Cold Stone Creamery — Restaurant in Live Oak

I really hate to leave a bad review as the ice cream I got was pretty good. However, even though it's an ice cream shop, the product is not the only thing to consider. In our case, we purchased two items. We would have purchased a third, however, after tasting what was made, my sister in law didn't care for it. She mentioned it to the cashier and the lady took it into the back for what we thought was the trash. Moments later, another woman comes out, who I can only assume was a manager or the owner (since she never identified herself) with the ice cream that was not to my SILs liking. This woman had an accent, which wasn't a problem, but there may have been a bit of a language barrier. This woman was very blunt, talking in a loud voice, and seemed irritated that we would even think of someone remaking something the customer (us) didn't like. Almost entitled, but either way, she came off very rude. We were both taken back a bit when she said they could us make another, but this time we had "to be sure" about the toppings and mix-ins when they remade it. It was like we were children (although we are both adults over 40) getting scolded for not liking the ice cream or something. It was bizarre and rude. While discussing the remake, my SIL asked about chocolate chunks vs chocolate chips. The manager/owner/unidentified "authority figure" (and I use that term in the loosest sense possible) seemed to be clueless about what a chocolate chuck, vs mini chocolate chips were, which was odd. Even if you don't have chocolate chunks, playing dumb like you've never heard of them, is again, bizzare. During this process we were told again, to make sure those mix-ins were the ones we wanted so THEY didn't have to remake another. So my SIL reluctantly asked for a sample "to be sure" for the chocolate chips since we were just made to feel like we were getting scolded. At this point, we had, had enough and my SIL just said, don't worry about it. She just wasn't going to get anything, we'd just order the other two. Which, to the credit of this place were actually, pretty good. So as they were ringing us up, the manager/owner/unidentified "authority figure," proclaimed that since we didn't buy something else, they would still have to charge us for the original, but were only going to charge us for a small. (It was a medium.) Initially, we were told that we could still keep it, but since she had tasted (not even eaten, just a bite) it, they couldn't take it back. When we asked if they could just toss it, we were told no. So I guess WE could toss it if we didn't want it? Who knows, but either way they were going to charge us because they were losing product. We told them, no, we didn't want to be charged for something we didn't even like or want, and were also told very bluntly (or rudely) that they would have to throw it away then. That's when we said "Okay well, you just told us that you couldn't throw it away, but now that you try to charge us and we don't want the ice cream or to be charged, you CAN throw it out?" It was just very confusing, and the whole experience left a bad taste in our mouths. We will not be going back to this location.

I would urge others not to go to this location either. Or at least if you do, be prepared for poor customer service and to be treated like a child if you dare to not like what was made, even though two other items were purchased. Hopefully the manager/owner/unidentified "authority figure" we encountered, can get some customer service training or at least treat people better in general. Maybe this location isn't doing so well financially, because of this woman, and is why she was so intent on getting her money for "lost product." Who knows, but either way, if the woman was nice from the beginning, this review, and the whole bad experience, could have been avoided. Instead, there are at least 4 customers (and counting) who will never visit this location again. Ridiculous and...

Absolutely the worst experience I have ever experienced at ANY FOOD ESTABLISHMENT IN MY ENTIRE LIFE. I went into Cold stone around 330 with my family. My husband and uncle ordered a cheesecake ice cream with waffle cone and some added toppings 2 scoops of different flavored ice creame etc. There ice cream was made just right. I ordered a oh fudge milk shake add oreo pieces..very simple. Well the little Spanish chick who was making my milkshake kept telling me no that added pieces cost no money. "More money for extra" and literally turned around on me while both my husband and I are telling her to add it on. That we were not worried around the money so after the 3rd time she ignores my request while doing the motion as "talk to the hand" then she proceeds to ask me if I want whip cream on top or now. (In the middle of making the shake) I tell her on top I don't want a whip cream milk shake I want the oh my fudge. The cashier sprays a gallon on whip cream in my milkshake afterwards and says whoops I put it in the middle. I tell her whatever just add some to the top. So the girl puts the whip cream on top and goes to hand me the milk shake without the oreos. I shake my head and ask her to please add the oreo pieces. She proceeds to tell me they are extra once again (keep in mind a line full of people behind me) this cashier proceeds to add milk a spoon full of oreos and goes to blend it again so more whip cream!! So I tell her no no way I don't wamt my milkshake like this please make it right. And she gets the manager the lady manager literally could not understand the large fudge milkshake add oreo pieces!! I told her literally 5x my husband told her and she would laugh in my face and pretend she knew nothing!! She then got all the customers involved talking about shes being patient isnt she being patient tell me I'm being ridiculous. Egging the customers on. Me my husband and a black couple almost got into a lireral fight that went outside but they ended up running back in. I wamt tapes reviewed I.have NEVER BEEN SO EMBARRASSED IN MY LIFE!! THAT SHIFT NEEDS FIRED!! WITH HER AS A MANAGER AND THAT GIRL WORKING THERE YOU WILL LOOSE CUSTOMERS BY THE DAY. ALL I WANTED WAS A FUDGE MILKSHAKE ADD OREO SOME THING HAS...

I placed an order for takeout and arrived 20 minutes before it was scheduled to be ready. Since the store was busy, I sat down and waited so the 2 workers could attend to the customers who were inside ordering. One of the workers was taking care of take out orders, as she attended to people coming in to pick up their orders, which she already had prepared prior to their arrival. When it was about 5 minutes before my pick up time, I walked up to the counter and gave one of the workers the name for the pick up order. By this time, the store was much busier, with about 10-15 guests and she asked if I would wait for the other customers to be attended to. I advised that I had already waited almost 20 minutes and I no longer wished to wait, as I had allowed them to attend to other customers prior to my order already. At this point, the worker shouted to the next customer in line, "You're going to have to wait because she wants her stuff now!" The worker began making my 3 products and packaged them angrily and messy. She then placed them in a plastic bag and tossed the bag to me. I tried to explain to her that I had already waited for my order and did not feel the need to wait longer. She then yelled, "why didn't you wait over there?", indicating the online order pick up area and then yelled, 'have a good night". The ice cream was already melted when I got it and by the time I got home, I had to put it in the deep freezer for 2 hours. When I was finally able to eat it, I discovered that she put butterfinger instead of heath bar in the ice cream I ordered, obviously unaware of my peanut allergy! This was a terrible experience and beyond just bad...