Baskin-Robbins

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. We decided to buy our son an ice cream cake for his graduation, and thought Baskin Robbins would be the best place to purchase one. 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. A little pricey for even an ice cream cake in my opinion, but it was for our son's graduation, so we were okay with the price. We chose to pick up the cake the day of the graduation at 11 when the store opened. We got to the area early, so we went to another store while we waited for BR to open. 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. My husband then told the employee it was almost 10 minutes past 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. It should have come standard with the cake, but it was our fault for not asking why that wasn't the case. I'd hate to see what the cake would have looked like minus it. 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. We got the runaround from the employee who was late to the point where he wasn't answering the phone. Add to the fact that when my husband called the employee never once said "this is Baskin Robbins". That was just another point of un-professionalism that became more aware as the day went on and we tried to reach a manager. 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 (whose name I cannot recall), down to our displeasure with the look of the cake after he told me he was the one who made it. He told us he'd reach back out to us within 24 hours because he was out of town at the moment. 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, like that was the only way to prove we had bought a cake from there. 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. By the way, if you were really concerned with customer service, it shouldn't be contingent on you having the remains of a cake to try to make a customer's poor experience better. Again, lack of professionalism and willingness to go that extra mile (without further inconveniencing the customers by asking them to come back to your store). 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. Based on how things appear to be run there, we'd have been there all day waiting on someone in management to come to the store. Thanks but I will pass on that. I am so disappointed with this whole experience with this particular store. At least 2 employees for this store lack professionalism and any type if work ethic that shows they care about the company or the image they represent for the company. 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. I hope you can see the pictures of the cake we got compared to the cake they were promoting and see the total difference in the cake they sell and the cake we got. I understand that most BR's are franchises so the likelihood of anything being done is slim to none, but I wanted others to know before they made a decision to go to this store for anything especially an ice cream cake. 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.