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Business Profile

Frozen Dessert Dealers

Mr. Cool Ice Cream

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Frozen Dessert Dealers.

Complaints

This profile includes complaints for Mr. Cool Ice Cream's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Mr. Cool Ice Cream has 2 locations, listed below.

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    • Mr. Cool Ice Cream

      18876 55A Ave Surrey, BC V3S 6X1

    • Mr. Cool Ice Cream

      201 9664 192 St Surrey, BC V4N 5R4

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:17/11/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We rented an ice cream cart for an event we were having on Sept. 10, 2022. We paid the entire cost upfront in April. On the day of the event, the cart did not show up. When we called to ask where it was, we were told it wasn't coming until much later, after our event would be over. We discussed receiving a refund as they were not able to provide the service that was already paid for. At that time, we were told we would be receiving a refund. When my colleague emailed inquiring about our refund, it was ignored. The second attempt got a response asking if we could accept an e-transer. When she declined receiving the refund in that form, as we are a government office and do not have a way of accepting an etranser, it was again ignored. My colleague has left a message asking for a call back with no response and I have now left 3 messages with no response. We are looking to be refunded the $560 that we are out.

    • Initial Complaint

      Date:26/09/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      September 24, 2022
      $450 deposit paid via *transfer
      Rented an ice cream truck for an *vent and was told 4pm via *mail the day before the *vent and then they never showed up. We inquired and were told they’d arrive at 5pm, however the *vent *nded at 5pm. We asked for a refund and were laughed at and told “good luck with that”. Afterwards the owner, Ana L*****, made it very clear that she was not going to refund “as a matter of principle”.

      The business has not tried to resolve and has deactivated all ****** comments/reviews so our comments are no longer visible.

      We have all necessary information (texts, *mails) outlining our discussions and have connected w other customers via their ******** page, who had the same *xperience and did not receive their money back.

    Mr. Cool Ice Cream is NOT a BBB Accredited Business.

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