Andy's Frozen Custard — Restaurant in Matthews

I grew up on gooey butter cake and was so excited to see Andy's is doing a gooey butter cake special. Unfortunately, we have no Andy's near us in SW Charlotte, so we made the trek to the Matthew's location to give them a try for the first time.

I was going to get two pints to go. The guy working rang me up, but then thought to go look. Nope, they were out, he said they had not made any last night. He offered a concrete instead. So I said okay after inquiring the difference - definitely helped in explaining.

He told me it was $17 and some change. I thought that was really high when I paid, but then I see him bringing out two concretes. I guess he assumed I wanted two because I wanted two pints. I should have inquired when he told me the price, so I took both after he had made them. Just a miscommunication and understanding on our parts.

I get home and see I'm actually charged $21 and some change. As I see the menu now, I was charged the right amount for what I got. What likely happened was that he rang in the pints, told me that amount, but then realized he needed to change it to concretes without telling me. I'm fine with paying the right price, I just want to be told about it as it comes across as deceiving when I see being charged a different amount - no receipt was given or offered.

Last issue - only one person working. He was helping me at the walk-up while also working to help the drive-through at the same time. So it was very slow going even though he was working as hard as he could, making you feel bad for the guy.

The concrete was great, and I wish I could have had it in pints as advertised, but improvements could be made to make experiences better to...

I come here often. So often we've made a rule to only come monthly now.

However, about 1 in 3 times something goes wrong. And when it does, it's bad.

someone so new that they didn't know how to add my check in so I could redeem my points that were going to expire before I'd be back adding so much mint at one time that I could not eat the ice cream because it actually felt like it was burning; never ordered anything with mint again despite loving it until that point giving me the wrong order questioning me about my order (aside from the mint, it's been the same since they opened) from time to time when they mess it up (yes, I get hot fudge in my milkshake, don't think I said the wrong thing and change it to a concrete) putting in chocolate sauce instead of chocolate custard like specified being unable to locate buttons on the order tablet so being told I can't get something... That I've ordered since they'd opened

... And more. And sometimes you just want ice cream when you've had a shit day, only for one in three times for it to make the day worse. That's not really on them, but it's flavoring for my review.

Why do we keep coming back? Because my order is the only one in the family that gets messed up. And the other two times are amazing. And the rest of the family always gets a perfect,...

It can’t possibly take this long to scoop ice cream for 20 people. I’m writing this while sitting in the drive thru line and it’s been nearly 30 minutes. There were maybe a dozen cars in line wrapped around the building and a crowd of about 15 teens at the window. I guess Andy’s is making every ounce of custard from scratch by hand because I can’t fathom how it can possibly take this long.

The thing keeping me here is that the product is 👏🏻 SO 👏🏻 GOOD! And the employees are usually friendly and warm. Tonight they seem stressed and worn out, yet were still kind.

This is the second time I’ve waited 15+ mins at this place and honestly might be my last until they can figure out how to staff up properly and speed this drudge along.

PS Done writing this review, which took an additional 10 minutes, and I’m still 2 cars away from the window. So we’re pushing 40 minutes here.

PPS I saw 4 people working, 2 of which I assume are managers and one poor kid running around trying his best to keep up with orders and looking frazzled.

Management: I know profits for precious shareholders are king in our late stage capitalism era but if you appropriately staff up you can actually handle more customers per hour and make MORE money. Give it a try before you run off all your business with absurd wait times for a...