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| - Disclaimer: If you read my reviews, I have only left good reviews because I believe in promoting positive experiences. This will be my first negative review.
My wife and I had ordered a large rectangular cake for our godson's birthday on Saturday, 03/05/16. We picked up the cake the following day at around 6:00PM. To our dismay, when we finally opened the cake at the party, it said Happy Birthday Larry. I took a quick peek at our order and sure enough it clearly states "Happy Birthday Joseph".
So decided to give our friendly Cold Stone Creamery a call to see if we had accidentally picked up someone's cake instead of ours. The lady on the phone took a while to get the details together, but somebody did make an order for Larry earlier and they got theirs done right. The person on the phone then admitted they had probably made a mistake when making the order. Mistakes? Fine. Human error? Understandable.
The rep decides to give me the silent treatment, followed by a "Hello?" in a curious voice as if I'm supposed to respond with a solution to this issue. I proceeded to ask her what can they do in this situation to which she answers "If you bring the cake back, we can re-write on it." Apparently, she must have forgotten that she works at an ice cream parlor and the cake is not in the condition I picked it up in. I had to verify that that means the cake is melting. No, this was not acceptable. I wasn't going to pay full price for a cake that (1) was an error on the supplier's part and (2) was going to be "solved" be rewriting the proper phrase over a melted canvas.
I asked for more options. Refund? Out of the question. Bring the cake back and get a new one? No, they're "specially made" and can't be done again. Her only response was her version of a bandage on a wound created by her people for which she mistakenly took as a "solution". She then said that I shouldn't have accepted the cake if it was wrong. I said fine, we can look at the cameras at the time I was there and show her that the rep did not show me the cake, rather just handed me the box. Without class, I was told that I should have checked the box in the first place. Maybe I should have, but I'm not here to make sure you do your job right. I came here to get a product that should have been the offspring of a job done right the first time around. Notice the trend here.
So logically, this manager, as she calls herself, wants me to accept a mistakenly produced cake for the price I paid or give me a broken product. That's the price I pay for searching for a solution. You can go into a McDonald's, a Chili's, or heck.. 3-star Michelin restaurant and they will take any bad order and fix it. Cold Stone on West Sahara? Nope, they're above that, apparently. This was a scam or a trick to play on Cold Stone. I just wanted something I paid for, nothing more, nothing less. And they couldn't even deliver that tactfully.
No compromise. No logical reasoning. Just policy robots. In the end, I decided not to waste my gas to bring a melted cake back. We just cleaned of the writing and did it ourselves.
Embarrassment is this word to describe this experience in a nutshell. Embarrassment to the customer service industry and the Cold Stone trademark that hangs above their heads.
Have peek for yourself. http://imgur.com/a/MeS1x
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