Baskin Robbins

My husband and I had the unfortunate experience of meeting "Brandon", the manager and supposed owner of Baskin Robbins on Nolensville Road. The reason I say supposed owner is because you would expect a manager and business owner to be more accommodating than this jerk. Brandon took and made our order - a scoop of icecream and a Rocky Road milkshake - and proceeded to the checkout counter to ring up the order. He placed the milkshake on the counter and another employee attempted to place a lid on the container that obviously did not fit. Each time she pushed, the milkshake overflowed and gushed down the sides of the cup and after some time she seemed to come the conclusion that the lid was the wrong size. I then commented on how watery the milkshake appeared and Brandon quickly whisked away the cup and responded 'no, there is just too much in the cup' as if I did something wrong. I thought to myself, 'Well, did you not realize that when you made the milkshake???'. Anyway, he brings back the cup and shortly says 'We're out of lids so you'll just have to make sure that it stays on'. With a puzzled look on my face I handed him my credit card while simultaneously summoning my husband over to inspect the cup of chocolate milk that they just sold me as a chocolate milkshake. My husband called over to Brandon and I went to take a seat by the window. I glanced over an issue of Nashville Today when I realized that my husband was still at the counter. As I started to listen to the conversation, I heard Brandon speaking very rudely to my husband to the point where I got up and walked over to the counter to stand at my husband's side. Brandon was telling my husband not only would he NOT replace the watery milkshake but he went on to tell us that 'he followed the recipe' and that if we wanted the milkshake remade then he would have to charge us. At this point, I was done with Mr. Brandon and simply asked him for a refund to which he refused and told us that 'he doesn't give refunds'. I then asked him who was the manager to which he responded 'I am'. I went on to ask him who was the owner to which he responded 'I am'. My husband and I left and just decided that we would take our business elsewhere. I have a really hard time believing that "Brandon" is the owner, but if he is he could use a lesson or two in customer service. So if you're reading this Mr. Brandon here's lesson #1: the cost of getting it right will always outweigh the cost of losing a customer.