Baskin-Robbins

Went in to order a custom birthday cake, store argued that there was no custom cake order available at Baskin Robbins. She said that BR does not do custom cakes, and it is not on the Baskin Robbins website as an option. (an aside to readers-​please feel free to check the BR website to see who has the correct info)
Baskin Robbins ice cream is just okay, but their cakes are the best ice cream cakes out there in our opinion. Unfortunately, this disconnect between advertising that they will make custom cakes, and actually making the custom cakes is not unique to this store. We have had issues at 5 other stores in different areas. Family in other states and friends have had the same issues. We keep trying as this is my husband’s fave birthday cake and only request.
The stores have different stories in addition to the one above– one store tried to act like they had made the custom cake and actually just took a standard already made cake from the pre-​made inventory and put the logo for the football team and acted like they had misunderstood the cake/​ice cream request; another took my order in person, and when I went to pick up on the agreed upon date, the manager told me there was no custom cake made as their baker had not come in for the last few days but did not bother to let me know this till I showed up to pick up the cake… the saga goes on…
So BR, do you make custom birthday cakes or not? Your stores don’t really know how to service this and they don’t seem to care as they are happy to just sell the cakes already sitting in their freezer.