Dear Baskin Robbins (an un-love letter)

Last night we made the trek to our local ice cream shop, Baskin Robbins.  The whole family walked over to enjoy a nice cold treat on a hot day.  When we arrived the place was packed.  It felt like our entire community had the same thought as us at the same time.  So we patiently awaited our turn for an employee who is probably closer to my son’s age than to mine scoop up our favorite flavors. 

My son was so excited about getting his kid-scoop of Chocolate. Once we ordered and paid for our summer treats, we looked for a place to sit.  The store was highly air-conditioned and it felt great.  And everyone who was in line before us took advantage of that cool air too.  Not a single table or chair was to be had.  But that was ok.  We figured we would just sit outside and forget about the heat while we licked away our cones. 

Our local BR doesn’t have outside seating.  So we sat in tables at the sandwich shop two doors down.  Not a mere five minutes from paying for our treats, sitting down and enjoying them, my son accidentally dropped his chocolate kid scoop on the ground.

Being a long-time Baskin Robbins customer, I figured dropping of the cone would be NO BIG DEAL.  After all, hasn’t every kid dropped an ice cream cone before?  Accidents happen.  I scooped up the dirty ice cream, scooped my son up into my arms, and said “That’s ok.  I’m sure we can just get you another one.”

Apparently I was dead wrong.

When I went back into the store and politely explained to the pimply-faced teenager that my son had accidentally dropped his cone on the ground and we had just bought and was it possible to get a replacement scoop, the gruff teen explained that BR’s policy is that you only get a replacement scoop if you are physically in the store when the accident happens. Once you leave the store, apparently you forfeit your right to a replacement scoop.   

I explained that while I understood the policy and we would have loved to stay in the store but there were not any tables available in the store at the time of our purchase.  And so we walked a mere 15 feet away and my four year old has a little accident.  Couldn't BR can’t show a little sympathy and give the kid a replacement scoop?

The teen was adamant that this was their policy and that if I wanted another scoop I'd have to fork over the cash for another one. 

Give the kid a break!  The whole family got scoops of ice cream.  It’s not like there is a conspiracy here.  We didn’t gobble down the scoop and then claim it fell on the ground to get another one for free.  It’s a little kid.  How much can that extra scoop cost?  And if you are willing to give it if we are in the store, then really why can’t we get it after the leaving the store for five frickin’ minutes?  It just doesn’t make sense to me. 

I was this close to digging our dirty scoop out of the trash and dumping it on the floor of the store.  But I decided against it.  I certainly don’t hold the teen accountable for the stupid policy.  But I don’t agree with it.  The great thing about blogging is that we get to share our great experiences and our not-so-great ones with the internet community. 

Patrons of Baskin Robbins can consider yourselves warned:  If you are going to drop your ice cream, make sure you do inside the walls of store.

For a company that has been in business for over 60 years, it doesn’t seem to me to be a good business practice to piss off your customers.  Especially when its a mommy-blogger.

Original post for the Silicon Valley Mom's Blog.