Cold Stone Creamery — Restaurant in Federal Way

This place has been nothing but a disappointment. I am pregnant and constantly craving cold stone. I order Uber eats to get it-and the order is almost always incorrect. Uber eats does not open the bags to check the order, but, they do verify the order when they pick it up-they have even caught a few mistakes while watching the orders being bagged before. I have had waffle bowls missing every other time (I’ve ordered from here at least 25 times) and even received an entirely wrong kind of ice cream several times. Uber eats has stopped refunding us for the errors because it has happened so much-they suggested we follow up with the restaurant. This last time my ice cream was the wrong flavor, with a small spoonful of the CORRECT flavor ON TOP OF THE WRONG FLAVOR. We called and spoke to the guy that noticed the error and added the scoop of the correct flavor. He said he knew it was wrong but sent it out anyways because he didn’t want to argue with everyone else that said it was correct. WHAT!! We have now called three times to speak to someone about the issue after not hearing back the first two times we called-we were told the OWNER would return our call. It has now been SIX DAYS with no phone call. First of all, we shouldn’t have to call to follow up with an issue when we were told we would be called the next day. Secondly, the fact that the manager has now given the owner our contact info THREE TIMES and we have not heard back is the worst customer service I have EVER EXPERIENCED. Not only do you owe us a refund, but, you should be ashamed of yourself for being such an irresponsible business owner. DO NOT order from this...

great ppl until i brought my service s animal in. i walked in, no one was in line so i walked up she started ordering them a girl comes RUNNING OUT and informed me no animals allowed which i understand, but informed them it is my service animal by this point i have him outside the door waiting for me and the girl left. the other employees were nice but seriously?? he has his gear on.., then she rang me up so fast i wasn’t able too use the $5 coupon i had and didn’t even bother too ask if i wanted anything else when i was clearly waiting on them. do not discriminate against ppl!! my dog is trained for this, i didn’t pay thousands for hid training to be discriminated against. i get asking if he’s a service animal is awkward, but what is worse is she ran up too me and told me my animal isn’t allowed. and also refused me to use my coupon when it was printed by her and because i go there. i’m super disappointed. if they would of asked instead of assuming it would be different. i should not have to walk in and announce i have a service animal especially when it’s a food place and i know better.

btw thank god i left in time bc by the time my dog alerted me i was already into an episode.

stop abusing the system...

Changing from 5 to 2 stars.

I love Coldstone and love coming here the customer service is usually great. However, my visit last night left me upset and uncomfortable and it wasn't just me. Other customers agreed. There were 3 Nice kids (probably teenagers) making ice cream for a rush of customers about 15 minutes before closing, but the manager, or whoever he was (Asian man with dark hair & I believe he had glasses) was terribly rude to all of them. Shouting and screaming at them when they already have enough pressure to remember what everyone's orders are since the group in front of us had about 10 people and we had 4 orders.

The workers were all polite and held their composure and did a great job as this man proceeded to shout and yell in front of everyone. I had my kids with me and there was also another child there and it made my daughters uncomfortable also.. When there's a problem, you don't solve it by shouting and yelling at your employees. Especially with such rage and in front of customers! It was a disgusting...