ComplaintsforBaskin Robbins

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Online, I preordered two ice cream cakes for a family Christmas gathering. The order was prepaid and a pick up time was scheduled for Friday, December 22, 2023 at 5:00 p.m. I do not live in Republic, but knew my children would be passing through and could pick up the cakes on their way home for the holidays.On Friday, December 22, 2023 my son went to pick up the cakes at 5:30 p.m. He had the order confirmation email, the description of what was ordered, and knew the name they were ordered under. Upon arrival the two employees working stated they did not have any cakes with that name. After further discussion they stated that they gave the cakes to another customer earlier in the day that they could not find cakes for. There was no manager in the building, so they began texting with their manager and assured my son that the cakes would be ready for pick up the next day (the day of our event) at noon. On Saturday, December 23, 2023 my daughter called the store prior to heading towards Republic to pick up the two cakes. On the phone she was told that they didn't know what she was talking about and they would have a manager call her. A manager never called. At 12:20 p.m. she arrived at the store and the two employees text their manager (none present in the store) to let her know that someone was their to pick up our order. The employees relayed that the manager stated Baskin Robbins would not refund our $79.07 or provide new cakes because they had already given the product to a customer. On Wednesday, December 27, 2023 at 11:00 a.m. I called the store and spoke to a manager. She was aware of the situation and shared that she was not authorized to refund me the money that she has reached out to the owner and it was his decision not to give me a refund. I asked to speak with him. She stated he would be coming into the store and would have him call me. He never called. That same day, I was driving through Republic and went into the store at 2:30 p.m. to talk to someone. The manager I spoke to over the phone listened to my continued concern and shared that she was not authorized and he would call me. He did not call.On Saturday, December 30, 2023 at 11:30 a.m. I called the store and spoke to the same manager I spoke to on Dec. 27th. I shared with her that the owner still has not called and I expect my card to be refunded for the products I never received. She stated that she could not refund my money and was messaging the owner again and he would give me a call.I am requesting help getting my refund of $79.07. Not only did we not have the dessert for the family gathering the items were ordered for, the unprofessional interactions and lack of empathy resolving the issue has been extremely disappointing.I appreciate any assistance or guidance you may have.

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