Baskin-Robbins — Restaurant in Charlotte

Should have stuck to my intuition and not stopped here after reading the negative reviews, they are very much accurate. I stopped by to grab 2 sundaes, 3 scoop and 2 scoop. I stated I wanted sundaes and just wanted caramel and nuts on one, and nuts on the other (done this plenty times before at other locations). I'm told to pull up to the window, no total given. Get to the window and give my card, the total is over $13 😳. I'm taken aback because 3 scoop is 5 something and double is 4 something, doesn't add up to $13. So I said woah, tax must be high or something, and asked how does it total 13. The guy in the window (Matthew on the receipt) stated the price of the 2 and 3-scoop and basically charged me individually .99 for nuts twice and for caramel 😖. I've never had that happen before and have been to Baskin Robbins in multiple locations and in various states. In a calm and connected voice I restated to him I asked for sundaes and isn't that technically the same. He responds rudely and with sass saying "it's technically not." That was it for me, that was uncalled for and completely disrespectful. I immediately said never mind, I want a refund. I refuse to spend hard earned money on an establishment such as this. The guy goes and tells some young Black male, who comes to the window, says nothing, I give my card for the refund. He hands the receipt back to me with my card, and still says absolutely nothing. Wait, there's more, the kicker is the refund wasn't even the right amount, which I didn't notice until I drove off (but my bank took care it). No one apologized, said a word, and never came back to the window. I was perplexed. What a waste of time, gas, and energy. Hands down The worst experience I've ever had at Baskin Robbins/Dunkin Donuts!

I would highly NOT recommend this location, go elsewhere, it's not worth it. It doesn't take much to provide quality customer service, and quite frankly, you choose to work there.

Corporate, you may want to reevaluate this location, the data/ratings...

The two people working the evening/closing shift at this location on May 20th, 2025, should be reevaluated. They locked the doors well before the posted closing time, denying me access (after driving quite a distance since my more local location had an earlier closing time). Not only did they waste my time, but they cost this establishment money by locking up early. This location should have still been open based on its posted time; there were two people behind the counter and two of their friends (or additional employees) sitting at a booth eating and drinking during the time they would not open the door to allow me in to pick the items I wanted from the freezer. There was no work for them to do regarding my purchase other than let me choose my cake and pre-packed ice cream preference from the freezer, ring me up, and say have a good night (something I couldn't do from the drive-thru. Even the people sitting at the booth eating were trying to urge those behind the counter to open the door for me, but they would not.

I was intending to spend approx. $100 between buying two to three pre-packed quarts and a larger ice cream cake for guests waiting at my home, all items in the freezer I could see just on the other side of the locked door I was urging them to open.

They could have serviced the customer and still had 5 minutes remaining before rightfully needing to lock the doors for the night's close. If I were the operator of this location, I would wonder how often they bypass the posted hours and lock up early.

(It's a bit of a pet peeve of mine when people go out of their way to make it to an establishment before it closes, just to find the door locked early once they get there; It's never a good way to do business)

I would have spent more in this store in under 3 minutes (the same time I spent at the door trying to get them to honor the hours) than the store paid for three hours of employing rude/unprofessional people who cost this establishment...

I ordered two "Cake in a Box" items. The order was placed for pickup at 7 p.m. last night for sons' birthdays. Upon arrival at the scheduled time, there was a wait of several minutes before an employee appeared. The store environment appeared unsanitary, with dirty conditions and ice cream products covered in freezer burn. When assistance was finally provided, the staff stated the ordered cakes were not in stock. This is frustrating, as the order was placed and paid for online without notification of any stock issues. It was stated that a refund could only be received by contacting corporate customer service. After hours of trying to reach someone at corporate, it was reported that the franchise owner would provide contact within 2–4 days regarding a refund. This timeline is unacceptable for resolving this issue. Why would the online system allows purchases of out-of-stock items? Why is there no internal processes for failed orders to be flagged or canceled from the store level?

UPDATE: It’s been over 3 weeks and still haven’t heard from anyone now when I call the corporate number they are “unable to take my call” and recommend to fill out the contact us form online, which I have done. And...