Cold Stone 4+

I’m on my couch, drooling over just the thought of Cold Stone Ice Cream. I think hum??????
Can I order some, have my husband swing in & pick it up on his way back home possibly……..
OH GEEZ I SURE CAN & DID! Got the app (yep, there’s one for that)! Signed up! (super easy)! Ordered our favorite we both always get (even easier to do)! All in LESS THAN 5 MINUTES!! HOW?? Because their app is sooooooo FANTASTICALLY user friendly, convenient to use and easy to navigate! Everything you need/want is shown. I even used my Cold Stone gift card and it worked like a charm!! (How often do you hear that?) After adding in a $4 tip, I had a ZERO BALANCE ON MY BILL. I absolutely couldn’t believe that my gift card actually worked on a website CORRECTLY!! Our ice cream was ordered, I tipped on the bill, paid in full with a gift card all on an app that I’d never seen nor used before in my life. And to add more accolades for Cold Stone, “tech” is NOT my thing!! But their ice cream surely is!!

Thanks so much for taking the time to leave a review! We're so happy to hear about your experience :)

Drop us a note at customerservice@coldstonecreamery.com if we can ever be of any further assistance ❤️️

Employee automatically told me “door dash orders are backed up” and when I tried to tell her that I am not door dash I ordered and paid already, she dismissed me and said I had to wait. I Ordered online for pick up and had to wait past estimated pick up time. Didn’t receive my order until 35 mins after estimated pick up time. 5 people walked in after me and also had to wait for their online orders while every walk in customer was helped asap. Employee swamped with filling walk in customers’ order and didn’t start preparing my online order 25 mins after it was supposed to be picked up. I wanted to get a refund but they already charged me online and I couldn’t get the employee to assist me, so I waited patiently. By the time they prepared my order they got it wrong. Should I not pre order online? Should I just walk in and order because they completed at least 5 walk in orders before even starting mine. I ordered a banana caramel crunch with cookie dough bites and got Vanilla ice cream with 3 frozen banana clumps, that’s it. No caramel no cookie dough, definitely not worth the money I spent. Plus it came in a smaller contAiner than the one I originally ordered. I ordered a quart size so I was extremely disappointed. I get it might be busy but at least be polite about it and explain what’s going not waiting forever and watching 2 employees not even acknowledge you standing there for over 30 mins.

This does not sound like the Ultimate Ice Cream Experience we want for you and all our customers. If we can impose on you to send us an email to customerservice@kahalamgmt.com with the location information of the store you ordered from, along with your order #, we can have our Field Team follow up with you and the store. Thank you in advance!

There’s a disconnect between the app and the store in terms of what the store has and doesn’t have. I ordered a ice cream in a dipped waffle bowl through the app and the store didn’t have any. I waited in an the store that wasn’t busy until my order was completed. Failing to inform me they didn’t have this item, They bagged my order and handed it to me. As I was heading out the door I over heard an employee ask the manager if she informed me about my waffle bowl and the managers response was “he’ll figure it out.” I checked the bag whenever I got outside to see my ice cream is in an enclosed cup with a regular waffle bowl freely sitting inside a Love It cup in the bag. I went back inside the store and the manager said “we’re out of dipped bowls and didn’t have time to make any.” I informed her that I paid extra for the dipped bowl and she rudely responded by saying “you can just refund it online.” I was not provided with instruction on how I’m supposed to go about refunding this order. This is my first time ever using the app and it’s a terrible experience. I love Cold Stone as I frequent the store regularly but I’m very displeased with this entire encounter and don’t know if I will ever go back.

We're very sorry to hear about your experience with your local store. Can we impose on you to send us an email with the review above and your order #? With this information, we can loop in our Field team for support. Please send your email to customerservice@kahalamgmt.com

Thanks for taking the time to provide this feedback. We look forward to making things right!

Sincerely,

The Cold Stone Creamery Team