Baskin-Robbins — Restaurant in Hawaii

Most horrible experience ever. Not sure if I’m spelling her name right because she refused to right her name down or give me the proper spelling of her name but BRIANNA is the worse person to have interacting with customers. She needs to be retrained or let go altogether. I had to order the 9” round cake online because I was picking up in Ewa Beach for my brothers 16th birthday cake and I live farther so I didn’t have the time to go down to this specific store to make the order in person. Online it shows the picture covering the whole cake get there to pick up my order, wish I could add photos to show I’m not exaggerating. First off I called the day before pick up and I don’t know who I received over the phone but the female worker who answered when asked if I could change the colors a little bit on the cake but online it didn’t give an option to change the colors shown she said, “ WHATEVER YOU SEE ONLINE THATS HOW ITS MADE SO I DONT KNOW WHAT YOUR TALKING ABOUT.” I simply respond by explaining the online order doesn’t allow you to custom the colors only shows blue for the picture is there a way to change the colors she tells me well I don’t make the cakes so I can’t tell you only that how you see it online that’s it. Fast forward to pick up the cake from the store BRIANNA shows me the cake and I swear the picture is half the size of a wallet size picture. I asked her how come it’s so small of a picture. She responds by saying, “ I DONT KNOW I DIDNT MAKE THE CAKE.” As a customer providing a place of business with your hard earned money especially during this COVID do you think that answer is acceptable especially when you just paid almost $60 for that cake. I think not. Then she tries to hand me my cake and I bought another one that I picked from the fridge to have just in case some people didn’t like the one I selected and she tries to hand me both without them being in a bag after I asked her for a bag. She puts the number candles I also bought at the bottom of the package without asking me. I asked her why did she do that and not asked me first she said,”I DID THAT ESPECIALLY FOR YOU.” I said great customer service she said yup. I asked for her name she said it’s Brianna I asked for her to write it on my receipt because people spell their name different ways now days so I want to make sure that I get it correct she said no I don’t have to do that I told you my name I don’t have to tell you how to spell it. Then said her managers name is Richard. Grabbed my things and I left. I paid over $100 at that specific store to be treated and talked to in that manner. Don’t go here if you have a specific type of order you want spent your money somewhere that will treat you like a valued customer especially when you spend over $100 for just...

Baskin-Robbins in Ewa Beach is a location with probably the worst customer service in existence. If the employees there are unprofessional and rude, its truly the store managers fault. I have personally dealt with the store manager Heidi, and believe me, she has the worst manners and lacks professionalism in the biggest way. Long story short, My wife ordered and paid for a full sheet ice cream cake on a Monday for my son's birthday party on the following Sunday. They guaranteed the ice cream flavor and the white cake to fill our order. On Friday night at 9 pm a worker calls to tell my wife that they cannot fill my order with both the ice cream flavor and the white cake, which they don't even carry anymore. I told the employee that I will come in the next day to speak to the store manager. On Saturday I saw Heidi. I told her about the call and that I felt it was unacceptable to be contacted so late to change the order, and that I need her to fill it like promised. She treated me with no respect and basically was trying to blame me and her employees for what happened. I told her that she is the store manager and that she is responsible for all aspects of the store and that she needs to fix this situation. She called the owner and was talking to him on the phone in front of me. She proceeded to talk poorly of me to the owner and how none of this is her fault. She is very unprofessional in appearance and in dealing with customers. She treated me like trash and never took ownership of what happened. Bottom line, they couldn't fill my order and I had to change it. The next day when I went to pick up the order she was playing games on her ipad in full view of all the customers in the store. Heidi claims to have 16 years in the business. It really doesn't show. She sucks at her job. I will never go back there. They don't treat their customers right and are very unprofessional. I will recommend everyone to go to a different location. The owner told me that he will talk to her, but I know he did nothing. I guess he isn't worried about...

If your trying to order something, don't do it here, avoid this place and go to Safeway or any place else. I would give them zero stars or even a negative rating, but sadly I can't.

This will be a long long story.

We called to order a mud pie only to talk with some one who had no clue how the order system worked. The first person told us we couldn't order after 5pm, for a pick up two days in advance and that we would have to call back and order "tomorrow"...a day closer to the date we wanted it, which doesn't make much sense. Especially since that would have put us within 24 hours of the pickup, which has been a requirement in the past.

Following that debacle, a manager spoke to us and said we would have to visit the location to place the order, while giggling about the employee not being able to help us. It seemed pretty unprofessional considering this was a complete inconvenience to us. So we go down to order and are only then told that they don't make mud pies, they need to make it as close as they can but as a cake.

The icing on the cake, so to speak is that when we picked it up today we were informed that they put the happy birthday on the side of cake, that they always do this because the top is too small to write on, which wasn't exactly true. Then didn't even cross the "t" for birthday.

We will not be ordering from here again. Save yourself some frustration and...