Cold Stone Creamery — Restaurant in South Jordan

UPDATE: The owner got involved after the experience below, and we eventually got our cake. It was 5 days late, but they did give it to us free of charge. It was still frustrating overall, but at least we eventually got what we ordered and had the original cost refunded. The review was consequently upgraded to 3 stars from one. Ironically (based on the original experience), the girl at the counter didn't ask for a receipt when I finally picked up the cake. Our office manager ordered a cake online a week in advance, and paid for it. She showed up at the designated pick-up time, and they didn't have it. The girl working there said sorry but didn't offer to do anything about it, other than offer a different flavor cake, which we didn't want, since we'd ordered a custom cake. Didn't offer a refund, or say they'd make it right away. We had to ask them to make it for pick-up the next day. They said they would, but when I went in to pick it up, and the same girl claimed that it had been picked up already. It hadn't. So either she lied, or gave away a fairly expensive cake to someone who didn't pay for it. (I asked if the person who picked it up showed her a receipt, and she said no.) She still didn't offer anything other than another flavor of cake. She did give out the manager's number, but the manager has not been responsive. I get that there are staffing shortages, but this wasn't that. It was the staff being underqualified and unwilling to fulfill orders--already paid orders no less. A refund is supposedly coming, but after wasting our time and leaving us empty-handed that's not enough. Any business worth their salt would take better care of customers. We could be bringing in repeat business, but instead we'll be...

EDIT* I was contacted by the owner and he made sure they made up for the mistake. New cake was made the following week.

Placed an order on Monday for Thursday pick up. Went to get my order and was told it was not made. I asked why and all she could say was "I don't know". She said the night people did not make it but she did not know why. I found another option and asked for my cake to be made so I could pick it up the next day (Friday). Went to pick up my cake and they told me someone had already picked up my cake that I PAID FOR! Then they said "sorry". I was given the managers name and # (Amanda) but she did not answer but instead text back saying her phone was dead! I called corporate and was told a case would be started and I would be called to get my refund issued. I have not had any phone calls, I have not received my cake, I have not been given my refund and all I am being told is "I don't Know" DO NOT ORDER FROM THIS LOCATION IF YOU NEED A CAKE FOR A SPECIFIC TIME! The Draper location was amazing. They tried to help me with the situation even though they were not...

If I could give them 0 stars I would. The ice cream is amazing and their customer service skills are horrendous. When I walked in tonight I smiled and the guy working rolled his eyes at me. They act like you are inconveniencing them by being there. We are repeat customers, once a week. I am very close to never going again. They also turn their coolers to where the ice cream is melted before they even scoop it. They only fill the ice cream cups 75%. If you dare to ask them to please fill it up they get very irritated, and maybe add a nickel size scoop. I ordered and paid for cupcakes online, it said they would be ready at 5:00. I went to get them and they said they didn't have any. They wouldn't refund my money. Worst coldstone I have ever gone too. Everyone but the younger girl needs to be fired and they need to hire people who have customer...