Cold Stone Creamery

I spoke with the manager William on 2/11 about a refund for $14 for my friend because when we ordered on 2/6, the website had the cupcakes available but when I got there, they were sold out. When I spoke to him, he said the refund was processed and it takes 7-14 days but to check back with him on 2/16 if my friend didn't received yet. When I called on the 16th, he was instantly upset with me saying we filed a complaint (we didn't file anything) and that he has no control over the time the bank takes (I understand that). I could barely get a word in but asked if we could get the cupcakes today instead of the refund (since we haven't got it yet) which he said no. He kept on how rude it was to file a complaint and he has no control over the timeframe then ended the call. This is unprofessional and felt like I walked into a firing squad.

We purchased the $13.99 cupcakes at work on their site on 2/6/24.. it showed they were in stock so we paid and arrived at our pick up time to be told there was none in stock. (Them calling to warn us would have been nice). So we ask for a refund and are told we have to wait.... which we do. Several days go by and still no refund, so we speak to manager William who tells us to call back on 2/16/24 if it still hasn't been received, so we do only to be greeted by a big temper tantrum. The manager William yelled at us, didn't allow us to get a word in and then hung up on us. All for us asking for either a refund or for the actual cupcakes which we paid for over 10 Days ago! I've never encountered such a childish and immature individual who thinks it's okay to verbally abuse customers. If you look at the reviews on here many mention him by name so I'm shocked he's still there. We will never return to this location, and if he's angry over us reporting him he'll be surely unhappy to see the BBB review he's about to get. Go get manager training so you'll be prepared to deal with people asking for items they've already purchased.

Manager William is the worst. He doesn't care about customers returning, nor does he care about helping them. I witnessed him yelling at a customer and immediately left the store. He's unprofessional. Anyone want to visit cold stone just go to the one further down 287 for better customer service. He should be ashamed of himself.

The CSC team was very friendly and accommodating. The store was clean, and the atmosphere was a vibe!

I really enjoyed this place. Stuff was courteous. I'm not sure why this place has a low rating. The only thing I can suggest is to add more employees for Saturday night because the lane was long. Other than that, everything is superb.

The Irving location canceled my cake order last minute so I called this location and WILLIAM was sooooooo helpful. Like very very clutch. He took my order, empathized with me, didn’t charge me a rush fee, AND gave me a reduced price! When I came to pick the cake up, he wasn’t there but the other workers were very warm and accommodating! Very grateful

First time coming here, and it was amazing! The service was the first thing I noticed, and I felt welcomed. Very generous and respectful, helped us decide our order and gave us information on how many calories go into what we get. Definitely recommend coming here for a tasty ice cream treat or sweet tooth cravings.

Alinda was very nice and was working very hard and even got the sorbets out since they were out of the silk almond milk ice cream since I have a dairy intolerance she was always asking if we needed anything and has a wonderful additude and smile Thank you Alinda

The store was very clean, the staff was very friendly and patient with everyone, and the ice cream was amazing. This was my first time at this location, and it definitely will not be my last. I plan on trying a carmel apple next time. The location is great and convenient as well.

We took our 10 year old daughter and 8 other children here for her birthday and they we SO prompt and helpful!! We had a wonderful experience!