Baskin-Robbins — Restaurant in Sterling Heights

I've been a loyal customer of Baskin Robbins for a long time and have had numerous positive experiences with them. However, my recent visit to the Sterling Heights - 44603 Mound Rd location was by far the worst!

On May 3, 2024, I ordered a customized Super Mario cake online for my son's 6th birthday celebration. The same day, after numerous attempts of calling their location to no one picking up the calls, I had to go to the shop to confirm if the order will be ready. Two gentlemen confirmed and said they have the order ticket ready and all is set.

On the morning of May 5, 2024, I went to pick the cake up at 9:30, but after opening it in the car to see how it looked, I was extremely disappointed. The cake was unfinished, the super Mario collectibles were missing (paid extra for!!), it was bearing very little resemblance to the image ordered online. Not only was the appearance lacking, it was failing to meet the standards I have come to expect from Baskin Robbins. It was so poorly executed that I could not to take it to my son's birthday celebration at church in Farmington Hills, Michigan.

My husband and I went back into the shop, and upon expressing our dissatisfaction to the cashier, she herself agreed on the poor quality of the cake and said the 'baker lady' was not available that day to fix it. The other staff were examining the cake, and we could clearly see they were trying to hold in their laughter and act as if the cake looked fine. Overall, the staff seemed indifferent to my concerns and offered no meaningful solution to rectify the situation.

The cashier texted a photo of the cake to her manager from her cellphone and called the manager and asked us to speak to the manager from her cellphone. Despite our request for a full refund, the manager only offered to refund the cost of the missing $7.99 super mario collectibles, insisting that the cake was already made. (The manager was fully aware of how horrible the cake looked since she saw the picture of the cake sent to her). We refused to take the cake, and we reiterated our demand for a full refund. We have yet to receive any follow up from the emails sent and phone calls made!

My husband and I are still utterly shocked by the lack of professionalism and customer care displayed. We've decided never to return to this location again, as it's evident they lack the fundamentals of proper customer service and care. Beware of this...

I have been a Baskin Robbins customer for so many years, but, recently, I had a deeply disappointing experience at Baskin Robbins location on 44603 Mount Road, Sterling Heights, Michigan.

I had ordered a double sheet cake for my son's 6th birthday celebration at church. It was an online order and my wife even drove to the location to confirm and make sure the order was received to them on the friday itself. Since it was all confirmed and set, my son (the birthday boy) was excited for his super Mario cake, and all family were excited for his birthday as well. On the way to our church which is in Farmington Hills, as planned, we arrived back to the shop on Sunday to pickup the order. Regrettably, the cake was unacceptable, lacking the requested character design and featuring unfinished decorations. In fact, not presentable at all. To compound the issue, the staff failed to notify me about the missing Mario character collectibles. When we were telling our concerns, the staff were acting clueless and trying to play dumb, but in same time, agreeing that the cake is bad. After one of the staff sent a photo of the cake to the manager, I spoke with the manager as well. But her response was beyond unsatisfactory, suggesting I purchase the characters separately from outside which I payed already in her store. From the managers words, I understood that, the baker lady is only available Monday to Friday. If that is the case, why was my order confirmed on friday? How will I come to know that? Although they agreed to a refund, I have yet to receive a response to my follow-up emails, phone calls and messages. No refund have been made yet either. This experience was not only a letdown but also the worst customer experience I've had at any consumer shop in this country. I suggest Baskin Robbins to remove this location out of their franchise to keep...

I ordered 2 hand packed quarts and 1 hand packed pint via DoorDash today. When the driver arrived, I had 3 sundaes. Unfortunately, I didnt check the order before she left. I drove to the store since it wasn't far, and tried to explain to the man what happened. I presume he is the owner. He immediately got defensive, explaining this was not his fault. I told him I wanted my correct order. He then stopped responding through the speaker. I stayed in the drive thru, and when I got to the window, he proceeded to scream at me that this wasnt his fault. He claims the dasher orders through the drive thru. Every merchant I have used DoorDash for has a machine where orders get printed. He claims he does not and he doesn't have any printed record of my order. I find this hard to believe, considering he mentioned he asked the dasher did I want chocolate ice cream. I didn't order chocolate ice cream. The bad review is because of how he handled this. I highly doubt DoorDash would allow a Dasher to order on behalf of a customer. What, then, is the point of the app? I have dashed myself and delivered ice cream and I have never had to place the order for the customer. But even still, screaming at a customer that "I dont have any ice cream" is not how you handle an...