Cold Stone Creamery - Grandville

When I spoke with the manager, Brianna, her excuse was that they usually don’t take phone orders the day before pickup. It felt dismissive, as if I had indeed placed an order. I expressed that I didn’t feel there was any sense of urgency or a reasonable explanation for the mix-up. Even after her snarky demeanor and sarcastic tone, I remained polite and simply said "no worries" as I left. I believe there is room for improvement in their service, and I’m not inclined to return to this place again. Customer service is crucial, and Brianna and her team fell short during this experience.

If I could give zero stars, I would. I placed an order yesterday morning (July 10th) at the Grandville location for our daughters to pick up today at 11:00 AM (July 11th). We arrived at 11:30 AM, and the order was not ready. We had spent nearly $40.00 on an 8-inch custom cake featuring all her favorite things, and now we are left to settle for whatever they have on hand, which is unacceptable. We will never return to this location. Disappointment doesn't even begin to describe how we feel. There is absolutely no excuse for this poor service.

I went in with my sisters, and they messed up all four of our orders. I tried to point it out, but the staff member insisted she knew what I had ordered, yet nothing was resolved.

I ordered a cake for my sons. they were 2 hours too late to begin. when they did, it was wrong. then they could not find anyone who brings me with me, and asked if I could leave my sons to get it and then bring it to sleep after his. not only that, but has not offered a refund for the cake! at the beginning it is that they have picked up the wrong cake and taken it back into the load. we don't intend to eat it, but does that mean they're sending it to someone else?! I could have done something with this cake! that's just terrible and it makes me wonder where my cake was. do not get busy with this step!

No greeting what so ever. Honestly, for their safety they should be greeting people as they enter the establishment.Marginal ice cream at best but doesn't compare to small town ice cream shops, anywhere.