Cold Stone Creamery — Restaurant in Glendale

Came at 8:54pm. Over an hour before closing.

Cashier Peyton H. rang me out. I was the only customer in the store.

I don’t come here often. She asked about phone number for rewards. I told her “No hold on, let me see if I have the app”.

Peyton proceeds to rush the transaction and immediately decline rewards?? Within 30 seconds I have the app opened and say “oh I do have rewards, how does it work??” She states “it was by phone number and since you declined you can’t receive them anymore” ??

I asked if transaction could be voided and restarted to get rewards. Again, I’m the only customer here. She said “We can’t do that”. Again, I haven’t even given her payment yet.

Obviously any transaction can be voided and restarted at any store, but Peyton chose to be petty, rude, and rush me out. I lost about $2 in rewards. I also had to ask for items to be bagged. She tried walking away with attitude after cashing me out without bagging?? For no reason?? I didn’t even scream or yell or act rude. I was just in confusion over this whole ordeal.

Since Peyton decided to be petty and not spend an extra 30 seconds to help me, I will return the favor with this one star review.

Retrain your staff. Little details make the biggest difference in business operations. I would be very embarrassed if my team acted like this.

Edit: Good for you trying to support your employees. I do the same for mine. Very admirable. However, you can restart/ void a transaction at anytime. Which is what she should have done. I even asked for it, and she refused. There was no reason for that. You don’t need new software to void a transaction.

Take accountability, don’t twist around words to avoid the issue. Do better for the...

FOLLOW-UP:

The store has a new owner and they did refund my money and apologized to me. I am changing this review from 1 star to 3 and give new ownership a chance.

Original Review;

Just placed an order for over $60.00 for delivery on their web site. We ordered 2 ours size ice cream mixtures, 13 dog biscuits, 2 waffle bowls, and 2 peanut butter cup candy. When the order was delivered, there was 1 dog biscuit (for $9.99), no waffle bowls, and extremely few, if any, mix-ins for my wife's ice cream. I ordered the peanut butter perfection with extra peanut butter and fudge, no candy, and there also was not a lot in there.

We called the store twice. There is nothing they can do to rectify the situation. It is now up to us to contact the store manager, Door Dash (which I guess does the delivery, though they don't tell you that), and they will NOT correct the situation. It is so nice that we have to do all the work!!!! They screw up and we have to do the additional work! They did tell us we can go to the store to pick it up, but then again, if I wanted to do that, why would I have paid for delivery?

Beware with this location, if something is wrong, it will be up to you to correct, they do not have a qualified person on staff to take care of it. Good luck if you want to go there!!!

FOLLOW UP: I asked to be contacted today, especially as they charged me for items I never received and their employee refused to do anything about it. I have NOT heard anything from anyone. Just goes to show you the level of customer service to expect from Cold Stone, both the store and corporate. I wonder how long it will take. I bet if it was their money, they would have been in...

This is our second time here in a month. The first time I asked for their allergen list because I'm Celiac and the two very young girls behind the counter said nothing was gluten free. I told them that's not correct but I'll just look online. They went to the back and got the girl in charge who looked just as young and angry as the other two. I informed her I looked online and told her what I wanted and that I have Celiac so could she use new spoons and a container to mix and not on the counter. She seemed very familiar with that process and went in the back for the fresh ice cream and mixed it correctly but added the wrong topping. I informed her of that but she claimed I made the mistake. Not one smile came from these girls. We just left there after our second visit and the same two girls were there. It was very busy and not once did they smile or greet anyone. My father-in-law tried to joke with one about building muscles from all that scooping and mixing, the girl didn't even look up or respond. I honestly have NO clue why these girls are employed here when they so clearly hate their job! They used to have great service and staff and now the experience is so unsettling that we will be going to Baskin Robbins from now on. I really hope management...