Baskin Robbins Customer Service Complaints - page 3

My kids and I went to baskin Robbins in Little River, SC today and the guy that took our order at the drive thru was having trouble remembering what I had ordered. He repeated it back wrong 3 times. So once he got it right I drove up to window. He brought me the wrong ice cream and wrong cone and I told him we had ordered the choc ice cream on cake cone so he went back and got 2 cake cones and just slammed them into the correct cones and the ice cream was hanging off the side and about to fall out so when he came back to window I said I am not buying these because the ice cream is literally about to fall out. He got really upset and so I told him I wasn't paying for those so I paid for the smoothie and then he just threw those away and told my kids that they needed a new mother!!!!! Yes he was very rude I asked for manager and he said he was manager. His name tag said "shift leader" he slammed the window. I have called asking for district manager but no one has called me back. I will never go back to this place. I will call the store manager in the morning. My kids and I go to this place at least 2 times a week. They have lost my business!!!!!

I drove up to drive thru on May 6 at 7:55pm on Hwy 90 in Avondale, La 70094..the two employees we're both outside as I drove up to window he came straight to window to get my order and then brought the ice cream to window without washing his hands...I asked him did he wash his hands he told me he was smoking tho...I said well I don't want ice cream he told me you gonna pay for this ice cream...I then proceeded and drove off...

I love baskin robbins ice cream and we drive 15 minutes to get it, in kingdom city Missouri. I have had several great experiences with the people; however the last couple of times the girl was so hateful, short when responding to my friend and I, and had no sales skills.

Where do I start? Albany, OR store. I went in to buy a "pint" of ice cream. I was surprised the store was empty. I watched as the server loosely filled the pink container, weighing it twice during the fill, stopping when the container was about an inch and half from the top (later, in the car, after pushing it lightly down with the plastic spoon it was over 2" from the top). I ask the server (the other slightly older sever was watching and said nothing), if that was a "pint". She said that it was to be 12oz and actually she had given me 12.2oz. I explained that I was ordering by volume not weight and a pint of rocks would weigh more than a pint of marshmallows. Still giving the girl a $1.00 tip, I left thinking the company would correct the problem ----NOT SO!!!! I received a type of form letter saying they were sorry I had a bad experience and that they cared about their customers; that's it!!! Then an e-mail from Mollee Bidwell, owner, saying that she would put $10 "in the customer opportunity board". What's that?? She never explained; I live an hour away. She also said "it" said 3 scoops and if it was a "point" (??pint?) it was correct by B.Robin specs. What?? I used measuring cup and 2 cups of water came to about 1/8" from the top of the pink BR "PINT" container. The ice cream was FRAUDULENTLY ADVERTISED as $6.78/pint-- about the price for 1.5 Quarts of gourmet ice cream at grocery and $4.99/pint at Springfield,OR B.Robin (where a pint is a pint). It will be interesting what consumer protection agency thinks a pint is. Intentional FRAUD, no wonder company is going under, maybe Springfield,OR store needs to teach ethics to corporation and franchisees. Shame on them!!!!!

Zaragosa location has a very rude employee, needs to be taught how to give better customer service, I asked him about the free cone with a double scoop and he gave me attitude so I told him I wanted mt money back and he refused to help me,so I asked to talk to a manager and he also refused, he said his name was Leif. .. crappy service

So disappointed in the cleanliness of BR in Louisville Ky on Hwy 146 (old LaGrange Rd). It is a new store, so surprised it would be in the condition it was in. The ladies room was out of order, so I had to use the men's room. The floors were very dirty. I couldn't help but think the ice cream area must not be clean either. The employees do not have a clean place to wash their hands. Ugh.

3/13/2016 time was between 8:30- 9:00 pm ... I ordered a mini cappuccino and two children's scoops of OREO ice cream I had an extra scoop on my order and the employee put the extra scoop back into the bucket of ice cream. I asked her and told her that it was not sanitary. She said I didn't touch it and that it was ok..... NOT! LEXINGTON KY LOCUST HILL LOCATION

Baskin Robbins location 2396 Fletcher Pkwy El Cajon CA. 92020.
Wow, unbelievable. I took my family of 3 to that store frequently in the past.
No good service but real bad either until now. Last summer I went with family of 3
ordered 3 specials and the bill was $23 bucks. I thought it was high but then again my kids order extras etc. Got home questioned the kids no one got anything extra and it dawned on me, the math added up that they charged me for 4 specials. Great, oh well didn't want to go back and look like someone trying to get something for nothing.
Didn't have receipt, my fault for not paying attention. I decided just to stay away.
So today 2/24/2016 6:30 pm I go to the location because my son got a free cone coupon from his school. I thought ok I'm getting something free I can forget now and we are even. I was looking forward to ordering myself. Bang, what a slap in the face reminder of the poor quality employees that store is known for.
We got inside I was happy because there was THREE girls working and only ONE couple being served. I proceeded to the two girls talking and stood there. I felt stupid after being ignored at first but then to top it off, one of the girls turned her head with a smile but a sarcastic look on her face said "We will be with in a while"
then she proceeded to explain to the other girl how the chocolate chip cookies go here and the plain ones here. I was amazed - Gee what a concept that some one would consider bothering them in an attempt to purchase a product. Wow, I had to wait until the other girls was done with the couple. I was in shock at the wait and being ignored with no one in the store. So it confirmed that I have been doing the right thing by staying away. I got the free cone for son - declined on an order for myself (which I wanted when I first walked in).
I think those kids need some adult training. I am not really a bad guy but wow.

I went to the Baskin-Robbins on highway 85 Riverdale Georgia my waffle cone was stale I pay eight dollars apiece for two waffle cones I went back to get my replacement they only want to give me a call

I am appalled at the lack of service from Baskin Robbins...both the franchise and the headquarters. They pass the buck and could care less. The service from the Clearfield, Utah franchise is horrible and twice they have almost killed my daughter who has severe nut allergies to tree nuts. The person who took my order was made aware specifically about this allergy and yet they use the scoop carelessly and do not rinse it or they purposely put almonds from the nutty coconut that I also purchased in the ice cream for my daughter which has NO nuts. This is not the first time this has happened so they told us to make sure we inform them of the allergy so they can rinse the scoop when they get hers. It ruined out night and while we were able to keep her out of the hospital this time with medications and a long night of swelling and standing by with the epi pen, it still is very life threatening and time consuming. I called the store and they gave me the phone number to Jerry, the manager. His kids answered phone twice and hung up on me. I finally reached him and explained the situation and he said he would refund the money. I said good but also told him we wanted further compensation for pain and suffering this time as this is negligence that should not continue and this time they should pay and not us for their negligence. He was rude and accused me of just trying to get money saying he didn't know what my financial situation was????? That is ludicrous and I am so insulted! I did not go there that night to get any free ice cream or anything else and certainly not to go through the hell we did that night to keep my daughter alive. And the corporate office acts like they could care less and push you to the franchise. This franchise is a fraud and avoid it if you have allergies because they will kill you and then accuse you of trying to get something from them. Pathetic!

I called looking for a praline pecan cake. The Lady put me on hold and I understood she either had customers or needed to look for the cake I was requesting. After eight minutes she disconnected the phone. I called back and got a voice recording. I left the message asking her to call me back as I was the lady holding for the cake and was disconnected after eight minutes. She never called me back.

I called back 18 times in a row as my birthday daughter surprised me and came home from college. I wanted to get her favorite cake. I physically drove to the location in Hollywood, FL where the lady was there and would not even speak to me. She still had the phone off the hook. He younger sales person was making excuses . I told her all I wanted was this cake and a yes or no if you had it and that they both had a lot to learn about customer service. I hold this against the company and hope that other people hold Dunkin Donuts corporation accountable for teaching their people customer service. These ladies insulted and belittled my role as a customer and an intelligent woman. Instead of making a happy occasion pleasant, they made me angry. There was not even a single customer in the store. My money will be going to Cild Stone from now on. Don't cry when you lose all your customers. You chased us away.

I have a certificate that was on a birthday card my mom sent to my cousin for a free regular single scoop cone.......it expired December of 1986...I was wondering if you would still honor it?

Thank you.

My name is

Diane Wolff

i went to a baskin robbins in clermont florida on 10/10/15 to see if i could order a cake for a birthday on 10-18. was told they would have to see if the employee who made the cakes was working.while waiting iI saw a ad that u could order on your phone and the cake would be ready the next day. when the employee came back. was told that she called her manager to see if the employee was working and i was told that the manager said they could give me the phone number of the employee so i coud call her and see if she would come in.First off no one should give out a personel phone number to a complete stranger and If this is your policy I believe someone should look into changing it.Personally I would think about hiring a new manager.I have been to many other stores and never had this service. Lost a customer and might want to improve on the CUSTOMER SERVICE at this store.
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Monday Oct 12, 2015

6:34 pm

First I would like to say I have been a patron for over thirty years. Tonight was the only time I have felt compeled to contact customer service. I went in to the store located on West Broadway in Sedalia, MO. I ordered a banana split. When I noticed the young woman behide the counter was training a young man how to make one. When she only put the ice cream and bananas, whipp topping, and cherries with out any kind of toppings. Of course I ask about them and the woman informs me a banana split is not made with topping, keep in mind she is training someone else. I view this as a problem now and in the future. This store needs some serious re-training.

Sincerely

Gena Buchanan

Bought an ice cream cake last week and it was totally inedible. The cake tasted like plastic and it was stale. The cake was purchased in Edison New Jersey on Inman avenue. Just to let you know the cake was disposed of and a total waste of 23.00.

Visited S. Westnedge store in Portage, Mi this evening. One other couple plus my wife and I were the only patrons when one of the employees RUDELY announced they were closing and we would need to finish our sundaes outside. It wasn't even quite closing time of 8:00. Both couples were both nearly finished with our sundaes and we would obviously be leaving shortly, so announcing the closing and "inviting" us to leave was about as crude as I can imagine. Well, thanks for hiring such self centered rude people. You've succeeded in driving me away permanently.

Really ANGRY! Three days a week I take my kids to Baskin Robins. Until today. I sent my young daughter in to get me chocolate cherry ice cream. She comes back with some blue ice cream and saise, " They dont have it. The girl saise try this." I take a bite its horrible. I told my daughter take it back. She then sends me a sample of what I asked for. Then wants to charge me again after I paid for a bite of what I didnt order. What she offered my daughter. She refused to give me the ice cream we ordered so I threw the ice cream away

I had stopped by your Harridonville, Missouri store today , Aug 31, 2015 to take advantage of the single scoop ice cream offer for $1.31. I had driven from Holden, Mo . To my surprise , there was no one in store and the foreign man working said he could not honor promo as his cash register could not recognize . This is horrible and I was so looking forward to this offer !

I visit Baskin Robbins on Beene Blvd in Bossier City La today around 6pm..the associate did not speak,did not acknowledge my husband or myself..she did not ask us did we need any help..the only thing she said was do you need something with a really nasty attitude..we left the store and we took our business to dairy queen,I'm in retail and have been for 19 yrs..someone needs to show this stupid uneducated gal how to deal with customers...attuitude and customer service experience really stinks...never get our business again..she don't no if we was from corporate or not,be carefull how u treat your customers

I went to Baskin Robbins on Fairmont Street in Pasadena TX it was only 5p and they were out of Donuts. The girl that waited on me I'm assuming she was the manager because of her uniform blouse, she had 1 pink glazed only, and Bavaria Donuts that's it, and didn't offer,or didn't even mention making anymore. I did ask her why don't you'll have anything she shrugged her shoulder I asked her are you'll closing already, and she said nooo. Very poor service!!!! Very unprofessional. If you need to contact me please call

Aug. 7th my mom-in-law suffered a stroke, She was admitted to Ephraim McDowell Hospital in Danville Ky. She was suffering from bad leg cramps in addition to the stroke complications. The Dr.s recommended a whole banana every day. She has trouble eating a raw banana but can tolerate a milkshake well. I went to the Danville Baskin Robbins to get her a banana milkshake. They used a 1/half banana. The next day I went and requested they use a whole banana. They said they couldn't do that. I said I would pay extra. They complied and charged me $1.00 extra for the other half banana. I was happy to pay that. Mom-in-law love the chunks of banana and drank the whole thing. We continued every day for the next two weeks, requesting a whole banana. But because it made more, they used a dome lid to pour the excess shake in the cup. No problem, I carried it two blocks to the hospital with no problem. It was great getting the chunky dregs of the shake. She did not suffer leg cramps from then on. Today I went and made the same request and the woman waiting on me said if she used the whole banana it would make the shake very runny. I asked if she could use less milk. She said she couldn't. I told her that was ok as we have been doing this for the last two weeks with no problem. She didn't pour all of the shake in the cup and I asked her to pour the remaining shake in the dome lidded cup. She said she couldn't pour the remaining shake in the dome lid. I told her they had been doing that for several weeks. She said she couldn't do that. I asked if she was the owner of the store and she said, "I am and I can't help it the clerks don't follow the instructions." How sorry is that. I am just glad that her clerks are more accommodating then she, as owner, is able to be. How sorry is that. I even explained to her the reason we needed the whole banana. Guess I'll have to take an extra hour a day, away from caring for mom-in-law at the hospital, to go home and make a whole banana shake myself. I will complain to higher-up as needed. You would think if you agree to pay extra an owner would accommodate and want her employee's to also.

I just took my daughter and grandchildren to Baskin Robbins for family night. I saw the flyers on th store front in your flower mound, Texas store, advertising %1.00 for a child scoop and $1.50 for an adult scoop. So we went to the one where we live on Justin Road in highland village, Texas. No flyers or advertising about family night. They didn't know about it, they asked another employee, she had a very strong accent, she said yes for z$1.19 on a child's scoop or a $1.00 off. So wasn't very happy about her not knowing or honoring the z$1.50 for an adult scoop. So we ordered 5 Childs scoop. My bill was $7.40 after paying and sitting there with my family I thought about it and looked at my receipt she rang up the total price at $2.19 each and only took off $ 4.45 and charged the tax on the original amount not the discounted price, when I addressed the issue she (the lady with the heavy accent) had a hard time to figure out the amount to refund only gave me the difference of the discounted amount but still charged me the tax on the original amount not the discounted amount. With other ice cream restaurants close by their customer service needs desperate repair. Very disappointed.

Baskin Robbins used to have good customer service. The product is still good; however, you say you can order custom cakes but you really can't. You still charge the same price for a cake whether it is all ice cream or ice cream with cake. I bought a Fudge Nut Round Cake (ice cream only) and was charged the same price, $37.99, as the one that included cake. What should have cost me $17.99 without tax cost me $37.99 plus 3.51 tax (Tennessee), total of $41.50, for an ice cream only cake. I bought the cake on 8/10/15 at the Goodlettsville, TN 37072, Store #344754 and picked it up 24 hours later on 8/11/15 at 6:00 p.m. The girl working the register said she could not ring up the cake as ice cream only. That's why the charge was $37.99. What a rip off.

After reading the other comment your cooperation needs to get it together. I had ordered a cake Sunday the19th for my daughters 21st birthday to be picked up on Friday evening. I get there and I'm told there is no cake. The decorator walked out. REALLY! I was supposed to accept this? Why wasn't I informed in the days before? Is this how a company is run???

To Whom it May Concern,



I am writing this letter in regards to a horrific and truly traumatizing experience I had this afternoon at store location N. Lake Pleasant Parkway.



I don't even know where to start with the extent of true Hurt and Disappointment in this company resulting in a Once in a Lifetime experience I will never get back. The experience will affect me for years to come.



Today, July 23rd, was my Only child's VERY 1st Birthday! One that should be over-the-top, memorable, and incredibly special. One for Lifelong memories and special pictures to be looked back on for years to come. I am furious to say it was single handedly Ruined by the neglectful employees of this company.



Four evenings ago, Sunday July 19th, Myself, my Daughter and her Father visited the location for some ice cream.

My daughter has some food allergies, Soy and Egg specifically, so I was thrilled to have researched, prior to visiting, and find out Baskin Robins took allergies into consideration and labeled certain flavors accordingly. Very few companies are allergen friendly so its great to find ones that are. Knowing I had a HUGE Birthday party planned with family, friends and a someone to take pictures, I wanted my daughters birthday cake experience to be incredibly SPECIAL, to say the least, and undoubtedly memorable.

I wanted "first bite" pictures in the special outfit I ordered several months in advance specifically for this occasion. You see, her father is a Firefighter, so her time with him is understandably limited and precious, and as for myself I also work full-time in customer service myself as a cosmetologist, 5 days a week, and in fact I took the day off work for Her Birthday Party.

While we were there having ice cream I asked how far in advance I needed to order a cake as I was ready to order it then if needed. One of the female employees told me I only needed to "call the night before", which I NOW know specifically means 24 hours in advance, however thats Not what was told to me. Her verbiage needed to be MUCH more time Specific in that case, as that would have avoided what happened next as a result of her poor communication.

As instructed, I called in the late afternoon, prior to my Daughters party, on July 22nd around 6 pm to order the cake. I had the Special, very "girly", design and flavoring needed for her allergies already in mind. I wanted the 9 inch round Pink "Ombre" design, with the whipped cream flowers that cascaded down the entire cake, with strawberry ice cream, one of the few soy and egg free flavors. It Would have been Perfect, and ideal for my little girl to dive right into! Sadly, that never happened. I was informed as I called that I needed to call at least "24 hours" Specifically in advance from the exact time I ordered to pick up time. This of course was very frustrating and could have been avoided had I been informed of that at my earlier visit. Like I said, I would have and apparently SHOULD have just ordered it those days in advance. However, with my hands full of ice cream and a squirmy baby trying to eat it I figured calling at a later time would definitely be much easier. So like I had been instructed, I called the evening prior for my convenience.



I explained to the girl on the phone what the original cashier had told me previously and the "girl", who never actually introduced herself over the phone, said she would call the Manager and ask if it was possible and call me back in a few minutes, so I gave her my phone number. I waited 30 minutes without a call back so I called again myself. She said she called but I didn't answer?

I was confused because I had my phone directly next to me, ringer on, and Never received a call. Regardless, she said the manager said she was going to be able to make the cake as a result of the miscommunication! I was very relieved as I had no back-up plan for an allergen friendly ice cream cake at that point. The only set-back was that it wouldn't be ready until 4:00pm she said, which was a small compromise for myself and I gladly agreed. She took my order over the phone and finally asked for my payment information. I gave her my Visa Debit card number over the phone. She then told me that she wouldn't charge it until I came in and picked up the cake, which is a common practice for many companies and I thought nothing of it.



Fast forward to my daughters party this afternoon. While the party was going, I prepped my daughter for her cake!

I changed her into her cute pink tutu and pink onesie. Prepped her high chair with a cover of course, expecting pink frosting to go Everywhere, as it should have! I snuck out with her father to run and grab the cake quickly and left her with her grandparents. We got to Baskin Robins about 4:30 pm, and as I walked to the counter to inform her of my cake pick-up the cashier, Natalie, who's name I was only later informed of as NO EMPLOYEE WEARS NAME TAGS, stated my cake was NOT even made! Not MADE?! You could imagine my heartbreak and frustration as I was told my daughter would Not have her 1st Birthday cake! I asked why and she stated "I never called this morning to speak with the decorator"??? I was Never once told I needed to call back to "confirm" the order or to speak with anyone after already placing an order! She then told me that they also didn't make the cake because it wasn't paid for! Not paid for? Why in the world did I give my card information over the phone then? And why was I told it wouldn't be charged until I picked it up if it wouldn't even be MADE in the first place unless it was charged? I was horrified with what I was being told. I was as a loss with what I would do as I had family, friends and more importantly my daughter waiting for her cake to arrive!!! Now I was being told there wasn't one!? How could this happen? I quickly asked to speak with the manager, who wasn't there, and a call was then made to her. The cashier handed me the phone and "the manager", who also failed to name herself, told me she "tried calling" and I didn't answer? Yet again Zero Phone called missed today! I concluded the employee over the phone the evening prior Obviously wrote my number down wrong as this was now the second time I was being told this. I said I would gladly print my phone records to prove I hadn't missed any calls and I was quickly snapped back with "Well thats not going to change anything". She told me that she was the "cake decorator" and that I failed to call to speak with her or pay for the cake which is why it wasn't made. I then told her I was never instructed to call back the next day and that I DID give my card information over the phone and was told it would be charged when I came in for pick-up! Did the girl take my payment information for fraudulent use then?? I was So incredibly confused! I was and am baffled with the overall lack of communication skill with multiple employees. She then told me she had a pre-made sheet cake with strawberry filling and that she would give me $5.00 off. I told her I felt that was ridiculous for what happened and not any kind of consolation. She then told me thats "the best she could do". How in the world is that ANY kind of compensation for my overall experience and incredible inconvenience?!

She instructed one of the employees to show me the sheet cake. It was much smaller than I wanted and needed, square, and white with green accents and green sprinkles! No pink, no flowers, nothing feminine about it! It was NOT a cake that I felt would represent my precious baby girl! Unfortunately I was left with no alternative so I angrily said it would have to do, as I had already been there about 20 minutes and had family waiting. I paid the $31.81 and left.



It felt like a circus. How does this happen?! Im so hurt by this experience as it ruined my and my families experience with my only daughter for her very First Birthday! She will never get that back and I will never get that experience back as a Mother. The overall detriment it has caused is immense and it ruined the rest of my and my families day. The result of the lack of communication skills had a horrific domino effect. The manager and her lack of truly caring, understanding or wanting to make anything right was beyond me. Never have I experienced anything like that and I feel I am moved to let others know. I have no problem making public this experience by any means possible. Yelp, The Better Business Bureau, Facebook, Twitter and even local News stations. I feel it was truly traumatic for me as a Mother of only one child to have to experience that on what should be such a happy and memorable day. After-all, you only turn One, ONCE!



I Do answer my calls and have voicemail if I happen to be working. Id like to think I'll receive a call but in light of previous experiences I wont hold my breath.



An Incredibly disappointed lost customer,



Alyssa Jenkins