Cold Stone Creamery — Restaurant in Phoenix

I ordered a small sheet cake for my a birthday on 9/27/25, I placed the order 2 weeks before the party and to make sure I got a fresh cake, I paid close to $80. I asked for the message/writing on cake to sau"#Legal". I called on 9/26 to assure it was ready, I was told yes. They open at 11am, I got there at 11:25,they were closed, someonewas inside and opened the door for me. I asked for my cake, and it was not ready, they never wrote the message on it. The lady said,"no problem, I can write it in 5 min" I said ok it need to be in black bold lettering. She said I can't do black. I told the lady I ordered the cake 2 weeks ago, and paid $80 it should've been ready. She said ok I will make black give me 10 min. She wrote on the cake with not the best writing and the color started to run all on the cake, now I had a big green blob on the center. I asked her to fix it, she took it back fixed to top, 30 min later!!! It's fixed and she wrote the message in red, the sided were all nicked and messed up from the handling and the lid. IT LOOKED TERRIBLE!! later When we cut into the cake, the bred tasted old as well. Not worth $80 dollars for a cake that was not made to order. The lady did give me $15 dollars back, only because she wanted me out of her face. The cakes in the display freezer are old, she offered to exchange it for the one in the freezer I dsaid that cake has beed in there since I placed my order, she said "no" we make these every week. The strawberries on the vmcake were black rotten, she said no that's a new cake... OMG!!!! Overpriced and definitely...

My daughter and I wanted to share mother-daughter bonding time and thought what a better place than Cold Stone! What a mistake! I ordered the strawberry funnel cake, and was told that it would take 5 minutes. my daughter got her Got To Love It! order quickly. We waited and chatted. After about 15 minutes, I asked the girl if my order was ready and she replied, "Oh my God, I forgot!" She hesitated for a moment, then reached for my funnel cake that had been sitting in the maker for 10 minutes. Then decided she'll start from scratch and make a new one. My daughter was almost finished eating her ice cream and I didn't want to have to wait for her to make another one. I told her to forget the order and refund the money. To this she said she was sorry. As I was getting my refund, I told the workers that it wasn't cool to have been forgotten. There were two sets of customers that was already served and enjoying their ice cream. Another set of customers ordered and left about 5 minutes after I ordered. In other words, the store was not busy! To be forgotten in a place that I wanted to make a small memory with my only child is an insult. Get better educated staff or train...

Customer service is trash Made an online order and tried to call the store to make a request to the cake but it went to voicemail. I went in and stood there for five minutes while 2 employees decided what they were going to eat because one of the girls was apparently leaving to get food. I went in because I wanted to make a special request about the cake I ordered. All I requested was that there was no KitKat on the top of the cake and that my friend's name was listed as well as happy birthday. The girl wrote down my request and said she'd let the cake decorator know. I felt better since the girl took the time to write down the details of my request.. fast forward to Sunday when I go to pick up the cake it was clear that they still had put kit Kat on the cake and instead of giving me a cake with no kit Kat, there were empty spaces where the kit Kat was initially stuck. Then my friend's name was written halfway into the hole of where the kit Kat used to be. I will be disputing this with my card if I don't get a response back from the company. I've been a long time customer and order many cakes from the pv store without issues. This is so...