I have never in my entire life, ever seen a place ran as poorly as this one. Every other Baskin Robbins that I've ever visited has always had excellent customer service. The kids they have working at the one in London are rude, obnoxious and don't know how to make anything. Not to mention, It's always dirty. You can tell that they haven't been trained at all. My husband ordered a banana split and no one in the place knew how to make it. The boy handed me a dish with three scoops of ice cream and a banana in it. I asked about the toppings and he didn't even know it was supposed to have them. I told him twice what kind of toppings to put on it, but he said that they were out of strawberries and pineapples. We finally just left. That place was like a zoo. The owner should really get a handle on things or it won't make it another six months. I know that I'll never go back. If I want Baskin Robbins again, I'll just drive over to Somerset.
Atmosphere: 1
Food: 1
Service: 1
sergeant pspsps
Really baffling how an ice cream shop has NO ice cream. Dude on the speaker told us "we have 24 different flavors" but apparently not. Every single flavor literally anyone would actually want is something they somehow don't have. Not to mention, the workers are rude when you come in because that means they actually have to do their jobs. Hate this place. Never returning.
Food: 1
Service: 1
jacob kirby
Scam. Only 24 flavors
Alora Smith
Me and my family went out to get ice cream and went through the drive through and at first it was okay but then we tried ordering they kept asking us to repeat what we said and then messed up our orders all 4 and said we couldn't order an item that was on the menu and they said we could. Then when they forgot one of them and we were trying to fix it. After she walked away from the window and waved at us to leave and she came back and we asked if she forgot it she said no and was being rude with the window open and when asked for it to be corrected another girl came charging at the window and was giving us attitude just because we wanted our orders fixed. Horrible service and attitudes. If you can't work with people or customer service don't work in food
Atmosphere: 1
Food: 3
Service: 1
Brittany
Wish there was a regional manager to take the customers serious. So we ordered 4 items & they only gave 3. It was closing time so they locked the doors & ignored us blowing the horn in the drive thru. They would walk by very fast, like they did not see us, but we know they did. So I walked out and went to the front & hr did not want to answer it, but he did & did not even apologize for forgetting one of our paid for items. We were treated as an inconvenience & thx customer service just sucked overall. These workers are miserable & hate their jobs & it shows. The customers clearly do not matter. There were 3 workers & they every one ignored us. This happened tonight. Hope to never see these horrible workers there again
Atmosphere: 1
Food: 1
Service: 1
Kayla Smith
Absolutely horrible experience! Couldn’t get a waited on.. when I did get waited on we waited 15 mins before someone finally came over to make our order. When we finally got our order it wasn’t even the correct ice cream. The place was not clean! No one was friendly at all… never again will I go back… awful. All they did was stand around on their phones the whole time or talk to each other while people were standing in line to order.
_bobby_the_Jindal_
I would’ve been better off putting in an application and getting a job to get my ice cream 32 different flavors and they only had one available worst restaurant in London better chance of McDonald’s ice cream machine working
Nicole Jones
Never got my order taken. Looked at me 6 times never greeted or even acknowledged I can’t rate food I never got. Literally stood there and nothing. Saying hello I’ll be with you in a minute even would have been sufficient
Atmosphere: 1
Service: 1
Riley Roach
i would give this place a zero if i could. waited five minutes in the drive through to get my order taken. when she finally took it everything i asked for she said they were out of and was laughing. i finally gave up and ordered a coffee. waited 20 minutes at the window only for her to open it and ask what i waiting on told her and she didn’t come back after five minutes finally just drove off.
Jef Powell
Worst customer experience in London bar none. Decided to give this place one more try after previous bad experiences. I noticed the building was wrapped with cars waiting to order at the drive through when I first entered - that should have been my cue to go elsewhere. Against my better judgement, I decided to go on in and order a donut and a milkshake. The counter rep was clearly agitated, she was denigrating her co-workers and complaining loudly. It was uncomfortable to witness and the exact opposite of what anyone would consider "professional". I got the donut, took a seat, and then waited 30 minutes for my milkshake while high-school students stood behind the counter laughing and complaining about their jobs to one another. The manager appeared slack jawed and vacant, oblivious to what was going on. I went to the ice cream counter several times to inquire about my drink, while other customers who had ordered before and after me were doing the same - also having to repeat their orders. It became a running joke amongst the 7 or 8 of us waiting as to who might get their order first. When I finally took my donut out of the bag, it was stale. I never got the milkshake as I finally left because I was tired of waiting. The line of cars was still wrapped around the building waiting to order as I exited. I understand every business has its off days, but this is my 3rd (and last) visit. The previous two were just as bad. The franchise needs to be notified or the local owners need to shut the doors for a month, rehire and train their staff, and bring in outside management that actually cares about customer retention. This location is an embarrassment to the national chain.
This is the second time I’ve ordered from here, and both times were extremely disappointing. I don’t like to be the type to complain but when you spend a good Chunk of your money on this stuff for it to turn out like this, something needs to be said. First time, we ordered two things and both things were so melted they made the DoorDashers car sticky with Icecream. And they were filled so overly full that the lids wouldn’t even stay put. They were sliding everywhere. Fine, it’s a one-off thing. But no, this time we ordered two things, again. And one seems to have everything made right. But mine was 13 dollars, I ordered 2 scoops of one icecream and 1 scoop of another, I didn’t get the one scoop of the different icecream. I also ordered toppings. Chocolate syrup, cherries and a bunch of rainbow sprinkles. I got literally none of that. So for 13 bucks, I got a cup of just cotton candy icecream. Needless to say I’m never ordering from here again.
Food: 1
Julie Barnette
Stopped here for a mint chocolate chip milkshake. Stood at the ice cream counter for a while no body greeted us. Then got my milkshake and it is so gross. There literally ice chips in this and they used way too much milk.
Atmosphere: 1
Food: 1
Service: 1
MaDiSoN FiShEr
The young guy that served me was young but I wasn’t satisfied at all. He didn’t ask if I wanted a cone he just puts it in a cup so then I say I didn’t want a cup so he just literally dumped the ice cream cup onto a comb his hair is that good? I said no and I said well is it gonna stay because if it is then that’s good he said why don’t know so I took it paid for it get outside summer falls on my foot, which I’m wearing sandals and then the whole damn thing falls off into my car, so yeah
Mandy Marrs
Always have terrible service. Everything I order they don’t have or don’t make anymore. Then take it off your menu and take it off DoorDash. I honestly think the kids that work here are just lazy because they still have these things at every other Baskin-Robbins.
Olivia Marie
While the ice cream was good, the lobby was atrocious. It was clear that it hadn’t been cleaned in some time.
I have never in my entire life, ever seen a place ran as poorly as this one. Every other Baskin Robbins that I've ever visited has always had excellent customer service. The kids they have working at the one in London are rude, obnoxious and don't know how to make anything. Not to mention, It's always dirty. You can tell that they haven't been trained at all. My husband ordered a banana split and no one in the place knew how to make it. The boy handed me a dish with three scoops of ice cream and a banana in it. I asked about the toppings and he didn't even know it was supposed to have them. I told him twice what kind of toppings to put on it, but he said that they were out of strawberries and pineapples. We finally just left. That place was like a zoo. The owner should really get a handle on things or it won't make it another six months. I know that I'll never go back. If I want Baskin Robbins again, I'll just drive over to Somerset.
Atmosphere: 1
Food: 1
Service: 1
Really baffling how an ice cream shop has NO ice cream. Dude on the speaker told us "we have 24 different flavors" but apparently not. Every single flavor literally anyone would actually want is something they somehow don't have. Not to mention, the workers are rude when you come in because that means they actually have to do their jobs. Hate this place. Never returning.
Food: 1
Service: 1
Scam. Only 24 flavors
Me and my family went out to get ice cream and went through the drive through and at first it was okay but then we tried ordering they kept asking us to repeat what we said and then messed up our orders all 4 and said we couldn't order an item that was on the menu and they said we could. Then when they forgot one of them and we were trying to fix it. After she walked away from the window and waved at us to leave and she came back and we asked if she forgot it she said no and was being rude with the window open and when asked for it to be corrected another girl came charging at the window and was giving us attitude just because we wanted our orders fixed. Horrible service and attitudes. If you can't work with people or customer service don't work in food
Atmosphere: 1
Food: 3
Service: 1
Wish there was a regional manager to take the customers serious. So we ordered 4 items & they only gave 3. It was closing time so they locked the doors & ignored us blowing the horn in the drive thru. They would walk by very fast, like they did not see us, but we know they did. So I walked out and went to the front & hr did not want to answer it, but he did & did not even apologize for forgetting one of our paid for items. We were treated as an inconvenience & thx customer service just sucked overall. These workers are miserable & hate their jobs & it shows. The customers clearly do not matter. There were 3 workers & they every one ignored us. This happened tonight. Hope to never see these horrible workers there again
Atmosphere: 1
Food: 1
Service: 1
Absolutely horrible experience! Couldn’t get a waited on.. when I did get waited on we waited 15 mins before someone finally came over to make our order. When we finally got our order it wasn’t even the correct ice cream. The place was not clean! No one was friendly at all… never again will I go back… awful. All they did was stand around on their phones the whole time or talk to each other while people were standing in line to order.
I would’ve been better off putting in an application and getting a job to get my ice cream 32 different flavors and they only had one available worst restaurant in London better chance of McDonald’s ice cream machine working
Never got my order taken. Looked at me 6 times never greeted or even acknowledged I can’t rate food I never got. Literally stood there and nothing. Saying hello I’ll be with you in a minute even would have been sufficient
Atmosphere: 1
Service: 1
i would give this place a zero if i could. waited five minutes in the drive through to get my order taken. when she finally took it everything i asked for she said they were out of and was laughing. i finally gave up and ordered a coffee. waited 20 minutes at the window only for her to open it and ask what i waiting on told her and she didn’t come back after five minutes finally just drove off.
Worst customer experience in London bar none. Decided to give this place one more try after previous bad experiences. I noticed the building was wrapped with cars waiting to order at the drive through when I first entered - that should have been my cue to go elsewhere. Against my better judgement, I decided to go on in and order a donut and a milkshake. The counter rep was clearly agitated, she was denigrating her co-workers and complaining loudly. It was uncomfortable to witness and the exact opposite of what anyone would consider "professional". I got the donut, took a seat, and then waited 30 minutes for my milkshake while high-school students stood behind the counter laughing and complaining about their jobs to one another. The manager appeared slack jawed and vacant, oblivious to what was going on. I went to the ice cream counter several times to inquire about my drink, while other customers who had ordered before and after me were doing the same - also having to repeat their orders. It became a running joke amongst the 7 or 8 of us waiting as to who might get their order first. When I finally took my donut out of the bag, it was stale. I never got the milkshake as I finally left because I was tired of waiting. The line of cars was still wrapped around the building waiting to order as I exited. I understand every business has its off days, but this is my 3rd (and last) visit. The previous two were just as bad. The franchise needs to be notified or the local owners need to shut the doors for a month, rehire and train their staff, and bring in outside management that actually cares about customer retention. This location is an embarrassment to the national chain.
Restaurantji Recommends
This is the second time I’ve ordered from here, and both times were extremely disappointing. I don’t like to be the type to complain but when you spend a good Chunk of your money on this stuff for it to turn out like this, something needs to be said. First time, we ordered two things and both things were so melted they made the DoorDashers car sticky with Icecream. And they were filled so overly full that the lids wouldn’t even stay put. They were sliding everywhere. Fine, it’s a one-off thing. But no, this time we ordered two things, again. And one seems to have everything made right. But mine was 13 dollars, I ordered 2 scoops of one icecream and 1 scoop of another, I didn’t get the one scoop of the different icecream. I also ordered toppings. Chocolate syrup, cherries and a bunch of rainbow sprinkles. I got literally none of that. So for 13 bucks, I got a cup of just cotton candy icecream. Needless to say I’m never ordering from here again.
Food: 1
Stopped here for a mint chocolate chip milkshake. Stood at the ice cream counter for a while no body greeted us. Then got my milkshake and it is so gross. There literally ice chips in this and they used way too much milk.
Atmosphere: 1
Food: 1
Service: 1
The young guy that served me was young but I wasn’t satisfied at all. He didn’t ask if I wanted a cone he just puts it in a cup so then I say I didn’t want a cup so he just literally dumped the ice cream cup onto a comb his hair is that good? I said no and I said well is it gonna stay because if it is then that’s good he said why don’t know so I took it paid for it get outside summer falls on my foot, which I’m wearing sandals and then the whole damn thing falls off into my car, so yeah
Always have terrible service. Everything I order they don’t have or don’t make anymore. Then take it off your menu and take it off DoorDash. I honestly think the kids that work here are just lazy because they still have these things at every other Baskin-Robbins.
While the ice cream was good, the lobby was atrocious. It was clear that it hadn’t been cleaned in some time.
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