Baskin-Robbins — Restaurant in Rowlett

I have visited this store at least a half-dozen different times, each time being more disappointed than the last. I keep hoping they will get their act together, since the Baskin Robbins off Greenville was always spectacular. Today was absolutely the last straw for me and my family.

We went through the drive through, where no cars were present, and ordered a milk shake and a hot chocolate. Not very onerous. So we paid at the window (again, there was nobody ahead of us or behind us), and were told to pull up to the curb and our order would be out shortly. Sure, no problem!

So we pulled up to the curb. And we waited. And waited. And waited. 4 other cars pulled through the drive through and RECEIVED THEIR ORDERS while we were waiting. We even observed a family enter the establishment and exit with delicious treats of their own during our waiting period. Finally, after 17 minutes, I pulled into a parking space and decided to talk with the employees. Turns out... THEY HAD FORGOTTEN ABOUT US. THEY DIDN'T EVEN START OUR ORDER YET. When they saw how infuriated I was, they made the hot chocolate (literally less than 10 seconds... it comes out of a machine with the push of a button) and the milk shake. All told, it took them less than 3 minutes to make it. You couldn't do that while we were at the window???

The employees stammered some sort of half-hearted apology and an excuse about having only a single machine, but seriously, if you have issues at your establishment, have a contingency plan to accomodate that. And also... DON'T FORGET TO SERVE YOUR CUSTOMERS!!

Needless to say, we won't be going back to this store ever again. I'll take my hard earned money and spend it at Braum's (which is...

I ordered an awesome frame ice cream cake for my son's 18th birthday. I received an email confirmation, indicating the cake would be ready at 4:45. My husband called around 1:00, only to find out the cake wasn't being made, because the cake decorator was not coming in. I took the phone and asked why I was not notified. I was told she was "about to call me". No apology, just excuses. She said they weren't affiliated with other stores, so she would not be able to call other locations on my behalf. When I asked how she intended to make this right, she said she would refund my money and I could choose a cake from their freezer, and they would put his name on it. I drove 10 miles to the Rowlett location, and when I indicated I was there to have my transaction refunded for the cake that wasn't made, the girl simply took my debit card and issued the refund. Not only did she not apologize, she did not speak a single word. Neither did I. At this point, I realized she had no plans of putting my son's name on another cake. I just left. I won't beg for anything! My husband called a couple locations, and when the owner of the Belt Line location heard the story, he had someone make our cake immediately. I'm about to drive another 11 miles pick it up. I'm pleased, and they will be given a positive review. Since they aren't affiliated, I don't mind paying for the cake in Richardson, even though Rowlett's hold on my bank account will not drop off for several days. My experience at the Rowlett location was awful, and even now, I haven't received an apology.

It has been one week, and I have not...

We decided to go out and get some ice cream from somewhere other than the big-box grocery store. We were looking forward to some decent ice cream from a brand that generally has good ice cream.

The experience at this location soiled the overall brand of Baskin-Robbins. 1

The door was locked (which I understand given the current climate of things. That doesn't effect the review, I'm sharing it for others wondering if you can go in and order. Since the dining room was closed we had to do drive through. We went up to the drive through and.. "Where's the ice cream?" we only saw DD with some milkshakes and ice cream cones. No flavors, no indication of what else they do or don't have. We ask the snotty girl, whose tone of voice told me that she did not want to help us, what ice creams flavors they had and she just rambled on a list and then said "so, you going to order or not?" Well, with that attitude let you take a break and go somewhere else instead.

I understand the current climate of things, I understand I may have to use the drive through, what I don't understand is the serious lack of care and wanting to help. I promise you this, we will not be back to Baskin after this experience. There are many other Ice cream joints that we have no need to service this location, or Baskin-Robbins, again.

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