Business ProfileforCold Stone Creamery #635

Took the kids to Cold Stone on August 5th. The kids wanted cold stone specifically so we drove out of our way quite a bit to get to the nearest one to our house. We all ordered and checked out. Multiple different employees helped us and so some employees were still helping the kids make their ice cream when I checked out. We took everything to go because we had quite a drive. Upon getting home we realized one of our ice creams was missing (try explaining to one kid that their ice cream is missing), they forgot to put it in the bag. I called the store and spoke to "Amaya" who informed me they forgot to put it in the bag and it was sitting on the counter. She said the only thing I could do is drive all the way back to get the ice cream. I explained that it was really far and she said they cant do anything else they can't even process a refund without me in the store physically. Thinking the manager surely can, I asked to speak to her ("Moe") and left my number and call back time. The manager "Moe" never called me. The following day I had to drive all the way back to the store after work to get a refund - then had to wait for them to figure out how to do a refund - for an ice cream they forgot to put in the bag. The manager "Moe" didn't even say sorry or offer a coupon for the wasted gas or trouble of having to drive all the way out there. Unprofessional, rude, and a terrible experience suffering the consequences of someone else's mistakes. This is no way to run a business.