The Marble Slab Creamery

It's tradition to get a Cookies and Cream Cake for my husbands birthday every year from Cold Stone Creamy however for time sake we chose to get one from The Marble Slab instead. I was extremely disappointed and will not take a short cut again. Not only was the cake disappointing, the service from a manager named Ryan at store #774 , Rock Hill SC, was unacceptable to say the least. The cake had a very thin layer if yellow cake for the crust on the bottom, Vanilla Ice Cream for the entire center, and crumbled cookies on the top with whipped cream edges. When I ordered the cake I was told the cake was just like Cold Stone's with the exception of yellow cake rather than chocolate. The young lady said it was made with a layer of yellow cake (not a thin crust) the center was suppose to be Cookies and Cream Ice Cream (not Vanilla) and topped with butter cream icing, whipped cream and more cookies. I was elated. Until I cut into my cake and realized there was no cookies in the center and no cake layer just a crust, and no butter cream icing on the top. I have a circle of Vanilla ice cream with cookies on top. I called the store to explain that this isn't what I ordered and a very rude manager named Ryan didn't acknowledge my complaint at all. Instead he insulted me by calling me a liar stating he puts the same mixture in each cake. I offered to text a photo of the cake he refused to give a cell number accusing me of being someone off the street he didn't know, I asked for a email address he still refused. I asked for the owners name to voice a complaint about him he refused that as well and then told me to have a good day and hung up on me, I was extremely disappointed and insulted. I am a paying customer with a valid complaint and as a manager I would expect complaints to be taken seriously and addressed rather than a manager abusing his authority and trying to pad his bruised ego because he actually made a mistake when making a cake. I called him back and the line was busy for over 30 mins. When I finally got through I advised him I would find the store manager and make sure he hears about this. As a manager he should be able to take a complaint for what it is, acknowledge it, and handle it professionally not take it personally and if he can not do that he does not deserve the title of Manager. He is representing a corporation and the owner and he should remember that at all times. A complaint isn't personal but anything he says and does effects the store, the owner and the image of the franchise. He simply couldn't apologize and leave it alone but rather continued to try and explain why his action were justified. This Ryan character needs tohumble himself, leave his ego at the door, and learn how to treat customers.



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