Cold Stone Creamery — Restaurant in Virginia

I went in a week before my daughter's third birthday and asked for a small rectangle cake that had yellow cake with sweet cream icing and fudge mix in. I specified we would pick up the cake on Saturday, May 20 at 12 pm. I asked for a copy of the order form, but was told I didn't need one. I almost didn't get a receipt either. Fast forward one week later and my husband goes to pick up the cake on the specified date at the specified time and was told it's not ready. The order was written for Sunday, May 21 to be picked up at 12 pm. Also, it was for a yellow cake with strawberry icing.

I was pissed when he called me to deliver the news. In our family, having a birthday cake is a big deal. I called the store and asked to speak to the owner. I explained the situation to her and said I was upset and needed to know what she would do to fix it. Essentially she told me it was my fault for giving the wrong day and wrong ice cream flavor, that her worker was a responsible girl and wouldn't mess it up. I'm like, how would I mess up the date when it's the day after I gave birth to this child??? She said they get 1000's of orders of cake and never gets one complaint. I said that's not going to work. She should refund me the money for the cake and deliver it to me. She told me my options were to come pick it up at 2:30 pm, a half hour prior to the party starting, or to cancel the order and not have a cake. I went off saying her store had less than three stars in reviews on Yelp, and I went out on a limb to go to that store and I did everything I was supposed to to ensure the order was correct. At that point she handed the phone over to another employee saying she couldn't talk to me. I explicitly asked for the owner to get back on the phone as I felt the store messed up big time and she needed to own that and come to a resolution with me, a livid customer. She then brought up that the girl called me during the week to ensure the order was still to be bought. When the girl called, she said, "I'm making sure you're still going to get your cake this weekend." I said yes, I'm picking it up Saturday at 12 pm, and that was the end of that conversation. So, yes, I acknowledge that happened and that was great on their part.

What the resolution finally came to was that she would take a cake out of the freezer, write a generic message on it and deliver it to my house. She also refunded me $4 for the mix-in since the cake in the freezer didn't have that. At that point I was primarily focused on the timing and trying to ensure we were ready for the party and to greet our family and guests with a cake, so I agreed to that.

I realize my terrible experience may not change your mind about going there, but what I would like to pass along is that if you do go, ensure you get a copy of the order form and are very explicit with your directions. They'll probably mess it up and blame it on you, but hey - can't say you...

Completely rude employees on a Sunday night saying they were closed at 7 pm when their hours say 8 pm! Big sign on door showing limited hours (all with highlighter around new seasonal hours)…. And Sunday hours of 8 pm. Employee at the door could not have been less helpful or understanding and would only say “Sunday hours. We close at 7.” Seriously, looked right at paper with hours and shrugged and said closing was 7:00. With open sign still on. Come on. Don’t care if it is 7:00 but at least put the right hours up or just don’t put up hours at all and let us guess. Dairy Queen a couple blocks down is always open when they say they are…. This sucks because my family...

My family and I love coming here. Last night, Odalys helped us and was very friendly and polite and answered all our ice cream questions. Very pleasant experience and tasty ice cream! Love when they come out with new flavors and creations. Always smells so good when you walk in, like warm waffle cones. I miss the little thank you jingles they used to sing when you give a tip or when you’d walk in, but other than that, it’s remained a truly flawless location since it was built. By far our favorite place in the area to get ice cream for years....