Baskin-Robbins — Restaurant in Quincy

I ordered (from the Quincy, Illinois store, located at 2602 Broadway, Quincy, IL 62301) a cake for my daughters’ birthday, one of her favorites, the fudge crunch. (Valentine Promotion) I ordered online from the local store in Quincy, IL. 4 hours before I was to pick up the cake I got a call from Jasmine telling me the Fudge Crunch wasn’t available. I asked how that could be since it was a Valentines Day promotion and this was the 6th of Feb. She told me that they ran out, that she had just made 6 cakes with it. My thought was, wouldn’t you have foreseen that? She made a suggestion of some other options and I was open to the suggestion knowing I had no choice since it was time sensitive. I went in to pick up the cake at 4:45 and waited at the counter with no other customer there and saw several employees, 8-10 sitting at a table where it appeared that a meeting had ended, as well as the 3 or 4 that passed me by standing at the terminal. There was a male employee and two female employees behind the counter and taking drive through orders and what apparently seemed to be recovering from some problems according to the male employee who made it well known. They seemed to be out of quite a few things, which seems to be the protocol at this particular store, as we have experienced in the past. I waited about 5 minutes until one of the girls asked if she could help me and I asked for Brittney, and no one could seem to find her, after another 5 mins. I asked one of the girls if she would see if she could go and find her. All this, while the employees from the meeting were still there, just hanging out. Brittney made an appearance and I introduced myself and she said she would go back and get the cake. About 6 minutes later someone else brings the cake out and it looks nothing like what I had ordered. (see photos) I asked her where the candles were that I had ordered and she said she would get them. Another 4 minutes goes by and Brittney comes out with 4 packages of candles, not one of which I ordered or even close. I picked one package for the sake of time and she said she would go back and get the other. FIVE MINUTES LATER another employee comes out and tells me they don’t have them! I told her that Brittney told me she did, she looks confused (as seems to be the environment in this store) and leaves me for yet another 3 minutes until yet another employee comes out with the right package. I then had to wait another 5 minutes for my receipt that I had to ask for twice! Not ONCE was I offered a “sorry” for not getting what I ordered, (however I was offered “sprinkles to take with me that I could put on the cake myself when I opened it”) No thanks, I wont be back, EVER. What a BIG disappointment. 35 plus minutes wasted and too many chances. Worst customer service, always out of products, no one seems to have any idea what they are doing there, dirty, food scattered on floor, sheets hanging from doughnut baskets, ice-cream containers not clean around the tops and counters a mess, headsets broken, digital screens not working. Petty Sad for a business that is supposed to be so promising. This is not a Guest First establishment! Go to TCBY or Dairy Queen! An update: The cake was awful, the brownie bottom separated from the whole cake when cut and the ice-cream tasted freezer burned. Most disappointed birthday cake we’ve ever purchased. Tried reaching out to the franchisee through cooperate and after a week have not heard a word. It’s obvious they don’t care about...

Husband and I decided to skip dinner since we’d had a late lunch, and just get some ice cream at Baskin-Robbins. We were from out of town so weren’t familiar with any of the frozen yogurt, ice cream, or custard places around. Baskin-Robbins was closest to our hotel so that’s where we went.

We walked in and my husband inquired about a banana split, but they said they don’t have any because the bananas go bad too quickly. I thought that was odd for an ice cream place not to be able to make a banana split. But oh well.

While he was deciding on something else, I ordered a simple sundae with vanilla ice cream, hot fudge and whipped cream. They told me they did not have vanilla ice cream. The most popular flavor in the entire world. Not only did they not have vanilla ice cream they did not have hot fudge. Not only did they not have hot fudge, she told me they did not have any whipped cream. I saw that there was a tall container of hot caramel sauce beside the hot fudge, so I asked if I could have that instead. One girl went over there and dipped into it and said something to the second girl. The second girl looked at it and said “No, don’t serve that.” It looked almost full, so I was surprised that there could be something wrong with it. From what I could see, it looked dark and lumpy or grainy(?)

I ended up just getting one dip of their pralines and cream ice cream. It was ok but parts of it had a slick, gelatinous texture like it had sat out too long.

My husband ended up getting two scoops of ice cream and a couple of chocolate chip cookies.

We took our ice cream back to our hotel and I broke off a piece of the cookie and ate it and thought the texture and taste seemed off so I picked up the packaging it came in, to look for the expiration date. I found the ENJOY BY written on it, but there was no date there. It either didn’t get printed on it or ??? But the ENJOY BY date was not on either cookie package. So I have no idea how old it really was.

The girls were nice enough but we won’t be going back to this...

This is by far the most poorly run Baskin Robbins I have ever been to!!!! When it first opened it was ok for the first few months then went downhill quickly. Literally every time go there they are out of basic flavors of ice cream ( do you not know how to restock?) out of toppings, fudge is cold ( why would it not be heated if you are open for business?), the syrup (which is coffee) for Cappuccino Blasts is frozen? (again, why if you are open for business). These issues are not Covid related, they have been there since a few months after opening the place and they might as well just shut their doors or just be a DD because if you can't stock ice cream and the few items that go with it then what's the point is trying to sell it? It is a constant dissapointment trying to go to here with poor service, no product and their hours are even worse.....most people want ice cream for dessert and every time we have gone by in the last year they have been closed and light off by 5pm, don't be fooled by the hours because they don't keep them. Go to TCBY instead, great customer service and never had a problem getting any of their flavors or products any time we go. DON"T WAST YOUR...