Cold Stone Creamery — Restaurant in Dyer

Definitely will never go here again. I am a 1 -2X per week customer that never spends under $7-$8 at any given time, typically my purchase is over $20/visit (ice cream for 3-4). My daughter is also a frequent flyer, as well. I always get the same thing. So, I know what I am ordering and what to expect.

A couple of days ago, I purchased my ice cream (Gotta Have It size) and as usual, I get pecans in it as the mixer. When I started eating my ice cream, I realized that I would only taste the pecans about every 2-3 spoonfuls. I get the same order for myself and that is one of reasons I chose to spend this much money for ice cream. I am able to individualize my order.

When I called yesterday, I got Theresa, "the asst manager", who basically told me the amount of "mixer" was a set amount and sometimes it just doesn't get mixed well. Well, if I was living in a era where "pigs fly", this might have have been an acceptable answer. However, even if that was the case, you have a problem with inconsistent service provision from your staff (some mix it well and some just dump in in the ice cream and wrapped up and send you on your merry way). Ice Cream is a treat and I want enjoy it the way I expected it to be when I chose to buy it. I am not trying to get free ice cream. I am a paying customer who had a concern and tried to get it resolved. Theresa, very much tried to overtalk me and make final decision about how this was going to go. She took me on a tour around what the ColdStone process is and told me that there was nothing she could do.

She mentioned that the "owner" makes all the decisions, so I asked when "he" would be available. She told me in the morning (today) but that she speaks "for him" and that I would get the same answer. I informed her that I would take my chance, because now I want to know whose business I am supporting. I called this morning, and of course, Theresa answered the phone. She wanted to know what my call was regarding and that she could handle my call.

When I explained to her that she was the one that informed me about the "owner's" available was this morning, I insisted on speaking to him. To appease me, she "pretended" to go and speak with him. When she came back she began to explain to me the "policy" again about not remaking my order. Even in spite of the fact that I still had the ice cream and my receipt. I stopped her to asked was the owner going to come to the phone and she said he told her to deliver the message that " there was nothing that they could do".

Of course, as with any company that I pay (not free) for a service, I informed her that because they refuse to rectify a concern in good faith, Coldstone will lose both myself and my daughter as customers, and I would leave a review about my experience. She stated that is fine, "do a review" or "whatever you want". I think that business owners have lost their way when it comes to maintaining customer satisfaction. Is have the process for addressing a customer concern worth $7-$8 a good resolve to prevent losing a frequently returning customer, who has been faithful since the store opened. If you, sir and ma'am, see that as good policy, I don't need to do business with you any way because what else are...

I bought a large round ice cream cake for my dads birthday and after we cut it into it and started enjoying it, one of my nephews got some weird plastic in his piece of cake (pic attached) and almost choked on it. I reached out to the store and at first they were willing to help and said they’d reach back out to me with options for a refund or some credit but it’s been almost 6 days now and they’ve basically ghosted me. Very disappointed with the service they provided. I also live a little far from this location so this was just all such a big inconvenience having to go back and all

UPDATE: Lisa called me back and took care of the situation so I do appreciate the store working with me on this matter. It seemed like it was just a one time bad situation kinda thing. Also the store manager Lisa was trying to call me back on the following friday but the thing was I was at Verizon switching over from T-Mobile to Verizon so they were trying to call me back in between that time period when I had no access to my phone… just a unfortunate situation mixed with some bad timing…but now I can confidently say that this ColdStone location has most definitely regained my trust and respect! Will definitely return once I am back in...

Find another Cold Stone...been coming to this Cold Stome since its inception and never had any problems with their service until tonight. I had 3 loyalty punch out cards that had earned 2 free ice creams. When I tried to use them the young lady told me I couldn't. She told me "we don't take these anymore". Ok, but there is no expiration date on the cards. I asked her to call her manager, in which she did, but they still would not honor there OWN cards. I could have easily paid for my ice cream, but for me it was the principle of the matter. As I long time customer you would like that they would treat their customers with a little more loyalty as well. So very dissaappointed... The young lady actually told me to take them to another Cold Stone to see if they. Would honor them I just threw my hands up in disbelief, because these reward cards came from my purchase sin Dyer. I will be taking my business...