Nielsen's Frozen Custard — Restaurant in Millcreek

Last night we were the second to last customer and after waiting in the drive through for 30 minutes (which we expected to do on a busy Saturday night!) we finally got to order. Our order was a sundae and a concrete; nothing crazy. After ordering we were told to pull ahead and park. We then sat in our car for another 20 minutes, while we watched a closing staff of 5+ kids giggle, and high five each other over and over. The car that ordered before us had ordered 4-5 different items and got their items in a couple of minutes, it should be noted too that this customer didn’t have to pay for their order for whatever reason… we continued to wait, but then after seeing the last order of the night; the car behind us, pull up and immediately get their order we were shocked. This car that pulled up at 10:20, 20 minutes after they closed were two teenage boys who then went into the building 20 minutes after close and hung out with the staff. More goofing around ensued.

At this point we were pretty over it, and I went up to the drive through window and asked where our order was. The young girl at the window said “I’m sorry we’re closed” to which I replied “yeah I’m just trying to get my order” and they said they had deleted it…. They then said oh yeah by the way we’re out of hot fudge for your sundae… and only then after 20+ minutes of waiting and me prompting them to make our order did they START to make our order. I believe if I hadn’t gone up to ask what the hell was going on, we never would have gotten our order and wasted $15

So in total we spent 50 minutes here waiting for two items, because the staff was too busy goofing off and giving their friends free orders. They didn’t seem apologetic in the slightest for the insane delay, but eventually refunded the order. But even getting “free” custard, did NOT make up for the near hour of my life I lost waiting for these giggly teens to do their job correctly. Super disappointed, used to come here all the time as a kid, but don’t know if I’ll...

I have had MANY good experiences at the Nielsen’s establishments.

Tonight, though, I must air a grievance... The following is what transpired less than 5 minutes ago. (20 minutes, now.)

Me: Runs into establishment at 9:55pm with a SERIOUS frozen custard itch—not just any itch, though, but a Nielsen’s Frozen Custard itch (My justification for being “that guy” that comes in right before close. I was just going to get the custard and go—I promise...)

Group of six teenagers behind the counter, presumably the night shift employees: We’re closed.

Me: It’s 9:55pm.

Employees: We closed an hour ago.

Me: Google says you close at 10pm...?

Me: Looks down and sees one of them actively drawing a giant “yes” on a poster—I presume it is a response to a dance proposal.

Me: Notices one of the girls behind the counter is wearing an Eeyore costume.

Employees: We closed because we ran out of spoons... At 9pm...

Me: Looks incredulously at all six.

Employees: We already melted the ice cream down.

Me: You wha—why did you melt the ice cream down before 10pm, when you close?

Employee: Continues to color in poster. Well, we ran out of spoons!

Same Employee: Glances up from coloring project. How were we supposed to work if we don’t have spoons for people’s custard?!

Same Employee: Continues coloring on poster.

Me: You go buy more of them so you can keep selling more custard and make money. That’s the point of a business.

Six Employees: Look sheepishly down at counter.

Employee from back: We can sell you a pint...? Or what’s in the case. But, that’s all we can do.

Me: ...

Me: mentally breathes long sigh of disappointment and minor frustration.

Me: Alright... Have a good night.

Me: Returns to car and curls up into fetal position to cope with delicious frozen custard withdrawal.

Me: Pulls phone out to console self with mildly...

Lately I have been very disappointed! If there are just a couple kids they take their sweet time. I was there 2 days ago during my lunch hour. There were 2 cars ahead of me when I arrived. I was in line for 20 min and was next in line but they kept talking to the passengers in the car in front of me and I had to get back to work. So I left.. I spent my entire lunch in your drive through.

But what’s most frustrating is my order is always wrong!!! They charge me for all the ingredients I want but I don’t get what I pay for. It’s starting to upset me receiving an $8 custard when I pay $13. Several times I’ve even gotten someone else’s. I’ve confronted them and they will argue. The kids making them aren’t paying attention to what they’re supposed to be mixing especially if you’re asking for extra! Then the ones at the window just give you whatever is in front of them. Tonight there were 12-15 custards sitting at the window. The poor overwhelmed gentleman read out loud choc malted almond with double malt double almonds. Then proceeded to hand me a vanilla custard. I handed it back told him wrong one.. He then looked for a choc one and handed that to me. When I told him there wasn’t malt in it he told me yes there is a lot!! There wasn’t any malt and no extra almonds yet I paid for them, as I always do and get nothing!! Maybe you should have a system kinda like Starbucks? Get people’s names so they get the correct order.

At night there are always so many kids on the night shift. They are always laughing with all their friends/co-workers and that’s fine it’s great they enjoy their job. But they should pay attention to what they are doing. They are there to serve...