Andy's Frozen Custard — Restaurant in Glen Ellyn

I love Andy’a and I come here very often. My family and I decided we wanted to grab some for Memorial Day and when we got there it was a bit hectic, but nothing we didn’t expect. When I got to the window the young gentleman working, undercharged my card. He came back to tell me he needs to re-swipe my card for the correct amount. I asked couldn’t he just charge the other half? But he insisted it would be refunded, and he had to charge the whole amount. So He proceeded to charge my card a 2nd time, and handed our custards. I asked him once before we left, how long does it take for it to be refunded and he said “oh like 24 hrs or so”. Well… I’m still waiting. And I personally don’t think he knew how to refund me. I paid for someone else, then was recharged for my own order, and it was all done in such a rush because there was a line. I understand what it feels like to be stressed and have long lines (I myself have worked in retail) but at the end of the day, people work for their $ and there is no reason to charge someone and lie that they will be refunded. I get accidents happen, but he should have had someone help him. Double charging and me having to pay for someone else is not ok, nor was it my fault. But I took his word that it would be refunded, and it hasn’t. I haven’t been there since, which sucks because we used to go there one or...

Please get a new window cashier! Opening week was fantastic. Window cashier was great, she knew the menu and offered up excellent customer service to all. Made the wait worth the while. Then......it's gone downhill from there. I visited again on Friday 4-19-19 at 2:05pm. There is a teenager running the window that could care less how to treat customers or how what the difference between almonds and pecans are. I witnessed two vehicles in front of me leave because of her. It's a shame because Andy's is yummy. Please get her some training. I ordered a vanilla concrete with Oreos and Almonds. What I received was a vanilla concrete with invisible Oreos and Almonds. I pointed it out to her and the response was terrible. As if it's my fault they didn't get it right. She then takes my concrete mixer and returns it with pecans on top. Hmmm...I believe pecans are not almonds. I don't understand how this type of behavior is acceptable! Please get her some training or find someone else who wants to be there, someone who will appreciate...

Very frustrating experience (usually not the case when we come here). I ordered two pick 6 boxes to go and they only gave me 9 out of the 12 custards. That’s $36 of custard and they left 3 half pints out. I had to wait at the counter outside for 5 minutes (after taking 5 minutes in the drive-thru for them to understand my order in the first place) to get the other 3 (of which I had to take each one out and try to remember what I ordered - ending up forgetting one flavor). They were unapologetic and didn’t do anything additional to make it right. Typically a manager would address this situation, but they stayed back. For a company that charges what they do, you would think their service and ability to make things right would be much better. Disappointing experience to say the least.

** Update: I called and spoke with the manager. She was very apologetic and offered to make up for it next time we come to Andy’s. I appreciate her taking responsibility and doing what was needed to make...