Cold Stone Creamery — Restaurant in Las Vegas

What a horrible experience...So I ordered ice cream online to be picked up by 9:17pm today according to the website. I show up and show them my confirmation email, ID and credit card charge. The staff member there says we don't have any of the ice cream you ordered but we can replace it with something else. They had a limited supply left and it wasn't any of the flavors I liked (Which understandably is no one's fault). I then at that point request a refund and thats when everything went downhill.

The Staff member informs me they can't do that because they don't know how and only the manager who isn't here can do it. They tell me I can come back tomorrow or leave my information for a refund. I tell them thats not acceptable cause I want my refund back now, can you call the manager?

They call Stephanie the manager who hears what I have to say and then says my only option is to leave my information because even she isn't going to be able to do anything right now and doesn't have the authorization to issue the refund. I asked if she can touch basis with someone who does.

That someone she said is not going to pick up the phone right now and you are just going to have to wait tomorrow or deal with it. I told her this is not how you help people and she said she gave me all the options available and raised her voice as well. I asked her how do you have a staff on a shift not available to issue refunds and your solution for them is to go home or leave their information for another day? She went to speak with her employee and they said they will figure it out.

They decide to then call Security for me to leave, but all I wanted was my refund, I didn't raise my voice or attack anyone. I just wanted my refund. I show the security guy all my proof of payments and explain the situation and then he said he will reach out to the person who can issue me the refunds.

He does and then the person comes along with Stephanie come to Cold stone, he is able to issue me a refund by cash but not back to my credit card. He was polite and said the problem is with their system and the cold stone website not accurately receiving orders or tracking whats sold out as far as their daily flavors of ice cream.

I told him thats not anyone fault, understandably. The problem was that Stephanie and the other staff below him's first intuition is to tell a customer who needs a refund from a online order to leave and then not call the person who can actually provide them a adequate solution to help the customer out and give them a refund.

Instead they will call security instead of the manage when the security guy who doesn't even work at cold stone was more help then Stephanie and the other staff that are below the owner.

I also explained their customer service is rude and they do not care about the customers, I told the manager that if Stephanie can give me a sincere apology I can then accept it and feel comfortable coming back here.

He shrugged his shoulders and then I told him you see thats the problem your staff does not care about the customers, won't admit mistakes or apologize, does not want to help the customers or issue online refunds because they don't know how and don't have many people who can and would rather call security on the customer instead of the actual owner to get the member out and again not help the customer.

Very degrading experience and the manager who issued me a refund said someone will touch basis with me during the week. I highly doubt they will but we'll see. I will never step foot back into that cold stone unless the owner and Stephanie and the staff can do some process improvement and provide a sincere apology to build that trust again.

All this time by the way was a hour and a half long when I was just suppose to pick up some Ice Cream and go home.

Thanks Cold Stone Creamery Staff for the not so pleasant experience. I should know how the owner hasn't responded to many negative reviews here which again shows to me they do not care about the customers and will let these problems happen without...

My baby girl had just been born that day and my wife was recovering in the hospital. She wanted a milkshake, so of course I turned to Cold Stone (we all know hospital food doesn't cut it). I worked at a Cold Stone about 15 years ago, and I enjoy the ice cream and tipping the teenagers. I was thoroughly unimpressed by this experience, however. Three guys were working who looked like they had just rolled out of bed, and these dudes showed zero hustle. Even though the line wasn't long, it took me 45 minutes to get in and out for a simple milkshake. Dirty dishes lined the counter, many of the ice cream trays were missing or close to empty, and unsanitary items were sitting on the stone. One server had long hair that nearly touched the ice cream as he bent over to scoop it. No hat? I wasn't the only one who noticed. The couple behind me were muttering to each other about it as well. After finally getting the shake, I was left waiting at the register. I have no idea why the dude didn't ring me up, and no one seemed to notice or care. A different employee checked out the people behind me as I sat in front of the register holding my card. No acknowledgement. I had to call him back to ring me up. These guys seemed almost oblivious to their surroundings as they trudged around in their sweatpants. No tip from me, and I certainly will not...

I had the worst experience ever. As i read previous comments i see i am not alone. I preordered a cake for my daughter’s birthday and when my husband picked it up they said someone else took it but it was a customized one so i don’t understand how that happened to start with. Then they told us it would be ready the next morning. The next day they called me saying they didnt have it but they could “offer me” a smaller one and cupcakes but we truly wanted the customized message so we had to go with another flavor. On top of that the girl said the girl who writes the messages was unavailable. My husband was upset and asked for the manager. The employee then said the would have it ready. Big surprise we had that when my husband picked it up the incompetent girl told him “take your cake or i will call security”!! Believe me we are not violent people all we wanted is what we paid for which by the way is not cheap! TERRIBLE SERVICE! The place is managed by a bunch of kids who can care less about anything! We went there for years but this was the last! Please do yourself a favor and dont go there. PS the cake looks terrible! My daughter could have write the text much better...