All these other reviews are true! They shut everything down early (an hour before closing time) and horrible customer service on top of that. Our usual Baskin Robbin location is in Murphy but their waffle cone machine was broken so we decided to Drive all the way to this location in Rowlett. Since it’s much further, we called and spoke to Valeria. She assured us they had the cookies n cream icecream and chocolate chip icecream in stock. We drove the distance, and when we arrived, to our unpleasant surprise, half of the icecream flavors were stored away for the day (including the cookies n cream and chocolate chip flavors). Natalia told us they had been put away for the day and that they usually put half the icecream away at 7pm. We asked, why when we called, they assured us they had it in stock. We would have never driven the 20 minutes to this location. We also told her they are not closed until 8pm, why would they put the icecream away at 7pm??? Natalia rolled her eyes at us, and repeated to us that their policy is to put the icecream at 7pm because they close at 8pm. This is a horrible location and I don’t know any other location that does this. Save yourself the headache and avoid this location!! Never again!! I will stick to my awesome Murphy location.

The service was great. The cashier was extremely pleasant and friendly.Purchase a ice cream cake and it was delicious.

Probably more on Google than Baskin Robbins, closing time is 8 pm. Not 9.

Online it says it closes at 9pm but got here at 8:24 and they said its closed. Drive thru closed too.

Ice crystals galore in both our cones taste like freezer flavor. Like they dont know to scrape off the ice and freezer taste. Gross. A lady was giving us samples and just walked away to do the drive thru. Rude. Then took awhile for another lady to come and finish helping us. No apologies. No one said goodbye or thanks for coming when we left. Will not be back.

Me and my family showed up a whole hour before they closed, went up to the door and it was locked. Then we went through the drive through and were told that baskin-robbins was closed due to they were cleaning already. Once again it was a whole hour before closing time!! We will NEVER be going back. I tried giving them a second chance after having the exact same thing happened to us the first time but this definitely sealed the deal. I like supporting small business but this is just beyond ridiculous. I wish I could give 0 stars because they obviously dont want to stay in business or earn any money.

Me and my family showed up a half an hour before they closed, went up to the door and it was locked. The employee was sitting in the lobby area in plain sight ignoring us. We will NEVER be going back. I tried giving them a second chance after receiving bad service before but this definitely sealed the deal. I like supporting small business but this is just beyond ridiculous. I wish I could give less than 1 star because they obviously dont want to stay in business or earn any money.

We went to the drive through. They didnt have strawberry ice cream! So we ask if they are open for us to come in. They said only if you are wearing a mask. No problem. We walk in and one of them is wearing her mask as a chin strap! We left.

We came to the store and hour before they closed and the door was locked, so I tried the drive thru. They said they were closed and when I asked “even they drive thru?” They said “yep, it’s still the same store so it’s still closed”. The lady was extremely rude. I saw another reviewer had the same problem. I’ll never go back

First time going and had awesome service! I will definitely be going back with my hubby and my littles!

Just went to the drive through at Baskin-Robbins in Rowlett. I ordered a small cup of lemon cluster and two small cups of bubble gum. They gave me the small lemon cluster but then handed me a double scoop of bubble gum. I let the girl at the window that I ordered two small cups. She disappeared with the other girl and handed me one small and then a very small half scoop of the other. Never coming here again.

We decided to go out and get some ice cream from somewhere other than the big-box grocery store. We were looking forward to some decent ice cream from a brand that generally has good ice cream.The experience at this location soiled the overall brand of Baskin-Robbins. 11. The door was locked (which I understand given the current climate of things. That doesnt effect the review, Im sharing it for others wondering if you can go in and order. Since the dining room was closed we had to do drive through.2. We went up to the drive through and.. Wheres the ice cream? we only saw DD with some milkshakes and ice cream cones. No flavors, no indication of what else they do or dont have.3. We ask the snotty girl, whose tone of voice told me that she did not want to help us, what ice creams flavors they had and she just rambled on a list and then said so, you going to order or not? Well, with that attitude let you take a break and go somewhere else instead.I understand the current climate of things, I understand I may have to use the drive through, what I dont understand is the serious lack of care and wanting to help. I promise you this, we will not be back to Baskin after this experience. There are many other Ice cream joints that we have no need to service this location, or Baskin-Robbins, again.Word-for-the-wise, Go to Braums instead.

What incredible service! And the friendliness is beyond belief. Compared to other ice cream stores where I get teency wrench cup of ice cream for $7... they filled a large cup with huge scoops. The ice cream is better than most of the other brands also. Definitely worth stopping in for a treat

So I went to basket Robin yesterday Sunday and I wanted a ice cream on a waffle cone this been by my fifth of time that I have been in there. And every time I would ask for ice cream on a waffle cone they never have a waffle cone.it so the little girl theres a new she was very nice but not a lot of experience. you should not hire new people to work the Sunday she by herself. There to be someone who have experience and the manager is never there I never see him/her on a Sunday when you own a business you need to come in on Sundays too. SAD CHOICE OF A MANAGER 😡

As a senior citizen customer service wasnt all that great it needs a great deal of improvement thats my first time there but its my last time been there thank you

Very unprofessional talk like they’re lost in mine rude I’m not courteous post it wrong hours online and then try to explain it because they’re inside the place plane you have four people standing around we don’t want to take care of any business this place is pathetic

Got my milkshakes and it was just milk basically. Incredibly dissatisfied and was also disappointed at the lack of flavors. Took the family for 1st time and want be back, Ill stick to Braums. Not to mention we paid and ordered and still had to wait 10 minutes afterwards to get milkshakes and ice cream.

Great atmosphere inside and plenty of seating mid-day on a Thursday. The scoops of icecream were huge and I had to ask for a cup to put my toddler sons inside before he spilled it. The pistachio almond was pretty good and the cotton candy was ok. They were nice enough to provide a large cup of water at no additional charge, only because they were out of their water cups 😂

I wish I can give it zero stars! The service was horrible. There were no customers and the crew members were moving like snails. There was no hot fudge because they let it burn. Then I was told that they ran out of my flavor icecream while a bucket full of it was in front of me. And forget friendliness. You will not find it here.

Came in for ice cream around 3pm, was ignored by two female employees. Plus all the ice cream was mislabeled. Obviously neither of those girls cared one bit about their job or customers. We were the only 2 people inside and all they cared about was drive through orders. If this is a franchise, it needs their license pulled.

Music was WAY too loud. If ya dont make something then dont have it on the menu!!

Still one of my favorite places to go for 2 scoop sundaes always an excellent choice of ice creams to choose from here in Murphy off-brand and 544

Every time I have tried to order something from them I have been disappointed. They never have anything and dont try to offer solutions or substitutes for anything to help increase the customer experience. I will never give another dollar to BR again.

I love the icecream. Good customer service. There were no more waffle cones left though :(

I went to get a banana split and was told they didnt have bananas!!! How are you still in business? I see from past reviews that they tend to be out of ingredients a lot. My advice is to hire someone that knows how to run the store more efficiently.

The worst experience ever had with Baskin Robbins. I had ordered a birthday cake 2 days prior so i could collect the cake on May 25th which is my daughters birthday. I had invited a few people as well. The cake was to be collected at 12pm. When i reached Baskin Robbins to my embarrassment the only cold reply i got from the staff was they dont know where the cake was and they will call the baker. I waited for almost an hour but in vain i had to go back buying another cake. Totally disappointed with the service.

Terrible Service! I ordered a Birthday cake 2 days ahead. When I got to the store the girl asked me if I can wait for 15mins. That 15mins turned into 30mins, so I approached the girl in the counter and she said it’s being placed in a box that moment. 15mins have passed, still no cake was out, the 2 staff in the counter said it is being fixed as the decoration wont hold on to the cake. Then, the lady making it came out and apologize she said she is doing her best but she cant make the decors hold on to the cake, as she is still learning, So, told her not to bother any more about the decoration, i just need the cake with the birthday greeting at least. I waited again, 10mins have passed still no cake. I emphasized it again to the staff outside, I just need my cake. She went in and came out with a rectangular (obviously not what i ordered) Oreo cake without a greeting, i have no choice but to accept it after they piped the greeting on it. Do i have a choice? They gave me $25 GC for waiting 1 hour and 10mins. Why would you leave alone an unexperienced staff to work the whole shift?

The crew needs some customer service training. At the very least someone should tell them it does not hurt to smile. They sell ice cream! Its such a fun thing to get but its such a buzz kill to get ice cream at this location. Also, the ice cream is either old or not stored properly cuz I was eating frozen water with the frozen cream so there was frost with my scoop. I would have discarded the frost so its not on the scoop but the server obviously did not feel the same way. For 3 bucks a scoop its better to just get a blue bell pint at Sprouts or Aldi. Or just go to the yogurt place down the street. Waste of money and more importantly waste of calories. Smh.

I have been here 3 times.. every time they do not bring out what I order... not to be mean but no one here understands english well.. im so irritated and will NEVER come here again.. most customers never come back and I have given this place 2 other tries... NEVER AGAIN

Good ice cream that are good size dips.

They have awesome shakes that are nice and thick. The flavors do not disappoint and the service is good.

I have visited this store at least a half-dozen different times, each time being more disappointed than the last. I keep hoping they will get their act together, since the Baskin Robbins off Greenville was always spectacular. Today was absolutely the last straw for me and my family.We went through the drive through, where no cars were present, and ordered a milk shake and a hot chocolate. Not very onerous. So we paid at the window (again, there was nobody ahead of us or behind us), and were told to pull up to the curb and our order would be out shortly. Sure, no problem!So we pulled up to the curb. And we waited. And waited. And waited. 4 other cars pulled through the drive through and RECEIVED THEIR ORDERS while we were waiting. We even observed a family enter the establishment and exit with delicious treats of their own during our waiting period. Finally, after 17 minutes, I pulled into a parking space and decided to talk with the employees. Turns out... THEY HAD FORGOTTEN ABOUT US. THEY DIDNT EVEN START OUR ORDER YET. When they saw how infuriated I was, they made the hot chocolate (literally less than 10 seconds... it comes out of a machine with the push of a button) and the milk shake. All told, it took them less than 3 minutes to make it. You couldnt do that while we were at the window???The employees stammered some sort of half-hearted apology and an excuse about having only a single machine, but seriously, if you have issues at your establishment, have a contingency plan to accomodate that. And also... DONT FORGET TO SERVE YOUR CUSTOMERS!!Needless to say, we wont be going back to this store ever again. Ill take my hard earned money and spend it at Braums (which is cheaper anyway).

Love the stranger things stuf

Closes before actual close time poor customer service

Horrible customer service. I waited for 10 minutes before I was greeted and then I was told that they could not open a new container of the lemon custard ice cream because they were too busy. Very rude!!

Our family came into this place and we started to order they only had 2 waffle comes in the bin. So we orderd them and wanted 2 more they said they ran out and it would take 20 mins to make more. Then we only ordered the 2 and as we bit into the cone it was staile. So I returned it back to the store and the employee said I can put the icecream in a cup since the cones were free. I said no I want a refund. NEVER AGAIN WILL we visit this store we come from San Angelo and at our store they make them fresh under 5 mins.

Lack of management, takes way to long to gather orders together, unintelligible crew members, lying about something they dont have and a level of service that is far below than expected.

Friendly service. Great ice cream!

I ordered an awesome frame ice cream cake for my sons 18th birthday. I received an email confirmation, indicating the cake would be ready at 4:45. My husband called around 1:00, only to find out the cake wasnt being made, because the cake decorator was not coming in. I took the phone and asked why I was not notified. I was told she was about to call me. No apology, just excuses. She said they werent affiliated with other stores, so she would not be able to call other locations on my behalf. When I asked how she intended to make this right, she said she would refund my money and I could choose a cake from their freezer, and they would put his name on it. I drove 10 miles to the Rowlett location, and when I indicated I was there to have my transaction refunded for the cake that wasnt made, the girl simply took my debit card and issued the refund. Not only did she not apologize, she did not speak a single word. Neither did I. At this point, I realized she had no plans of putting my sons name on another cake. I just left. I wont beg for anything! My husband called a couple locations, and when the owner of the Belt Line location heard the story, he had someone make our cake immediately. Im about to drive another 11 miles pick it up. Im pleased, and they will be given a positive review. Since they arent affiliated, I dont mind paying for the cake in Richardson, even though Rowletts hold on my bank account will not drop off for several days. My experience at the Rowlett location was awful, and even now, I havent received an apology.It has been one week, and I have not received my refund.

My number one complaint is after many attepmts to let them redeem themselves I have always had bad customer service at this location. I will not be back.

I had a chocolate mint milkshake... it just hit the spot...

Gave my order and waited not long but got the confirmation to move forward to pay and get my order, waited for the cars ahead of me and then the lady said we dont have what you ordered but you can buy this why ask me to move forward and wait in line if you dont have my order when they could have just told me we dont have it and I could have looked at the board on the drive thru and ordered something else?

Great place for ice cream, pastries and to hang out

Good ice cream but the waffles were not as good. Friendly staff.

Will not return. Place was dirty. Price for what you get is far to high.

All the workers are incompetent high schoolers with no training.

For the price of a sundae you could buy enough ice cream at a supermarket to feed 4 people.

It was nice, clean and worker was friendly and polite

Got here at 10am just now leaving. Bad service. Asked for ice cream he waked away and didnt return. Will never come back again.

Awesome

Took forever to get service and there was 2 employees and 2 customers, including me.

Great place, Friendly Service!

Usually great customer service

Horrible service.

I like the mint Rocky road

Good stuff

I wish I could zero stars!!!

Good for coffee

Loved it

Out of small cups

Out of everything wth!!!

Butter pecan!!!

Rude!!!!

Normal