Cold Stone Creamery
Reviews and Complaints

On Feb 6 2023 around 12.30 pm I ordered a Gotta have it Chocolate and Cheesecake mixed with Heath Bar to go. I always order the same thing. I didn’t start to eat it until the following day. There was no Heath Bar or Cheesecake in the order, It was loaded with nuts, which I can’t eat. It was Chocolate, Vanilla and Nuts. I paid over $8.00 for something I couldn’t eat. I have called cust service and never got an answer, I emailed 2 times never got a reply. This is the 3rd email. At the time I was the only customer in the store.

I bought a ice cream cake and it had no cake inside. And I went to the cold stones with a picture of it and yazmen said I can get a free one took my order and said it was free. The next day I went to pick it up and the manager veneo said I had to pay $40 my opinion they shouldn't say they were giving me a free cake and not do it and she was really rude. It was the cold stones on 9170 west Stockton blv sweet 190 elk grove ca 95758

I noticed the cake batter isn't available in Bengaluru location and even the toppings are not at all good. There are no graham crackers or white choco chips or pecan nuts or walnuts. The cold stone icecream is so creamy and tasty but unfortunately I was so dissatisfied visiting the whitefield Coldstone.i was so delighted that there is cold stone in india, however I was expecting the same as in Dubai here in India. highly unsatisfactory. Waste of money and time.

I ordered a gift card online on 12/11/2022 and received a confirmation email. The $25 was charged to my account. It is now 12/27/2022 and I still have not received the gift card in the mail. I have been trying to get someone on the phone to get a refund. I have called the MIXINS number listed on the website multiple times and was transferred to what turned out to be the card manufacturer each time. They were totally unhelpful the first few times I called and transferred me to the Cold Stone corporate office. Today the manufacturer told me they have nothing to do with my order and that they’ve asked Cold Stone to stop transferring calls to them. I’ve left multiple voicemails at the corporate office to no avail. This has been one of the worst customer service experiences that I’ve had. It’s unacceptable that Cold Stone will take consumers money without providing the services that we’re paid for.

Shift leader constantly treating me unfair, always rude and I’m a bit concern for my safety. Always making remarks, rows her eyes mumbles remarks that makes me feel uncomfortable.

I’m an employee and I’m not being treated with dignity and respect, I’m not being treated fairly.

My name is janessa santiago

Telephone number [protected].

Please contact me at your earlier convenience do this matter won’t escalate.

Sat 8/27/22 coldstone Smithfield NC - about 4:30 pm

While fixing my order the rep rubbed her nose twice as she was handling my food. She was rushing and talking to the rep next to her as she was putting the whipped cream on top. As a result of her not paying attention, the whipped cream flopped sideways all over the cup. I asked her if she could give me some more whipped cream in her response to me was if you pay for it in a very nasty tone. I said never mind. She proceeded to tell me that I was rude. I said I’m not being rude as you are rubbing your nose and handling my food. I plan to call your boss and tell him to watch the camera. Nonetheless,I paid for my my ice cream and I should not have. Before I could even attempt to eat the ice cream, even if I wanted to do so. I see a big long hair right on top. Needless to say, I had to throw it away because I refuse to eat hair and maybe Boogers. I am a very dissatisfied customer and I plan to never go to cold Stone again.

See the picture below with the big gigantic hair in it right on top of my Ice cream

I went to Cold Stone in Lincoln City, Oregon at 2:33 pm. I ordered a like it in a waffle cone and received a fair amount of ice cream. My husband ordered a like it in a cup and received very little ice cream and he questioned if that was a like it? They put a little more in the cup and it was significantly less than what I received as a like it. I ordered a child waffle cone for my grandson and received a cake cone but was charged for a waffle cone. I addressed it and the lady did not explain anything on prices and silently gave me a quarter out of donation jar.

My daughter who is 18 ordered and paid for a birthday cake for her friend. It was ordered in advanced and was to be picked up on 7//16 at 11:30. When my daughter arrived at the store she was told they had the cake but it was not yet decorated and to come back at 1:30. So she did. When she arrived she was told that they were so sorry but evening shift was suppose to make the cake and they never did so there was no cake. When my daughter asked for a refund they said they could not issue refunds that the manager had to. Then she was told the manager would be in the next day. Today she called and was told the manager would be there but not until 5. She called back at 5:30 and was told the manager would not be there until the next day. So.. her friend had no birthday cake at all and my daughter is still out the money. There was no offer at all to make this right. Completely unacceptable.

I placed a custom ice cream cake order for my dad’s birthday (5/11) at 145pm for pickup. The order was placed earlier this week online. They were quick enough to take the order and my payment. I go into the shop off of route 28 in waterworks, come to find out these [censored] NEVER MADE MY [censored]ING CAKE. I spent $45 dollars and expected my obligations to be met on a timely basis. And come up to nothing being made. Then the [censored] had the nerve to say they can give me a free one. NOPE! No reciept was given either. But they say my refund would take 10 days to be returned. I want this shop and it’s workers FIRED. They ruined my dad’s special day!

My son and I have been going to Cold Stones quite often. We've been enjoying the product and the great customer service. We went in on March 21, and ordered at about 5:52 PM. There was different staff. My son ordered his usual cotton candy ice cream mixed with sprinkles and gummy bears. I ordered the Oreo Mintster. Something told me to check what I ordered but since I've never had any issues with them I didn't check until I got home. it was really difficult to find any oreos in this mixture and honestly it looked like they played with the food and then put it in the container. It looked like a child made my order. my son said his was fine. As for my order they could of done much better on it. I've never had to hunt down the product lol. I could barely find an oreo. So many places want a tip. My tip for this place would be come up higher in presentation. I I'm going to pay all this money for ice cream it better look good and taste good. It tasted bad. I couldn't even taste any mint.

Product was not rec'd from original order on 11/12/2021.

11/12/2021 6:30pm: called store after pick up. No manager on site.
11/12/2021 7:08pm: Emailed company complaint and follow up. No response.
11/15/2021 8:28am: Filed incident report (#2638899). No response.
11/22/2021 8:35am Followed up via email on incident report. No response.
11/30/2021 10:45am: called 1-866-4MIXINS. Spoke with Sharon, took my info. Will get a call in 1-3 business days. No call recd.
01/05/2022 10:40am: called 1-866-4MIXINS. Spoke with Kimberely, took my info. Will have supervisor return call. No call recd.
01/10/2022 11:20am: called 1-866-4MIXINS. Spoke with Kimberly again, took my info. Super stated they would call me. No call recd.
01/17/2022 10:50am: called 1-866-4MIXINS. Spoke with Navah. Placed me on hold for 5 minutes. Stated supervisor (Terry) would call me back in 15 minutes. No call recd.
*IF any call was made on behalf of CSC (which it was not) not one individual left a voicemail regarding the matter at hand.

I expect my credit of $14.52 to be CREDITED back to my card used on my original transaction that will be attached. So I can close this matter and justify that I will NEVER use your establishment ever again and I will suggest that family/friends go else where due to a simple matter being unresolved 60 days after the fact.

Three Emails
Four phone calls.

Your company has shown that has no pride on handling matters in any timely fashion nor a concern about rectifying any matter.

It was my birthday night me and my husband visited cold stone creamery in whitefield at 12, the store manager Mahesh behaved very rudely with us and he denied to serve ice cream and we were asked to go back hom and order online in a very unpleasant manner

13600 Baltimore Ave
Unit 304
Laurel, MD 20707
United States

The above location with the employee that work today 11/10/21 at 3:05pm was very unprofessional. I am not sure his ethnicity, but maybe Middle East. This employee was NOT welcoming and very unprofessional. I've been going to cold stone for over 13 years now and today was the worst!