Baskin-Robbins — Restaurant in California

It's a fine place if you just want a scoop of ice cream. The kids they hire are always friendly. It's the owners and cake ordering that are very disappointing. Last year I ordered a cake and was given the option to pay upfront or on pick up. I paid first. When I went to pick it up they said I didn't pay for it and didn't have a receipt or proof. Luckily I had my receipt. This year I ordered another cake and was again given the option to pay now or later. Remembering last year I opted to pay at pick-up. When I went to pick the cake up they didn't have it. The owner was called and stated that the cake was not made because it was not paid for and it has never been their policy to pay at pick up. They offered to give me one cake at half off. I ordered a 12-16 serving cake and all they had were 8-12 cakes. So then I would have to buy one at full price and one at half price to accommodate my needs. Meanwhile my daughter is about to start crying because she has kids coming over in 30 minutes and now she doesn't have a cake. So l just went next door and picked something out at Raley's and they wrote a birthday message on it for me so grateful. Years ago when there were 31 cent scoops on the 31st of the month. They were called family day. One day the manager said to me after I ordered mind you. That they were no longer doing family day. They could have at least put up a sign on the door or notified people when they were about to order. I emailed the owner and relayed my experience. She said she was sorry but it was a new corporate policy. She did not address the real problem which was the lack of communication. I did however inquire with the corporate and told them that I was sad to see family day go as it had become a tradition for my family and many others I'm sure. Corporate wrote me back and said they were unaware of any canceling of family day and since this is a franchise location they can set their own policies for specials. I have the emails saved to back this up if there's any doubt. So I will just take the extra drive and head to Granite Bay. That store is amazing. The people are very friendly. As for this location I think I have supported them enough and...

I am writing this review to formally express my dissatisfaction with a recent experience involving a custom cake order and the response I received from the manager, Jackie.

I ordered a custom cake for my son’s birthday, which was supposed to be red with a chocolate border and chocolate writing. However, when we picked up the cake at 8:00 pm on July 30th, the cake was pink with white writing—completely different from what was requested.

This was disappointing not only because the cake did not match the theme we had planned, but also because my son was very upset and chose not to post or take pictures with his birthday cake. This took away from what was supposed to be a special moment for him.

I called the next day to express my concerns, and I was told by the team that the only resolution Jackie could offer was 10% off my next order. I do not feel this is a fair resolution considering the significance of the mistake and the impact it had on my son’s celebration.

I am asking that you please review this situation and consider a more appropriate form of compensation. I hope you understand how disappointing it is to have a custom order handled carelessly, especially for a child’s birthday.

Thank you for your attention to this matter. I look forward to your...

This is specifically for LUCY! What a life saver and completely professional. We ordered a custom cake online for another store (El Camino) to be ready by noon on Oct 17. Didn't get a chance to pick up, so came to pick up on Saturday.

Around 1330, we walk into a store with only one person on shift. We showed her the order and she went to look for the cake. It wasn't in the front freezer nor the freezer in the back. She calls the manager of the store, and was told to look in a few places, but she was unable to find any proof of my order there. By this point, 4 people walked in since it's a nice Saturday in the high 70s.

After the phone call, she apologized because the cake was never made. She offered a cake from the case, refund, and since there was a premade with the flavors we needed, we lucked out. She was clearly panicked about the mess up even though it wasn't her store (she shared with us after), and we reassured her we understood, and also we were fine waiting for her since other customers arrived wanting ice cream.

Afterwards, she helped us with the new cake and refund, apologized again.

Lucy, thank you so much. Keep smiling and giving amazing...