Baskin-Robbins — Restaurant in Killeen

I don’t know who the owner is or if this is even a franchise, but I hope someone with some authority to make changes to this store follows up and cleans house. I don’t generally post 1 star reviews, but in this experience I truly believe something has got to be said.

Quality customer service is important in most if not all businesses. But having unreliable processes AND bad customer service is unbelievably BAD!!

I recently went online to order a birthday cake for my grandson who lives in Killeen with my children who are stationed there. After locating the closest location to my sons home, I placed the order online but was directed to Postmates for the third party delivery service in which I had to pay extra. Once completed the order would take 3-4 hours to process and guaranteed delivery by 8pm the same day. It was at 8:10pm when I received a call from the third party delivery service to inform me that the product I had ordered and paid for was not available. They suggested I contact the store to see if something could be completed for this transaction. I called the store and spoke with the first sales person who informed me that the product that was ordered online was not available. I asked at what time could the product be made available? Or would I have to reschedule for a delivery the following day. The salesperson continued to look up the order and simply stated it would take 24 hours to make. I asked if we could process this order for the upcoming day. The sales person said they did not think this item was available any longer. I asked why it was showing on their website as an available option to buy. The sales person’s voice changed and in a very snappy tone said they have no control of what goes on the website. In a sarcastic manner the sales person then said how do you expect me to change things on the website? Because of the angry and sarcastic tone of voice I asked to speak with a manager. The manager by the name of Michelle came on to the phone to ask what the problem was. I explained the online order along with the third-party delivery service and the fact that my order was not available, so I opted for the product to be prepared and ready for pick up the following day. The manager said it would be impossible because I would be required to place the order 24 hours in advance in order for it to meet the 8:00 PM deadline. I proceeded to tell the manager this order was placed 4 hours earlier. And because I was not informed as soon as my order was taken that the item was not available, they had lost four hours. I asked her because of the four hour delay, was there any possible way this could be full filled the following day by 8:00pm. She responded saying that I probably ordered this item from the wrong store. She suggested I contact the Harker Heights location because she was sure I had never placed the order. I mentioned that the previous salesperson had confirmed my order was received and that it would not be full filled. She quickly went on to say in an argumentative manner that she had no order and would not full fill this order. She suggested I go elsewhere. So noted! I hung up. When your business manager cannot: Listen Act with politeness Suggest you go take your business somewhere else

Then this is simply BAD BAD Business!! Baskin Robbins you have lost my business and will see to it that others do the same. If there would be a possible way to give no stars, that’s what would be given here. They’re lucky to have 1 star given in this case and that is because it is defaulted to 1 star. This is a...

I have to say this is the worst Basket Robbins I have ever been to. I have family that owns Basket Robbins and this store should be ashamed of themselves. I have tried them a couple of times first when I went inside in the early evening I had trouble finding the place because the outside sign wasn't illuminated and white so it blends into the background. When inside they only had one register opened which was the drive through for both Basket Robbins and DD so we all had to wait to be helped and it was busy. The lead was on the drive through and kept telling everyone she would help in a minute. Then second experience after just recieving a truck they didn't have the chocolate and peanut butter which is very popular for this store and they are always out of it. I spoke with the manager and was told "I am only required to order the staple vanilla, cholcolate & strawberry". Please what happened to pleasing your customers and always having items in stock. My Aunt owned two Basket and Robbins stores and my cousin owns one now as well. My aunt kept the cake and pie case full at all times and the store was clean with all flavors in stock. My aunt knew a local church with late sunday service would all come on Sunday after they closed but guess what she did...she reopened for them. That is service I guess those dsys are sadly...

Went at 8pm for ice cream cake. Dont judge. So what if we wanted a cake to eat for no reason? 🤭 Anyways, got there only to find they only had like 2 different cakes. So we decided to get some ice cream. Nobody in the drive thru and nobody inside. We waited for 5 mins for anybody to say anything to us. Asked for a brownie fudge sundae. Guy says “we don’t serve that at this location.” Okay. They don’t have brownies. Alright, can I have a banana split? “Sorry. We haven’t had bananas in like 3 weeks” Really? Okay. How about just a hot fudge sundae. (He lifts up the empty hot fudge container. “We are out of hot fudge” Bro. Really? Okay. Just give me a regular sundae with this Jamoca almond fudge ice cream. “Ugh. I hate my coworkers. That isn’t the right flavor. We are out of that too.” Okay. Give me mint chocolate chip with whip cream, peanuts and cherries. “We are out of peanuts ma’am” They were out of cookies and cream and chocolate ice cream. Two hours to closing and the employees were more concerned with closing the store. The man helping just kept saying “I can’t wait to get out of here.” He just kept telling us it’s not his fault they don’t have anything. Blame the GM Bre. So. Bre, do better. Get that...