to purchase a cake. Nope, Vincent did not seem interested. In fact his response was he called to tell me his policies. Thank you Vincent. I now know your policy and appreciate the fact that I'm going to keep my money. After 10 years of patronage at your location you have now...

I have ordered twice from Cold Stone's once through GrubHubthe first time from GrubHub the kid left the ice cream on the sidewalk not even the front door did not call me did not knock did not text me he just left the ice cream there and drove away without any notification! Obviously by the time I checked outside again not knowing I had to check on the sidewalk for my front door delivery it had been 25 to 30 minutes since the little boy delivered my ice cream. The next time I calledback to let the manager know what had happened she gave me a discount which miraculously disappeared when I called the second time to reorder again. This time it was a gentleman you could tell they were busy but it does not give anybody any reason to be rude and hang up!!! He had a Latin accent AND WAS EXTREMELY RUDE AND SAID THAT'S NOT MY PROBLEM AND HUNG UP ON ME! WHEN I TOLD HIM THE WEEK BEFORE THE MANAGER HAD GIVEN ME A DISCOUNT AND HE SAID NO WE DON'T DO DISCOUNTS HERE I DON'T KNOW WHAT YOUR PROBLEM IS YOU GOT YOUR ICE CREAM RIGHT? AND I RESPONDED KNOW I GOT MY SOUP!! WHEN I ORDER ICE CREAM I EXPECT TO GET ICE CREAM NOT CREAMY MELTED SOUP!!!! I DID NOT GET A CHANCE TO ASK HIS NAME BECAUSE HE HUNG UP ON MEBUT IF I TRIED HARD ENOUGH I COULD FIND OUT BECAUSE I HAVE THE DATE AND I'M SURE NOT TOO MANY HAVE HIS ACCENT!! AND I AM NOT BEING PREJUDICED BECAUSE I AM MEXICAN AND HE WOULD HAVE UNDERSTOOD ME BETTER IF HE QUIT TRYING TO PRETEND HE COULD SPEAK ENGLISH AND IF I SPOKE SPANISH TO HIM AND HE KEPT ANSWERING ME AN ENGLISH LIKE HE WAS EMBARRASSED TO SPEAK SPANISH BACK TO ME!!! AND SINCE HE WAS THE MANAGER I COULDN'T GO ANY HIGHER BECAUSE THEY ARE...

UPDATE: After we contacted Coldstone headquarters, the store owner/manager contacted us to let us know our refund is available when we want to pick it up. Refunded in cash. Before that, crickets and attitude. At least we got a refund. Still, it was awful business practice by the owner/manager. Original post: Last week we purchased a $50 large round ice cream cake and a large tub of ice cream. Spent $78 + tip for the awesome young lady behind the counter who mixed our "everybody's" size tub (that was great!)! The ice cream cake tasted awful, like it was old and had FREEZER BURN and it had ice crystals around it! We contacted the store about it and asked for a manager to call us back because this should not happen if they keep their inventory fresh. NO ONE HAS CALLED BACK and it's been several days. Sadly, it appears they don't care about the quality of their cakes or their customers. I would not recommend buying a cake from this particular Coldstone store. We were embarrassed when our guests were spitting out the ice cream cake and leaving it on their plates. We have never had an issue at other Coldstone stores or this one in the past. I imagine the Coldstone parent company would not tolerate this kind of business practice from one of their franchisees. I will update if they do give us a call to offer an apology and make things right. The bright side is the freshly mixed tub and the young lady behind the counter were great. But the cake was just garbage and a...