Baskin-Robbins — Restaurant in Niceville

Pre-ordered an ice cream cake for my daughter to be picked up this past Monday, 9/20. We first checked on the cake at noon. The manager stated the cakes weren't made in store, they were brought in from the Defuniak Springs location, but would be here by the promised 5:15pm pick up time. My parents went at 5:15pm. No cake. The gentleman that was there stated since there was clearly an issue with the delivery driver, the manager went herself to Defuniak to pick up the SIX cakes on order at 3pm and should be back anytime. He said give her 45 minutes to an hour. We did. Went back at 6:15pm. Still no cake. He said he called and it was on it's way to give her 30-45 more minutes. We did. Went back at 7:10pm. STILL no cake. He apologized profusely and asked to give them 20 more minutes. We did, plus some. Went back at 7:45pm to find there was STILL no cake, no manager, no real explanation. My parents told them to forget about it, this was a cake for a 12 year old child, who now needs to get ready for bed on a school night. The gentleman called me at 8:03pm to state the cake had arrived and did we still want it. By then, we had already drove through Dairy Queen and they had a cake ready for us in less than 10 minutes, so of course we didn't want it. I requested a refund. He stated the manager wasn't there at the moment to do it, but she would be reaching out to me. That was on Monday, 9/20. This is now Thursday afternoon and I have yet to hear a word from her, no one answers the store phone, and after reaching out to corporate, I still have yet to hear back from anyone. Definitely DO NOT recommend giving them any of your money.

*editing to add it is now 10/5/2021, and I have yet to receive my money back. I recevied one email from corporate stating it was on the franchise manager, and one unprofessional email from, who I assume to be the manager, saying online had to refund it. HORRIBLE service all around.

*10/13/2021, no refund and no contact. I am filing a complaint and a dispute...

Very disappointing. I had to give 1 star in order to post this review. This was my first trip to the Niceville store. I had my 2 year old grand with me for a treat after her theater trip to see her mom's ballet students perform. 3 associates were at the counter. There was a car in the drive-thru and the 2 of us inside. Some customers were sitting outside. I waited and waited and someone took my order. When I set my wallet on the counter by the checkout it got all sticky with ice cream. I asked for a wet cloth to clean my hands and wallet. Our order came and I asked again for the cloth. As I was waiting another woman and her child arrived. I watched as they stood unattended, as I had. We made eye contact, like, "What's up with this". Meanwhile, I observe an associate delivering an order to the drive through go back and for with a melting double scoop in a tiny cake cone and transfer it to another tiny cake cone and then come back as the customer has, obviously, rejected the order. It is redone and served. All this as I'm waiting to complete my own transaction. When we go to find a table, none are clean. The place is empty and every table is sticky and messy. Chairs are askew and the floor is littered. I return to the checkout, the wet cloth is still lying on the counter by the cash register. I retrieve it and wipe down a table for us and a table for the woman and child. Before I depart, I go to an associate and tell him that there is not a clean table in the place. He says he will take care of it. I watch as he comes out and wipes down just one table and returns to behind the counter. At this point there are no customers at the counter and 3 associates chatting with each other, as they appear to be doing something. I left knowing I needed to let someone know their business is being neglected and disappointed that I will not look forward to returning for another afternoon treat...

One star because it was open on Memorial Day afternoon. It is the only ice cream store in Niceville. Where shall I begin. The ice cream was served soupy , which could be a health hazard. Most of the containers were almost empty, the surrounding cabinet inside and out was covered with smudges cleaned with wet cloth and I assume nothing else. Most of the ice cream did not show any identification labels in the small selection cards attached. Those allergic to nuts BEWARE! Some had hand written labels in ball point pen.. The server who barely spoke to us, has her right of course to wear a large long tattooed snake running down her serving forearm ,which was unnerving , but she did not wear a plastic glove to cover that hand to serve the ice cream which is infringing on my right to feel comfortable with safe handling BR procedures . We went outside and sat at a very sticky, dirty table as the other server sat near and puffed away on her cigarette while she talked on the phone. As we were downwind ..we got a nose full of that smoke. I can see from other reviews locals are as disappointed and upset as we were today which is understandable. I guess it's a trip to Good Ole Publix...