Baskin-Robbins — Restaurant in Maryland

For anyone thinking about going to any Baskin Robbins... I've never been one to even write a negative review but this whole situation was just ridiculous.

UPDATE...... I swear, I have never encountered worse customer service. So I contacted BR customer service on Friday and was told I would be getting a phone call back within 24-48 hours and could expect a refund within 5-7 days. Fast forward to today, I called customer service because I haven't heard a word and of course, no refund. Customer service now tells me that they don't have access to the stores system and that they wouldn't be able to give me a refund. So not only did we not get what we paid for, now we are being given the run around by both the manager and customer service.

• Online orders beware* First time ordering from any Baskin Robbins and it will surely be the last. I placed an order through the baskin Robbins website in the morning to pick- up later that evening. I got the confirmation email and my card was charged. I was actually not able to pick the order up that day, but called the next morning to make sure it was ok that I picked up that after noon. At first I was told that they didn't have my order and that they didn't have a cake decorator there so they weren't sure what to do. They would get in touch with a manager and call me back. I did get a phone call back within about 5 minutes, and was told that my cake would be ready to go by 1230. I told them I wouldn't be able to pick up until 230, it was no problem, they would have it waiting for me. When I got there at 230, the staff was clueless, still had no idea of my order. I triple checked that I had the correct store, correct numbers. I asked to speak to the manager which took a pretty long time, especially having toddlers in the car. I eventually asked for a refund, only to be told that the website was a third party and that I would have to contact customer service to get a refund. I was contacted by the manager of the store who was nice and apologetic but told me that he usually tells everyone to order at the actual store. He did also offer to have me come back in to pick up a different flavor of the cookie/ cake treat... at that point, I honestly didn't want anything from Baskin Robbins. I have ordered from many places online and have never had this issue, nor should it be our responsibility to just know that the website doesn't communicate with the stores. Still hoping that I will get the refund for the cake that I paid for and...

Placed an online order (1/11/21) for their unicorn cake from out of state so my daughter could pick it up for her birthday (1/16/21). Instead of making it exactly like the picture (or at least come close), they decided to use an awful color combination and a Christmas tree horn without even consulting me. It's like they didn't even try....brown ears and the eyes....ugh! Contacted customer support and Kristine Robey was of no help at all. I was told that they are taking measures that it doesn't happen again. Okay...well that does nothing for me now. Buyer Beware and don't expect anyone to rectify the situation because they'll just stop communicating with you!!! The worst customer service on the planet. I wish I could give this...

The young woman who took our order let two of us in the group order hot fudge sundaes without bothering to tell us they had no hot fudge (how is that even possible?). Rather than refund the order, they gave us extra scoops of ice cream. I wasn't really interested in extra scoops of plain vanilla ice cream but didn't want to hold up the line further. Out of the four people in the group, all disliked the taste of the ice cream we had and those with waffle cones said they were stale. One had paper on the inside of the cone, which was pretty shocking and annoying to bite into.

Poor customer service, bad ice cream. Not at all the Baskin Robbins experience I...