Baskin Robbins

Baskin Robbins

September 7, 2005

Baskin Robbins

1850 Skibo Road

Fayetteville, NC 28304

On September 4, 2005 at approximately 6:19PM, I suggested to my husband that we take our children out for a scoop of ice cream. Reluctantly he agreed since it was the Labor Day weekend and we hadn't had a chance to take them anywhere. Upon arriving at the store, my husband got in line with our four children while I attempted to find a table. Since they were all dirty, I began cleaning a spot to sit. We all had our cups and or cones when my husband asked me if mine was fresh. I told him mine was fine, how was his? He said that his had a bunch of ice chips in it. I told him to take it back and get something different. He took his cup to the counter, explained what was wrong and asked for a scoop of another flavor. The clerk did not ask for the bad scoop, handed him the new scoop. He put the bad scoop in the trash, and had a seat. About the time he took his first bite, the clerk from across the store yelled to him "You have to pay for that ice cream!" He turned around and everyone in the store was looking. He said to her "what?" And she said, "I have to charge you for that ice cream!" My husband and I both said "why...the first one was bad?" She said, "you had already eaten too much of the first one!" Well, the bad one was a chocolate/vanilla swirl and the chocolate was alright but the vanilla is the part that had ice crystals in it. The clerk went to a back counter and talked to another clerk, came back to the counter and said she would have to charge him. By this time, everyone in the store was aware of what was going on and several commented that this clerk was wrong, wrong, wrong. She could have asked my husband to come back to the counter and explained to him her view and or the company policies on selling bad ice cream and or the store policies on exchanging. Instead, she chooses to embarrass our whole family. At this point I told my husband, “Give her back the ice cream!” I then turned to my children who had half eaten theirs and began to throw away their half eaten cones and told them, “LET’S GO!” As I ushered the children out of the store, my husband asked to speak to a manager when he was abruptly told there was no manager on duty. The clerk’s name was Jasmine Wilson or Williams…not sure as she said it so fast.

As business and franchise owners ourselves, we would have never treated ANY customer with this much disrespect. We abhor that you even tolerate persons with such attitude and disrespect to represent your business/corporation.

I’m not sure at this time why I am even writing this letter, as we have NO intentions of ever entering a Baskin Robbins Ice Cream shop again. But felt that you needed to know how your customers are treated when there is no manager on duty.

Respectfully,

Jeff & Teresa

Fayetteville, NC 28306 Click this link to e-mail the message author: Email User