Baskin-Robbins — Restaurant in Brentwood

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...

I recently visited this location and ordered a small strawberry smoothie with banana. Unfortunately, the experience was far from what I expected. While preparing my order, the employee mistakenly began making a milkshake instead of a smoothie. When I asked why ice cream was being added, she firmly stated, “You said a strawberry milkshake,” despite me clearly ordering a small strawberry smoothie with banana.

Rather than apologizing for the misunderstanding, her response felt dismissive, and her attitude throughout the interaction was unprofessional. She rolled her eyes toward her coworker, who even suggested she just apologize. Instead, she remade the smoothie with noticeable frustration, slamming the freezer door and adding an excessive amount of ice, which impacted the taste, it lacked flavor even with the banana.

When I later ordered a vanilla ice cream cone, the same employee handed it to me without making eye contact or acknowledging my “thank you.” This behavior doesn’t reflect the level of customer service I’ve consistently experienced at Baskin-Robbins in the past, as I’ve always received great service at this location.

I understand that everyone can have a bad day, and I truly hope everything is okay with this employee. However, I believe it’s important to emphasize the value of professionalism and kindness in customer service. I hope this feedback helps improve the experience for...

Been coming here for a few years now.. Came in today for a single scoop sundae. The scoop was soo small it didn't even reach half way up the cup. I told the cashier about it, she said all the one scoop sundaes are children scoops and it looks small because it's not in the small cup. I told her I've never had a one scoop sundae that didn't reach at least half way up the cup. Never coming here again! Rip off.. I didn't order a children's scoop! I ordered a single...