Cold Stone Creamery — Restaurant in Florida

We went out of our way to try a local business. Unfortunately, not all these stores are the same. We ordered online to avoid the small crowded store. The online pick up times started an hour after we completed to order and continued in one hour increments. No worries grabbed dinner then pulled up at our scheduled time ... only to be told NOTHING we ordered (mind you we ordered 8 pints with sides for each) except for one ice cream flavor was available, not even the sides & “they were sorry they meant to call”. They proceeded to leave me to help the customers at the counter & said sorry let me finish this real quick... I am high risk & had my service dog in the car thinking I would be 2 mins. They then grabbed another worker & she said yeah sorry we don’t have most of the stuff on our site, we haven’t updated it in a while. I confirmed I would just take the one flavor they had ready & refund the rest, apparently that wasn’t ready either & was followed up with having to “call a manager” as” because she couldn’t figure out what I had already been charged or what needed refunded. Waiting another 15 minutes I had to move out of the store to avoid the 5 other people now waiting and being helped in front of me and not being able to keep social distancing. On my way back in, waited another 10 minutes to be told I could pick out other flavors that were available there which none were what I wanted but just wanted to get out of there & couldn’t wait for the manager to return a call saying if I was charged or what I was charged. . No refund. No discount offered. While she apologized it took another 15 minutes to get my new order together, luckily I checked before walking out because the only one thing they did have that I already paid for prior, she forgot to put in the bag, also talking to another customer with her cell phone out showing her something. After getting home and finally being able to enjoy what I’d waited almost 2 hours for, the flavor was bland and half frost bit ice chips inside, it was all over the container. I worked at DQ when i was young for years and the owners would have easily gave not only the order for free but a gift card for the same order so we could “try & start fresh earning your business. Avoid this store until they get some new training and update their online menu to match their stock flavors. I did tip them a small amount because I do know mistakes happen so I am hoping not expecting a tip & getting one helps opportunity...

Very poor and unsanitary experience at this location. I made an attempt to discuss this issue with management because I believe in providing feedback considering people cannot fix what they do not know, however management never even returned my call. I will not return to this location. And I have had poor experiences at this location previously however this one was the worse. And with it being unsanitary I cannot make another attempt. Beyond that, the staff was rude and insulting and even though I made an attempt to explain things to the staff in a calm manner and I wasn’t rude in anyway, the young ladies snatched that ice cream from me and told me to move out the way. It was embarrassing for me and just unnecessarily rude. I was buying ice cream and added 5 extra toppings. The girl advised that even with the extra toppings I will still only leave with 8oz of ice cream. This makes no sense. If you start with 8 ounces and you add five extra toppings there is no way that it’s going to remain 8 ounces. That’s illogical. And with a dollar per extra topping, equaling five extra dollars, it does not make sense to discard anything over the 8 ounces which is what the young lady did. She threw the extra away. I simply tried to explain to her that if you’re adding all those extra toppings it’s going to exceed the 8 ounces ie grow in size. For some reason she could not grasp the concept! I don’t know what school she attends or if she is still in school, hopefully she is! But she completely disagreed and said I should get the same amount of ice cream even though I’m adding all that extra stuff to it. I understand getting the same amount of ice cream initially but once you add all that stuff to it the amount that I leave with should be more. That is simply all I explained and she snatched the ice cream away and told me to move out the way. What am I paying five dollars for? And with the amount of money I typically spend here, I can just go somewhere else. At the very least people should treat people how they want to be treated. But when you’re a business you should at least be kind. This staff needs training on how to...

I will be calling cooperate in regards to my experience with Samuel and Adriana who mentioned she is a manager. We called and ordered my son a cake and the process was very smooth. Today as I called to pick up the cake a gentleman picked up the phone and told me that there was no cake available in my name. I told him the full process I had which was picking out the images by text message and he denied that I had did any of this and that this is not what coldstones offer even though I have proof of doing this for 3 years straight. He proceeded to send me to the Brandon location and I disconnected the phone. I went to my call log to called the number back and there I reached who said her name is Adrianna and that she was the manager she even told me that the gentleman’s name was Samuel. After I told her the situation she started lying to cover up his mistake instead of apologizing and being honest about why he was trying to redirect me or make the process hard for me to pickup the cake that I already paid for. This happened today, the day before thanksgiving knowing that they will be closed tomorrow. I will be calling cooperate in regards to...