ComplaintsforCold Stone Creamery
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Complaint Details
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Initial Complaint
05/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a cake called “a cheesecake named desire” a raspberry cheesecake ice cream cake. I ordered 2 days in advance + tipped cake maker. Picked up the cake & when I got to the car, I double checked it. It didn’t have “ raspberry frosting” as advertised. I go back inside to ask about it. The girl behind the counter said “yes, yes it’s raspberry”. “I assure you”. So I tasted it right there & it was just plain vanilla. After telling her this she called her manager. I pulled up the pic to show the frosting is pink with bits of raspberry & was told those are “glamour pictures for advertising” the cakes they make don’t look this way. The girl said they just put raspberry on top. No frosting & there is raspberry inside. I tried to explain that it completely alters the flavor I am wanting & purchased. She walked me over to the cake book pulled up a large photo & again I said these aren’t made the same. Her manger said this is how they make it, I’m the ONLY one to complain & that corporate says it’s okay to make them this way. After much back n forth, we came to the conclusion that I’d just take home a cup of raspberry sauce to pour over the pieces of cake. She then took the cake in back, I’m assuming to package everything up & brought me back a cake that looked like a crime scene! Now mind you, I’m being polite, just trying to get what I paid for & was expecting. Frustrated, the manager got on the phone with me & said can either 1) have a brand new cake, with vanilla icing as well but they ran out of raspberry sauce to give me so it’s AS IS 2) take this cake that looks like a crime scene or 3) get a full refund & leave with no cake! I didn’t have a choice but to take the cake. I was already 2 hrs late trying to get the correct cake. In the end, we cut open the cake & it wasn’t even cheesecake ice cream. It was chocolate chip cookie dough & there was zero raspberry inside! I would like a full refund & replacement. Birthday ruined! Pics of what I ordered vs what I got
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.