Complaints

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.

• Initial Complaint

  Date:08/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I placed an in-person custom cake order by visiting this Cold Stone location on 6/30/2024. I ordered the "Hockey Face Off" cake #*****/23369 with figurines and paid for the cake that day. I stressed the importance of receiving this particular cake with the figurines. I was told I would receive a call if there were any issues with the cake. I was scheduled to pick up the cake at 1 pm on 7/4/2024. On 7/2 indicating that my order was not "messed up" and confirmed my order. I went through all the details on the phone again. On 7/3 at 6:27 pm, less than 24 hours before I was supposed to pick up my cake, I received a call from the cake designer that Cold Stone did not have the figurines needed for the cake and that the cake needed to be redesigned since it no longer made sense without the figurines. I informed the designed that I had already confirmed the order and asked to speak to a manager. We came up with a totally different idea that was not what was expected but I needed a cake for the birthday party the next day. The designer told me a manager would be on site when I went to pick up the cake the next day. I picked up a cake the next day that with mismatched icing and the new design. I asked for the manager and was told the manager was not in. I needed to call the main customer service line at *************. I called this number on 7/4 immediately after picking up the cake. The case number assigned to the matter is *******. I was told the store manager would contact me. I never received a call. I called the 866 number again on 7/15 and 7/22 and was told someone from the store would contact me. No one has contacted me. I called the 866 number again on 8/8, waited 10 minutes on hold, and no one picked up. I requested a refund and have yet to receive any response.

  Business Response

  Date: 10/04/2024

  Dear BBB,

  I hope this message finds you well. I would like to extend my apologies for the delay in responding, as the previous correspondence did not arrive in time. I am reaching out regarding Complaint ID ********.

  I have personally contacted the customer, **** *****, and have issued the refund she requested due to the dissatisfaction with the cake. I would like to kindly request that this case be re-opened and, once reviewed, closed out, as the issue has been resolved.

  Thank you for your understanding and assistance in this matter.

  Customer Answer

  Date: 10/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******