Cold Stone Creamery review: Disappointment with cake order and customer service experience

Dear Cold Stone Management,

I am writing to formally express my disappointment regarding my recent experience with an order placed at your Manassas, VA location. On February 21, 2025, I ordered an Oreo ice cream cake for my daughter’s 10th birthday party, with a scheduled pickup on February 23, 2025. My family and I traveled an hour and a half to 8113 Sudley Road, where her party was being held at Fun N Skate, only to discover that the cake was missing the requested writing—it was simply a plain Oreo cake.

My husband, who picked up the cake, immediately brought this to the staff’s attention. However, we were informed that nothing could be done at that moment, as the staff on duty was unable to add the writing. We were further told that we would have to wait two days to speak with a manager. This was incredibly disappointing, as my family has a long-standing tradition of purchasing birthday cakes from Cold Stone, and we have never encountered an issue like this before.

It was heartbreaking to present my daughter with a plain cake on such a special day, especially when this could have been avoided with proper attention to detail. When I was finally able to speak with the assistant manager, I was again told that nothing could be done immediately and that I would have to wait until Wednesday, February 26, to follow up. When I called back, I was informed that the resolution being offered was a letter in the mail for a free cup of ice cream—an offer that feels entirely inadequate given the inconvenience and disappointment my family experienced.

I paid for my cake upfront and expected my order to be handled with care and professionalism. The lack of urgency, empathy, and resolution from your team has left me highly dissatisfied. I expected better from a company I have trusted for years, and I urge you to reconsider how situations like this are addressed in the future. I hope to hear from you regarding a more appropriate resolution to this matter.

Sincerely,
Terri Stewart

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