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Business Profile

Frozen Dessert Dealers

Cold Stone Creamery

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Frozen Dessert Dealers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:03/04/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Date of Transaction: 1/23/2024 Amount Paid: $54.51 What business committed to provide: Refund due to wrong order delivered (texts available to prove a refund was going to be provided and call logs to show I attempted to reach out)Nature of dispute: Wrong ice cream was delivered. Owner of the Cold Stone agreed to give me a refund if I provided photos of the wrong order. Once she received them she said I would receive my refund between 3-5 business days. After waiting almost 2 weeks, I tried to reach back out and I never got a response on both days I tried to reach out. I attempted to reach out to corporate and send a complaint about the same issue and I never received a single follow up call or email as was stated when the complaint was submitted.Cold Stone Incident Report #: ******* Order #: ***************** I have been dealing with this for almost 1 month. I would like a refund and store credit for the fact I tried to contact not only the store, but also the owner of the store, AND corporate and have not had any kind of attempt to get my issue resolved.

    Business Response

    Date: 04/10/2024

    Hi there, I'm sorry I  got this email today and this was online order and was picked up from the deriver. If the customer clime they did not get the order, then should have been the door dash issues.

    THE ICE CREAM WAS PICKED UP FROM MY STORE AFTER THAT I DONT KNO WHAT HAPPEN 

    Customer Answer

    Date: 04/10/2024

     
    Complaint: 21334595

    I am rejecting this response because: This answer didn't solve anything.

    Sincerely,

    ***********************

    Business Response

    Date: 04/11/2024

    From: ********************;
    Date: Wed, Apr 10, 2024 at 1:02?PM
    Subject: ********
    To: ********************************** <**********************************>

    Hello , re: ************************* # ********

    The customer has already made the clime to the bank and got her money in full 

    the order was online and was picked up from door dosh I try calling and reaching to door dash, but I can't refund the money to the customer due to online order.

    the issue was solved

    please let me know if you anything else is needed


    Thank
    *****

Cold Stone Creamery is NOT a BBB Accredited Business.

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