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

I decided to try this for breakfast because their menu looked interesting. I walked in for a to-go order and there was no line and only 1 group of people in the restaurant at a table. The cashier had no idea what I was trying to order and I had to point to the menu that had a picture of it, even after that she still needed another employee to come help her ring it up (which still ended up incorrect). After getting the receipt I let them know one item was incorrect but the same price and the manager came and said she'd make sure they put the right item in the order. She took the receipt and never brought it back, but after 25 minutes asked if I was number 78 because they had an unfulfilled order still. It took almost 30 minutes to get my food, all while there were at least 4 employees (that I could see) that were basically standing around the front counter doing very little unless someone came in to order. On top of the wait, my order was missing the hashbrowns I had ordered. They promptly got the hashbrowns however, when I got home I opened the food to find that my "Big country breakfast with gravy" had no gravy and the burrito ordered without onions (which I heard the manager ask one of the kitchen employees if the burrito with no onions for 78 was ready) had onions.

Overall this was a very aggravating experience, and I will not return to this location because the management and training is so poor. I will spend the extra time to drive further to other breakfast fast food...

I ordered a single scoop Sunday. However, it was packed too full and leaking a little. I knew the minute I took the lid off, it would be a huge mess. I asked an employee for an EMPTY larger cup/container to transfer my ice cream into to prevent a mess. This employee (who happened to be the asst manager) said “we charge for another cup.” I was shocked because 1) I was not the Braum’s employee who overfilled my ice cream Sunday 2) This situation was not my fault 3) Why would you charge a customer for something that was not her fault. My husband ended up paying 86 cents for a larger container for me to transfer my overfilled ice cream Sunday. While paying, the assistant manager says,” yeah I need to tell the kids not to overfill .” (By kids, I assume she meant the teenage staff) I felt like I was in the twilight zone because her statement defies the logic of charging me for an empty larger cup/container. Make it make sense?! The ice cream was great, but only 2 stars because your assistant manager lacks common sense and has poor customer service skills. I would like to reiterate this isn’t about a mere 86 cents. It’s the principle of charging a customer for something that wasn’t her fault. I could understand if I asked for extra toppings, but I legitimately asked for an empty slightly larger plastic cup/container to transfer my overfilled single scoop ice cream Sunday because an employee overfilled it. Thus, it...

I usually have a great experience at this location, but unfortunately, my recent visit was disappointing. I ordered a strawberry shortcake, only to discover it was missing the actual shortcake. I returned to the drive-thru and explained the issue, and was asked to pull up to the second window. The staff took back the item! Which is something I believed wasn’t allowed due to food safety regulations; but that’s beside the point.

When I was given a replacement, it was clear they had not remade the dessert properly. Instead, it looked like they simply added the missing shortcake to the original item and hastily reapplied the ice cream and toppings. The result was a messy, dripping dessert that was not acceptable, especially for eating in a vehicle. I politely asked if they could remake it entirely to avoid a mess.

My request was met with visible frustration. I was asked to pull forward and wait, and when the corrected order was brought out, the employees appeared annoyed and showed no empathy or professionalism.

Customer service should remain courteous and respectful, especially when a guest addresses an issue calmly and respectfully. This experience was disappointing, and I hope the team at this location is reminded of the importance of delivering not only quality food but also...