Baskin-robbins - Waterford

Awful experience. 2 young kids working alone. Neither of them knew what the heck to do. Waited 16 minutes for my iced latte and the kid literally hands me a cup of milk with a glob of flavor concentrate floating in it... Then asked for a refund and they made me wait even longer to assist a drive through customer, there were 2 employees, one could have taken care of my needs. I was kind and gave them helpful advice to help them out and one kid says I know what I 'm doing, we just get busy.... there were 2 drive through customers and myself in 20 minutes. Awful.

I decided to give Baskin Robbins/Dunkin one more shot due to a family member really enjoying ice cream cakes, even though they screwed me out of a custom birthday cake in 2018 . I decided to try this store instead of the other two I had issues with (Dixie Hwy, Waterford, and Orchard lake, Keego). I ordered a cake online and when I went to pick-up my cake on my pick-up date, I was told that they had attempted to call me , and that they don 't actually do custom cakes at that location (even though they have an entire corner dedicated to ordering custom cakes in their store). They told me that since I did not respond to the voicemail, I could select a pre-made cake from the display, but I was not entitled to a refund. Naturally, I was upset. I showed the on-duty manager my phone log to show that no one called on the supposed day that someone left me a voicemail, but she insisted that someone called me, and they didn 't just call once at this point, but twice. I showed her my phone again that no one had called, but she again basically shrugged her shoulders, told me I was at fault, and I could either grab one of the 2 cakes they had in the fridge or leave. I don 't know how I couldn 't be eligible for a refunds when she was telling me that they never could have make me a cake in the first place. It 's not like they produced a product specifically for me and I was backing out of the deal. I told the manager that I had ordered a specific flavor due to a chocolate allergy and the only cakes available were chocolate, which would not do, but again, I got the same reply. I ended up just having to leave and got the same response I got last year from online customer service... Oh, no...so sorry...we 'll let someone know about it... So, yet another year that I 'm out of a cake, but this year I actually got charged for it. Definitely sending this one to the BBB for a refund. DO NOT COME HERE!!!

I ordered a cake online and it looks nothing like it's supposed to. Then, the baker added her own personal design on it. I did not put an exclamation point at the end of my message, there were missing colors, as well professionalism. Better to go in and order than online at this location.

I bought a small 40 dollar birthday and the box was absolutely destroyed! They just tried to tape it back up and there were holes in the box still, the frosting got all over my purse and stained it blue because of the ripped box. Not happy at all

I am so grateful that this situation is always open late and has the sweetest personal. tonight I bought eis and the gentleman who worked her(Austin) was just the most friendly soul. I told him I appreciated him working and being open so we could get our ice on this cold day, he told me how gracious he was through my appreciation and how I made his day. little he knew that my heart still melts on his skin and that he made my day smaller. the dinge we gave fore pre-Covid (yes, as always eis after 8 pm) meant us so much more now. I can't remember the last time I got the service from such a warm soul. I hope he'll stick around because I'll definitely be back here to give my business a pleasure. many thanks, austin, they are very appreciated. -allos family