Baskin-Robbins — Restaurant in Honolulu

Came today with my wife and her co worker to celebrates my wife’s birthday. We got one of the frozen ice cream cakes. Luckily they ate it there because something was off with the cake. We told the worker and she asked if we wanted to talk to the manager and we told the worker yes. But instead of the manager coming out, the worker returned and asked us if we wanted to select a different cake. That is when we found out that the cakes were not made in store anymore but delivered from somewhere else (they could not tell us when the cakes were actually made) and they add certain things to it in store. We told the worker no and if we could get a refund (there was no point getting a different cake in case those cakes were off too), so she want in the back to talk to the manager again and then came back out afterwards and gave us a refund. It would have been nice if the manager themselves had come out and talked to us instead of having their worker...

I ordered a custom birthday cake for my son’s special day from the Baskin-Robbins location at W Hind Iuka, Honolulu, HI, 96821 location. Unfortunately, the cake I received looked nothing like the image advertised online. It was poorly made and didn’t reflect the quality I was expecting.

When I contacted the store to address this issue, they refused to offer any solution or compensation. To make matters worse, the manager eventually blocked my number when I tried to follow up. This level of unprofessionalism is incredibly disappointing, especially for a trusted brand like Baskin-Robbins.

I hope this feedback reaches corporate and leads to improvements in customer service, as no customer should experience this level of neglect for such an important event. And he even blames the printer for the reason it came out like that but that shouldn’t be the customer fault . It’s really sad! I don’t even want to order...

I would really never review a chain like this. BUT only 1 reason. The gentleman that worked last night Friday May 24, 2024, closing shift. Did the best job that I ever seen. Kept his composure, greeted and thanked customers. Serviced a continuous line BY HIMSELF. Which included taking orders, making orders and cashiering, AGAIN BY HIMSELF. Did an amazing job. Not only has to be his own security for safety purposes but wow he deserves a raise. Then he has to close the place alone. Thats a lot of responsibility. Easily this was thee employee of the month hands down, even year. Kid If your reading this and they don't give you a raise contact me I will get you...