Cold Stone Creamery — Restaurant in Olathe

We wanted some good ice cream, so we opted to order online at Cold Stone rather than going to Sonic or something. .... In hindsight probably should’ve gone to Sonic. I put my order in at 8:14 it says it should be ready at 8:31pm. However when we get there, we can see they’re busy no big deal we say in the car for awhile. As we’re walking in there’s someone who has an online order behind us and in front of us, as well as several people in line (10-15). The person in front of us asks about their order a couple times. And then I pop up and ask about mine, ( the app has said it was now completed and this was about 8:40) the taller brunette said the guy was just finishing it up. I watched as handed the one he was working on to a customer in line. The person behind us went to ask for an update on their order and they received it immediately. So I went up to the front again to ask about the order again and the blonde shorter woman with the bedazzled mask said she’s getting it started right now. Mind you neither of these women checked a ticket, computer, or with anyone else. We could tell from standing there that there was no system, no one knew who was doing what. When I asked again another 10 minutes later the brunette walked around looking at tickets and then talks to the blonde who said she’s working on she has to go get more of something. Meanwhile the people that were at the end of the line when we got there are now paying and leaving. So we’re starting to get visibly frustrated at this point, my friend is trying to find out how much longer and the blonde shorter woman with the bedazzled mask is talking smack at us and about us behind the counter. I turned to my friend and asked if she noticed the blonde talking about us. Finally after 40 minutes waiting inside we had our food. As we left the blonde stormed out the back. Hopefully she came back to help cause they were still very busy. Had we not been told different stories, we wouldn’t have even been as frustrated. Also wouldn’t be writing reviews on everything I can if the blonde with the bedazzled mask has been polite. ( of course the two people that worked with us didn’t have name tags. One of the other people had a blank name tag) like I get you’re frustrated with how busy you are, or how clearly the online system doesn’t work well, but be polite to your guests please. We placed our order at 8:14 and didn’t leave with food until after 9. Side note: one of the ice creams has spilled and leaked everywhere because the...

Went there about a week ago and order a triple pint of their banana pudding ice cream that comes with bananas, whip cream and vanilla wafers mixed in. They forgot the vanilla wafers (in their defense, it's not an option on the mix-in choices so I put it in the optional directions). I sent them a message via their website and just wanted to let them know that it was missing on their app. Today I got a phone call from the new owner of the location (literally took over two days ago). He offered to replace the entire triple pint for me, no charge. I was blown away. Went in and talked to him for a couple of minutes. He was going through any customer complaints the store had and told me he really wanted to focus on customer satisfaction. Well, he's convinced me. I've always loved this location, never had any issues. Always delicious, friendly staff and my complaint was very minor. He took the time to call me and take care of me even though the incident happened before he bought the location. I'd say he's going to be very successful with this venture. I'd like to thank him and his employees for going above and beyond and wish him the best of luck in the future....

What a joke! I ordered a cake for my 20th birthday and chose pick up at 1:45pm. I arrived at 2 ish. They told me that she was finishing something like ok cool whatever maybe she’s writing on it. So I get the cake and I’m like awn yay cute. I drive home with the AC blasting of course because it’s ice cream and I put it out of the sun. It only took me 17 minutes to get to my home and the cake was already melting. Wouldn’t they have made sure it was frozen before giving it to me? We called to ask about it and they mentioned a blast chiller…. Like ma’am that cake was never in the blast chiller. We called the store and they said they would have to ask the OWNER for a refund so we told them okay that’s cool. They called us back and the owner said “You can have a refund but you have to bring the cake back.” Like I’m sorry excuse me ? It’s my birthday and your employees chose to wait until my pickup time to make my cake and now you want it back because I am not pleased? What are you going to do with the cake? Eat it😂? Yeah so owner, very bad call. The employee we talked with on the phone was very nice so that’s the only reason they...