Cold Stone Creamery — Restaurant in Raleigh

Ordinarily I wouldn't go out of my way to write a negative review of a local business. Trust me, as a businessman myself, I know how difficult it is to make a living these days. Hence why it's with great regret that I have to report my truly abysmal experience at Cold Stone at Brier Creek tonight. Here's the problem: the staff is NOT trained well. I get it, it was crowded tonight, but frankly that should not compromise quality, especially when a person's health and well-being is on the line.

My girlfriend, who is allergic to peanuts, tried to make her order twice, the first time with a young man who pretty much brushed us off, saying he couldn't guarantee a peanut-free environment in their store. I get it, you don't want the liability, you want to cover your butt in case of a lawsuit. Fine. But at least be like all the other Cold Stones I've ever been to and offer to get some ice cream from the back, prior to it reaching the storefront where mix-ins are added. The kid got frustrated with us and instead of working with us to resolve the issue, he turned to the next customer since we were too much effort.

I should note he had already made my milkshake, which was sitting on the counter for about 5 minutes before we got service again. Then another person, a girl this time, came over to us, asked me if the milkshake behind the counter was mine, to which I said "yes", and then she threw it away and remade it for some reason. When she finished with that, she came back to the pass and asked what my girlfriend wanted, and after taking my girlfriend's order (again, we reminded her of my girlfriend's peanut allergy), she grabbed the scoops from the pass and made a motion to start working on the order.

That's where we stopped her, paid for my milkshake and left. The scoops were used to scoop up other icecreams and add mix-ins, which could be contaminated with peanut. They were so crowded that my girlfriend didn't want to make a fuss, so we just left and went to the Cold Stone in Apex at Beaver Creek, which is FAR better.

Here's the takeaway: Cold Stone at Brier Creek NEEDS TO BE MORE CAREFUL. If you have customers who tell you they have allergies, please do what the other Cold Stones do: go and get a fresh scoop and a fresh carton of icecream so there are no contaminants. This is enough, just be clean. If you don't know what you're doing, slow down and ask the manager. He was the only guy in the store who knew what he was doing, but it was so busy he couldn't help us. And for the love of God, be more meticulous about dealing with allergies, it's serious business. Peanut allergies can be fatal, but they're easy to work around if you're willing to take the time to do it right! Until they figure this out, it's Beaver Creek for us.

Oh, and Cold Stone icecream is awesome, it's maybe a little pricey but you get what you pay for. At least at...

We purchased an Ice Cream cake to celebrate a birthday. The cake was damaged or poorly made. I can’t really determine which. The bottom layer is crumbled away. And the gold serving round that it comes on is smeared and dirty. It doesn’t look like a good example of a Coldstone Creamery cake. I called the store to report the problem and ask if I could return the cake and be given a new one that would be nice for the party. I was treated very rudely by the employee who answered the phone. Initially she attempted to explain away the poorly made cake and give reasons why it wasn’t as pictured. She told me that because of COVID 19 restrictions I could not return the cake or receive a refund. In frustration she placed me on hold to call the manager (Bob). Sadly, I was still not offered a suitable solution. I was told that the manager backed what I was told and that I could not exchange the cake or be refunded. I asked for the Corporate phone number for Coldstone and was told to “google it!” I asked for the manager’s name so that I could reference him when I called and was only given Bob.. I then asked for the young lady’s name that I was speaking to and was told that she didn’t feel comfortable giving me her name. How then should I place my complaint?? I don’t think she meant it, however I felt disrespected and disregarded. Manager (Bob) said he’d call me Monday regarding the problem? It’s 6:00 pm on Friday.. A call back 3 days after the Birthday is unacceptable. By the end of the call I was able to get the Store number from the employee. This is my neighborhood Coldstone. I...

Ordered a create your own and a signature via online order. My create my own was a mix of two flavors with fudge mix in and Cookie Minster signature. Well when I got to pick up my order luckily I checked when I got to my car if everything was okay. They had just put in the cup half of each flavor I had asked for and no mix in. And the Cookie Monster totally wrong. I went back and the employee had no clue what I was talking about and the other employee just stood there trying to prove me wrong that I made the mistake and that I should order it the way it comes. When all they had to do was just re create my ice cream. The one employee seemed pretty adamant about telling me I was in the wrong for not ordering properly. I pushed back and showed him my online order email receipt and then showed what was on the receipt. Their record printed it wrong and then he didn’t have the decency to apologize for trying to prove me wrong and teaching me how to order online when it was their printers fault. I’ve never ever had to deal with this kind of customer service. I’ve been coming here for a long time. Looks like I’ll be taking my business elsewhere. Plus prices are outrageous here compared to...