Baskin-Robbins — Restaurant in Round Rock

Emma handled a complicated delivery service situation with expertise. She was behind the counter, and the only one in the store.

I had arrived with my girlfriend to get some ice cream, and when we walked in saw that there was a delivery driver, for a delivery service like Uber Eats or DoorDash, being combative with Emma. They (Emma) were helping another customer and their kids at the time, and being the only one in the store, had to juggle both the conversation with the delivery person and the person with her family. Because of this Emma was called out for "bad customer service", because they put the customer that was there first before the delivery. The family, when done paying, shuffled out and was visibly uncomfortable with the situation.

The conversation was going back and forth, and the delivery driver was on the phone with the person who had placed the order. After growing tired with the information the delivery driver was given, he just put the person on the phone on speaker to hear Emma directly say the same information she had said repeatedly.

The issue at hand was quite simple: Emma was not able to replace an item for an order. Instead of understanding that it was just simple policy and either cancelling the order or getting a partial refund, the delivery driver and the customer on the phone called for a manager, blamed her for "not knowing" how to do things, and blamed her for the miscommunication in general. The customer on the phone also blamed her for incorrect inventory, which happens all the time and is not something to blame the only person there for.

This went on for a while. My girlfriend and I have both worked in customer service and the food/drink industry, and we knew that there was nothing that Emma could do about the situation. After about 5 more minutes of the same thing being said, my girlfriend and I stepped in to try and bring the situation to a calm and get the delivery person to stop being combative with Emma.

After getting a partial refund, the delivery driver helped the person on the phone receive Emma's name to leave a negative review. My girlfriend and I, as witnesses, will say that Emma held this store down and did an amazing job.

This happened on 12/07/22. Emma, you did great, and the ice cream was bomb too!

This review is copied from my Yelp review to help reach...

The girl that took my order was anything but kind and courteous. Obviously I don’t know everything about ice cream and it was like she thought I was stupid for not knowing what the cones are called off the top of my head. She also kept snapping at the people working with her and, from a managment standpoint, I would’ve immediately written her up for talking to anyone like that, regardless of her rank (she looked like she couldn’t have been over 16 anyways). She also had these big long neon green fingernails which is so gross to have on if you work with food and you’re not going to wear gloves. Sat inside and watched her serve multiple customers with the same hands without washing. From someone with food allergies, that’s terribly dangerous for cross-contamination, especially given those nails. Her attitude towards the other customers also really set me off, and I kept feeling like jumping up and yelling “would it absolutely kill you to say ‘please’ or ‘thank you’ or even smile?” She also was constantly on her phone right behind the counter which looks totally unprofessional. There was also this guy in a black shirt that was just standing at the counter talking to her for a long period of time. It was annoying because I was going to order some more ice cream to go when he moved and it felt like he never would. She also went and sat with him at a table inside while clearly still on the clock (in uniform, getting up and working every now and then and then sitting back down, etc.) while her poor team members ran the place solo. This is about when I left but I can only assume it didn’t get any better. Overall the place is not terrible, and maybe it’s just a staff training issue but I don’t understand how a person like that remains employed at a food service place. I honestly don’t understand how she even made it past the interview. I grew up loving Baskin Robins but odds are I will not be back at this location for awhile because of how infuriating this...

This is the worst Baskin Robbins I have ever been to. Today is National Ice Cream day and Baskin-Robbins has a deal 2 pre-packed quarts for 7.99 or 2 56 oz containers for 9.99. I was trying to explain the deal to the sales rep taking the order, but she pretended not to understand. I will explain this later in the story. She takes my order and when I get up to the window, I show her the deal on my phone and that this location is a participant. In stead of fulfilling my order she proceeds to give me 2 quart and then over charge me by 2 dollars so that I do not notice. However I did notice and turned around, went back though the drive through and let them know the order was wrong. Right ahead of me on my second return it appeared that the customer in front of me was receiving the 56oz deal. Once it was my turn the cashier manning the window tried to tell me that I was reading the deal wrong and that she gave me the right deal. I told her that no you did not give me the right deal. What you gave me was 2 quart containers and charged me 2 dollars extra thinking I wouldn't notice. Magically her memory came back and she proceeded to give me some ridiculous excuse that made no since. Then said that they do not have the 56oz containers. She called her manager over and he seemed incredibly clueless about anything that was going on, the deal or otherwise. Anyhow there seems to be a lot of manipulation going on, both with the cash register and the management of the location. I got my 2 dollars back but I just wanted people to know to look at their receipt and check your items before you go. I don't want to wrongfully accuse people but after this experience, I really feel that this locations employees may be skimming money from the customers. The cashier at the window had no plausible excuse for overcharging me and then proceed to think that I couldn't tell the difference between a...