Baskin-Robbins

Reviews

• VN

  Veronique Nedeau

  Dec 20, 2025
  1.0
  TLDR: Ordered in December, they did not have it. Told to call corporate for refund, corporate told me it was the franchise responsibility. Took over a month to get a response. Told that corporate has the money and franchise could not refund it. Franchisee directly paid me for the item, I was not issued a refund. Update (2/11/2026): I called the Baskin-Robbins franchise consultant who wanted to know what actions I wanted taken, which was a full refund. He had mentioned that he had talked last week with the franchisee who had said he would handle it. It was not until today where I was personally sent money by the franchisee (Kelvin Simmons). Thank you. The issue remains that Baskin-Robbins corporate and their franchises have a disconnect where the payment is sent to corporate and not the franchise, however corporate retains that franchises must issue the refund with money they do not have. I will leave this at 1 star as I should not have to chase a refund this much for an established chain such as Baskin-Robbins. This wasn't dissatisfaction with an order, this was not having an order fulfilled all together. If items are not available, they should not be displayed on the website. Update (1/30/2026): In December I called and spoke to the corporate office. Contrary to what employees at this store stated, as a franchise they are responsible for issuing refunds, not corporate. Yes, this includes online orders. Baskin-Robbins policy is that the franchise is supposed to reach out within 2 business days of being contacted to issue a refund. It has been over a month. As of January 30, I have still not heard from the franchise about my refund. Original Review: Don't waste your time trying to order any of the seasonal or special items. The guy who manages it doesnt order anything outside of the regular ice cream.
• JG

  Jessica Goodman

  Oct 6, 2024
  5.0
  We haven't had a problem 😕. Food hot. Ice cream delicious. Customer Service wonderful.
• KL

  Keri Lane

  Mar 22, 2024
  1.0
  For anyone thinking about going to any Baskin Robbins... I've never been one to even write a negative review but this whole situation was just ridiculous. UPDATE...... I swear, I have never encountered worse customer service. So I contacted BR customer service on Friday and was told I would be getting a phone call back within 24-48 hours and could expect a refund within 5-7 days. Fast forward to today, I called customer service because I haven't heard a word and of course, no refund. Customer service now tells me that they don't have access to the stores system and that they wouldn't be able to give me a refund. So not only did we not get what we paid for, now we are being given the run around by both the manager and customer service. ** Online orders beware** First time ordering from any Baskin Robbins and it will surely be the last. I placed an order through the baskin Robbins website in the morning to pick- up later that evening. I got the confirmation email and my card was charged. I was actually not able to pick the order up that day, but called the next morning to make sure it was ok that I picked up that after noon. At first I was told that they didn't have my order and that they didn't have a cake decorator there so they weren't sure what to do. They would get in touch with a manager and call me back. I did get a phone call back within about 5 minutes, and was told that my cake would be ready to go by 1230. I told them I wouldn't be able to pick up until 230, it was no problem, they would have it waiting for me. When I got there at 230, the staff was clueless, still had no idea of my order. I triple checked that I had the correct store, correct numbers. I asked to speak to the manager which took a pretty long time, especially having toddlers in the car. I eventually asked for a refund, only to be told that the website was a third party and that I would have to contact customer service to get a refund. I was contacted by the manager of the store who was nice and apologetic but told me that he usually tells everyone to order at the actual store. He did also offer to have me come back in to pick up a different flavor of the cookie/ cake treat... at that point, I honestly didn't want anything from Baskin Robbins. I have ordered from many places online and have never had this issue, nor should it be our responsibility to just know that the website doesn't communicate with the stores. Still hoping that I will get the refund for the cake that I paid for and didn't receive.
• NN

  nicoleriley99

  Feb 21, 2021
  1.0
  Placed an online order (1/11/21) for their unicorn cake from out of state so my daughter could pick it up for her birthday (1/16/21). Instead of making it exactly like the picture (or at least come close), they decided to use an awful color combination and a Christmas tree horn without even consulting me. It's like they didn't even try....brown ears and the eyes....ugh! Contacted customer support and Kristine Robey was of no help at all. I was told that they are taking measures that it doesn't happen again. Okay...well that does nothing for me now. Buyer Beware and don't expect anyone to rectify the situation because they'll just stop communicating with you!!! The worst customer service on the planet. I wish I could give this review zero stars.
• RL

  Ruben Lopez

  Jun 27, 2018
  1.0
  If you don't order on your phone expect 2 wait 8 minutes for a sandwich

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