Cold Stone Creamery — Restaurant in High Point

My husband placed an order online and I arrive about 8:50 pm to pick up. The email confirmation states order to be ready at 8:58pm. As I pull up, the young male working, turns off the Open signage, but I go in anyway. Two young females are there and look caught off guard as I walk in, I inform the 1st female that I have a pick up order for Willie and she immediately says they didn't recieve anything. Which is surprising since Google and the Cold Stone website state that this location closes at 10pm. So, I ask...well okay, can I still place an order, both females look at each other and look at the ice cream bar that appears to be "closed." The young girl says yes but we just can't mix it. Slightly annoyed at this point, I say never mind and return to my car. I call my husband to confirm his order, the location, and if he was charged. With everything as I suspected, I get out to ask about a refund and as I'm walking to the door the young girl comes to lock the door. I nicely gesture to ask a question, she then unlocks the door only to crack it open and peek out to address me. I ask how do we get refund since didn't receive any ice cream, and she just says yes, you can do it in the app or a cash refund. So I ask, what's the process and she only says you can do it in the app. So I flat out tell her, now you just aren't being helpful, I show her the email confirmation, she swings the door open and says she'll just give cash. Once returning, home my husband then sees his order as "Confimed" for the pickup. We understand it's slow this time of the evening and we could understand closing a bit early if were closer to 9:30-9:45pm, but it was a whole hour and 50 mintues!!! It simply appears as if the order came in after these employees were attempting to close early, and tried to deny receiving anything which now leaves a bad lasting impression and poor business practices. How was she able to just pop the cash drawer open, and offer a cash refund if the order wasn't somehow processed in the...

I LOVE COLD STONE but this specific location ruins the fun every time. I have been getting increasingly annoyed with this Cold Stone location over last couple of months and last night was the cherry on top. The customer service is outrageously terrible and no one seems to care to fix it. Last night my family walked up at 8:39 and the store claims to close at 9 although the times on the door says 10 p.m. At 8:39, the doors were already locked. I asked the employee, who was letting people out of the locked door, why the doors were locked and she said that the line was long and they had a lot of cleaning to do so they locked the doors early. After pointing out there was 20 minutes left in the hour she shrugged it off and that was that. I have no words for how frustrating and disappointing this trip to cold stone was. My family had been eager all day for this ice cream trip and then because some employees wanted to go home early and not do their job correctly, we didn't get ice cream and they lost out on at least $40+ but Andy's frozen custard, across the road, did get our business and we will be sure to return to Andy's or any other cold stone that's not this one.

Also in the last month this cold stone has not known how to make two signature items, never have a sugar free option, was put of rainbow sprinkles, and have also been out of milk more than once. Okay High Point Cold Stone get it together. Ice cream is supposed to bring joy and you bring me and my family down....

Am a former employee of the store. The store is horribly managed and is the sole reason for the stores shortcomings. The staff is horribly worked awful shifts and paid very little. A worker here would probably make more money from unemployment then working here. The owner of the store comes in once or twice a week to look over all of the teenagers he probably also underpays to schedule them for next week and leave, all while making who knows how much more than them for no effort. When I was there the store was essentially a cycle of teenagers every month coming in and leaving due to the management being non existent. There is no proper training in the store and the equipment in the store is outdated. If there was any actual care for the employees then these would be addressed but they aren't.

Also, when I was there a lot of the staff were suspicious they were being paid too little or tips were not actually being paid to them. every time we got a check there was something wrong, usually being underpaid that had to be fixed, which took weeks. Not trusting the owner just to be paid correctly was the last straw.

Its not a surprise people have problems with the store, but please understand that the employees are not the problem. A store should not be going through this...