Baskin Robbins, Windsor, Ontario, Canada - poor service experience

# 23 for May 20, 2003

Complaints.com received the following on May 19, 2003:

From: Diana Hedrick [Email User]

RE: Baskin Robbins, Windsor, Ontario, Canada - poor service experience Tonight was just a classic case of the utter lack of care businesses have nowadays for their customers! I took my two children into a local Baskin Robbins (in Windsor, Ontario, Canada) to get a "treat". What a treat! Their orders went fairly smoothly. The fellow we had helping us didn't appear to be overly thrilled to be where he was, but hey, we all have those days, right? Anyhow, then I ordered mine.

Two scoop sundae. "Did I want cherries, nuts and cream?" "Yes please". Well, the cream was no more than a tablespoon. I looked at it, and said, "that's the cream"? He responded, "yeah, why, ya want more?" I told him not to bother, my last order was a banana split. Again I responded affirmatively to the "cherries, nuts and cream". Well, I guess my bit of cream was better than I realized as the cream was now frozen! This fellow turns to me and says, "do you want frozen cream?"

He couldn't even get the stuff out of the bag but he's asking if I wanted it on this banana split? I told him not to bother. My total - $17.77. I asked if he charged me for the cream on the banana split. He responded that it's "well, yeah, all added in together". So, I was charged for something I didn't get? Then I asked if the $5.25 for the banana split included the cream in the price. "Yes, it did". OK, so, I didn't really pay more for not getting the frozen cream. Here's the kicker.

I asked if he had a lid for the banana split as I was taking it home (to my husband). He took a lid and literally smushed the ice cream to the point where it was oozing out the sides! I'd had it. I asked his name. He asked "what I wanted from him". The woman beside me was in shock. I told him I just wanted his name. He told me "he didn't have one", and walked away from me. The woman beside me said "I want his name because I'M calling in tomorrow - that's outrageous!". The girl working in the store with this fellow also wouldn't tell us his name. Customer service at it's best!

Baskin Robbin's - I sure hope this isn't an acceptable behaviour on the part of your employees. I realize on a Sunday you're dealing with younger people who need jobs. I just have to believe that there are people who want those jobs a lot more than these two do! As for my family and I - we won't be back to Baskin Robbins. I'm not spending almost $20.00 to be treated like trash by some kid with an attitude!