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November 2023 by Raquel Leonberger
Needs improvement on customer service.I recently went on my birthday with another family member and bought some ice cream together in store. I gotten 4 scoops (Chocolate Moose, Very Strawberry and Cookies n Cream and another extra scoop Chocolate Moose) had 4 layers of ice cream is one of the things I order.The guy was getting my order didn't watch him put all my scoops as I was ordering I walked away to look at other options and came back and waited for my family member to finish ordering there's. I did see the cookies n cream was next to the vanilla chip which could cause confusion to anyone. I trusted there service didn't think anything of it.I live about 15 mins away went home put the ice cream in the freezer took it out 20 mins later on turned on a movie at the house. When eating my ice cream and got down to the 2nd layer of the scoop from the 4 layer that I ordered it was the WRONG one vanilla chip I don't even like it was in my ice cream instead of cookies n cream. There was a mixup in the flavors I was into my movie that I ended up forgetting about the flavor being mixed up I was with family at home.3 days later called the shop to let them know my flavors were not what I paid for the manager said she couldn't do anything about it because I didn't bring back the ice cream and because I ate it.The manager spoke to me angrily and felt like she was punishing me for something wrong that they have done. She said I bought it and should have known what I gotten and why didn't I check before leaving. Because I didn't do that she said couldn't do anything about it. Poor customer service and poor management treatment.Not even for my birthday do I get treated great with customer service. The flavor was wrong didn't notice it until I was home. How is that .y fault? II'm looked as the bad guy here as I did something wrong. Manager tells me some lame excuses because I ate it and didn't return the ice cream back can't get a return or change my ice cream for another one. That there customer service is useless and just gave me a oh well thanks for stopping by baskin robbins.As a professional manager at this location let me educate how to be.Foremost an apology is given out to the customer for calling making a complaint.Active listening and understanding what went wrong. Find a solution to work something out. Keep customers wanting them to returning back.1 scoop of $3.75 no problem here let me compensate you for mixed up flavors.Or here is a free pass next ice cream is on us. I am a paying customer who bought more than 1 scoop of ice cream.I'm not coming here at this location anymore. Customers is what makes the business remember that without customers there wouldn't be a business and those working be without a job.Treat your customers better!
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November 2023 by Kimberly Collins
Got a single scoop ice cream, the scoop was so small paid over $5 and some change for it. I felt she could have put more ice cream. Probably won't go there and waste my money again.
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August 2023 by Alex G.
White girl in there gave me wrong ice cream very very nasty will not be be returning to this location
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July 2023 by Tamara Rowell
Baskin-Robbins did an amazing Job on my son's Oreo Ice cream cake! It was delicious and I will be coming back.
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June 2023 by Austin Stitzel
They do a really good job on the cakes I order from here!
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April 2023 by Karen Bernhardy
Such an assortment to pick from! We each got one gigantic scoop and loved it! The service was great!I recommend you give it a try!
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March 2023 by Coreyna F.
Zero stars. This past week I called 7 days in advance to get a special mermaid cake made for my daughters 6th birthday. They told me it would be ready at 12pm the day of the party. I get in there around 1230 the girl can't find the cake looks in front and back twice then she's like I'm not sure Where it's at let me help these customers and I'll look more. So she goes to take longer and helps out others. Then Finally came to a conclusion they did not ever make it. She found my receipt in the drawer with the cake description and all but somehow my cake got missed by the cake decorator. They didn't even offer me a discount on the pre made one I ended up buying I was fuming. Of course my 6 year old cried she wanted the mermaid cake so bad. I just can't believe after all that they could have gave me a discount at least my gosh! Do not get a cake made here!!!! They most likely will forget and have you standing there 30 min while they help others before telling you it wasn't made! Of course I did not yell or make a scene for the young girl when it clearly wasn't her fault it was the cake decorators fault for forgetting. I was just so sad that my daughter didn't get her special cake :(
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March 2023 by Sarah S.
All of the workers here are great and super sweet. Especially Yahir!!
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November 2022 by Chett S.
Order 2 shakes and they were both filled just over halfway. Company is very lazy unless you are standing in front of them. Called up and they kid there just acted stupid like he knew nothing. Dumped them both as they were also made incorrectly
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November 2022 by Lelan Q.
Feels good to re-visit this place and re-purchase their famous coffee drinks and smoothies in their plastic BR cups and use the pink spoons. I felt the joyful and the good feeling instantly with the sip of their ice cream drinks, because it reminds me of how my family were perfectionist with whipping liquid to churn it into delicious sweet cream. Happy memories enjoying Baskin-Robbins and the smell of the sweet flavors is forever good.
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October 2022 by Theresa D.
Never disappointed. It's so sad to see the sad reviews because i have NEVER had a issue at this store! All my children's birthdays are in November and they love ice cream cake! Nancy and the other decorator always listen to exactly what is needed and are extremely polite when i order and pick up the cake :) My sister in law came down last minute to celebrate her birthday with me the other day and we were able to get her a beautiful cake from here in no time. Thank you for the rush and last minute order! If more people worked here i believe it could help out a lot though
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October 2022 by Summer H.
I would stay as far away from this location as possible. Placed a custom cake order 48 hours in advance and went into the store to pick it up to find that it was completely wrong. I ordered a pink cake with rainbow sprinkles, chocolate chip flavor. The cake was solid white, wrong sprinkles, and oreo flavor ice cream. The employees who were working were incredibly sweet, they were just young kids and honestly their hands were tied. They shared that this happens all the time with the cake decorator and that their owner and manager simply do not care. I asked for a manager to call me - no one did. In fact the employee called me back and shared that their manager Nancy was off that day and refused to talk to a customer on her day off. They offered me an old cake from the back and the kid who was working literally said "I can try to write on it but I am not a cake decorator and it will not look good." Sorry but that is not his job and also how gross - an old cake! What makes this all sad is that this cake was for my daughter's 4th birthday and her one request was a pink chocolate chip ice cream cake. So now we are left scrambling to find something else. I also learned that they are breaking labor laws (minors working incorrect hours, alone, etc.) and there could possibly be health code violations (employees shared this with me about how old the cakes are, etc.). I would pick another ice cream place in town and stay clear from here. Especially knowing how their owner and management operate the location. They are incredibly rude and could careless about the customer.
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September 2022 by Manda W.
I came here today, Tuesday September 27th. The store has signs saying it opens at 11. I got there at 11:15 and the lights were off, door was locked and no one was as there. I called thinking maybe someone was in the back decorating cakes, but no answer. I waited until around 11:30 ( trying to pick up a cake for my kids birthday) and still no one showed up. There were a few other guests who walked up and tried to open their door as well. At this point I left and emailed customer service on their website. I get that things happen, but after reading a lot of the other reviews, it seems to be pretty common at this location.
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September 2022 by Sandra Lucas
Clean and great service
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August 2022 by Meesha S.
Today August 27th around 11:30, we walked in to this BR location. The two young employees, a boy and girl at the counter, were completely inept. They were talking and gossiping amongst each other and looked less than thrilled to have to stop their conversation to serve our family. The social skills they presented were so awkward that It honestly felt like we were being pranked. The guy was completely confused on what we wanted and kept mixing up what we said. When it came time to add the toppings to one of the ice creams, he shaked a spoon of M&ms on the ice cream leaving just a few to drop on top. Literally like 3 m&ms. He locked eyes and was smiling oddly at my husband as m&ms fell and clanked around on the counter and dropped below. I almost busted up laughing. Our orders were not difficult and this seemed like a decision to provide bad customer service. I seriously expected to see "what would you do" tv show cameras pop out from the back and John Quinonez to say "these are actors, paid to be bad at customer service, to see what you would do". Unfortunately, this was not the case. The poor service was real, I truly couldn't believe it. I will never go to this location again. I also saw how quickly and efficiently they helped another customer which was frustrating. I couldn't wait to get our family out of there! I will continue to give my own BR location business and feel sorry for those in Brentwood who have to deal with this travesty of an establishment.
