Cold Stone Creamery — Restaurant in Vancouver

I went to the store to redeem a Birthday Bogo email I received from Cold Stone. I ordered two love it birthday cake remixes. I entered my phone number on the kiosk and selected redeem to redeem the bogo. A Birthday Bogo printed out and the cashier "Akina N" rang up my order. I asked her to confirm she got the bogo before running my card and she said she did. I was charged $18.42. I awaited my 2nd item as the male behind the counter forgot I ordered two, he stopped making the next order and made my 2nd item. I then said I wanted to speak to someone about the price and a female by the name of "Bianca" came over. I explained that above and she asked if I entered my number first. I said I entered my phone number,  the slip printed and then my card was run. She said she would return my order and then just charge me for one. She said to keep the Birthday Bogo and use it another time. After messing with the machine for nearly five minutes she asked for my card back and said again she returned my order and that it would take 1-2 days for the return to be there. She then charged me for one of my two items. I asked for copies of all of the receipts, she looked and re-looked and looked over multiples slips of paper in front of her for a minute or two. By this time the male came back over and they reviewed and re-reviewed all of the receipts again and she said she couldn't find one for the return and didn't hand me one for the 2nd time my card was run. I assumed all was correct, and left.

When reviewing my bank statement, I saw that my order wasn't returning and in fact I was charged 3 times. I spent a total of $44.80 on what was supposed to be a birthday bogo. Now I know why she could find the return receipt.

I called the stored and asked for a manager and some girl who answered the phone said they didn't have one and that they only had an "owner". I've attempted to contact the "owner" as well as the corporate office for a refund and no one has responded.

If you are going in for a simple order with no coupons, go for it. If you have multiple items or want to use a company issues promotion or have a return, save yourself the headache and go to another location.

This location clearly needs better leadership and training. Look at the other reviews about poor...

I have only been here 2 times, and this is probably my last. The first time I purchased a $37.00 cake that I called and asked questions about prior to my visit. I spoke with a woman names Ann, she was very short and rude on the phone. I decided to just drop by and she was the same in person. Today, I went in and asked the 2 employees, Shawna and Ann about the "signature bowls" and Ann just ignored me, Shauna just pointed to the board and was giving me the prices. I was not informed at all about what I was specifically asking for and instead was sold the wrong $10.00 bowl of ice cream for my son. When I got home, he said that it wasn't the "signature" one that was online but was just regular ice cream. I then called and Shawna said you never asked about the signature one, and that's a bunch of crap because that is what I did specifically ask for ---she then said that if I came back in right then, they would fix it for an additional charge, she then hung up on me while I was still talking. I went in and she did fix it, and Ann just stood there with her arms folded glaring at me. This woman has major issues and should not be working anywhere that there is any customer service involved. They have a friendly employee statement that neither of those 2 knew how to act like hanging on the wall. For a $10.00 ice cream waffle bowl, you should at least get some...

This is (currently) the only Cold Stone in Vancouver, Washington. Even though the wait isn’t so bad, expect a bit of waiting. As for me, the wait is always okay. It’s understandable. I have no problem waiting for something I want and I have every single time I came here. However, bad customer service is not okay.

Most employees here are nice and accommodating, except for one. Those that have had the same experience as I know who I'm talking about.

I have worked in the service industry. I understand how it is and how stressful it can be, especially during a time like this (COVID-19) and that people can have a bad day or two here and there but I have been here several times and this person is pretty consistent with a bad attitude and horrible customer service. Unfortunately, I had to deal with her instead of other nice employees every time I visited. I only want Cold Stone’s awesome ice cream, not with a side of BS. It’s no longer worth the drive.

On the plus side, the place looks pretty clean, has tons of parking spaces, every employee wears masks (currently), and of course, the ice cream is awesome as always. If you get to deal with the rest of the nice employees, you’ll have a good experience. Make sure you tip them.

Unfortunately for me, one bad apple spoils the barrel....