Baskin-Robbins — Restaurant in Conyers

On the evening of January 8th, 2025, as the sun dipped below the horizon, I stopped by a Baskin-Robbins location to satisfy my craving for ice cream. What could have been a frustrating experience due to some technological inconsistencies was saved by the professionalism and hard work of two standout employees.

From the moment I walked in, it was clear that the workers on shift were doing their utmost to maintain a seamless customer experience, despite notable challenges stemming from the Baskin-Robbins app and website. I had preemptively explored the app to decide on my order and was excited by the wide array of toppings and flavors listed there. However, when I arrived in-store, I quickly realized there was a disconnect between the app's offerings and the actual availability in person. Many toppings and flavors I had seen on the app were either not visible or appeared to be entirely unavailable. This created confusion, as it wasn’t immediately clear what options were actually offered at this specific location.

The lack of transparency surrounding the toppings was particularly frustrating. Unless customers actively viewed the app's ordering screen, they wouldn’t know what options existed. This disconnect made the in-store experience feel incomplete and inconvenient compared to the polished digital interface.

However, this is where the two workers truly shone. Recognizing the confusion caused by the discrepancies, they quickly and efficiently stepped in to address the situation. They patiently explained how the app’s programming might display items unavailable at this specific location and provided alternative options in a manner that was clear, respectful, and incredibly customer-focused. Their timely responses and proactive approach not only mitigated the frustration I felt but turned the experience into a positive one.

Despite the shortcomings in topping accessibility and transparency, these workers went above and beyond to resolve issues on the spot. They answered my questions, helped me navigate the ordering process, and ensured I left satisfied with my order. Their dedication and hard work during what seemed to be a busy time of day did not go unnoticed, and it deserves commendation.

To Baskin-Robbins management: while I greatly appreciate the effort and professionalism of your employees, I would encourage a closer examination of the technological disconnect between your app and in-store operations. Streamlining the digital and physical ordering processes and improving topping visibility for in-store customers could significantly enhance the experience.

Overall, the service I received that evening was a testament to the professionalism of Baskin-Robbins’ staff. These employees turned what could have been a frustrating experience into a memorable one with their hard-working disposition and problem-solving skills. While there’s room for improvement on the technical front, I left the store feeling satisfied and grateful for the exceptional...

Let me just tell you that BREE & DENAI are THE BEST! They helped me save the day (night)! I got my dates wrong for a skate and glow party. As an apology to the kids, I took them for ice cream. Unaware of the time as I walked into the sweet spot, my kids were checking out what ice cream flavors they wanted. After providing a friendly greeting immediately after crossing over the doors threshold, the cashier proceeded to tell me that the ice cream side was closed! I'm like what?! I can't have two strikes against me with these kids in one night!!! As I pleaded and shared that I had five other kids on the way, someone came out from the back and began to take our order! She was so accommodating and customer focused even with limited staff by providing taste test samples, added sprinkles to their single scoops and was extremely patient with the rambunctious group of 7 kids aged 6-9! With their skates in tow, the kids were still eager to skate so they proceeded to do so in the patio area. Empathizing with us, and sharing that she's got kids too, the staff permitted us to have our skate party and even made more space for everyone's safety and enjoyment, reminiscing on how she learned to skate outside as well growing up as a kid. I couldn't be more thankful to these two ladies. They helped me make lemonade out of lemons tonight. I am forever grateful. My group of kids were grateful too and said they deserve 10 stars! I agree and if I could I would. Thank you, thank you and thank you. God...

Went here the other day (4/29/2020) and ordered a scoop of cookies and creme ice cream and a banana split. They asked if we wanted chocolate, vanilla and strawberry ice cream, pineapple, hot fudge and caramel toppings and we said yes. We got to the window and they gave us the scoop of cookies and cream. We waited for almost 5 minutes before they returned to the window and gave us the banana split. The guy told us to be careful because it was fully loaded. We pulled out of the drive thru and went and parked in a parking space so we could eat our ice cream (covid19 caused dine in and patio options to be unavailable). We pulled the ice cream out of the bag and was greeted with an already melted banana split. Now, how the banana split melted in the 10 seconds it took for us to leave the drive thru and park, I will never understand. Needless to say we did not eat the ice cream nor did I have the energy to even go complain because the staff saw what the banana split looked like before they put it in the bag. I honestly think someone else ordered a banana split and changed their mind after it had been made which and it was left to the side and we just so happened to come around. I will not be visiting this location again. I'll stick to the one...