Baskin-Robbins — Restaurant in Maryland

I went to the store to order a unicorn cake for my daughters birthday. I asked the store clerk if there were any unicorn cakes as I had showed her from my phone. I looked in their book to choose a cake. I chose cake number B-29. It was the unicorn cake, I discussed with the store clerk that I wanted to add pink to the flowers on the unicorn. She said it could be done. I filled out the order form with my selections and added a note “add pink color” which would be interpreted as we verbally discussed (pink color to the flowers along with the colors that were shown in the book). I paid $50 for the round 9 inch cake and was on my way...

A few days later (today) I go to pick up the cake. The cake is completed pink to my dismay! This is not what I ordered. I spoke it over with the clerk and she said my daughter is the one who told her to make it all pink which was inaccurate and she knew that.

She contacted whom I later found out was the district manager named “Vick” and I spoke with him. He pretty much said it was my fault and didn’t take into account that I verbally told the store clerk that I only requested additional pink flowers not for the whole cake to be pink. I went back and forth with him about the issue and he was very condensending and had no regard for what I was trying to explain. They only offered me measly 5% discount and 1 dozen donuts... initially I wanted a new cake but then after some thought, I did not trust for them to make me a new cake so I said “what type of discount can you give me if I just take this one” — which was only 5% off... for a huge error... I disagreed and insisted that 50% off would be appropriate. After saying I would write a negative review about the store and the way I was being treated, in addition to contacting the Better Business Bureau, the manager asked me “What can we do for you not to write a negative review and contact the better business burea” and I said a discount at which time he says that it’s my intent to just get a discount. Wrong! My intent was for me to get the cake I ordered initially. I am asking for a discount now because of the error. He went on to tell me that I was “blackmailing” him, which is totally unbelieveable! Really? Blackmail the manager at Baskin Robbins?? The way that he was acting for a manager is disgraceful. What ever happened to customer service!? I didn’t go in there looking for a freebie! I just wanted my cake but I got a incorrect cake and a headache instead. This store needs to do a much better job with communication, and when taking a cake order the employee should write down any additional special request and confirm it with the customer. Some type of corrective action should be taken place. As for the manager, he should NOT be managing. A manager should NEVER argue with a customer. He needs training on dealing with people. All in all, I ended up just taking my cake because as the saying goes, “sometimes you’re better with the devil you know than the devil you don’t know” and I don’t know what they could have done to my cake. It’s a loss for me but I can’t trust someone to make me a cake that I’ve had a negative interaction with. This store...

I went to this location to get a quart( the biggest take home size) of ice cream and I got two flavors. I went the second day and I wanted to get the same thing, but I was told that I can’t do two flavors. All the Baskin robin locations and any icecream place let’s you do multiple flavors when you buy a hand packed quart. Let alone quart you can even do two flavors for a double scoop. The person who helped me told me they don’t carry the flavor I asked for even tho that it the flavor I always get. I had to find the flavors and show him where it was. He not only is bad at customer service but also doesn’t know his products. I asked the reason why I was able to get two flavors the day before and not today. He said the manager made a new rule not to do it. All this conversation he didn’t even make eye contact and treated me like I was asking for something free. The other employee was talking him that I can get two flavors but he didn’t want to listen so I ended up leaving...

Don't ask for anything new or make special orders.

I asked for A Sundae Shake. They came out weeks ago. The guy at first said they could not do a Sunday Shake using a flavor other than Oreo or Chocolate Chip Cookie Dough. Then he said it would be "ok" and asked me what toppings to put on it.

To make it, he put a scoop of ice cream in the bottom, added a 2 ounce layer of shake, then put hot fudge on it and added a second scoop of ice cream.

Attached are the comparison photos and a screen cap of the Sundae Shake...