Cold Stone Creamery — Restaurant in Florida

3/25/23

I typically love going to this location. I have been going for a few years, but my past two experiences have been quite negative due to a blonde female employee that's served me the past couple of times. My first experience was okay; she was pretty swift with her service. However, she started putting together my specialty order before I had the chance to finish my sentence; I was trying to add an additional ice cream flavor. It was kind of a bummer that I didn't get to have the creation I had my mouth set on, but I didn't correct her on this since she had essentially finished the creation rather fast for a busy Saturday afternoon near the Wellington Mall, so I get why she could've been rushing me.

On the contrary, today at around 6:30 pm this Saturday afternoon, I went with my family, and we got the same blonde female employee. I asked her for a Like-It of the Chocolate Devotion and a Love-It-sized cup of the same flavor. Shortly thereafter, we noticed that she was at the blender making milkshakes instead of creating the cups. When she approached us with the milkshakes, we decided to keep the larger milkshake to avoid having her start all over again for both items, so I asked her to create a Like-It cup of the Chocolate Devotion for our daughter. The blonde female employee paused and said frustratingly, "You said chocolate shakes. Not the cups. I asked you and you confirmed the shakes." Confused at her sudden change in demeanor, I responded, "I said the Like-It/Love It cups for the Chocolate Devotion. Never said the shakes. My family and I have never tried the shakes here, unfortunately." After glaring at me for an extra second, the blonde employee created the Like It cup for my daughter, but the entire time she had an attitude. Even my husband and child noticed. I honestly felt uncomfortable and had to ask my husband to order my ice cream because of how awkwardly tense the employee made things.

Harsh movements, glaring, and silence from this blonde female employee wrapped-up this experience. Really a cold, stone experience...

BE CAREFUL WHEN ORDERING ONLINE FOR DELIVERY, THEY MESS UP THE ORDERS AND THEY EXPECT YOU TO DRIVE TO THE STORE WHEN IT WAS THEIR FAULT, TO GET A NEW ICE CREAM! I LOVE COLD STONE ICE CREAM, BUT THIS EXPERIENCE HAS LEFT A REALLY BAD TASTE! WHEN A CLIENT PAIDS A DELIVERY FEE, A TIP, AND A CHARGE FEE FOR THE CONVENIENCE OF THE DELIVERY AND THEY ORDER SENT YOU THE WRONG ITEM, AND ON TOP OF THAT THE BUSINESS DON'T WANT TO TAKE ACCOUNTABILITY FOR THEIR ERRORS. WHEN I RECEIVED THE WRONG ORDER I CALLED THE STORE IMMEDIATELY, THE STAFF IS NOT PROPERLY TRAINED TO DEAL WITH ISSUES LIKE THIS BECAUSE THE LADY SAID LET ME SEND THE OWNER A MESSAGE, AND HE WILL GET BACK TO YOU, 2 WEEKS LATER WAITING FOR A RESPONSE, THE OWNER ASKED ME IF I TOOK A PICTURE? NO ONE TOLD ME!!!! HE SAID HE WOULD RE DO THE ORDER FOR ME BUT I HAVE TO DRIVE ALL THE WAY TO THE STORE TO PICK IT UP! ( WHEN I PAID FOR MY ORDER TO BE DELIVERED ) DANIEL THE OWNER AND EDWIN THE MANAGER ARE A JOKE! WORST CUSTOMER SERVICE EVER!

UPDATE: I HAD TO PLACE A NEW ORDER ONLINE IN ORDER TO BE ABLE TO GET MY ''REFUND OR MY ICE CREAM RE DONE'' , ITS NOT LIKE THE STORE GAVE ME A FREE ICE CREAM! I STILL THINK THE ISSUE WAS NOT RESOLVED PROPERLY, SINCE THE STORE MESSED UP MY ORDER THE ONE I PAID DELIVERY THAT IS NOT CHEAP, THEY SHOULD COMPENSATE ALL THAT PLUS THE INCONVINIENCE THEY ARE CAUSING...

I usually don’t write a review unless I am extremely impressed with the level of service I received. However, I had such a terrible experience at the Wellington location of Cold Stone Creamery on Monday March 29, 2021 that I feel compelled to express what happened. My coworkers and I placed an order for 3 different ice creams and when she got there to pick up the place was packed, she picked up the order and brought it back to work. When she got back with it, I noticed what I ordered was not there, so she called and spoke to someone who realized they made the order wrong and offered a store credit or to remake the order and for us to pick it up. So we asked for the order to be remade. In the meantime, I ate the ice cream they gave us and 15 minutes later as I was getting back to work from picking up the right order I began having an allergic reaction. Luckily, I work in an Urgent Care and was able to get the care I needed right away or it could have been worse. It’s been 3 days since the incident and I still don’t feel 100% right. I hope this review helps this location and others to ensure that they give customers their correct order because I would hate for this to happen to...