Baskin-Robbins — Restaurant in Gallup

06/23- paid for an ice cream cake for my son's birthday. We had to cancel the order and redo the date due to issues with the venue location contacted employees at baskin robbins of changes a week prior to cake pick up. 07/23- went to pick up cake and was told there was nothing because the paperwork was lost. Had to buy a cake from another location. Contacted owners for refund they refused and suggested to make another cake due to lost paperwork on their end. Told them I did not have another birthday any time soon. 09/23- had daughters birthday and made plans with owner to have past paid cake made for her birthday. Owners agreed and said we had to have the same cake as paid for in the past. We agreed. Come birthday date, went to pick up the cake and had to repay for the cake again! If this was the case, then why couldn't we choose a better cake for her than a dinosaur cake. Contacted owners again and have not received a refund or appology.

Take your business elsewhere, because young teens/young adults are hired here and the owners stand beside them no matter the mistakes they make. Even the so-called managers yell at customers. My husband was yelled at for demanding a refund, if he yelled he would have scared them and they probably would have called the cops. Once went there and a sign was posted that said "Do not to yell at teen workers". From past conversations with the owners, they are not dependable with customer service. I will not be going back despite the goodness of the ice cream. Good thing grocery stores carry the baskin robbins...

Love the ice cream but our experience there this past Saturday was not good at all. The floor was being mopped & there were no wet floor signs visible. My daughter stood on the railing to look at the ice cream & stepped off & slipped. She hit the floor face first & started screaming. No help from the employees there, not one employee asked if she was OK (there were 3 employees behind the counter). I had asked for an incident report, I was told "we don't do that here and I didn't see what happened anyway". The employee became defensive & argued that she had the wet floor signs out. She even stated "we can look at the camera" & when I agreed to she stated "well the owner isn't here". I realized I wasn't getting anywhere with her so I left. My daughter's 2 front teeth are now loose & she has a fat lip. BAD...

A Fresh New Era at Baskin Robbins in Gallup, NM

For over 40 years, Baskin Robbins has been a beloved staple in Gallup, but the new ownership has truly brought it to life. The energy in the ice cream parlor is incredible, and the staff is not only professional and courteous but also goes above and beyond to make every visit a great experience. The ice cream selection is as amazing as ever, and the cleanliness of the store is impeccable—truly 5-star all around. Whether you’re craving a classic scoop, a real banana split or something new, this Baskin Robbins is the perfect place to indulge. Highly recommend and to the staff and ownership; keep up the great job!...