Baskin-Robbins — Restaurant in Negeri Sembilan

I came in last night (29/1) around 10pm because I received a free 1 pint voucher in addition to wanting to purchase 2 packs of ice cream with the 31% off promo. The female staff scooped the pint first and then stored it in the freezer first probably to avoid the ice cream from melting. While waiting, I took a seat so I wasn’t paying attention to the rest of my order being scooped. When they called my order number, I took it and left without checking as I am a regular BR customer.

Bear in mind this was a pitstop otw back home to Selangor during CNY holiday. I come home to unpack my order just to find out the female staff forgot to pack 1/3 of my hand packed ice cream (yes, it was the one in the freezer) 😭😭😭 what was more upsetting was this was the butter pecan flavour which is hard for me to find a store that has this flavour in stock 😭😭 i understand that this is cny but there weren’t a lot of customers in the store too? why was this overlooked? i admit this may have been an honest mistake from the staff’s standpoint and maybe i should have double-checked my order but the staff last night was also sooo busy non-stop talking to each other in the midst of scooping other people’s orders so they were probably distracted. and i have never had to double check my order when buying from other branches. if you’re expecting a customer to double-check, then why go to the liberty of packing my ice cream packs in dry ice and expect me to unseal the cellophane tape on the bag 😡

staff knows this is 31% discount promo period so they should be extra precise when doing their job no? instead they were busy chatting away. this experience ruined my mood and i’ll be reluctant to purchase in the future. wasted my time and the voucher that was used so i can’t even get it back.

update: called the store on 30/1 and talked to the manager around 4.30pm. manager said they cannot reimburse my voucher and want me to come collect my ice cream instead. explained alr that im based in selangor so i can’t go back to seremban just to get it and they reply saying they are fine with holding it until i can come again??? when i asked if i can complain to HQ, they gave a lackluster response. in fact, the staff had the audacity to say the pint was right there tgt with the sealed bag on the counter, but if so why wasn’t it even in the sealed dry ice bag 🤦‍♀️ explanation makes zero sense. your customer service...

Absolutely disgusting experience at Baskin Robbins Seremban Gateway.

I ordered two cakes online, scheduled to pick them up today, and arrived early at 6:30PM because I had a family birthday dinner at 7PM. I waited patiently while the staff was serving someone else — fine, no problem. But then came the ridiculous part:

They told me ONE of my cakes had already been picked up YESTERDAY — by someone else.

Excuse me?! How do you mess this up? How does a staff member just hand over a cake without even checking the date or verifying the order details? That is a level of stupidity I can’t even begin to understand. It’s not like you’re selling a cup of ice cream — it’s a pre-ordered birthday cake, how can you be so careless?

And what did they do next? Told me to wait for the manager. So I waited — and waited — for over 30 minutes. By the time they were done doing nothing useful, I was already late to my family’s birthday celebration, and yes, everyone was waiting for me and the cake that YOUR staff gave to a random person the day before.

This is completely unacceptable, unprofessional, and downright pathetic. The fact that this happened at a big brand like Baskin Robbins makes it even worse. I used to love this brand, but now? I’m seriously reconsidering ever stepping into another BR outlet.

Seremban Gateway branch — you are the worst Baskin Robbins I’ve ever experienced. Disorganized, careless, and utterly disrespectful to your customers’ time. One cake missing, one ruined evening. That’s all it took to lose a...

Used my debit card PayWave to buy an ice cream cake. But their POS system doesnt print out the receipt. I checked my Maybank2u it says the transaction is completed and RM138 is already removed from my balance.

The staff said it will later be credited back into my account. I need to make another payment. They don't accept touch and go, asked me to go nearby ATM to take money, but both ATMs are not in service. So I have to top up my GrabPay (which I never use before because I rarely use Grab app) and make another payment.

I am still waiting the balance of RM138 to be credited back to me, who knows how long it will take. Let's see if they will call me to follow up or will they just forgot about this. (This is what I really hated, companies with-holding my money and doesnt know when I can get it back)

At least they could've offered my family a treat when we are stucked in the shop for about 20minutes and also the extra RM138 i need to wait for who-knows-when to be...