Andy's Frozen Custard — Restaurant in Arizona

BEWARE OF ABBY I’ve never left a review like this before, but what happened at Andy's Frozen Custard deserves to be called out — not just for poor customer service, but for how one employee chose to treat both a customer and her own co-worker.

I visited recently and was helped by Kendra, who was kind and professional, even though the store had already run out of all sizes except small — which was surprising in itself. After getting home, I realized my order was wrong. I called the store, and Kendra immediately owned the mistake and told me she would honor it with two replacements the next time I came in. That level of accountability and care is rare, and I appreciated it.

But when I returned the next day, Abby was working — and from the second I mentioned the mix-up, she treated me like I was lying. She cut me off, told me they “don’t do free,” and that I should’ve driven all the way back the night before just to return the wrong order. It wasn’t just rude — it was condescending and accusatory. I was calm and explained that Kendra had told me otherwise. Abby didn’t apologize, didn’t offer to check — she just got visibly irritated and said, with attitude, “I’ll talk to her,” before storming off.

What happened next was uncomfortable and honestly disturbing. When Kendra came out, she looked devastated — like she had just been screamed at or humiliated in the back. Her face was red, her voice quiet, and it was obvious she had just been berated… for trying to make things right with a customer. It was one of the most awkward moments I’ve ever experienced in a business. Abby didn’t just create a hostile situation — she made her co-worker feel small for doing the right thing.

I don’t know what kind of leadership dynamic exists at this location, but if anyone in charge is reading this: you need to seriously reflect on how Abby speaks to both customers and fellow staff. I left feeling incredibly uncomfortable, not because of a wrong order, but because I watched someone get emotionally torn down for simply being decent. That should never happen in any workplace — let alone in front of a customer.

And Abby, if you ever read this: I hope you think long and hard about how you made someone feel that day. Because I won’t forget it — and I doubt Kendra...

I dont write reviews but this needs to be told. Had a bad experience with a worker. Her name is Summer. We ordered 5 ice cream treats with one that we asked to have the machine cleaned for my daughter who has severe allergies ( carriers an epey pin). They were quick in making the i creams but when i said i need one of them to be on a cleaned machine, the girl Summer rolled her eye because apparently she had already made it. Well sometimes people forget and there is no need to have a bad attitude especially in the service industry. I ignored it and they told me to park up front so they can remake it. Makes complete sense and understandable. I waited for 20 minutes and nothing was brought to us. I went to the front to complain about the long wait to the young gentleman, as he was trying to explain his side, Summer felt the need to intervene. Bad mistake because she was the last person that should of come being her attitude is not customer friendly. She tried saying it not their problem which as any human being would feel is not the correct response when in you are in customer service. I told her about her bad attitude and how she rolled her eyes at us for asking to have the machine cleaned for my daughter. Im sorry to say but someone to be in customer service and rolls their eyes at someone when asked to do a service that is known to be done is insane. To think that i would subject my daughter and/or anyone to an allergic reaction is done right unethical and ludicrous. Summer should not be working in a field of customer service or in face with any customers. When i left after teaching this privileged little girl that thier are others in the world that arent %100 healthy she slammed the sliding glass window. I had to call the other andys in mesa to state my complaint. Kids nowadays believe they can say and do anything. They should probably stick her in the back and just dishes but she should not be let to do customer facing. Pictures are of them playing around while i already waited...

When they first opened, I absolutely love this place! I’m not sure if they still have the same store manager, but I have noticed the last month and a half or so the service is going downhill. The last three times I’ve been in my orders Have been all very chinsy on the toppings and smaller. I would order a small concrete with with toppings, and it was a decent size with a whole lot of toppings and goodness in it, and I was always very happy. The manager was generally the one at the window and he had familiar faces for his crew when he wasn’t there…. I don’t recognize anybody the last few times I’ve been in. Generally, very nice and I haven’t had a problem with the customer service portion of it. Today was the day I decided I probably won’t spend my money here anymore due to the price of the ice cream and toppings and only literally getting half of what I used to get not very long ago. Did the store get New management?? This makes me sad because this was my little treat and now it’s too expensive for what you actually get. Bummer. :( $7.50ish for a small custard and almost no Carmel or Heath bar. Second photo for reference as to what I usually...