Cold Stone 4+

The app itself works great. No major problems here honestly. It doesn’t let me use Apple Pay with my card, but it will allow me to have the same card number entered and that works for some reason. (But that could honestly be something wrong with my bank account or settings idk)

The main thing I wanted to address is what happens when you order from a store that’s closed. I didn’t know that the location I was ordering from was closed for remodeling, and I placed an order and now it’s stuck in limbo… I can’t cancel it on my end with calling the store, but there’s no one in there to take my call or make my order (granted, I should’ve known beforehand that the store was closed, I could’ve just looked it up). Only problem is that it still charged me.

So the two ideas I have are either:
Allow for orders to be canceled in the app itself (which might be too unrealistic/problematic for the staff)
OR
Make it impossible to order from a location that’s closed. (And maybe it’s SUPPOSED to be impossible, and I just managed to hack the system?? No idea)

I want to make it clear that this is the only issue I’ve ever had with the app or cold stone in general, so I’m not really mad; just confused as to what happens to my order now.

Hi there! Thank you for taking the time to share your feedback with us! We're always looking for ways to improve the user experience. Your comments will be shared with our app developers for their consideration in future updates. Drop us a note at customerservice@kahalamgmt.com if we can ever be of any 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