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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.

I actually customized the cupcake order for my husband’s birthday and what I actually received was 2 of each flavor. We waited so long to get the order I did not bother to argue. There were 5 young ladies and 1 young man working, but only 1 was making the actual ice cream orders while the others were chatting about work schedules. There were only 5 customers in the store and took about 15 minutes just to get my pickup order. I’m going to the other smaller Cold Stone Location farther from my home. At least I know my order will come out correct from there.

Ordered 7 ice creams from the app for delivery. Only 5 came. Called cold stone, told me to call door dash, called door dash told me it’s a cold stone app but they handle deliveries cause he couldn’t see the order in its entirety. Then he found it and verified and hung up and had to recall again. Done with both cold stone as this is the second time they have forgot my order. Dashers need to verify the store is handing them everything. I actually felt bad at first when the tip was auto done through cold stone and I usually give more but now I am glad I didn’t.