Baskin-Robbins — Restaurant in Southlake

I never had complaints with this BR shop until today when I found Mathew who made my icecream on 04/6/2024 at 9:30 pm and I came back to the store to check with manager or owner complain about the mix icecream scoop. First, owner was not their and left store to run with YOUNG-KID Matthew and his team (called him self as manager) who DIDNT know how to act with the customer who was very unhappy with his product. I bought $40.00 icecream from the stores, he MIXED UP the birthday sprinkles icecream with base ball nuts flavor due not washed/ clean off his previous scoop of Birthday sprinkles.

When I came to talk about his issue he was laughing with other team members as well as some other youngsters who were standing in a customer area who came to get FREE ice-creams and stuffs from the store. I can share their pictures as well whole video for conversation but hey We do respect for the young servers. He needs to learn better customer service!!!

Person who bought $40 icecream DON’T care to repay for a new icecream which was never ask or never ask to have EXCHANGE Scoop…VERY RUDE SERVICE and felt humiliated in the Store….as they were not ready to listening the issue and rudely laughing one us. At certain point when my mother and father came back to ask all good or not to be, I felt like very RACIAL Discrim because they were laughing again on us because of our RACE. VERY ARROGANT KIDS. He was saying I have to pay for my icecream which was not issue but MATHEW never admire that he SCREWED UP the icecream. I hope his parents can teach him how to respond and be respectful to customers who are in his parent’s age to other Race of the people or group. If this kid will run store then GOOD LUCK TO owner.. Definitely will lose more customers ..I will surely share to my all friends and family who will THINK TWICE before going into SOUTHLAKE BR...

Drove here in hopes of getting a milkshake and a small ice cream for my daughter. When I entered, I wasn’t familiar with the layout so I stood afar to see the menu. I read the menu from a distance, away from a couple since I didn’t want to be in their personal space. The entire time I was on my phone speaking with my long distance boyfriend after a seemingly hard day of work. After the couple ordered , the man working immediately turned his back to wash dishes. Seeing how he was the only person working, I figured it was to keep ahead of any mess. I continued to wait. Another customer comes in, the man turns to face him, and asks what he can get for him. Throughout the entire time I am at the register. I am rather confused at this point because I have waited patiently, I’ve made it visible that I’m ready to order, and then get ignored. He proceeds to tell me then next time I shouldn’t be on the phone. There was no greeting, no I’ll be right with you, no how can I help you to begin with. By this point I’m enraged, not only did he try to humiliate me -he made it appear as though I am in the wrong. Plenty of people talk on the phone, either for safety purpose, for anxiety, or to just catch up with a loved one. I hadn’t said anything concerning his headphone that was on his ear throughout the entire ordeal. When I point it out he says it is silent and nothing is playing. It was an unnecessary interaction and could have been avoided if he had done his job correctly . No one should feel as though they are being a burden when they are giving someone business, especially if they hadn’t been rude to staff to begin with. Shocked at how some people treat others nowadays. I recommend going to another location, perhaps the customer service would be better. Drove 20 minutes to be treated portly and couldn’t enjoy my...

My sister, and I went to visit our dear friends who own and operate this ice cream shop. We are proud of them for this accomplishment, and as we talked through the years we always said when we do something we will do it with integrity, respect, attentiveness and a smile. I went in to enjoy ice cream (which is divine as B&R traditionally is), and we drove all the way from Phoenix, AZ mind you. That being said, in short this I’ve cream shop is finely operated and without being partial (or I just wouldn’t have written a review)- how so? We all know we walk into a place and it’s not clean or staff aren’t attentive or the vibe just doesn’t feel right...these owners and valued employees address hit on all those key factors for any establishment, every concern and make sure your experience is worth repeating! It is impressively clean, orderly, friendly, welcoming, and overall I strongly believe each visitor/guest/friend will want to relive the moment and enjoy favored flavors again and again! Do not take my word for it and give it a “swirl” yourself! Great job B&R Southlake- you’re doing it and you are doing it right! #Cheers to all existing and future...