Cold Stone Creamery — Restaurant in Virginia

TERRIBLE CUSTOMER SERVICE!!!!!!!I have always been a loyal customer to Coldstone but they have TERRIBLE CUSTOMER SERVICE at this location. We have just moved to the area and this was the only Coldstone near us. We have 6 children but 3 of them every year always get a Coldstone birthday cake. Usually it is themed from their book but this is not one of them. I was told when calling that they couldn’t take my order because they were busy. I offered to call back but I was told no right off the bat about calling back for an order knowing my trouble with their website. Then I was told they didn’t have the flavor I was trying to make but again that’s why I was trying to make it with adding fruit. I asked to add bananas to vanilla ice cream. I was told no they were too busy to do this. They also told me to order online which they knew I was having trouble with. Again after a week of run around and a 2 week notice was treated terribly as a customer which I reminded him I was and a loyal paying customer. I wouldn’t go here for anything unless you wanted a basic flavor they already and definitely not a birthday cake.and I was happy to call back but knowing this wasn’t an option either I then called the Gainesville location who was happy to help and will be making the drive the night before the party to pick up my daughter’s birthday cake which I know will be far better than anything they have to offer. Or willing...

Don’t get me wrong; I love the ice cream, but I don’t recommend ordering a custom cake there. It’s was my husband’s birthday, and they spelled his name wrong. Not only that, but I ordered 5 days in advanced (you only require a 24 hour notice), and after I made my order over the phone I called 2 hours later to make a few changes. The owner picked up, and he RUDELY told me he cannot make changes and the cake was already made. The cake was already made? I ordered this on a Monday and I was picking up for Saturday, so they literally gave me a five day old cake. I feel bad for his employees, he seems to have a very short temper, and if he’s talking to his customers the way he talked to me then he’s treating his...

My "Got to have it" now looks like "I love it" in a bigger cup. The day 8/26/23 manager argued that it's now right and that he made my doordash order. He said all those years I have ordered, the kids were not using the correct measure. For a minute I thought the delivery person ate some, but no, because the bag was stapled. Good bye Cold Stone at Southpoint after years of my loyalty. Your pictures and store props are misrepresentation. Also, you have a manager who has changed your business practice. Thanks to the young African American man who tried his best to make it better. See smaller version of...