The good: I ordered a Peanut Butter Playground cake for a birthday and it was tasty.
The bad: I ordered and pre-paid for a 8" large round cake that is for "up to 14 people" and picked it up on the way to the birthday party. When the employee brought it out, I said it looked small. He told me the cake was correct and it looked small "because I ordered it online." When I got to the party I borrowed a tape measure and the cake was a 6" small round that serves "up to 8 people" and was not enough for everyone at the birthday party.
The worse: Customer service says problems are to be entered on the ColdStone website and corporate will contact the individual stores. I provided the requested information and waited a week. No response. I called customer service. They confirmed my contact information was correct and told me I should already have had a response. I waited a second week. No response. I called back again and received the same assurance I would receive a response. I wanted a third week. No response. I called back and was told the complaint would be "elevated." I waited again and no response.
5 for a yummy cake.
0 for making me a small cake when I paid for a large cake.
0 for the employee that handed me the small cake and assured me I was receiving the large cake I paid for and it only looked small because I ordered it online.
0 for non-existent customer service at the 9350 West Sahara store.