Baskin-Robbins — Restaurant in Richmond

I have always liked BR, but this place has terrible management. I don't blame the servers but management for lack of training at this particular place. The capuccino blasts have never been made right here. They ALWAYS have huge ice lumps in them. After the fourth time this happened (I am a strong believer in 2nd and 3rd chances) I stopped buying them there. Proper training would help the servers know how to make a proper one. I've never had a problem with the ones made elsewhere. The place has had the dining room closed for covid, which is understandable. However, the servers need to be trained on how to multi task (ie. learn from McDonald's/Cook Out/Chick Fill-a etc. Drive thru attendants). The line is always unnecessarily long because not one of the servers can take an order on the intercom while attending to the order that is at the window. They first fully attend the order at the window before even taking another order at the intercom causing very long lines and a terrible lack of traffic fluidity. I have noticed this all the time, not just a few times.. Again, I don't blame the young servers or attendants. I blame management for lack of proper training. They don't have a few flavors many times because those are "seasonal only". However those flavors are always available at the Lexington (and other cities) BR's. Then, other times they run out of a few of the regular flavors even on weekends when I assume the customer volumes are higher, thus requiring a proper inventory. Who's supposed to keep proper inventory or make sure proper inventory is kept? You guessed it--managment! For now I'm stuck going to this one because I love my BR flavors and Lexington is too far away for just an ice cream craving. 😁 Managment needs to fix things if they want this...

So last night I went to a local restaurant to get some ice cream, I won’t mention any specific names but their initials are S&S, on to be told we don’t have shakes very rudely... So I ended up going to the B&R in Richmond, it was almost time to close up but they still served me. I can’t remember all their names but I was treated with respect and treated like a human being, not smarted off to like I was at that other place... But if you want good ice cream and want good service got to Baskin & Robbins in Richmond they’ll treat you like family and cure any sweet tooth or craving you have for ice cream with sprinkles on top!!!! Top Shelf store and Top Shelf service!!! YOU FOLKS ROCK!!! And thanks for one of the best Waffle Cones I’ve ever had!!! Thanks again your big bald friend!!! See...

Placed an order online so I wouldn’t have to wait for a quart and a pint to get scooped. Big mistake. DO NOT order ahead unless you’re ok not getting what you wanted. There were no comparable flavors so I asked for a refund on the one I couldn’t get, they had to call the manager to even ask and they were told I’d have to do it online. I’ll be damned if I leave without a refund or product so I chose a flavor. It’s absolutely not the fault of the employees working there, and they were just fine… but if Baskin Robbin’s doesn’t have a good inventory system (not sold out, just not even there) they shouldn’t offer online orders. All I see online is a customer service number. You can’t even fill out a form. I’m not wasting even more of my time but anyone else that might order online...