Baskin-robbins

First and foremost, the praline ice cream cake was to die for. That’s worth 5 stars. However, they lost my order for my mom’s 79th birthday cake. That’s minus 2 stars. Had to choose an undecorated cake out of the freezer. The cake was great, but was not personalized for her special day. Hopefully this was a one time mishap.

This is a long review but it is worth the read for anyone considering going to Baskin Robbins in Mansfield, Texas off of Walnut Creek and 287 to buy an ice cream cake. Me and my husband went to the store to place our order. We looked through their cake book and chose a really simple and cute graduation cake. The price came up to $58.99 because we paid $10.00 extra dollars for the "deco-pac" as it was called on our receipt. We chose to pick up the cake the day of the graduation at 11 when the store opened. Well, 11 came and went and the store still wasn't open. My husband went to the door and knocked, thinking someone was in the back. No one was, and it wasn't until about 11:08, while my husband stood at the door, before an employee arrived. My husband told the employee we were there to pick up a cake at 11 and the employee informed him that they didn't open until 11. There was no apology or anything from the employee. We were already upset about the lack of punctuality, but then once we got our cake, we only got more upset. The $60.00 cake looked like a cake made at home. It was sloppy; it looked like a child did it. The icing trim around the cake and the words written on it appeared to just be slapped on the cake like the person who did it was in a hurry and could not be bothered with making the cake more presentable since we had paid for it ahead of time. The $10.00 additional dollars for the 'deco-pac" kit was only the little plastic graduation cap - definitely not worth $10.00. We didn't say anything to the employee, because we didn't believe he was in charge, and our son's graduation was the day we picked up the cake. We didn't have time to hang around the store; if we hadn't paid for the cake ahead of time, we'd have left it there and picked up a cake at the Tom Thumb near by. Once we got home, we took pictures of the cake and my husband started calling the store to see when a manager would arrive. After the graduation and after we'd gone out to eat, my husband went back to calling the store for a manager. He finally spoke to Grayson, who provided the number to a manager for another store, I believe. We explained the situation to this guy and he told us he'd reach back out to us within 24 hours. The next day, we got no call, so again, my husband called him. He didn't answer, so my husband called the store where an employee gave him the number to the actual store manager, Sonya. I wish I could say that conversation went better, but it did not. She was rude. She kept interrupting and talking over me and my husband. She was too busy trying to anticipate what we were going to say and reply than actually listening. If she is the store manager then it is no wonder that her employees show up to open the business almost 10 minutes after the store should have been opened, and seem to take no pride in customer service. She kept telling us to bring the cake back to the store, I kept telling her that we weren't about to waste our time coming back to the store to show her whatever portions of the cake was left. She kept saying she'd give us 50% off our next order if we brought whatever was left of the cake to the store. I kept telling her that we had no plans to ever come to their store again so that 50% off was pointless. We told her we had pictures of the sloppy cake, but those weren't good enough according to her, she had to have the actual cake. Then she asked why we didn't stay at the store if we were unhappy, and I told her that if it weren't for our son's graduation that day, we would have. We would have demanded a new cake be done or a refund so we could go to a company that actually cared about the way the cakes they sold looked. I am so disappointed with this whole experience. I attached pictures of the cake we got compared to the cake they sell. We will not be going back to this store again, if we want ice cream, we will go to Dairy Queen or Braum's from now on. Never again will we step foot inside this one. If you need an ice cream cake, I wouldn't suggest you go here because the work is sloppy and careless.

0 stars is what this place deserves!!! The worst customer service ever. I reordered an ice-cake for my husband's birthday. The cake had NO cake and they misspelled my husband's name! Of course it was too late to fix the name and we had no idea there was no cake in it until we cut into it. I spoke to Sonal who demanded I bring what's left of the cake which is just ice-cream back so she can see the half eaten ice-cream. I am having to now dispute the charge. DO NOT GO HERE.

Ha!! If I had read the reviews prior to coming then, I would have known better. It is exactly as the one star reviews described. We went in for an ice cream cake and grabbed one that was CLEARLY marked “strawberry with vanilla cake.” There were two teenaged guys working on that kindly assisted us picking it out. When we made it home, we cut into the cake and the cake was chocolate. We don’t eat chocolate cake. We called and the guy answered the phone and explained there was nothing he could do especially since the cake was cut. How would we know if the cake was chocolate or vanilla without cutting the cake???? We said you can exchange it or refund the money. He said that he couldn’t take the cake back and if we came back, he would “report” us. To keep down confusion we called MPD to meet us there. We went in and he was defensively and rudely saying it’s nothing he could do and they “don’t deal with cakes.” I explained that’s fine but your job is to deal with customers. He took a picture and sent it to what I assumed was the manager/owner but still firmly stated nothing would be done about it. He called me “Bruh” two different times and said when we called he told us not to come back but he felt like we were coming to “steal” a cake so that’s why he said “pull up!” At the end of the day, they were KIDS so I tried to explain how and why customer service is so important. The police came and asked us to step outside, went in with our receipt, and brought us our money back!! Poor customer service is an understatement, but reading the other reviews, I don’t think this place cares at all. Take your money somewhere else!!