Complaints

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited the Taco Time on **** ****** *** in ********* on May 11, 2024, and there were numerous issues with my order, including my order being inaccurate, items being stale and dried out, my food being packaged in ********* packaging, and poor treatment from employees, including being blamed for the inaccuracies and being asked to pay extra for an item that I was charged for but was missing from my order. When the on-site employees refused to fix the issue, I submitted the feedback form online and soon after received a call from an individual purporting to be the manager of the location. She apologized and promised a full refund, which she said I would see on my bank account within a week. After about two weeks, I still had not received a refund. I called the location and asked for a manager. I then spoke with a different individual, who said he was the new manager of the location. He said the old manager no longer works there, and argued against giving me a refund, instead steering me toward receiving free food at my next visit. I explained that I do not live close by and was already promised a refund, and would like to receive the refund I was promised. He told me something like he would "see what he could do", and ended the call. This was several months ago and I still have not received a refund. I would like the full $17.10 charge to be refunded. My receipt lists the order number #***, and the host name Lameisha. My receipt lists the location as "Burger King #*****" which is physically connected to this Taco Time store.

  Business response

  10/03/2024

  Hi *****,
  
  Thank you for reaching out to TacoTime. I apologize for your unfortunate experience at the *********, ** location, and for your continued frustration in not receiving proper resolution at the store level. I have shared your feedback with our corporate Field Team member for this location so they can work with the franchised owner to ensure you are contacted and offer resolution.
  
  Thanks again for taking the time to reach out to us about your experience. We value you as a TacoTime customer.
  
  Sincerely,
  
  ******** ******
  Senior Director of Customer Service
  TacoTime

  Customer response

  10/08/2024

  Please keep this case open pending contact from the business. I have not yet been contacted. Thank you.

  Business response

  10/09/2024

  Hi *****,
  
  I received your additional comments and shared them with our field team. They have informed us the location stated they reached out to you regarding your complaint. Perhaps the email they sent landed in your Spam folder? They also informed us the ********* packaging issue was addressed at the store level shortly after they received the feedback you submitted through our website in May.
  
  If you have not received any communication from store ownership, please let us know and we can escalate this again on our end to our field team.
  
  Sincerely,
  
  ******** ******
  Senior Director of Customer Service
  

  Customer response

  10/25/2024

  Thank you for your response, but upon double-checking all folders I have not received any communication via email. I also have not received any calls or voicemails.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  STORE 2167 CHECK 74 ******* *. 8/11/2024 2:27PM TOTAL ON RECEIPT WAS 7.46 ATH CHARGE INVOICE ****** TRACE ****** AUTH CODE ****** WAS ***** ******* INSTEAD OF KEY IN 7.46 HE KEY IN AMOUNT 7.46 AND STATE TAX 7.46 TOTAL *****

  Business response

  08/21/2024

  Hi ******,
  
  Thank you for reaching out to Cold Stone Creamery regarding your charge. I apologize the crew member inadvertently entered your check total twice on the external credit card terminal at checkout. I have shared this information with our Field Team member for our ********* PR store so they can work with the store to process a refund and ensure you are contacted. 
  
  Thanks again for taking the time to reach out to us about your experience. We value you as a Cold Stone Creamery customer.
  
  Sincerely,
  
  ******** ******
  Senior Director of Customer Service
  Cold Stone Creamery 

  Customer response

  08/22/2024

  I JUST THINK THE CUSTOMERS ARE A IMPORTANT PART FOR YOUR COMPANY AS OF TODAY I DIDNT RECEIVE ANY TYPE OF RESPONSE FROM STORE 2167 PERSONNEL AT THAT COLDSTONE STORE THIS TRANSACTION WAS MADE ON 08/11/2024 ELEVEN DAYS AGO AND STILL NOT RESOLVED FOR THIS INCONVENIENCE I WOULD LIKE MY REFUND THAT I WAS OVERCHARGED PLUS AN ICE CREAM OR GIFTCARD FOR THE LONG WAIT THANK YOU 

   

  Business response

  08/23/2024

  Hi ******,
  
  While your purchase was on 8/11/24, we did not receive any communication from you regarding your accidental double charge until 8/21/24. Since then we have worked with our field team to ensure the store gets in contact with you to resolve this. We have shared your request for a refund and a free ice cream/gift card, and we have been informed that the store manager should be calling you, if they have not already, to work on a resolution with you. 
  
  We appreciate your patience while we work to resolve this for you, and hope you will give Cold Stone Creamery (and your local store) a second chance.
  
  Sincerely,
  
  ******** ******
  Senior Director of Customer Service
  Cold Stone Creamery

  Customer response

  09/08/2024

  HELLO AGAIN TODAY IS SUNDAY SEPT 8 2024 ALMOST A MONTH WHEN THIS HAPPENS AND STILL NO RESPONSE FROM LOCAL COLDSTONE CREAMERY WHY IS THIS LOCATION STILL CARRY THIS NAME IF THEY DOESNT HONOR THE COLDSTONE CREAMERY VALUES AND CUSTOMER SATISFACTION I THINK THIS LOCATION SHOULD CHANGE MANAGEMENT BECAUSE IM THE CUSTOMER AND I AM THE ONE THATS BEEN AFFECTED IN ALL THIS WITHOUT PROPER COMPENSATION THANKS FOR YOUR TIME

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I receive an email from coldstone that I have an offer in my account buy one get one but I make a purchase and this offer was not applied also on April 2023 I have an offer $5 off $25 I purchase a cake and was not applied also I got rewards but the lack of information to consumers now are expired but there's no information to consumers in knowing when this rewards expires as resolution I would like my rewards to be reissued and I want the reimbursement of my bogo and the $5 on my account as rewards to spend the next time I use my account thank you

  Business response

  08/16/2023

  Hi ******************,
  
  Thank you for contacting Cold Stone Creamery. In reviewing our Rewards database and your account under your email address, I confirmed that you received a Welcome **** when you first registered on 9/3/22, and this **** was redeemed on 9/3/22. It appears that the Welcome **** notification email you received on 7/19/23 was sent in error when you opted into emails as you can only receive a Welcome **** once, when you first register for a Rewards account. We apologize for the inconvenience. I have loaded a **** to your account as a courtesy; it will expire on 8/30/23. To redeem your ****, enter your account phone number *************) on the touchscreen and let the crew member know that you would like to use the **** so that they can ensure the discount is applied before you pay. Its worth noting that ****s are only available to be redeemed on in-store purchases.
  
  With regard to your other account question, we request that you please reach out to our Rewards team directly at ********************************************** so they can assist you further. Thanks again for reaching out to us. We value you as a Cold Stone Creamery customer.
  
  Sincerely,
  
  *****************************
  Senior Director of Customer Service

*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. ↩