Baskin Robbins
Customer Service? Not Really!

I heard that Baskin Robbins was having 31cents scoop night from my daughter, so @ approximately 3:40 P.M., I called my local store and a woman answered the phone politely, but did not give her name. At this point I didn't feel it was necessary to know. I immediately informed her that I had heard that they were having 31 cents scoop night and she abruptly cut me off. I was not finished, and this was evident since no one ends a sentence with "and." So she tells me in a hurry yes, ma'am, at 5pm, okay? I answered okay, but she then audibly let out a sigh, but after a slight pause, I decided to ignore it and continued with my question seeing how I am a potential customer and I assume that answering the phone and answering customer's questions are part of her job description. I said I know that you must be busy so I will be quick, so is there a line forming already for this evening's event or perhaps just a lot of people waiting around for 5:00 then? And she answered (still in a rushed tone) just like this - "uh, no, there isn't a line right now, but I have to go because I'm really busy."

This seemed a bit contradictory to me, but maybe she was just a little overwhelmed and didn't quite pay attention to the words she was saying or the tone she was using. It was a rather warm afternoon, so I imagine it could have been somewhat busy at this particular time, but I had no way of knowing for sure as I was not there. I was merely a potential customer on the other end of the phone line. Now, I don't really agree that the last sentence is an accurate description of who I am, but that is certainly how this woman was speaking to me. As someone in the field of customer service, this treatment was not appreciated as a customer and should not be tolerated by a company who has prided themselves for many years on customer satisfaction. I hope that this matter will be addressed. I know that I am only one person and my business may be of no significance to your organization, but I would be suspicious that this may not be an isolated incident with this employee and frankly I was offended enough to decide to take my 31 cents to Cold Stone Creamery. Yes, I will be spending way more than that since it is very over priced ice cream and the gas I will waste just to get there will be enough to have purchased a couple of gallons at my neighborhood grocery store. But at least I know that I will be treated with dignity and respect whether they are really busy or not as I have had the fortune of being able to afford such luxury on occasion.

Company: Baskin Robbins
Country: USA

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