Cold Stone Creamery — Restaurant in Garner

Did an internet order for door dash. When we received our order we found out that the chocolate dipped waffle bowl was missing. My wife called up there and after the phone was answered just as "hello". Did not identify the store. Had to ask "is this coldstone?" OH, yeah Coldstone. Was the response. Spoke with the manager and said that they don't do chocolate dipped waffle bowls, they all have sprinkles. She informed him that it was an option online. He didn't really seem to care. Said we could come and get one because he can't refund without a receipt. She told him all we got was the order form stapled to the bag. He said that wasn't good enough. Like, what's the point of doing door dash if I need to come back up there to get my stuff right? Isn't that your job to do before you let it go? Where is the quality control? Just sounds like somebody's " Give a s!#t" is all out. This isn't the first time we have had issues at this location. From wrong orders to staffing that doesn't care how long it takes. These type of issues will have this location going the same way as some of the neighboring stores that have closed up, if something doesn't change. Customers are reflecting and it shows in the reviews. A 3.1 is pretty low for a gourmet ice cream shop. Remember there are several other shops not far away! And they get it right every time and are very happy to see customers....

Such a horrible experience that I ended up contacting corporate.

Waited in line for 40-45 minutes to be treated like trash. Take your money elsewhere. Good ice cream, not worth the poor and gross experience.

Store was dirty (red juice on floor, a bandaid stuck on the floor, sneezeguard covered in dust, filthy lobby tables and chairs, etc), trash overflowing, only 2 out of 5 people actually assisting customers on a Saturday night. 2 people remained in the back, except when we made a complaint with the manager - who quickly returned to the back room after we made our complaint. She sure was happy to provide me with the corporate telephone #.

The crew member who spent most of her time on the register was scratching her arm raw. Ew. I definitely didn’t want her making my ice cream, and gladly she actually REFUSED to help us (because apparently each crew member helps their own group, which contributes to how SLOW the operations run). Only 1 person was wearing an apron and a hat, and only 1 other person was wearing an apron (no hat). Even the manager was not wearing a hat nor apron.

Sadly, I doubt the franchise owner, manager, or corporate will change the way this store runs and operates so I would suggest avoiding it...

We were at the creamery to pick up a cake for a graduation party. We heard wonderful things about the ice cream cake from this franchise. We picked out the cake and asked the representative to see if a message can be written on the cake, he pointed to the "cake writing lady"and said she was extremely busy. When we looked at her, she was standing in the back, clearly not busy. We also asked the representative if we can write on it since this is a special occasion, he said it's only his third day and he has no idea where any of the stuff to write was.

We asked if we could talk to the manager on duty, the representative said they don't even have a manager at the store, since this is a new store. We then frustratingly asked if there is an owner we can contact to share our experience, he said I have no idea, he lives out of state and I haven't even gotten paid yet so I can't help you. There was no apology for the experience, the rep rang us up and said have a good day and let me know if you can find the owner so I can get paid.

I usually don't share any experiences like this, since we all lead a busy life and don't have time to submit stuff like this, but this is comical. By the way, the small cake was 40 dollars,...