Cold Stone Creamery

Apologized to the customer for the inconvenience and asked her to come back any time if she would like to cash out her gift card ,also offered her a free ice cream.Addressed the complaint with the employees to avoid inconvenience of the customer in the future

In response to customer complaint: "The ice cream cake melted"Customer states that she had a long conversation with employee regarding the baking of our cakesWe do not bake cakes in our storeWe do not have an oven on the premisesThis particular employee has worked for me for about years and if very capable of explaining how the cakes are made.Therefore the conversation that the customer had with the employee was misunderstood regarding bakingAll of the cakes in the store are made with Ice cream and most have layers of actual cakeAll of the cakes are labeled with the content, that being ice cream which would need to be placed in a freezer after purchaseCustomer called the store to make staff aware of the melted cake, and that she wanted to speak to [redacted] Correct- the staff was notified, and they in turn notified the owner immediatelyWhen customer arrived at store, the owner was called and spoke with customerCustomer states that owner was Belligerent and would call the copsIn response to this: I have owned this store for years and have never been spoken to by a customer in the way that this customer spoke to meShe was yelling as soon as she got on the phone with meI tried to interject by saying Maam, Maam, but she was yelling continuouslyCustomer stated she would not leave without a refund and that is when I mentioned calling the police-I have young employees in the establishment that I need to protectThe manner in which this customer was carrying on led me to become worried for their safetyI take pride in making my customers happyThat said, I always make good on any issues that my customers may haveI was also prepared to replace this customers cake when I first heard of the situation, however as I stated I have never been spoken to as rudely as this customer spoke to meAll I needed was to be spoken to in a polite manner and we would not have had any issueQuite interestingly enough, I have video of this customer in the store and it is quite clear by her actions that she was agitated and behaving in an inappropriate fashionI will reiterate---I take pride in my customer service and productsI think that after almost years of owning the store and lack of complaints with this agency, my service speaks for itselfThank you for opportunity to respond

Bought my boat on 5-2-very specific questions were asked by meWas lower unit oil ok and checked, was water pump recently serviced, and asked them to check out steering due to how tight it wasWell I was assured there were no problems but all were issuesFirst two were addressed but I fixed steering helm at my cost ($130)Now comes the good partStill no titles almost a month later and no concern on their partCan't even get a call backI have referred another friend to them and he bought a boat, but that will never happen againI will tell everyone about my experience here at GCM

Revdex.com spoke with the customer on July 6, who stated that the business had been in contact with her directly regarding the issue, and the complaint has been resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because: This business owner is not very credibleFirst off he was not there when I purchased the cake and spoke to the sales clerkUpon seeing her icing a cake in the left corner upon entering the store is when I began asking her the questionsHis tape recording I am sure can validate thisHe seems to have anger issues and was completely ill prepared to offer any sort of discount, refund or replacementHe was very combative on the phoneHe refused to even give his full name and told me if I needed it ask someone he doesnt have the time for thisHad he offer any kind of compromise it would never get to thisI also did not leave with the cakeIt was given to his employee who was standing behind the counterIf his product is returned I do not understand why he insists on keeping my moneyI would like my money back and be rid of this unpleasant encounterIf your business is so lucrative why are you holding on to my money and your returned itemVery unethical, unbusinesslike and frankly dishonestThis store owner displayed zero moral compass or good faith and could care less about his employees when he called back demanding that they give me the phone to speak to himI would love for him to provide the video from that day to prove my lengthy conversation with his employee of six yearsAs well as my conversation with him where I clearly said "i do not wish to argue with you, what are you prepared to do to resolve this."
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** After having a telephone conversation with the manager, and then a face-to-face encounter with the owner, and
extensive persistence on my part, the issue has finally been resolved to my satisfaction.Sincerely, *** ***

I take care of the complaint *** I offer the customer coupon for next visit
sans-serif;">*** ***
***

Dropped my boat off 19febfor water pump failure and poor performance evaluation80+ days later and my boat is still not ready and as far as customer service can tell me it hasn't even been worked onI have gone by times in the interim since no on calls me with any updates only to be told that "it's next" or that the "Yamaha guy is slow"

Customer [redacted] placed an online cake order for $69.99 on  10/09/14. On 10/10/14 Crew member called the customer and requested her to bring the ID and credit card used for the online order at the time of pickup. Customer got...

mad with the crew member and refused to do that. Crew member told her that then we can not do your order and we have to cancel it. Crew member canceled the online order and a refund was made online on 10/10/2014. Please find the attached refund receipt for this order.
Sincerely,
[redacted]
Store Manager

I am rejecting this response because: This is a complete lie because I would have understood needing to see ID but I was not in town, hence the reason for ordering it online instead of walking down to the shop.  If those things were needed to order the cakes online then that information should be there. The truth of the matter is they use Olo to process the online orders and they naturally charge a fee. I believe they wanted me to come in in order to avoid the fee which was inconvenient to me because there was a birthday party the following Saturday. I eventually had to involve [redacted] from the corporate office who also said what they were doing was "GOOFY and didn't make sense". I eventually was able to order the cake at the Lincoln center shop that did a perfect job. I did email them a copy of my ID and copy of the card I was using. Eventually I did get a refund, having contacted the corporate office and was even given a coupon to make up for the downtown Stockton's unfair business practices. Th
They need to opt out of the online ordering if they don't want to pay the fee but don't lie and just to get the customer into the shop where I believe the price is higher. I waa advised that the cake at the store is a little more expensive but I have never been inside to verify if it's true.

I ran into the consumer when I was in Missoula and took care of her.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Apologized to the customer for the inconvenience and asked her to come back any time if she would like to cash out her gift card ,also offered her a free ice cream.Addressed the complaint with the employees to avoid inconvenience of the customer in the future.

We have already talked to the customer and we have refund her for the cake.

In response to customer complaint: "The ice cream cake melted". Customer states that she had a long conversation with employee regarding the baking of our cakes. We do not bake cakes in our...

store. We do not have an oven on the premises. This particular employee has worked for me for about 6 years and if very capable of explaining how the cakes are made.Therefore the conversation that the customer had with the employee was misunderstood regarding baking. All of the cakes in the store are made with Ice cream and most have layers of actual cake. All of the cakes are labeled with the content, that being ice cream which would need to be placed in a freezer after purchase. Customer called the store to make staff aware of the melted cake, and that she wanted to speak to [redacted]. Correct- the staff was notified, and they in turn notified the owner immediately. When customer arrived at store, the owner was called and spoke with customer. Customer states that owner was Belligerent and would call the cops. In response to this: I have owned this store for 9 years and have never been spoken to by a customer in the way that this customer spoke to me. She was yelling as soon as she got on the phone with me. I tried to interject by saying Maam, Maam, but she was yelling continuously. Customer stated she would not leave without a refund and that is when I mentioned calling the police-I have young employees in the establishment that I need to protect. The manner in which this customer was carrying on led me to become worried for their safety. I take pride in making my customers happy. That said, I always make good on any issues that my customers may have. I was also prepared to replace this customers cake when I first heard of the situation, however as I stated I have never been spoken to as rudely as this customer spoke to me. All I needed was to be spoken to in a polite manner and we would not have had any issue. Quite interestingly enough, I have video of this customer in the store and it is quite clear by her actions that she was agitated and behaving in an inappropriate fashion. I will reiterate---I take pride in my customer service and products. I think that after almost 10 years of owning the store and lack of complaints with this agency, my service speaks for itself. Thank you for opportunity to respond.

I didn't know that cold Stone Creamery hires and allows their employees to smoke weed. The store smells like it a ton. The manager [redacted] is very unfriendly and constantly smells like weed. I will not be taking or allowing my family to this Cold Stone Creamery on Bell and Litchfield in Surprise Az anymore.

Review: At approximately 2:30PM on 1/**/2015 I bought a cheesecake from this store for my daughter's birthday the following day. Before purrchasing the cake I had an extensive conversation with a pleasant young lady [redacted]. I asked her if the cakes were fresh, how often are they baked, who bakes them and if she prepared my specific cake. The reason for asking her this is because when I entered the shop I saw her in the corner frosting a cake. She said that cake was made to order and it usually takes 24 hours to preorder a cake. Which I wanted to do. I asked her if they do cheesecakes and she said yes but there is actually one in the fridge. She came up front and showed me a pretty cake but my concern is the berries didn't look fresh. She then pointed out that it wasn't strawberries as I thought but raspberries but that their cakes were baked daily. When asked by who she said by any of their staff as they are each trained to bake cakes. This was amusing to me as their staff is usually young. She as well seemed young. Anyhow I bought the cake she recommended and went home and placed it in the refridgerator. 4hrs later the cake had melted to an unsightely mess. I immediately called the store and was told they would be calling the [redacted]. They then called me back asking for more information to call the [redacted]. At which point I gave them and said I will be coming in person as I cannot keep this cake. When I got there in person one of the employees said hold let me call the [redacted] (which they promised to do since the first phone call. She then told him she's here and asked me to speak to him. Soon as [redacted] got on the phone I said good evening as I was explaining to your staff, ma'am ma'am this is an icecream store if you bought an icecream cake and didn't freeze it, it will melt what do you want me to do?? I explained there were no indicators that the cake contained icecream and needed to be frozen, he then got biligerant. [redacted] said if I don't leave the store he would call the cops.Desired Settlement: Full Refund of Purchase price of the cake. As I also returned the cake and left it with employee [redacted]. No where on the cake label or refridgerator does it recommend temperature to freeze at, refund or exchange policies. I would like this business' practices/ethics to be reviewed in light of this.

Business

Response:

In response to customer complaint: "The ice cream cake melted". Customer states that she had a long conversation with employee regarding the baking of our cakes. We do not bake cakes in our store. We do not have an oven on the premises. This particular employee has worked for me for about 6 years and if very capable of explaining how the cakes are made.Therefore the conversation that the customer had with the employee was misunderstood regarding baking. All of the cakes in the store are made with Ice cream and most have layers of actual cake. All of the cakes are labeled with the content, that being ice cream which would need to be placed in a freezer after purchase. Customer called the store to make staff aware of the melted cake, and that she wanted to speak to [redacted]. Correct- the staff was notified, and they in turn notified the owner immediately. When customer arrived at store, the owner was called and spoke with customer. Customer states that owner was Belligerent and would call the cops. In response to this: I have owned this store for 9 years and have never been spoken to by a customer in the way that this customer spoke to me. She was yelling as soon as she got on the phone with me. I tried to interject by saying Maam, Maam, but she was yelling continuously. Customer stated she would not leave without a refund and that is when I mentioned calling the police-I have young employees in the establishment that I need to protect. The manner in which this customer was carrying on led me to become worried for their safety. I take pride in making my customers happy. That said, I always make good on any issues that my customers may have. I was also prepared to replace this customers cake when I first heard of the situation, however as I stated I have never been spoken to as rudely as this customer spoke to me. All I needed was to be spoken to in a polite manner and we would not have had any issue. Quite interestingly enough, I have video of this customer in the store and it is quite clear by her actions that she was agitated and behaving in an inappropriate fashion. I will reiterate---I take pride in my customer service and products. I think that after almost 10 years of owning the store and lack of complaints with this agency, my service speaks for itself. Thank you for opportunity to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: This business owner is not very credible. First off he was not there when I purchased the cake and spoke to the sales clerk. Upon seeing her icing a cake in the left corner upon entering the store is when I began asking her the questions. His tape recording I am sure can validate this. He seems to have anger issues and was completely ill prepared to offer any sort of discount, refund or replacement. He was very combative on the phone. He refused to even give his full name and told me if I needed it ask someone he doesnt have the time for this. Had he offer any kind of compromise it would never get to this. I also did not leave with the cake. It was given to his employee who was standing behind the counter. If his product is returned I do not understand why he insists on keeping my money. I would like my money back and be rid of this unpleasant encounter. If your business is so lucrative why are you holding on to my money and your returned item. Very unethical, unbusinesslike and frankly dishonest. This store owner displayed zero moral compass or good faith and could care less about his employees when he called back demanding that they give me the phone to speak to him. I would love for him to provide the video from that day to prove my lengthy conversation with his employee of six years. As well as my conversation with him where I clearly said "i do not wish to argue with you, what are you prepared to do to resolve this."

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered a birthday cake online for my birthday on Jude 24, 2015, when I cut a slice of the cake I noticed that some of the ingredients that I requested on my order were missing an the cake was made incorrectly. I took the cake back tot he store and an associate who claimed to be a manager, Isiah, said that the cake was made correctly, even thought he acknowledged that it was missing an adequate amount of fudge because "fudge does not freeze," and pointed out a single piece of fruit that was in the second layer of the cake. I told the store that I would not accept the cake because it was made incorrectly and they took the cake back, the entire cake, including the slice that was cut from the cake. After ruining my birthday the "manager" [redacted] refused to resolve the issue or offer me a refund after taking the cake back and told me to call corporate office. I was charged for a cake that was made incorrectly and the store still has.Desired Settlement: I want a 100% refund for the product that I paid for but do not have.

Consumer

Response:

Revdex.com spoke with the customer on July 6, who stated that the business had been in contact with her directly regarding the issue, and the complaint has been resolved.

Review: I ordered a cake online for $69.99, the same thing I did last year and [redacted] called me and said that her supervisor wants me to go into the store in pay because they don't want to do the online and they said that they will reimburse me for the online.They are saying that the payment didn't go through and I have proof that it did along with two emails and also how can they reimburse me if they are saying it didn't go through. If they don't want to use the online then they need to opt out and request everything be handled at the store. As of now they have my money and are refusing to make my cake until I give them another $69.99.Desired Settlement: The party is for tomorrow and they have my money and now the store wants another $69.99 to go into their store before they make the cake. This has ruined the party and I will never order from this crocked company again.

Business

Response:

Customer [redacted] placed an online cake order for $69.99 on 10/09/14. On 10/10/14 Crew member called the customer and requested her to bring the ID and credit card used for the online order at the time of pickup. Customer got mad with the crew member and refused to do that. Crew member told her that then we can not do your order and we have to cancel it. Crew member canceled the online order and a refund was made online on 10/10/2014. Please find the attached refund receipt for this order.

Sincerely,

Store Manager

Consumer

Response:

I am rejecting this response because: This is a complete lie because I would have understood needing to see ID but I was not in town, hence the reason for ordering it online instead of walking down to the shop. If those things were needed to order the cakes online then that information should be there. The truth of the matter is they use Olo to process the online orders and they naturally charge a fee. I believe they wanted me to come in in order to avoid the fee which was inconvenient to me because there was a birthday party the following Saturday. I eventually had to involve [redacted] from the corporate office who also said what they were doing was "GOOFY and didn't make sense". I eventually was able to order the cake at the Lincoln center shop that did a perfect job. I did email them a copy of my ID and copy of the card I was using. Eventually I did get a refund, having contacted the corporate office and was even given a coupon to make up for the downtown Stockton's unfair business practices. Th

They need to opt out of the online ordering if they don't want to pay the fee but don't lie and just to get the customer into the shop where I believe the price is higher. I waa advised that the cake at the store is a little more expensive but I have never been inside to verify if it's true.

Review: Ordered an ice cream cake and paid in full at the time of order. Business called several days later when there was not enough time for us to find an alternative and said they had made a mistake and we had to pay for or they would not make our cake.Desired Settlement: Return of additional charge.