Cold Stone Creamery — Restaurant in Morrow

Returned to this location after being treated rather dismissively and rudely about an in house BOGO coupon  glitch which did not allow the promo code to pop up.

My 2 Gotta Have It were prepared and bagged but I was shown the door when the coupon code did not pop up upon phone number entry.  I was also tritely informed by a manager (I guess) "Everyone else's coupon cde popped up".  She had to shush a male employee several times who interjected rudely as if I were trying to scam them.

I contacted Cold Stone Customer Care via email about the incident and they responded 2 days later, stating that the BOGO coupon code had accidentally expired for many Rewards members prior to close of business on the expiration day of July 28th.

To rectify the issue, they reloaded the BOGO offer to my account and added points to further apologize for their inadvertent error.  End result...Consoled returning customer!

I even used the BOGO coupon at the same location the following week, although I did not encounter any of the same employees.  My experience was awesome.  I even complimented a staffer, training several new team members simultaneously,  for her multi-tasking ability and attention to detail.  End result...Happy custoner!!

It bears mentioning that I am a retired District Manager & Operations Specialist in food service.  Good training always makes me happy.

Fast forward 3 weeks, August,25th, same location in Morrow, GA:

Excited to taste the new flavors, Cornbread is My Jam and Graham Bowl, I'd been emailed about, I added Cold Stone to my Sunday errands.

I encountered the same, tall, slim, young man who had been the rudest almost, insulting staff member on the night I was denied the BOGO, despite showing an email and my rewards page verifying the BOGO's validity.

On this occasion, after giving me samples, he turned his back to me and said something inaudible to me, which made the female employee laugh, he then exited the counter area.  Apparently,  he had recognized me as well.  I stopped him and mentioned Customer Care's conciliatory email and admission of guilt in the problem being in house and absolutely no fault of the unsuspecting customer, ME.

When I asked the female staffer if he had mentioned I was difficult or problematic, she smiled sheepishly.  Questioned answered.

Despite my love of Cold Stone Creamery products, I will now find a new place for ice cream.  Customer Care did a splendid job of fixing a problem team members at this location could have handled themselves with proper training.  Customer retained...

What was lacking was follow up on a customer complaint with the employees involved to inform and avoid future incidences.

Finally, when on the clock, employees can think whatever they want, but act mindfully of who is really paying their salary.  When employees forget the sole reason why they are on the clock...it's called Customer Service for a reason...that is how this customer has been lost.

When is it ever cool to bad mouth a customer?  Especially one who was proven 100% right...Especially with them standing right in front of you!

If I want to pay to be insulted and embarrassed, I will go to a comedy club and heckle a comedian on stage...I do not accept this behavior while buying ice cream.

End result: Extremely unhappy...

If you know anything about Cold Stone you know the ice cream is rich and exceptional. The service here, however, is a very different story. The young lady was clipped. She did not confirm my order with me and wound up making 3 milkshakes incorrectly. I acknowledged the error but decided to take them anyway. I was sure they'd be good nonetheless.

The last of my order was made with the remnants of what was left of the ice cream I chose and was extremely runny. When I pointed that out, she informed me the was no more of the ice cream I chose for her to make it correctly. At this point, I was upset. I let her know she should have told me that and should have given me the option to choose something else BEFORE making it, instead of delivering a milkshake of significantly diminished quality. She was unapologetic and indifferent. I'm not sure what her problem was but no one should be that unhappy serving ice cream.

This establishment recently changed ownership and I believe this may be a factor. I think I'll reserve my patronage for another Cold Stone or Haägen Dazs...

From the moment I walked into the store, I was impressed by the friendly and helpful staff. They greeted me with a warm smile and made me feel welcome right away. The customer service was excellent throughout my entire visit, and the staff was very knowledgeable about the different ice cream flavors and mix-ins.

As for the ice cream itself, I have to say it was absolutely delicious. The creamy texture was just right, and the flavors were rich and indulgent. I tried several different mix-ins, and each one was perfectly blended into the ice cream, creating a truly decadent treat.

Overall, my experience at Cold Stone Creamery was fantastic. From the exceptional customer service to the delicious ice cream, everything was top-notch. I would highly recommend this establishment to anyone looking for a tasty and enjoyable...