Braum's Ice Cream & Dairy Store — Restaurant in Granbury

First and foremost, I am a nice person. It takes a lot for me to leave a negative review. But this one needs to be done. My daughters 18th bday was this weekend. I called ahead a few days prior to let them know that we wound be coming in around 9:30 to have cake and ice cream for our group of 15-20. The male manager “Justin I believe” newer manager was very nice. Said they would be ready for us. The Saturday that we went I called ahead again and spoke to Joreen. She said oh yes ok see you soon. When we arrived immediately there was the worst customer service by this woman I have ever experienced. We got a table. Which we had to clean all five of them and there was only one other group there. Watch the video you can see my husband had to clean them himself. We All made two lines. I told them ahead I would be paying for all of it on my card. All the orders were made. Everything was going good. My son ordered for his group separately. They gave him the wrong shake. Now I know per covid that they aren’t supposed to take back an item once opened because of that. He had already opened it. Knew it was going to get thrown away so gave to his five year old son. I told them it was supposed to be strawberry. We were very nice about it. Joreen said I need that shake back. And I said “nicely” I’m not gonna take it away from a five year old when You are the one that messed up. I went ahead and paid for it for them anyway. And So she made the employee take it out of her check anyway when it wasn’t even her fault. Then our order came out. Everything was fine. All that was missing was a burger that was plain and dry. So I went up there nicely again and let them know what was missing. The cashier was really nice but once again Joreen decided to mumble under her breath rude remarks at me. No one was even in braums but us. We didn’t crawl under tables like the last group or make a mess. We were not rude or loud and we cleaned up our own mess. Only the burger was wrong. So once again she made the employee pay for it when it wasn’t even her fault. The young girl apologized and I told her it wasn’t her fault. So Joreen decides to talk rude once again and throw the burger on the tray. Mind you we could have gone anywhere else and eaten but my daughter has always done braums ice cream for her bdays. Thank you Granbury braums for ruining my daughters 18th bday and making us leave right at 10:45 when we weren’t even done and couldn’t even let her open one more present. Will...

Really bad experience today. I counted 10 people working and a mostly empty store, so it wasn't a staffing issue. When we entered, we were the only people in line for ice cream. It took 10 minutes for someone to acknowledge us. Yes, I timed it. We were debating leaving, but we decided to stay since we had to kill 20 minutes anyway before our event started. When she finally did acknowledge us, the greeting was more like we were a burden than a customer. That just can't happen in a customer service job.

This was a management issue start to finish. Of the 10 employees, one was cooking, one was taking orders for food (she took one order the entire 10 minutes we waited and then never moved from her monitor), and one was working the grocery store (he helped one customer the entire 10 minutes we waited). The other seven employees were all focused on the drive thru. One never moved from the order taking window. One never moved from the window that food goes out. (This one I still don't understand.) There wasn't a lot of food going out the window. He could have easily rotated to help the in store line. He never moved except to take food from one of the other three people and pass it out the window when food did go out. The other four people seemed focused on only making that drive thru order. I'll spot you the order was big based on what I could see on the order monitor they were working. But, when the line in the store starts forming, at least one of those people should have moved off the drive thru and started the store line. Again, the window dude never moved. He could have easily filled the spot the one person who should have taken over the counter vacated. Then both lines would have moved. (And remember that girl working the food order line? She could have moved 10 feet and covered the ice cream order line too.) A good manager would have noticed the lack of teamwork and coached up the situation. You have to be able to see the entire store and what your employees are (and aren't) doing to make it...

Well it is sad to say but I must file for a divorce. It was a good three decades but all things must come to an end. I visit my local Braum's 4 to 6 times a week for either breakfast, lunch or dinner. I also go at least twice a week for milk, produce and other products. They obviously have been short handed for some time now. Just walking in you can see this. The 3 minute wait at the food counter to get an order in. People running back and forth that work there. This week was the final straw. Not once, not twice but three times they took money out of pocket. Twice during the week I went to the drive-thru, got home and did not receive what I paid for. The third time I went inside, what appeared to be a male manager in trainee took my order. I felt sorry for him as he was having a very hard time working the register and clearly was still training with no training person there to help him. I am sure it was because they were short handed again. I don't blame him for the mistake and I do not blame the employees for this breakup. I waited for my food. It came out and had fries with it. I said I do not want fries just a burger. She took it off the tray. I said wait did you charge me for that and she stated yes. I said well can I get a refund for them. She hesitantly went to another register and started to give me the refund but something snapped. I mean mistakes were happening on a weekly basis but three times in a week, I don't think so. I was very short and said a few words. I let them keep the money and left. It was worth paying not to eat there. We can clearly see they can't keep help. Now I know Granbury is a hard place to not only find help but as well to keep them. I would think though after all this time they could find a way to do it. So long Braum's I will miss you, but I enjoy my sanity...