Andy's Frozen Custard — Restaurant in Lyons Township

Let me start by saying I’ve always loved Andy’s Custard and have visited locations in Archer, Burbank, La Grange, and the new one in Melrose. This was my first time at the Countryside location, and I was really looking forward to it. I ordered the Cookie Casanova, but I wasn’t aware there were two versions—jackhammer and a sundae. When the employee asked what size, I said I thought it only came in one size (referring to the sundae), so they rang it up. I left with my order, only to realize it wasn’t what I wanted, so I went back to confirm. It turned out I had been given the concrete version instead of the sundae. On my third trip back, I asked for it to be remade as the sundae I originally intended to order.

To be honest, the whole situation could have been avoided if the employee had taken a moment to clarify what I wanted, as it was clear there was some confusion between us about the two different items.

When I came into the store, I waited over 15 minutes at the register without being acknowledged, even though there was only one car in the drive-thru and no other customers inside. After 15 minutes, someone finally looked at me, and it took another five minutes for someone to take my order. Then, I had to wait an additional 10 minutes to receive my one item—a Cookie Casanova. All this while still dealing with the confusion over the concrete versus sundae issue.

As someone who works in the QSR industry myself, I understand how difficult and demanding it can be, especially when dealing with rude or impatient customers. That’s why I made sure to remain polite and patient throughout the entire experience. However, the general manager, Jay, gave me the worst attitude I’ve ever experienced. They were sassy, dismissive, and made the situation unnecessarily difficult for me. After a long day at work, dealing with customers and maintaining a smile no matter the circumstance, it was disheartening to be treated so poorly by someone in a leadership role.

I came in after my shift, hungry, exhausted, and just wanting to treat myself. I even had plans to go to the movies and only had 10 minutes to spare, so I chose a place I’ve always enjoyed. Unfortunately, my experience at this location has completely ruined my impression of Andy’s.

I won’t be returning to Andy’s after this. The amount of time I was ignored in the lobby, the mix-up with my order, and the disrespectful attitude from the general manager, Jay, were unacceptable. Moving forward, I’ll be going to McDonald’s instead. It’s faster, cheaper, and honestly, the service is far...

I was just at this location. I normally have good experiences, but not today. My son asked for 2 chocolate chip cookie sundaes. He really meant the Casanova. The Hispanic worker (she wouldn’t give me her name) kept getting the order wrong when she read it back. She abruptly walked away from the register in frustration like we were inconveniencing her and I assume she asked another Hispanic worker in a white shirt (she wouldn’t tell us her name either) to help us. That was rude. I think it’s her job to be patient and try to understand customers’ orders. The other Hispanic worker in the white shirt also could not get it right and summarize our order incorrectly. I told her for my order I want… but she thought that my son wanted the same toppings. Then a white male worker walked over looked into my suv and rolled his eyes in disgust like we did something wrong. I asked for a card or number to call and complain. She said I had to do it online. I asked for the first workers name. The second worker in white walked away came back and acted like I didn’t ask for the name. I asked her again for the name and she said she couldn’t give it to me. I asked for her name and she said she couldn’t give that to me. This was poor customer service and unlike Andy’s. I’m am here unfortunately 1-2 times per month and I know the standard. Normally worker are nice, patient and exhibit great customer service. These workers should be reminded of the standards for how to treat customers, considering not everyone knows the exact name for the chocolate chip cookie sundae. They turned a Saturday night out for custard with my son into to a negative experiences. I probably won’t go back to this location...

Not worth the wait.

I stopped in for a couple custard bars and fully expected a crowd given that the day was sunny and warm; perfect weather for a cold treat. I waited in the drive through and a staff member came out to ask for my order. I asked what custard bars they had and she said they had all of them. I ordered two bars, one chocolate and one coffee, and a bag to keep said bars cold. 15 minutes later, I get to the window where I'm informed that they are out of chocolate and asked if I would like to substitute another kind. I say no, that I'll just take the coffee bar, and the employee behind the register runs off to get a manager; it seems that this employee was not trained on how to edit an order. The manager comes over, edits the order, and the employee tells me my total. I hand over my credit card and the employee asks if I'd like a receipt. Given the effort required to edit my order, I say that I would like a receipt. Again the employee runs off to find the manager. The manager comes back over and I'm informed me that their receipt machine broken but assures me that I was only charged for 1 custard bar. I get my one bar, but no bag. Given how long the transaction had already taken and the number of people waiting behind me, I didn't even bother asking; they were probably out of bags anyway.

Needless to say I will be watching my credit card statement and NOT returning to this location...