Cold Stone Creamery — Restaurant in Virginia

so me and my friend order two ice creams, and when the man tries to ring us up, i pay but i didn't have enough on my card so my friend pays the remainder. something goes on, and the guy calls someone to help him out with it and he tells us to sit down while he handles the family behind us. so we're like, "okay this is understandable" we were waiting for around 10 minutes and soon we realized how long it was taking. he was finished ringing the family behind us already. he doesn't call us up, WE had to go up to the counter. after more waiting, he tells my friend to tap her card and we're able to successfully pay. the story doesn't end here. we go back to my car and she sees that she got charged twice. so we go back in and the guy was in the little room, made eye contact with me, yet STILL made us wait at the counter before going to help us. she explains that she got charged twice and the guy just says that she'd have to call her bank and have them figure it out. i take her phone and physically show the guy the transactions that she got charged twice from coldstone and he said that she'd still have to call her bank to get a refund. i ask if he was able to process the refund there and he said, yet again, that she'd have to call her bank and have them process the discount.

moral of the story, don't go here! if you get charged twice, they're not gonna be understanding and process a refund and instead have you do...

Edited: I received a full refund. The owner apologized and admitted his employees wrong doing. Hopefully he can find more capable employees.

Awful. I ordered a cake 2 days in advance. I arrived an hour after my slated pickup time and they weren't even open. The website allowed me to chose 11:30 for a pickup. I arrived at 12:20 and the doors were locked. I looked online and the website said they were open 12-9. A lady saw me but refused to open the door. I called and she took her time answering the phone. I explained that I needed to pickup a cake and they should be open according to the website. She let me in but said no cakes were ready and turned her back and walked away. A guy came out and asked if it was online. I told him it was, I had ordered it 2 days prior. He found the order and told me it wasn't ready. It needed to be iced and he needed 5-10 minutes. I asked why that was, when I had an 11:30 pickup and he had no answer. I sat and waited and stressed, knowing I'd be late for the party I was hosting. Finally the cake was ready by 12:40. We arrived at our party start time, rather than 15 minutes early to check in, as we needed to. It's a good thing our party wasn't earlier, or we would have been without a cake. I won't be ordering from them again even though we love the mint cake. Not...

Terrible customer service. I ordered an ice cream cake for a birthday celebration the weekend of 3/23. Unfortunately, we had to cancel the party due to illness, and I called and canceled the order over the phone very easily.

Then I ordered a pint of ice cream and six cup cakes for a smaller birthday celebration on 3/25. When I went to pick it up the employees (one of whom I thought was the manager) told me the point was not ready. I could either pick something else or they could make it fresh. Given that I ordered ahead of time and told them my pickup time I don’t know why it wasn’t ready. I said I would rather just take the cupcakes and be refunded for the pint and they said fine.

Well it has been 2.5 months and I am still waiting on the refund. Had I know this I would have just taken a different pint at the time. I’ve called multiple times and physically gone in. Each time I’m told either I need to speak with the manager (who isn’t there) or only certain employees (not the one I’m speaking to) know how to do refunds. I’ve left messages for the manager and never heard back. I’m now disputing with my...