Baskin-Robbins

Great after a hike on a hot day!

Subject: Follow-Up on Previous Complaint Regarding Poor Customer Service

Dear Baskin-Robbins Customer Service Team,

I hope this message finds you well. I am writing to follow up on my previous complaint regarding my experience at your west Lancaster store, which I submitted on on Monday 2/10/2025. I am disappointed to report that I have not received a response from management, and I feel compelled to express my continued dissatisfaction.

During my last visit, an employee named Majesty displayed incredibly rude behavior towards my family. Upon our entry, she rolled her eyes and didn’t greet us, which set a negative tone for our experience. When we asked for assistance, she informed us that she would attend to us when she finished cleaning, which was frustrating and unprofessional.

I took the time to write a review addressing these concerns and reached out for an explanation, as I value customer service and believe in addressing issues to improve future experiences. However, my efforts to communicate have not been acknowledged, and it leaves me questioning the level of care your team has for your patrons.

I would appreciate a response regarding this matter. I sincerely hope to hear back from you soon, as your attention to this complaint is crucial for restoring my faith in the Baskin-Robbins brand.

Thank you for your time.

Best regards,

Luz Quiros

I’ve ordered my daughter’s birthday cakes here for 4 year never been disappointed absolutely amazing decorating! I brought in all of the stuff and had them decorate for me. Turned out amazing!

Atmosphere: 5

Food: 5

Service: 5

I go to this location often. The service is awesome. The ladies are always so kind like they sincerely seem happy. It's a good feeling. That's why I come here often.

Atmosphere: 5

Food: 5

Service: 5

I paid $50 for a SIX INCH CAKE, and when we served it, no one ate the cake part at all. It was dry and actually burnt. The ice cream part was fine, but FIFTY DOLLARS?! Don't order a cake from here! Go to Cold Stone and get better service and a cake people will actually eat.

Atmosphere: 3

Food: 1

Service: 2

Quick service and delicious ice cream drinks.

Atmosphere: 5

Food: 5

Service: 5

Worst brownie sundae no whip cream or cherry . Tiny scoops of ice cream I couldn’t even tell my hot fudge topping was in there ..

The employees take the only three shaded parking spots and park there the entire shift. Youre inside a cold shop all day and you want to have a cool car when you’re off your shift, but you let customers park in hot parking spots and hold shaded parking spots for 6+ hours while you work? Any intelligent business owner tells their employees to park further away from the shop to give their customers more parking preference. EVERYDAY they take the only three shaded spots for their whole shift. EVERYDAY.

Atmosphere: 1

Food: 3

Service: 1

Excellent service! Friendly and courteous. Excellent ice cream and amazing sundaes! Need to go more often!!

Atmosphere: 5

Food: 5

Service: 5

Chocolate Chip Cookie Dough!

Love this Baskin Robbins.

Double scoop hot fudge was great. Service friendly and quick.

Not the best customer service. Walked in and witnessed the employee being really rude to a customer. Good thing they are not in the East Lancaster area…

Terrible service by an employee named Mel. Dragged her feet every step of the way.

I ordered a freeze and they said they don’t have sprite to make it, but they had bottles of sprite for sale. Asked if they could use that and was told I would have to pay for the sprite AND the cost of the freeze. This is the second time that has happened. I used to work there and I don’t recall ever doing that to people.