Cold Stone Creamery — Restaurant in Maryland

I ordered a cake for my son's birthday. When we cut the cake, we noticed it wasn't the flavor we ordered. We ordered cookies and cream. After we cut the cake, we called to let them know the cake wasn't right. The owner said that we should have returned it right away but this was for my son's party, we had kids ages 2-11 who really wanted cake. She "said it seemed like we enjoyed the cake". Like what else are we supposed to do. It was during the party. If we returned it, they can remake it, it would take about an hour. The party would have been over by then. Plus it took a couple hours for us to get a response from the owner, when we first called the store, they said they will let upper management know. She said she would give us a credit for a small cake when we had an another occasion. It should have been the same size cake we ordered, not give us a smaller cake. The time it takes to drive, wait for the cake to be remade, and then drive back. There is no point in getting the cake remade because the purpose was for my son's birthday party. The owner said she thought it was fair. There were only 6 half cookies, honestly the placement of the cookies was weird. Even if we did return the cake, they would have thrown the cake...

I recently moved into the neighborhood and decided to try out some ice cream. I asked if the ice cream was hard and a young lady said it should be. I told her I enjoy my ice cream hard and soft ice cream I do not like. For some reason she looked at me like she didn't understand or care about my need. A young man by the name of MATT overheard my conversation and stepped right in. He understood my feelings about hard ice cream and offered to get some harder ice-cream from the back. He did it with such grace. He didn't seem annoyed, he had a smile on his face the entire time. This is the true definition of customer service! I almost walked out of this location because the first associate didn't care if I liked my ice-cream hard or not. But MATT went above and beyond to make sure this customer was happy and I truly enjoyed my ice cream with 3 toppings. Wonderful employee! Hope Matt trains everyone to have stellar customer...

This location has a chronic problem with being understaffed and having long wait times. Observed an employee making waffle bowls while there was a line of 15 people. There were plenty of waffle bowls already made. There is no motivation and no hustle among the crew. There are no smiles. The floor is usually sticky and the outside tables are disgusting from ice cream spills. You can tell there are no adults in charge here -- just a bunch of kids. My order was supposed to be ready for pickup, but instead that is the time they started making the order, which I then waited 20 minutes for.

Edit: I opened the containers later at home and was so disappointed to see that all toppings were mashed into absolute crumbs. If I wanted to blend everything into a milkshake I would have don't that at home and saved my $70. Why did I tip the guy for...