Cold Stone Creamery — Restaurant in Fort Worth

UPDATE-JANUARY 13, 2024 MANAGEMENT PROTOCOL ISSUES

I’m reducing my initial 5-stars to a 1-star. I’ve been wanting to do this for awhile but it’s gotten to the point I stopped going in there for the most part unless it’s super slow like it was tonight.

If a customer orders via a third-party app and there are issues with the order, the teenage staff is not allowed to contact the delivery service (the customer service number is printed on the receipt). Management puts it on the driver to contact the customer after they show up to address the issue. If the customer doesnt answer the call or respond to the text, the staff are not allowed to do anything except to encourage the driver to let the order go. Which in turn rolls to the next driver then the next driver, instead of calling customer service to get the order cancelled or cancel it on their end (which I know they can do because I have witnessed other restaurants do it multiple times).

By allowing multiple drivers show up for an order that cant be completed not only wastes the time the driver has spent driving to their location when they can be working another order that can be completed and get paid for it, they are wasting their customers time who pre-paid for their order.

If you’re unable to keep ingredients in stock on a regular basis (which is the case for this location) take the initiative to call the delivery customer service number and get it handled BEFORE A DRIVER SHOWS UP AND STOP WASTING PEOPLE’S TIME THAT YOU DON’T PAY FOR.

Continuing your current protocol is not only unprofessional, it continues to foster a very poor business partner relationship on your end.

Sunday, July 16, 2023-To the very young team who was working on the clock at 8:45 pm; each one of you deserves a bonus. I’ve been picking up orders here for years and have never seen this location packed with the line almost to the entrance with every table occupied. It’s a hit or miss with staff this young at any service oriented business, but tonight it was an all hands on deck type of night. Every single person stayed on top of their tasks, had great customer service and worked very quickly with a lot of patience. I really hope management sees this review and does something special for this team!

Also, I’m a customer and have always enjoyed everything I’ve ordered with...

My family stopped by specifically for their specialty Halloween items and they were out of everything. Well, they could still make the Monster Mash but they were out of the Halloween cups in our ordered size. Shocker. I placed my $30 order online and when I asked if they could just cancel my order the young man I spoke with said I couldn't get my money back since I placed the order online. He kept leaving to ask about things. He mentioned that I placed my order with DoorDash, and when I said I didn't order through them, he said, "Oh, who did you place it with?" Cold Stone. Through your website. The manager finally came over and said they could make everything, but it would just look different. I told him that I knew it might sound weird but we came specifically for the Halloween items, so if they couldn't make it exactly how I ordered, please just cancel it. To which he responded, "I can't cancel it. I can only refund it." I'm sorry, but to me that's the same thing. You give me my money back that I've already paid. Same thing. We drove 20 minutes to the Southlake location and they had everything, just in case other families are making the trip specifically for these Halloween items! 🎃...

Ordered food on DoorDash at about 9:55 PM. They close at 11 PM so it wasn’t to close to closing. Then I get a notification the ordered was canceled so I called them and asked why,

Here’s my account of the conversation

Me: Hi I just placed an order on doordash and it got canceled I was just wondering why

Her: ummm..sooo...ummm.. it is kinda busy right now so we just canceled the order

Me: so Y’all just canceled my order (by the way orders don’t need to be made immediately with doordash especially a simple order like this 3 small ice creams, smoothie, and brownie)

Her: yeah

Me: so can I do a pickup order?

Her: yeah but you will have to use the website

That was the conversation.

So I have to replace the order online for an original online order because it was to busy? Oh also they turned off their doordash system and closed it early so I couldnt place another order.

So I drove up there and guess what, there wasn’t a single person in the store. Not one so I don’t understand why my order was canceled. Also not to mention there was 5 workers standing around waiting to close. They could have left on time just by accepting my online order originally. This will...