Cold Stone Creamery — Restaurant in Florida

This saddens me to do this since I've been going to cold stone for 15 years... However... I'm a very easy going person bc I myself work in customer service, so for me to write this means I'm upset! They ripped me off on my toppings and charged me for something that was incredibly unproportionate (ratio of toppings to ice cream is just little to non). I ordered a whole tub and they were giving me toppings for a like it. I was a regular till it came into new ownership. The girl who made my ice cream refused to put an extra topping -which I paid extra for- bc "the consistency would change" despite the fact that I told her I didn't care. To me that's just being lazy because you don't want to do your job. If I'm being polite whilst telling you that it doesn't matter that "I eat it however, bc that's how much I love cold stone and that I am willing to pay" means it is my discretion bc I know what I like. It's not up to the person serving the ice cream to tell me how I prefer it bc you don't know me but apparently still, I don't know how I like my ice cream. Mind you she still refused to add my topping after I told her that. This is not the first time I experience their terrible customer service. Aside from the fact that they don't greet you upon arrival, there was no one in the front when I arrived, they're speaking a foreign language and laughing before they even addressed me. It just looks bad. Needles to say, I am SUPER dissatisfied and I don't normally review places but this just irked me to my core. Customer service and new ownership sucks! Never going back, and if I could give them a...

I have NEVER had a bad experience at ANY Cold Stone until today (and I've been to them all across the country)

They would not honor a Groupon (never had problems anywhere else) and the manager was extremely rude and arrogant.

I found out the franchise changed ownership and this group is horrible with customer service. The manager called the owner and he was no different.

There is another store a little further away and I will be going to that one from now on.

This store just lost a TON of business from me and my referrals.

UPDATE:

I received an email and a personal call from one of the owners after the visit. It is rare that an owner would reach out personally, and I appreciate the effort - this is an example of how true customer service is exemplified.

Apparently the details on the Groupon were not accurate - Cold Stone's are independently owned and there is no Corporate Groupon usable at every store. The Groupon offer on the web site did not clearly state the terms so it was more Groupon's fault than this CS store.

We discussed the other concerns and I found out this store was recently taken over in June/July 2017 and some of the issues that occurred were due to ongoing training and the bugs of getting the store operational. The owner was very apologetic and took the time to seek solutions and input on how to improve the customer experience at the location.

I will be visiting again soon to give this store another chance and will...

I have visited Cold Stone many times and it has always been good until this time. I decided for the first time to order on the app, and my order was stuck in progress for about 40 minutes. Once I arrived at the store to inquire about my order, I wad told by a girl at the counter (possibly a manager? not sure) that my order has been done for a while, but they don’t have something in store to notify me on my app if it is ready. I was confused at the fact that my order still said processing, and she acted like I was an inconvenience to her. It was just really upsetting after a long day of work to be treated by someone mediocrely when all I was doing was inquiring on the status of my order. I asked how I could do curbside in the future, and she acted like I should know to call the store when I arrive. If you don’t have a way to notify your customers on when their order is ready, there is no reason to get upset with me when I asked about it. Maybe you can call your customers when the order is ready if you expect us to call when we are at the store...