Fort Mill
Cold Stone Creamery

Cold Stone Creamery

1329 Broadcloth St, Fort Mill I-29715-4512, United States

Lunch • Cakes • Bakeries • Desserts


"We placed an order online. When my daughter arrived the ice cream was melted. She told the staff asked them to remake it. They said no. She asked why. An employee-Ella said they couldn't remake it just because it was melted. My daughter tried to reason with Ella but she continued to refuse.My daughter then asked for a refund. Ella refused. So my daughter called to tell me what was going on. I told her to ask for a manager. She said there wasn't a manager the 3 girls (Ella, Logan, Collie) working were rude refused to remake the ice cream or issue a refund. I told her to ask them to get a manager on the phone. Ella called her manager-Allison who refused to deal with the situation stating she didn't talk to customers while off. She told Ella not to remake the ice cream or issue a refund. I asked to speak to one of the employees but they refused to come to the phone. So I went to the store to see if I could resolve the problem in person. Ella was immediately rude disrespectful. She was smirking laughing while the other girls wouldn't acknowledge me. I asked Ella for the managers name. She gave it to me. I then asked her to get Allison back on the phone. Ella refused, restating what Allison said earlier. She said I could talk to her tomorrow. I asked what time? She said 12pm. I then asked for the owners name. Ella gave it to me stating he never comes in. I then asked Ella how could we resolve this tonight. It didn't make sense that they were giving us melted ice cream. They should be able to remake it or offer a refund. She stated firmly no that's their policy. I told her that was bad business customer service. I walked out, leaving the bag on the counter. I then called the fort mill police to see if they could talk some sense into these girls who thought this was a joke. They were stealing from me since they didn't want to offer a solution. The fort mill police went to the store but I had already left after 1 hour. Raja-owner called me to discuss what happened as I was getting home. It's ridiculous that it took calling the police for this to be taken serious. Raja apologized stating their policy is to remake ice cream or issue a refund. I told him this was the most appalling experience ever!I'll NEVER frequent cold stone again. This was a far cry from the happy ice cream experience cold stone offered when employees were kind sang while making ice cream. You should be ashamed to allow a franchise to be run in this manner."