Cold Stone Creamery — Restaurant in Spanish Fork

I went into cold stone to order a cake in person and the man who helped me with my order (Ben Rhees) was the general manager of the store. I wrote the pickup and confirmed verbally that the set pick up would be first thing on July 20th when they open. He took my cake order and I left. My MIL gets to the store to pick up the cake and it's not done. The order was hung up for the wrong pick up date. Ben personally calls me and of course I'm frustrated wondering what they are going to do about this, It took me pulling teeth asking over and over on the phone what they were going to do to make this right and after excuse after excuse he says he's going to have his best staff member whip up a cake quickly. I specifically asked if the quality of the cake was still going to be good and not melty and rushed and he said the cake will be frozen and good to go. After my MIL had to miss about 1.5 hours of the party just to wait for this cake, it arrives exactly as suspected. MELTY even after rushing to get it in the freezer before cutting it. We had a cake from this exact same Coldstone a few weeks ago for my other daughter's first birthday that was ROCK solid. No melting, sliding apart, or cosmetic issues so we had something to compare this to. If I knew this is what we'd be getting I would have gotten a refund then and there and headed to my local Walmart for a premade cake. After the party, I filed a complaint through the Coldstone website and receive an email from this same manager, Ben Rhees apologizing for this and saying they would love to issue a full refund and a new cake free of charge. I'm like "Wow, this is amazing!" Well....We get to Spanish Fork Coldstone July 23 for the refund and new cake, and this is the cake Ben pulls out straight from the back for us. This was absolutely absurd. I didn't even see it until we sat in the car since my husband was holding it. My heart dropped, It felt like he was actually mocking us by giving us this cake for a very sweet 5 year old girl. If this guy has kids himself he should be ashamed. This is so embarrassing for Coldstone and I cannot believe the back and forth between this store manager from seeming to have no customer service skills, to switching it up through email and acting like he wanted to do right by this, then BACK to serving us this sh*t in the store as a way to resolve this matter. I've never met a more unprofessional individual in my LIFE. I've never seen anything like this come from such a big company either. Ben Rhees has no business being a general manager. (In the photo there's a time stamp of the refund issued and a photo of the cake with a time stamp to SHOW this was taken right at the time it was pulled from their freezer.)...

Upper management is detached, unprofessional and neglectful- they care only for money and reputation (even if they claim otherwise- actions speak louder than words). Managers are treated as dispensable when they pull most all the weight; there’s a revolving door of managers because they aren’t properly trained, supported or listened to and expected to be a manager, assistant manager, hiring manager, trainer, cake maker/decorator, day shift, everything admin and everything maintenance & cleaning (there’s a black mold issue over there and much of the equipment, like the stone, are old, in bad shape, and certainly questionable regarding food safety). Overall the employees are local teens who are not hard working, only care about their phone & pretend drama, and the customers are extremely entitled and impatient with stinky attitudes - chasing away managers on top of everything else that’s put on them leaving no consistency in the business. Prices are expensive and there’s lots of competition around so check out other local ice cream and sweets shops. This location probably won’t be worth it for most. Especially if you have IBS, tummy sensitivities, or if you have a compromised immune system because honestly diarrhea might be on the menu as well. TLDR/ PS: Just support other local businesses or buy blue bunny from the grocery store. This location is owned out of state and they don’t help with local events or high school sports either. The local people that are employed are lied to, used, and disposed. Buying from this business doesn’t ultimately support family friends or community of this area. Plus the product itself is very likely to be contaminated, possibly...

This is the first Cold Stone location I have been to. It used to be good but has really gone downhill. The ice cream is constantly melted and they don't even mix in your ingredients. Several times a young employee here has made my ice cream with the wrong ingredients, then fought me on it when I said that wasn't what I ordered! Even though others around me told her that she heard me wrong. The customer service is generally poor here. I bought a customized birthday cake online here, and when my wife went to pick it up they did not have it ready (even though we received a confirmation email stating that it would be ready to pick up). Not only was it not ready, but instead of apologizing, they told my wife that the flavor options we choose were not even available! So that's why the cake wasn't ready...and instead of calling us to tell us that the flavors were not available, they instead decided to just ignore our order. We used the cold stone online cake builder and just selected the boxes of the flavors we wanted, there were no special requests. If they don't have those flavors, maybe they shouldn't have the option available online. But even after all that we still needed a cake, and instead of them offering us a cake free (or even discounted) in return for all our trouble, they said we could PURCHASE another one in store (after we already paid for the custom online one)... As if I was going to spend more money there. Of course I wanted to speak to the manager, so one of the teenagers lied and posed as the manager, I later found out he was not a manager there. That's what happens when you deal with teenagers and workers posing as...