Baskin-Robbins — Restaurant in Orem

One week ago, our card was charged twice for the same order. I addressed this issue with BR Employees on three different encounters.

The first time was during the in-person visit where I purchased the Ice Cream. I was told by the kind employee that I had to leave a name and number on a sticky note for the store owner, apparently only the store owner can address my situation since I could not have a receipt from their (unfortunately) broken printer. I was given the expectation that the situation would be resolved in the next 24 hours, that all made sense so I went merrily on my way.

The second time was a return visit in-person (I live 2-3 minutes away) and I made sure to bring the card that was used for the transaction (just in case). I was greeted by another kind employee (different from before) who ended up telling me the same thing. (This kind of made me worry, can't help but seem like a bad sign, right?)

The third time was simply a phone call to follow-up since both 24 HR "turnaround" periods had passed and we did not have our money back. I was simply re-assured that it would be taken care of and it must have been a simple oversight.

I made my initial visit to purchase the (literally delicious) Ice Cream on May, 23, 2020 and I am writing this review on May, 30, 2020. 7 days with 3 contacts and 3 promises but no refund.

TL;DR

The Ice Cream is nothing short of AMAZING, but the customer service is mediocre at best.

I don't want any apologies, please. Just return us the...

Horrible experience. I ordered an ice cream cake prior to a party and was told the price on the phone. 3 hours before I was to pick it up, the store called and told me that they now have new owners, prices are in flux and that it would cost $10 more than what we agreed to previously. I was able to speak with the "manager", who after about 10 minutes finally agreed that they would do what they said they would do. She actually told me, "OK, we'll take the loss and make the cake for you." ARE YOU KIDDING ME? I was already on the hook for $40 for the cake and she tried to make me feel like I did something wrong and was getting special treatment. All I wanted was what we agreed to the day before - nothing more. She told me that if I would have spoken with her she could have told me the higher price. What does that even mean? If you're given a price for something over the phone and you agree, isn't that enough? Horrible business practice. I don't do business with companies that renege on what they agree to with a customer and told them to cancel the order - turns out they hadn't started working on it anyway. I'M NOT GOING TO PAY MONEY TO A COMPANY THAT CALLS AND TRIES TO GIVE YOU A LAST-MINUTE SHAKEDOWN. I have no cake for the party now and 3 hours to figure something else out. Well done, Baskin-Robbins. I was excited to have your product tonight and was willing to pay what you asked. You could have had an...

Do not go to this location as it is definitely not up to health and food safety standards. We stopped by as it was one of the only few ice cream shops open on a Sunday and we were disgusted by what we saw. None of the employees (4 girls) were wearing gloves and were touching all sorts of different things, including their hair and clothes, without washing their hands in between tasks. They all had their hair down instead of hair nets or ponytails which makes it easy for hair to fall into the ice cream. One girl was sick, as one customer that was there knew her and told her to get better before hugging her and walking out with her ice cream. The sick girl kept wiping her nose on the back of her hand, then proceeded to help the next customer without washing her hands! I watched as she literally wiped her nose with her hand again right in front of the customer while she was talking to them, then proceeded to grab a scoop and stick that same hand she used on her nose down into the ice cream bins! She didn't wash her hands or put gloves on. I about threw up when I saw that so we immediately turned...