ComplaintsforCold Stone Creamery

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a gift card from Cold Stone on December 14, to be mailed to my father as a Christmas gift. He never received the gift card and I am done contacting the ******* store, corporate complaints, etc. I was told today that I need to wait 12 business days, which I am not willing to wait. You missed the boat completely and now ******** sends me the attached message in which she quotes: "Unfortunately, typically gift card sales are final." I would venture to say that this is an atypical situation, but I guess Cold Stone finds it acceptable?

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a cake from Coldstone on 7/16 for my boyfriend's birthday. My order was confirmed and the confirmation indicated it would be ready for pick up at 4:45 on 7/17- his birthday. We arrived to pick up his cake and it wasn't there. We were told that the cake maker decided not to show up to work, but at no point were we ever notified of that. This completely ruined his birthday- that was his birthday cake!!! We were offered no real resolution but were told I would receive a refund... which never happened. It's now been over a week and I've called Coldstone 3 times trying to get my refund and no one can help me. I'm repeatedly told a manager will call me back and that has yet to happen. Coldstone destroyed his birthday and now they're making me hound them for my money back and it's completely inappropriate!! At this point a refund is the LEAST you can do- I wasted my time driving down there to pick up a cake that didn't exist, I've had to call 3 times, I had to deal with my boyfriend's upset over the situation, etc etc etc. How hard is it to COMMUNICATE with customers or at the very least issue a refund when you royal f-up?!!?!?!?!!? The fact that I have to go to BBB to get my money back is absolutely absurd!

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 4/12/2023 I purchased 5 ice creams from ColdStones **********, ** for a total bill of $40. 27. The purchase was made online and delivered by doordash (Confirmation #*****************). I did not receive all of my order and immediately contacted the store and spoke with a manager. I only received one of my large ice creams and two small ones. I was told that the manager could only offer a store credit and I advised them that I would not accept this as I did not get my products. The manager advised me to contact ******** as the store is not able to provide a refund. Once I disconnected the call I checked the ice creams that I did receive and they were all incorrect. I contacted ******** who contacted the store and requested a full refund. After a few days I still had no refund and contacted ******** again. The Rep contacted the ******************* for Cold Stone and completed an Incident report (Confirmation #*******). I was advised to contact the ******************* if I still did not have my refund or heard from anyone. After a few days I contacted the ******************* and spoke with a gentleman who stated that a supervisor would be calling me the following morning as they had already left for the day. I have yet to hear from that supervisor. After a week I contacted the department again on a Saturday and spoke with a lady whom I advised that I would be contacting the BBB if I had not heard from anyone and she stated that she was noting this also and supervisors do not work on weekends and that she did not know why it was still not processed. I am not understanding why this company think it is okay to take someone money and give store credit for something they did not receive. I just want my money back ASAP.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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 theyve asked Cold Stone to stop transferring calls to them. *** left multiple voicemails at the corporate office to no avail. This has been one of the worst customer service experiences that Ive had. Its unacceptable that Cold Stone will take consumers money without providing the services that were paid for.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩