Cold Stone Creamery — Restaurant in Lancaster

I normally would have just left this situation alone including the establishment but because of the poor customer service, I just had to write about my experience to warn others. I made an instore order for a kid theme cake, I selected the number and paid for the item in full. At the time I placed the order they did not advise me that the theme toys on the cake were extra,else I would have paid for that also; neither was this listed on the design page or on the contract I signed. When I returned to pick up my cake. They only completed the theme design with frosting on the cake. I inquired and asked where is the rest, and they told me they did not have the toy in stock and that it was an additional charge. I was completely frustrated. They could have called me and told me they were limited on supplies and I could have selected something else or cancelled the entire order and went elsewhere. The manager stated, “I’m sorry I will talk to the person who took your order”. I mentioned to him, that’s nice but it does nothing for me! There was no accountability at all. If you order a theme cake instore it could range from $50.00 and up for a large round. On the website if you just order a custom large round cake your charge would be 40.00. So, I was ripped out of 10.00 just for frosting around the cake! This was an absolutely horrible experience. I would advise others to just get everything in writing, they are not a decent reputable company. They are all about the money- not the customer!

I also contacted their complaint center which was no help as well. I explained the situation and they actually invited me back there again to spend MY money on a better experience at the same location. This situation continues to be laughable! My response to that is, are you kidding- absolutely NOT- why would I deal with that again? I’ll take my chances on another location that’s more customer service driven. They get no...

I have never had Cold Stone in my life and my first time coming here was weird. My girlfriend kept telling me how good Cold Stone is (knowing I've been a Bascin Robins fan since I was a kid)

Now the ice cream we got was eh good. Too sweet and if we hadn't shared it i would have thrown half of it away Everything was too soggy and that didn't make anything better but in the end it was good, for my first time

Now the reason why I'm giving this 3 stars its because the customer service wasn't great at all, in fact, it was sad. The girl that helped us, so dry and serious, didn't even ask or offer if we wanted to try a specific ice cream even after telling her it was my first time there Not even a smile for god's sake. I work with customers and customer service is an important erea for any business especially for a place like Cold Stone

Get this girl out of here and get someone that will treat the customer and smile at least, I'll go to cold stone again but I'll make sure I go to the one by the...

I bought a BOGO creation coffee ice cream and I was still charged for almost 2 ice creams and this girl she said she’s the manager sarcastically smiling, it’s the office not us the fact she took ownership that she’s a manager doesn’t took action with a common sense on buy one get one free and fix the problem, I worked in different restaurants and if there is a glitch or issue like that I fix immediately, looks like BOGO is not English hard to understand and an incompetent manager, who can’t provide corrective action and my first time to try, extremely disappointed, abide with your marketing strategy, im trying to provide guidance and yet no action what a useless manager- if you don’t execute the marketing from management- you call it cheating stealing fooling and scamming the customer- you are the problem of company because you are entering the info in POS that don’t calculate right- and you don’t take action to fix the problem- and yet you said I’m the...