Baskin-Robbins — Restaurant in Pleasanton

I have been a BR customer all my life and so has been my daughter. Today was my daughter's birthday and she had personally decorated her cake and placed the order online. We also got email confirmation that order was processed correctly. However, when we went to pick up the order today, the local store simply stated that they never received the order. Both me and my daughter were devastated. She was looking forward to enjoying a custom Baskin Robbins cake but this was no longer possible. The store assistant seemed helpless and offered some discount on other random cakes. This is completely unacceptable. My daughter feels heart-broken about the whole ordeal on her birthday.

Also, there was no way to actually get a refund of order. It seems we will have to go to painful process of credit charge back.

Update: I actually got refunded automatically. It was within 24 hours after this...

The worst place to ever experience getting ice cream. As I was paying for my ice cream and taking a small bite of it while waiting. A lady scolded me from behind telling me off to put my mask on demanding that I wear it and not eat my ice cream inside the store. I asked her if she worked there claimed she does without a uniform on off the clock and a backpack on and walked away rudely towards the back of the store. I was so upset at that moment didn't think mainly of it but the fact that a mom and three kids witnessed it and disturbed by it was unacceptable. I've been in customer service all my life and how she approached me was very unacceptable and that she needs some form of training in having manners. Thank you for the...

If I could give this place one star, I would. We ordered a special ice cream cake for our son's graduation to be picked up today at noon. The store is supposed to open at 11 and when my wife arrived at noon the place was closed. She waited 45 minutes for someone to show up and open the shop and eventually left with no cake. In that 45 minutes, she watched many other people show up and leave frustrated as well. No one answered the phone and there is no way to reach anyone which is even more frustrating. If the store was going to be open later, it would have been nice to have a heads up because now we have no cake for graduation tonight. Not to mention, we wasted a ton of money on a cake we can...