Cold Stone Creamery — Restaurant in Covington

I’ve been coming here for some time now (which is why I give two stars) as its pretty close to my neighborhood. I’ve always wanted to try their cakes so I placed an order for the large rectangle strawberry cake (which feeds 50 ppl and was $58.00) for my daughters third birthday.

Something came up that prompted us to cancel our order (a family member, going into the cake business wanted to make the cake instead) I called exactly a week after I placed and the order in store and paid for the cake to cancel. The order was placed a month in advance so technically I canceled three weeks before the cake was set to be picked up or even made.

First. The employee didn’t know how to process a refund. So I stayed on the phone while she called her boss and the owner (I was told she was the owner) Pena Ruiz. Their conversation concluded with I’d have to bring my card in for it to be refunded. Which was understandable. I said no problem and that I’d be in today or tomorrow before they close.

Second. I received a call shortly after (they had my phone number due to the cake order) the employee I spoke with said the manager told her that I would need to be in today or I wouldn’t get my refund. “For financial reasons.” Is what the owner said as to a reason it had to be today.

As a business I’m pretty sure there are acknowledgements and notices that customers need to be made aware of if your going to withhold funds upon cancelation. Which I didn’t see, I was not made aware of and this business practice was not brought to my attention when I originally placed the order so there fore should not have been used as a threat to try to deter me from canceling.

Either way, I was in the neighborhood so was able to get my refund. The owner was not on site, so I was unable to speak with her about her refund policy for canceled orders.

Moving forward for “financial reasons” I will probably never order a...

We ordered a “create your own photo cake” ice cream cake for my son’s birthday, and put it in the freezer for a few days until his party. When we pulled it out at his party, we attempted to put candles in and they would not go in. We then cut the cake, which was very difficult. I had to use a bread knife and saw at it, and it made a mess (amid people gasping at the sounds). When I finally got through the photo layer, the cake cut easily. As we began to eat the cake we noticed there was a thin white layer of plastic. And no, this was not the sugar layer. It was a thin, tough layer of white plastic that should have been removed before the photo layer was put on top of the cake. If you read the instructions for these edible photo printers, they clearly say to remove the white plastic layer. I sent an email to the store and got no response. A few days later I called the store and talked to the manager. She called the owner and then called me back. They decided they would not give me a refund because I did not bring the cake back. What was I supposed to do, tell my guests to put down their forks and wait for a few hours while I run to Cold Stone to get a new one? I can understand that somehow someone missed the memo about removing the plastic, but then to not even offer a refund is unacceptable. Do not go here, because they don’t care about you, the customer. They even went so far as denying that there is even a plastic sheet that needs to be removed. I told them I could bring it in to show them, and they told me not to. Well, now...

i truly adore the staff at this location! i stop by often on fridays (on my way home from work) and i am always greeted with smiles and a welcome in! i don’t know all the staffs name bc others deserve shoutouts but my biggest shoutout goes to LEVI he is seriously so sweet, ALWAYS smiling and he asks about my day, makes conversation more than just my order! Levi truly stands out! Also, simra is so sweet 🥺 she is always so fast and works hard! i just wanna shoutout the evening team on fridays (that’s when i come) and they always make sure you’re happy with your order before you leave. i truly appreciate good customer service because i am in it as well… and it can be hard - but with this group they seem happy to see you! so thank you 🙏🏼 i will continue to travel to covington to see them, i’ve been to a lot of cold stones and this one is the best - personally. i can’t wait to brag about them to their boss! 🤗 keep it up!

p.s. BEST ICE CREAM EVER. ITS MADE...