Cold Stone Creamery — Restaurant in New York

Melted Mess and Unhelpful Service: Disastrous Delivery from Cold Stone (Howard Beach)

I recently placed a delivery order through the Cold Stone Creamery website from the Howard Beach location. I specifically ordered "The Stuck Together" ice cream creation. Unfortunately, what arrived was a complete disappointment.

The ice cream was completely melted, forming a soupy mess in the container. To make matters worse, the container had spilled during delivery, leaving a trail of sticky ice cream disaster.

Upon contacting the store, I spoke with an employee named Jakal. Disappointingly, Jakal was completely unhelpful. Despite explaining the inedible state of the delivered ice cream, he offered no solution besides suggesting we travel to the store ourselves for a replacement. This was incredibly frustrating as the whole point of ordering delivery was because we were unable to leave the house.

Overall Experience:

This experience with Cold Stone Creamery's delivery service was utterly disappointing. Not only did we receive a ruined product, but Jakal's lack of customer service left us feeling frustrated and unheard. For the price of delivery and the ice cream itself, this was a complete waste of money.

I would strongly advise anyone considering delivery from Cold Stone Creamery (Howard Beach) to think twice. The risk of receiving a melted mess and encountering unhelpful staff is simply not worth it.

Edit -

The next day, after not hearing back from the manager as the employee said I would. I decided to give a call. I asked to speak to the manager and he was VERY ACCOMMODATING. We had a brief conversation and he informed me that my order had hot caramel on it, I wish would explain why it was a bowl of soup when it arrived to me. He apologize for the problems that we experienced and offered me a refund which I accepted. I will definitely try and stop by the Cold Stone of Howard Beach during the week to hopefully be able to give them a five-star review. I'm still upset about the employee's attitude, But the manager did his best to...

This particular Cold Stone use to be amazing but now that the management and staff has changed, it has gone down to a point I can't return.

I went there for a regular ice cream but got soup. They didn't care about my order and just gave it to me knowing it was all melted in the staff hand.

I order a special cake for Easter and went to pick it up. Had the order number and everything and the guy at the counter said he had no idea where the order was. He gave me a cake that was one from the refrigerator. Later I called about the extra money I paid for the special cake and the manager blew me off.

I also tried to order ice cream sandwiches online. I go there with the order number and everything and they said they didnt have it. After I had to get a different pack of the ice cream sandwiches the lady at the counter told me "Next time make sure your order had a confirmation" when I literally showed that to her the first thing. Very rude service, basically college kids that don't care about others and live on their phones.

Theirs more issues like that they lost their Liscense for their cookie sandwiches and now use a terrible hard cookie that is tasteless now.

I also heard stories like people finding hair in their ice cream so that was the kicker for me.

Basically do yourself a favor and go to Uncle Louie G's and Carvel that's a few blocks away from there. Overpriced, overcrowded and the poorest service in the world. The manager is the worse and at this point after he took my money that he was rude to me about a order he messed up, I have to take the complaint to corporate after he said "You should of brought the cake back on Easter" instead of saying "I'm sorry but we will try to help you...

I went into this location approximately 2 weeks ago to order my favorite VANILLA, FRESH BANANA, AND CARAMEL and an Indian/ Middle Eastern Woman gave me SWEET CREAM and when I inquired about why I was not given FRENCH VANILLA, she responded with an attitude, stating that SWEET CREAM is the same as FRENCH VANILLA and that there is no difference. My girlfriend then went inside the store after I explained what had happened and there was also an Indian/ Middle Eastern male inside saying the same thing. In the end my order was corrected for free.

Today, I returned to this location and a beautiful young lady by the name of Victoria C. was working there and I requested this order again and she then asked abruptly, "would you like the SWEET CREAM or FRENCH VANILLA?" I responded in complete shock, being excited that she actually inquired, just to make sure that the customer's order is correct. She also placed my order into a freezer, as I made multiple orders, making sure that the ice cream will not melt (GENIUS). I also explained my past experience to her and thanked her a lot, including leaving a decent tip. What exactly was the issue here? Was the female Indian/ Middle Eastern worker not trained properly or the same way as Victoria C.?

Customer Service is completely important, especially...