Baskin-Robbins — Restaurant in Florida

This store was so bad that I don't know where to begin. We ordered a banana split. We were told they do not have the ingredients for making one. So, we decided to order sundae's. I ordered a caramel sunday. What I received was one scoop of vanilla ice cream, whipped cream, a very small drizzle of caramel on top of the whipped cream. The sundae had no nuts on it. The posted menu clearly states that they are supposed to have the makings to order a banana split, the ad for the sundae cups clearly says it comes with nuts and a cherry on top. The girl taking our order had to ask repeatedly what we wanted as she clearly could not remember what my husband had told her. I sat down while my husband waited for our order. He comes to the table with our sundae's and as I scoop down into the sundae I realize that that the sundae only had a small drizzle of caramel on the top and none on the ice cream, it had no nuts and no cherry on top. I brought it back to ask for more caramel sauce. I waited in line and when it was my turn the same person who had waited on my husband and me turned and walked away from the register to wait on a customer. So, I waited and waited until finally she came back to the register. I told her that the amount of sauce on my sundae was unacceptable, if I had wanted a scoop of ice cream, then that is what I would have ordered. So, she went and got me a small container of caramel sauce. She then told me that they did not have nuts and nothing was mentioned about the missing cherry because I forgot to say anything. She told me they didn't have nuts to put on the sundae. Now, this is the worst customer service I have had in a very long time. I have no idea what the problem is with no nuts, no cherries and no makings for a banana split, but if you offer something on the menu, then you should darned well better have it available! I will never return to this store and doubt that it will remain open if this is the normal turn of events for customers who come into this store. Very, very...

I am appalled by the experience I just had a the local Baskin-Robbins here in Land O Lakes/Lutz. I placed my order online through the website which tied to the exact location for me to pick up my order. I ordered a DIY kit, which includes 2 quarts of ice cream, 3 toppings, a can of whipped cream and cherries. The total of this order came to $25.00. The website said the order would be ready at 4:00pm and I also received a confirmation email stating the same. I went to the store and the first girl behind the counter (named May) was friendly. She asked what I ordered and I told her, and she had my receipt already printed out. As she confirmed my name, another girl working the drive through (she refused to give me her name and was not wearing her name tag-which I am pretty sure is the required uniform) came over and said we don’t sell the DIY kits here. I said what do you mean, it was available on the website. She said “that’s the chance you take when you order online”. Not the response I expected, so I said okay, then I will take a refund and she said “we can’t do that because we’re not managers and our manager is not here, you need to come back tomorrow to get your money back.” I said no, that is not what is happening. May then said “I will call my manager”- the correct and helpful response! No answer from the manager so I was left in the same boat-out $25, with no recourse. As I was taking the information down of the one girl’s name and the other refused to give her name, I said “ you know you could have just put some ice cream and toppings in a container and this would have been all fixed.” She said, “ I can’t do that because our inventory would be off”. I said “so it’s okay that your register will be over $25?” I am now kicking myself for not refusing to leave without my money and have them call the police. I will find out who this manager is tomorrow and can’t wait to have the...

There are 3 Baskin Robbins within about 7 miles of my home. I almost always visit this location because it's 24 hours but mostly because they're one of the few that actually has the ice cream I want. The other night I went to a different location on my way home and when I got there their microphone was broken and they couldn't make any milkshakes (the one thing I wanted). Normally I would just give up and go home, but that day my dad was home sick and recovering from surgery so I wanted to cheer him up. I drove another 20 minutes to get to this BR location, but when I got there the employee working drive-thru told me they had just taken down the milkshake machine for cleaning. I was so disappointed and made it known when I responded to him. But to my surprise he told me to hold on a minute, and when he got back he told me they would clean up the machine real quick to make my order! I ended up not only getting the food I wanted but had a small moment of humanity with this employee. My disappointing, frustrating, and bad day had become joyous and compassionate. I know ice cream isn't really important (and this is a long review) but from someone that has struggled recently this brief moment of compassion changed my entire disposition, and gave me something positive to share with my family. Thanks milkshake man! You fulfilled my peanut butter dreams and put a smile on my face during these...