Cold Stone Creamery — Restaurant in Meriden

I have been trying to get an order refunded since Friday at 4:30. I placed an order online through their website, they didn't have the ice cream in stock but WAITED until I got there to inform me, even though they have my phone number on the order. I asked for a refund, "Oh we can't do that you have to call customer support". There is no customer support. There's a customer FEEDBACK number.

I call that, they tell me the store is supposed to cancel the order. The shorter male said "only the store owner can do a refund, he'll be in later tonight to process your refund". Low and behold, I wake up Saturday 8/12, no canceled order or refund.

I call at 12pm. The man I spoke to yesterday picked up the phone, said the manager would be in this afternoon, call back in three hours. Only the manager is trained in how to give refunds." I call back around 9:30pm, The woman who was there yesterday with the male picks up, is absolutely rude and says "he won't be in until TUESDAY". That's not what I was told and I tell her that much. Then she changes her story, "Oh he might be there tomorrow afternoon (Sunday)" Might?! How do you people not know when your manager works?! So I told her I'm going to call corporate and ask for her name "Oh we're not allowed to give out our name" Which was her way of saying she was afraid to get in trouble for lying repeatedly, even though it won't be hard to narrow down who she and her coworker are (The african american lady with the birthmark on her forehead and shorter olive skinned male). She then says "We're about to close" and hung up the phone on me and now refuses to pick up the phone. Mind you, they close at 10pm and it was 9:40 as I started typing this.

This is the absolute most incompetent, untrained, disrespectful staffing I have ever witnessed in a cold stone. All I wanted was to supply ice cream for a party I was participating in on Friday, and instead I'm out nearly $20, getting the shaft from this poorly trained staff in a store that apparently has a manager that comes in "whenever he feels like it" in...

The only reason I'm giving this 2 stars is because the ice cream is good and SOME of the staff are hard working nice people. I went in about a month ago and the service was awful, waited in a line for an hour! I assumed this was because of the lack of inventory since they were out of everything. After going in tonight there is no way I'll be coming back to the Meriden location! Once again the line was more than 10 deep with 5 staff members. This was due to the lack of professionalism they've hired here. im assuming the lead for the shift was the woman named Autumn considering the lack of dress code and lack of work she was doing, no wonder the line was so long. I feel bad for the staff who are actually there working for someone who does nothing but gossip and talk to her friends while on the clock. Not to mention I've watched paint dry faster than the way she works and the attitude with the customers is the icing on the cake!! Not to mention the unprofessional way the whole staff was talking, talk about your personal lives off the clock if they're that interesting! My staff would no longer be employed if they acted in this way. Absolutely awful! Clearly the managers/owners truly need to revamp their staff or they'll be running low on ice cream since I also watched their lead give it away for free to her buddies, but who knows maybe they can tolerate...

Well, kids, if you’re looking for ice cream, I recommend the freezer section of your local grocery store. We should have not ignored the warning sign that the Open sign was not on. If you aren’t in a rush or needing to get to an appointment AND you decide you’re in the mood for an adventure, go here. Remember to wear your stadium buddy, though. It will take the three stoned employees behind the counter at least 20 mins to get to you. My partner and I had fun counting the number of people leaving from the back of the line. We counted at least 10 people when we were approaching the counter. When you’re at the counter, be amazed by the complete lack of urgency of the three people behind the counter. If that doesn’t amaze you, count how many times you need to repeat your order only for them to get it incorrect. The least of your worries is that they show no remorse for their lack of a work ethic but don’t expect a “Thank you for waiting” or “we appreciate your patience” or any explanation for the dumpster fire that this operation is. If I was Coldstone, I’d take my name off this store. It’s an extremely poor representation of the brand. Good luck and may the odds be ever...