Andy's Frozen Custard — Restaurant in Grapevine

Barrett, a young assistant manager for this Andy's Frozen Custard in Grapevine, delivered on exceptional customer service that every customer appreciates. In fact, every business owner and CEO would love. We've been enjoying Andy's for years and a member of their loyalty program. In fact, we rated this Andy's for five stars. But today when we arrived home with our Double Double Malt with Hot Fudge and Obey Gooey Concrete Pecans, they weren't up to par. So I called, explained the problems. Barrett said he appreciated knowing about it, apologized, and acted immediately to resolve the problem, and did even more.

When I speak on the subject of brands to MBA students and to senior leadership at companies, I remind them that a brand is really a series of stories customer tell about a product or service. Some positive, some negative. When the customer is disappointed and the manager resolves the issue, the so-called "service recovery" deepens brand loyalty. Call Barrett a "brand ambassador." He's a valuable asset.

How does that happen? I asked Barrett. He said corporate training. The focus on product quality, customer service and community involvement. Sounds like clever PR, perhaps. But this fellow delivered on the brand promise, erasing a brand disappointment.

PREVIOUS REVIEW

Staff is great. Welcoming us every time with a smile. The frozen custard comes in a wide variety of flavors. My favorite is vanilla custard with hot chocolate and chocolate chips in a shake thick enough to eat with a spoon. Even though the product is custard, it tastes as good as ice cream. Drive through...

Okay so I absolutely LOVE Andy's - LOVE them. The custard is amazing and they offer so many toppings and types of ice cream, it's just so yummy! Up until a month ago they would have gotten 5 stars but I was recently diagnosed with an autoimmune disease and have to be gluten free. I read online Andy's vanilla and chocolate was GF, but just remind them to use a different scoop etc. So when I visited I did just that: confirmed they were GF, asked them if they would use a clean surface and spoon etc... I was so excited! My fave custard is GF... until it wasn't. I am not sure if they did not change the spoon, surface, or what BUT within 10 minutes of eating I began to get neck and shoulder pain, which in turn lead to a migraine, MY symptoms of gluten exposure. Ugh. Totally bummed! This specific incident happened at the Grapevine location. My sister who is also GF has eaten at the NRH location and never had a reaction. I plan on trying them too and if it's just me I will definitely update because they can't control it. However if it is them, I just caution those who have dietary restrictions to make sure they are actually doing what is...

Andy's Frozen Custard is hands down my favorite spot for a sweet treat in Haslet! Every visit is a pure delight, and they consistently deliver on quality and flavor. The custard is incredibly rich and creamy, a significant step above regular ice cream. It's always served at the perfect temperature, making each bite truly satisfying. My go-to is usually a concrete, and I love how fresh their mix-ins are. Whether it's the fresh fruit or the decadent candy pieces, everything is blended perfectly throughout. Their seasonal specials are always a must-try, too, offering exciting new flavors to explore. Beyond the delicious treats, the service at this location is consistently friendly and efficient. Even when there's a line, they move quickly without making you feel rushed. It's the perfect place for a family outing, a quick pick-me-up, or a late-night craving. If you're looking for an exceptional frozen dessert experience, Andy's is an...