ComplaintsforBaskin Robbins

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a school spirit ice cream cake on 5/22/2023 and it was to be picked up at 1:30pm on 5/24/2023. I arrived at 2:00pm and was told not asked TOLD to wait 10 minutes that the cake was on its way from another store.The associate that I spoke to made it seem like it wasnt a big deal waving his hand at me to calm down, when I was simply voicing my concerns. His I just need to wait 10 mins for it to arrive from a different location turned into me waiting for OVER 30 mins. The website said I would get the school colors on the school spirit cake if I listed them. Well I listed them and to no surprise I didnt get the school colors I specified. I didnt get a {courtesy} phone call saying it wouldnt be available for pick up at the time that I paid for, I didnt get a phone call asking for clarification on the cake.I didnt get what I ordered the school spirit cake and it wasnt available until over an hour passed the pick up time. I did however get a non compassionate yet cocky employee trying to make me calm down and conform to his belief of [it] not being a big deal that they were running behind even though that establishment and employees made me over 30 mins late to my daughters graduation and I didnt even get what I paid for.I decided to contact corporate via email to explain my experience and requested a full refund. I did receive an email back, however it was only to say they will get back to me in 2 business days. Yet they have failed to follow up. I paid over $50 for rude and inconsiderate service therefore, I am requesting a full refund for my time, not receiving what I paid for and the lack of compassion from 2 of the employees that I dealt with. Please see proof of everything.

  Business response

  06/28/2023

  I am the owner of the Baskin-Robbins at ********************************, ***************************************************************

  Upon reviewing this complaint I am informing you that it is not for my store.  We do not out source our cakes so there would have been no reason that we would have had to have anyone wait for a cake to be delivered.  In addition, the address telling the customer where to pick it up is a completely different address than myt store.  It shows ****************************************************

  I did attempt to contact the customer and left a message but did not hear back from her.  I am happy to help her get in touch with the store she got the cake from as well as offer her my services when she orders cakes in the future.

  I am concerned that I have had 2 complaints filed under my store that should not have been.  The 2 codes are this one, 20176058-1ESF1 and a previous one, 20166521-2C966.  Will these be removed from my Baskin-Robbins?  Feel free to call me at ************ or email me at *************************** to let me know that this is resolved.

  Thank you,

  *******************************

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a special Mariokart birthday cake for my sons 13th birthday. Immediately after ordering I was contacted by the store and informed that they did not have the toy for the design but that they could still make the cake. I was told that the cost of the toy would be refunded to me. This was never refunded. In addition the cake that I received barely resembled the cake that is advertised on the website. Upon noticing this I called the store and was told that I would have to call back in the morning to speak to a manager. Subsequently, I called the store 4 times asking for the manger and was hung up on each time. This store has a documented history of defrauding consumers and being excessively rude and disrespectful to its customers.

  Business response

  06/28/2023

  I am the owner of the Baskin-Robbins at ******************************** located at ****************************************************************  I received this complaint via mail and did not get it until last week.  I have attempted to call the customer and have left 2 messages over the week and have not heard back from her.  I also researched all online orders from May and June and I do not have an order under the name of *************************.  Upon viewing the cake in the photos I am sure that this complaint was to go to a different Baskin-Robbins as myself and 2 others complete all cake orders and we did not make the cake in the photo.  That, along with the fact that I do not have an order under her name assures me that this complaint was meant for someone else.  I did attempt to get in touch with the customer as I would like to help her in any way I can by helping her get the correct information for the correct store so she can get a refund as well as offer our services the next time she is in need of a cake.  We would be happy to help.

  Please let me know if this complaint will be removed from my location as it was not meant for us.

  *******************************, Owner of Baskin-Robbins at ****************

  ************

  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩