Cold Stone Creamery — Restaurant in Redmond

Posting this rating based on the managers handling of a situation.

My family and I were passing through Redmond on our way to spend Memorial day weekend, and my wife's birthday in Bend. As a surprise, I had pre ordered (online, 5 days prior) a custom ice cream cake to be ready for pickup on our way through. My wife loves ice cream cake, and she and her college roommate (who we were visiting in Bend), used to go to Cold Stone all the time. We arrive at 7:30pm, and the store was mildly busy, I told the person behind the counter that I was here to pick up a cake... I gave my name, I gave a description of the cake, and after the third time they came back asking me for a different name, I knew something was up. Eventually one of the girls behind the counter called their manager, who was going to "look into it." I spoke with the manager shortly there after, and Jennifer(manager) told me that my order had been "overlooked." To make it up to me, she told me the cake could be made again, and ready for me the following morning. Not an option for me, as we'd be an hour round trip for an ice cream cake. The second option, was to take any cake they had ready in the store, same size we had ordered, or bigger, and she would contact her manager about issuing a full refund for the mistake. I was fairly upset, being that I had ordered 5 days in advance when all the online system requires is 24hours, and had received a confirmation email of the order as well. She was very apologetic, especially when I told her it was supposed to be a surprise for my wife's birthday. In the end, we took a cake as similar to what I had custom built, and the issue was processed the next morning. Handled very well, and for that a 5...

Decent ice cream with an interesting concept. I've never been super impressed here, and my last experience didn't change my opinion at all.

Basically, I ordered some tasty concoction of ice cream, cookies and whatnot to be served in a waffle bowl. Eagle bowl is extra on an already kind of spendy "sundae", right?

So, I get down towards the end of my dessert, and I start in on the waffle bowl. Ouch! It was hard and nasty tasting. Now, I'd never had one of this place's waffle products, so I try another buyer... Nope, it's nasty. So, I go up to tell the young lady working, and despite my protests, she gives me a replacement waffle bowl... After my I've cream is gone.

I really just wanted her to know in case mine was part of a stack of nasties... What was I to do with a plain empty waffle bowl? Maybe a discount on my next purchase would have been more useful? All I really wanted was for them to be informed that there might be more...

Anyway. Mediocre overpriced gimmicky ice cream with overpriced nasty waffle cones.. Next time I get a gift card from here, I'm...

I don’t usually leave reviews like this, but I felt it was important to share my experience in hopes that it helps improve customer service here. I visited this ice cream shop recently, excited to try something new, but unfortunately I was met with disappointing service from one of the staff members.

There was a young lady working—long black hair and braces—who was extremely rude and made the experience uncomfortable. Instead of offering friendly suggestions or helping me find something I’d enjoy, she seemed impatient and pressured me into making a quick decision. I ended up choosing a flavor I didn’t like at all, just because I felt rushed and awkward. It was not the kind of welcoming environment you'd expect from a place meant to bring joy.

Customer service is such a huge part of the experience, especially in a business like this. If employees can’t take the time to help or even be kind, it’s going to drive people away, not bring them in. I hope the owners see this and take it seriously—because the product might be great, but the service...