Not enough workers, extremely short handed and long waits there needs to be more workers

Terrible customer service both times we came to this location! First employee was a female and it looked liked she was in a bad mood or hated her job. She was slamming the windows to the ice cream when she would open and close them. Second time was a young male and looked like he also hated his job. He also had friends over while he was on the job. There was also another young male employee helping him and he made a sundae for us and didn't put all the ingredients that normally go on it so we had to tell him. Very unprofessional and terrible customer service. Never coming to this location again. read more

The two guys that work the evenings are for the most part rude and disinterested in serving. They are never friendly and seem like they hate their jobs. read more

This is the first time ive been to a BR location where there was ice cream all the way down at the bottom of the cone!! Even with just one scoop, there was ice cream throughout my cone. Literally a first for me out of all the times ive been to a BR! read more

All cakes are pricey (as they always have been with Baskin Robbins in general). But the log cake was excellent it even had KitKat bars holding it upright across the entire bottom of the cake! All the cakes are decorated very well. Service is okay, owner manger is a bit regimented. read more

There was definitely a line out the door the day I came here, so it took a while to get what I needed, but that's the only con! The staff is really friendly and helpful and the ice cream is the best! They consistently have a variety of flavors that include low calorie options, seasonal flavors, and sorbets. We'll go here if we're craving a sundae or a crazy flavor we can't get at the grocery store. It is in the perfect location within town! read more

Baskin Robbins did a great job with this cake for my daughter birthday, they gave great customer service and they did it with just 24 hours notice! read more

Baskin Robbins - Ice Cream & Frozen Yogurt Near Me - Gilroy, California

Ordered a cake the day before for my kid's birthday. This is what they tried to give me. This is an embarrassment of a cake! My disappointment quickly showed and I expressed it to the staff. Would you pay $32 for this? Three people were working the place without a manager on site. When I asked for the manager, they said she was only available by phone. She first offered to give me a pie that was already in the fridge as a replacement. But nothing had the flavors I specifically ordered. Then she offered to scrape off all the icing and start over but I couldn't rely on the staff to do any better of a job the second time around. Final offer was to take $10 bucks off. But even at that, that cake would not have been acceptable to bring home. At this point, I had to walk away. The kid who decorated this cake said it was his first day on the job. Really?? Why did they give this task to the kid the first day on the job? When I learned this, I did feel bad for telling them how I thought it was ugly. Overall, I'm disappointed and upset of the quality they tried to pass off to a paying customer. Management could do a better job of training employees. Heck...if they were present, they could have actually practiced some quality control before this cake went out. Thank God there was a Nob Hill with a bakery next door to help save the day. read more

Baskin Robbins - Ice Cream & Frozen Yogurt Near Me - Gilroy, California

I have to say that I was extremely disappointed in the lack of customer service. When I walked into the store, I could see two employees sitting in the back talking. It took over 1 minute for anyone to acknowledge our presence. Unfortunately it just got worse from there. When I asked if they had a particular pie in the back (because I didn't see one up front), the reply was "no". I then asked if there was anyway they could possibly make me one, since it was a special occasion. She again told me "No". I then asked if she could call another store to see if they had the item. She replied that she couldn't help me because she had to take a cake order and walked away. Disgusted, I left the store and called another BR in town. They did not have my item in the freezer either, but they volunteered to make me one without even having to ask. Now that's customer service! read more

Gross. Not sure if they are shutting down or prepping to remodel but the whole place is torn up inside. The two employees working tonight were busy just chatting away to one another instead of engaging with customers. Their baskin Robbins visors were FILTHY and disgusting. The girl was wearing sweats and a crop top.... They just don't look professional or like they are at work. Odd. On top of that each of our scoops of ice cream had multiple other flavors of ice cream in it which was really gross and really bad for anyone with allergies. Utensils aren't being cleaned. Final straw was when I saw her restocking the spoons. With her bare hands she dumped them in the container and then touched all of the parts that people put in their mouths. So gross. I cannot imagine ever going back in. Dirty place with employees who do not understand cleanliness at all. And $25 for four regular scoops and a kids scoop? Get real. read more

Me and my little one always hit up this place. She loves the Cookies and Cream, and sometimes the Reese's Peanut Buttter flavors. For the chocoholics like me, you have to have the Chocolate Mouse Royale, and the World Class Chocolate flavors. Since its basically the only Ice Cream place on this side of town, try to avoid it when schools get out, especially after events or on Fridays, the line gets really long. Hey but its worth the wait. read more

I ordered this beautiful cake and the employee that took my order was so kind and took everything I said into consideration! It was ready on the day and time I wanted it and I couldn't be happier. My guests were in love with it just as much as I was, I will definitely be ordering more cakes here soon. I had a wonderful experience, would definitely recommend this place for gorgeous and tasty cakes! read more

Baskin Robbins - Ice Cream & Frozen Yogurt Near Me - Gilroy, California

This is definitely my favorite ice cream shop in town! I had ordered a cake the day before my nephews birthday party and they were very accommodating. My only did they get the design spot on but it was so price worthy compared to other stores. By far, best customer service I've had in Gilroy since I've moved here. The staff were extremely caring and even when it got busy I was taken care of. Keep up the good work Baskin! read more

Baskin Robbins - Ice Cream & Frozen Yogurt Near Me - Gilroy, California

Love the location of this BR, between Starbucks and Nob Hill (nice chance to multi-task ;) This shoppe itself is just ok - the Morgan Hill location is bigger and nicer. It's a clean space, even though it's small. Good selection of icecreams and of course the usual shakes, cakes, sundaes and specialties. The staff is consistently nice and helpful. No one is ever impatient, even when my toddler can't choose between strawberry and sherbet. Personally love their mint chip and cappuccino blasts! read more

**For the Service Only** OK, I know the employee's are high school girls making chump change for the summer but the service was lackingggg. On this particular evening there were 3 girls & they took an extremely long time to make eye contact with. So long where it was noticable...hence this review. 2 were trying to do something with the cash register while the other one just stood there watching. Like, HELLO.....there's us & a women behind us waiting for you......ya might wanna get to it?! No? I know they're kids but using a cash register & scooping ice cream isn't hard. Over it. read more

1 person working on a busy day is ridiculous. Covid -19 or not, poor planning and a lot of unhappy customers.

I don't know what the service is like during the day, but the night shift is horrible!! Never enough staffing, staff very unprofessional, CUSTOMER SERVICE IS A COMPLETE JOKE!!! Managers must be morons for staffing the way they do!! read more

I feel so bad for the workers here! There's only one person scheduled and it gets so busy. I came and the worker was so stressed out I don't know why they don't have at least another worker. I'm aware that it's the same owner for the new boba place near Nob Hill and it's exactly the same way, they only have one worker. The workers were polite and super helpful but the owner NEEDS to schedule more workers. read more

I cannot believe the experience we received right now! It started with 2 people before us.. Then 3 more people came in and then 4 more I believe. There was one female employee and one male employee.. The female was helping the first couple and the male was just taking his sweet time wiping the counters acting like nobody was there! I finally said, excuse me can you help us? He flat out said no! "I have to clean" while the girl was working hard helping those customers. I then asked him if he could just clean after you close.. He said no I have to be somewhere. Seriously?!? It was 9:30pm and the hours said they close at 10:00pm. I told him it only takes a couple of minutes to scoop some ice cream.. The woman next to me asked him a couple minutes after if he could just stop wiping the counter for a few minutes and help them.. Again he said NO. rude!! I asked the girl working for his name.. So CARLOS I hope to NEVER see you at baskin robbins ever again! Terrible customer service! You are definitely bad for business! I'm really considering if we'll ever go back to this location! The girl working there was great for putting up with that. The owner can look at the video for 10/27/17 around 9:30pm to see the incident. read more

Use to love this Baskin Robbins until recently this year when they switched owners. The new owners seem very stingy with all the ice cream. I believe they have all new employees as well because these young kids working here seem very lost. The cakes look like they were made by a little kid and they sit in the fridge for so long it grosses me out! I drive all the way across town to the other baskin robbins just to avoid the bad service here. read more

Ever since the owner has changed the store has been going downhill. The store is always dirty and everything looks like it hasn't been cleaned in days. The customer service was always one of the reasons why I kept on coming back however lately the kids behind the counter look lost and look like they have no idea how to make anything. A women in front of me had asked for the tax off her order since she was buying a cake and the employee had no idea how to do that. I have purchased cakes here several times (most of them tasted like they had been in there for months) and they always charge tax which they are not allowed to do so with cakes! I kept on coming back as the ice cream was yummy although at times it looked gross. But while I was waiting in line I noticed this and had to take a picture. Look how unsanitary this is! The water the scoopers are in looks like they've been using it for days.I have talked to other customers who would come here before the new owner and they all have told me they've complained to the corporate yet nothing has changed at this store. The cakes are pricy and look like my five year old could have made them and the employees are not well trained. I will not be coming back here again! read more

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This place was owned by a precious owner before & now has been sold to new owners. Ever since the new owners have arrived the place has been filthy & not kept up with. The cakes are not how they used to be & very sloppy. I have even noticed that some of the cakes are expired in the case and they do not care. You pay over price for a small scoop or a milkshake that is mostly whip cream. If you want good service go anywhere else. read more

This Baskin-Robbins location is the best one I've ever visited!! I noticed a new display at the forefront of the store and it looks very nice, and displays some beautiful cakes! The staff is extremely nice and helpful, they helped me order my perfect cake. :) Strongly recommend this location!!! read more

The customer service here is non existent. We walked in and none of the three employees greeted us or asked if we needed help. Not once did they approach us, we had to ask for help and even then they were rude. Wouldn't recommend this location. read more

If I could rate it less than one star, I would. I went on 6/23/19 evening with my family to get some ice cream. There were two kids working, young girl and a young guy. I don't like complaining or making a big deal. Paid $15 for four single scoops, but I was ripped off. The young kid who helped me made the scoops half-@@s, they were not even kids size scoops. I showed the young girl worker and asked, is this a regular size scoop? I tried for them to redo, but both were not friendly or did nothing to give me what I paid for. That was the LAST time I will go there. You are better off buying the small BR half pint at Safeway and getting your moneys worth. Total rip off. I paid $15 and got like $5 worth of ice cream. read more

It's only 8pm, they close at 9:30. But they turn all their lights off?? The girl who was serving us was extremely rude!! Don't remember her name but she had braces and glasses on, one of the rudest people ive ever had serve me. I went in to order 4 orders of simple scoops after each one she kept asking me, anything else?? Anything else??! If you don't like it there, don't work there!! Like chill out, it's just ice cream, it's supposed to make you happy. read more

I have been a customer of this location since they first opened. They recently changed owners and it has gone way downhill. First of all the scoop size is half of what it used to be for the same price. Second, it's not as clean as it used to be either. The floor is filthy. I've tried on three separate occasions to buy their ice cream and just can't get over the small scoop size now. Two scoops now is equivalent to one before. Ridiculous! They lost a long time customer. read more

My cousin and I ordered a hello kitty cake for my lil cousins bday and it came out exactly the way I wanted. They made it with just a 24 hour notice which was great because it was last minute read more

This place is a joke! My husband and I went in for some ice cream on a very warm evening last week. There were two young men, possibly teenagers, working behind the counter. The place was a mess! The floor was extremely dirty. The ice cream tubs were all covered up. The two workers weren't very inviting or welcoming. One was on his phone the entire time. And besides all that, you get very little ice cream for your money. I could have bought a half gallon of ice cream at the grocery store for the same cost as the measly single scoop I had. My husband and I both said as we exited that we won't be going back! Ever! read more

Amazing Icecream and great customer service . The location has been going through a positive change . I see great enthusiasm among the employees and the customer service has reached new heights . The store has always been god but during our recent visit we were greatly impressed by the welcoming by employee . The owners were at the location and were also extremely friendly to all customers . My daughter loves visiting here . The ice cream cakes are to die for ! We regularly buy the cakes for all our friends birthday. read more

I love coming here! Cherries Jubilee has been my favorite since I was 5 and I can always rely on it being there. Most of the employees know what I want as soon as I come in (I might have an addiction forming). read more

Love to come here to get the pistaccio almond ice-cream 1 lb 8 oz tub, which costs $7.99. First time I came the young lady tried to fill up the tub as much as possible, when she weighed it it was 1 lb 8 oz. :) but Yesterday night I came in and a young boy tried very little to put in my moneys worth of ice-cream to fill the tub. It weighed 1 lb 5 oz. I told him that I would like him to put more in and he ignored the request telling me thats how much it is supposed to be. THE SIGN CLEARLY SAYS 1 LB 8 OZ. ***VERY DETAILED WEIGHT. I left really upset. I am obviously obsessed with this ice-cream, I'd appreciate it if the workers there tried harder to make the customers leave with a smile. read more

I love this Baskin Robbins! It's my favorite! The employees are the best! Thank you for helping me!

1 star for the terrible management of this place. Theres 2 people working and theres 8 customers. The guy behind the counter is new and i have no problem with it because we have all been there and i can wait a few extra minutes to get my ice cream; however, i don't understand why the "more experienced" fella A.J would not help out when he clearly saw that there was a lot of customers that were getting irritated. Instead he sat in the back making a cake. To me this is just a bad way to run a business. Why not help the customers that are actually in the store and then when they leave get back to the cake? AJ had the guts to come and bother the new guy to tell him some nonsense, which made everything slower. AJ shouldn't be in charge. We waited 30min for a few scoops of ice cream. The few times I've been there he is just sitting in the back not doing anything. Every other employee is great and haven't had a problem with them! read more

Awful service. Definitely won't be coming back. I needed a last minute cake and tried calling this Baskin Robbins because it is closer to my house. They said I needed to order two days in advance so they couldn't do it. I called the camino arroyo location and they said they would make it no problem. They saved the day needless to say I will be driving the extra 10 minutes to this location just because of the service!!! Thank you Camino Arroyo BR read more

*This review is based on service only* I called to have a cake made for my husband's birthday, which was the following day. Granted it was short notice, but the owner said she would be able to do it since they weren't busy and it was a small cake (6"). Rather than keep her on the phone while I decided on the flavors, I said I would call her right back. I was at work when I was trying to get this cake on order and I'll admit, I wasn't able to call her "right back". I ended up calling back about 45 mins later and one of the other employees answered the phone. Before I even finished my question to see if she was the one I was talking to earlier, she rudely cut me off and said, WITH AN ATTITUDE, that she was the one that was going to make the cake and that she wouldn't have time to make it because I needed to call back before 3pm....it was 3:15! Ok, so maybe I didn't call back right away, but during the initial conversation the owner didn't tell me I needed to call back before a certain time and honestly, I don't think 15 mins would've made a difference. What p*ss'd me off was the girl on the phone who raised her voice and talked over me with her ghetto attitude because I didn't call "on time". Seriously?!?...you work at Baskin Robbins. Someone needs to learn some customer service skills especially when people are trying to give you business. Needless to say, I called another Baskin Robbins and they had NO PROBLEM making the same cake for me. read more

i went today with my wife and son we got there at 9 31 and the girl working told me they were close they close at 9 30 and that they were not going to servme icecream i even told her is only one minute after 9 30 i will never come back to this place this place has the worst customer service the owner should do something about it ! read more