Baskin-Robbins — Restaurant in Richmond Hill

The employees at this store need some serious customer service and empathy training.

I am a parent of a toddler who managed to lock herself in the car yesterday outside one of your stores. She was stuck in the car for 30 minutes in this heat wave.

Finally the fire department were able to get her out. All the people in the strip plaza saw the rescue, including the store employees. Once my baby was out and we established she was ok, and given water, my first impulse was to get her some ice cream. A treat to help her cool down.

This is our neighborhood store and we visit it often. While ordering, I politely asked if we could stay in the store for a few minutes, as my kiddo was too traumatized to return to the car, and it was blistering hot outside. I explained that she was the kid that was just rescued.

Their response was a emotionless resounding NO. As I had just been through the single most terrifying experience of my life, I was deeply upset by their response. I understand social distancing rules, but letting a traumatized kid stay in an empty store for a few minutes was not a risk IMHO. We were masked!

To make matters worse they chose to argue, when I pleaded. I am sad to report, they have lost a...

Terrible customer service - we ordered a $40 ice cream cake specifically asking for pink sprinkles on top for a girl's birthday. When we picked up the cake and asked for a candle, the cashier narrowed her eyes and responded "UMMM", thought for a while, and gave one reluctantly. Note that a single birthday candle is complimentary for all cakes. After this strange encounter we left the store only to realize there were no pink sprinkles, so we brought it back saying we asked for sprinkles when we ordered, and asking them politely to put some on. The cashier very rudely said "I don't think so. It would make the cake messy" (?????) This was your mistake?? We told her that the birthday girl really likes pink sprinkles, and to try to put it around the edge of the cake, and she took it to the back. When she brought the cake back with DARK GREEN sprinkles, she SHOVED the box wordlessly across the counter. Excuse me, this was your mistake that you first refused to fix, you didn't even fix it correctly, and now you're giving us a horrible attitude for no reason. We have ordered birthday cakes at this location for over a decade but will never be returning. You have lost some...

I’ve been to this location multiple times and I’ve been meaning to test some new flavours. Unfortunately, I was denied each time. The first time was because they were out of sample spoons. The second time was the same thing and the final time I was denied again. I confronted them about it and their excuse this time was because of COVID and that they didn’t want the masks off. Mind you, there were customers inside the store without masks ordering their ice cream. I asked for a manager, they ignored me and refused to give me the full contact of the manager. I have been to other Baskin Robbins’ location and they have happily given me samples of their new flavours. Sadly, with this location I have walked out with ordering the same old flavours that I’ve tried. I didn’t have the opportunity to try out the new flavours here. I have reported them to Baskin Robbins corporate. The purpose of the company is to try new flavours before buying them. Extremely disappointed with...