-
February 2024 by Magen Hessler
I visited on 02 Feb 2024, the two young men behind the counter were getting slammed by the rush of people at 7pm. They were in great spirits and smiling. I mentioned my kids wanted the Oreo ice cream while it was next to the peanut flavors. I mentioned he was deathly allergic to peanuts. He said yes maam I’ll scrub it, he moved from the register and vigorously scrubbed the spoon and ran it under the hot water. I appreciated that so much. Great kids!
-
December 2023 by Charlie Case
The worst customer service I have ever experienced every step of the way. I ordered two turkey ice cream cakes but called to cancel one order. I spent a long time with the girl on the phone (name started with a J or G I can’t remember) who clearly had no idea what she was doing. First she couldn’t find my orders and repeatedly asked me for my information over and over. Then she didn’t know how to refund me so I asked if she could refund me in person when I came to pick up my cake- she said yes and asked when I was coming to pick up and said she would be there and remember. I come to pick up my cake and she does not remember the refund. They also could not find my cake so I had to wait for 20 minutes on the side while they searched for my cake. Apparently someone labeled it wrong. I check the cake and it doesn’t have the writing on it like it’s supposed to. The other girl working seems confused when I point that out. She takes it back to do the writing, and it’s so bad I wish I had just left it blank. $52 for an ice cream cake is a bit pricey but it’s fun for the holiday and tastes great so I don’t mind, but the writing looked like a toddler wrote it. Then she has me wait in line again to do my refund (I had to put my cake in the public freezer so it didn’t melt because the line was so long). When I get to the front I’m told that they can’t issue me my refund because there isn’t a manager on shift. So why did they have me wait in line to tell me that while my cake is melting?! I was in there for over an hour. It was also so loud and the girls spoke so quietly I had to keep asking them to repeat themselves. I’m told they will leave a message with the manager to process my refund and they will call me when they do. It’s been two weeks and I haven’t gotten a phone call or refund. I called today to inquire about it and was told there is no manager on shift and they don’t know the next time one will be. I will never be coming back to Baskin Robbin’s.
-
December 2023 by Nicole F.
We stop here all the time for ice cream and shakes and everyone is always so polite and it's always so good! Today there was a lady berating 2 young girls behind the counter and they were nothing but nice and respectful and trying to help meanwhile this lady was being insanely rude and out of line.
-
December 2023 by Charlie C.
I am not one to usually get upset with poor customer service, but my last experience at Baskin Robbins was slow and messed up every step of the way. The staff is incredibly incompetent at the Mililani Town Center location. The worst customer service I have ever experienced every step of the way. I ordered two turkey ice cream cakes but called to cancel one order. I spent a long time with the girl on the phone (name started with a J or G I can't remember) who clearly had no idea what she was doing. First she couldn't find my orders and repeatedly asked me for my information over and over. Then she didn't know how to refund me so I asked if she could refund me in person when I came to pick up my cake- she said yes and asked when I was coming to pick up and said she would be there and remember. I come to pick up my cake and she does not remember the refund. They also could not find my cake so I had to wait for 20 minutes on the side while they searched for my cake. Apparently someone labeled it wrong. I check the cake and it doesn't have the writing on it like it's supposed to. The other girl working seems confused when I point that out. She takes it back to do the writing, and it's so bad I wish I had just left it blank. $52 for an ice cream cake is a bit pricey but it's fun for the holiday and tastes great so I don't mind, but the writing looked like a toddler wrote it. Then she has me wait in line again to do my refund (I had to put my cake in the public freezer so it didn't melt because the line was so long). When I get to the front I'm told that they can't issue me my refund because there isn't a manager on shift. So why did they have me wait in line to tell me that while my cake is melting?! I was in there for over an hour. It was also so loud and the girls spoke so quietly I had to keep asking them to repeat themselves. I'm told they will leave a message with the manager to process my refund and they will call me when they do. It's been two weeks and I haven't gotten a phone call or refund. I called today to inquire about it and was told there is no manager on shift and they don't know the next time one will be.
-
November 2023 by Alex D.
Every time I go, the store is filled with people. This location is perfectly placed next to a movie theatre, so there's always a lot of foot traffic. The ice cream portions are fantastic, but this location doesn't have all the ice cream options, as other ones around the island. I have been here at least eight times, and will continue to go back whenever I'm in the area. Also, the store employees a lot of well behaved high school students, so we love to support a store that supports employing hard working students.
-
October 2023 by Shawna F.
Went to Baskin Robbins at 9:55pm to get some ice cream. There were a few people in line in front of us. The employee proceeded to say, "the people in the back, we stop serving at 10pm and we might not get to you in 5mins. Don't want you waiting in line and you can't get served." So we left and brought our business to Five Guys.Needless to say we probably won't be back there
-
September 2023 by Nate A.
WHERE IS THE CUSTOMER SERVICE!? What's up with customer service? Reading other Yelper reviews, I am glad I am one of the many experiencing problems with this location. These summer nights are the perfect time to get something delicious and refreshing. So why not Ice cream? It was strange not to be acknowledged or greeted upon entering this establishment. While waiting, I looked for flavors in the showcase while two guests were ahead. Before coming here, I looked at the website, and I must not get started on how difficult it is to navigate through the homepage via mobile (in short, it takes three clicks to view the flavors when they should appear on the main screen). In the meantime, I'm waiting for the guests before me to finish getting assisted. The worker behind the cashier (helping scoop ice cream) glanced at me twice, returned to work, and started speaking with one of her friends or significant other while helping other customers. The girl was quite sarcastic while talking to her friend near the showcase. From that point of glancing at me, you should acknowledge the customer and let them know you'll be with them shortly. Right? WRONG! Here, it seems like the customer is NEVER right. Finally, it was my turn. YAY! I stated what I wanted, but the cashier girl had to cut me off because the guy behind me got an ice cream cake from the fridge and wanted to pay. I hand gestured to the guy, go ahead. The cashier person didn't even state anything. It would have been nice if the cashier girl had told me if I was okay to ring this customer with the ice cream cake because time is of the essence, and she did not want the guest's cake to melt instead of being lost in the clouds. So, after that transaction, she proceeded to help me and had to ask me for my order again. I had a total of four items. I finished my commerce. Then she asked me if I wanted a bag. Do you ask the customer for a bag before the end of the transaction? Bag fee? Right? I reply yes, I do need a bag. Also, is it common sense that a bag is necessary if one has more than two items because I am not an octopus and can't carry multiple items while walking to my car? Overall, the employees needed standards or protocols to follow. In the future, they will need to reassess customer engagement with acknowledgment.The establishment received a one-star rating from me, which I am disappointed with. I love the flavors and the quality of the products, but the service to me could have been better.
-
September 2023 by Krystal Ontai
Every time I come here I always have to repeat myself because the music is a loud
-
July 2023 by Alyssa Wolverton
Great flavor choice and reasonable price. Could be a tad nicer on atmosphere and my ice cream cake melted a lot on the way home. Be careful!
-
June 2023 by Stac S.
Haven't been there in a long time. Went to pick up a two-scoop hot fudge sundae for my mom's birthday ($7). Very disappointed to see the very small portion sizes.
-
June 2023 by Kayla K.
It was busy when I went into Baskin-Robbins but that is no excuse to be rude to your customers. The girl takes our order, I say "Can I get a double scoop of Chocolate Chip Cookie Dough and a double scoop of rainbow sherbet and wild n reckless sherbet." She goes to make the first ice cream cup and puts it down on the counter when shes finished scooping, it was a one scoop of chocolate chip cookie dough, I then tell her that I had asked for a double scoop and she looked at me like I was wrong and says "Uh you said one scoop but i'll take it." That is no way to talk to your customer, you never tell them that they were wrong. She then walks away from us, we stand where we were in the line because there was another family in front of us but she got mad and yelled to us from the register that she could ring us up over there so we walked there, she told us our total and walks away AGAIN, we tapped our card and the receipt came out but she was still not at the register to give us our receipt so we took it ourselves and walked out. This was the worst experience I've ever had at Baskin-Robbins. You guys should train your employees properly because that was not good customer service at all!
-
June 2023 by Anita Jevv
Some bitter old goober called me out for "cutting a lady in line." This didn't happen and he clearly just wanted to start an issue (oh, it was hilarious). He used a classic goober line to go along with his need to wear shades indoors: "Someone's gonna knock your block off!" Well it wouldn't be him because he couldn't even wait for me outside ): He then left the store which caused the lady I supposedly cut to release her inner Karen. She started raging to the employees about me as she now had a bad case of FOMO when it came to the drama. It didn't surprise me that she followed her nonsense up with, "It's the 31st so I get a discount to go along with those 31 flavors, right?!" She was told, "No." ? Employees were calm and cool about the situation. Never a dull moment at Baskin-Robbins!
-
May 2023 by Nichole P.
Bad customer service, getting worse each time we go there! Wanted to support but too bad management doesn't seem to properly train employees. Finally decided to go other locations were we feel more welcomed and appreciated
-
April 2023 by Harrison H.
My girlfriend ordered me a ice cream cake to celebrate my 30th birthday, however when it came to cut the cake we realized that the ice cream part was correct and the cake portion was the wrong cake flavor. Called the store and was told the manager would call me when available to talk about the problem. After a short talk I had to take pictures of the cake and the bottom cardboard of the cake where the instructions of the cake was. Shortly after we continued our conversation via text which was great for me. I'm they were able to remake the ice cream cake for me to pick up the next day. So for communities stand point 5/5 stars. But the fact that the order was messed up and I had to come back to pick up the cake I knocked a star off.So shout out to the manager Jackie for the communication and correcting the mistake order for me the day after.
-
March 2023 by Kris O.
Went here on Valentine's Day to get some ice cream. It was packed. I felt bad for the 2 high school students working. They weren't given receipts out to any of the customers in front of me. They accidentally messed up my order but I didn't realize until I got home. I've called multiple times and left voicemails to get this matter straightened out. Finally a store employee called me on behalf of the owner saying I could receive a complimentary 2-scoop sundae. I told them I don't live on that side of the island, I'd like a coupon mailed to me. Over a month and a half later, this matter hasn't been resolved and I never received a coupon in the mail. Honestly, I don't think the owners for this location care about customer service. I highly recommend driving to a further location for ice cream.
