Braum's Ice Cream & Dairy Store — Restaurant in North Richland Hills

We were treated very rudely on Friday 7/18 around 8:25pm, specifically by a short Hispanic woman with brown hair in a bun, and glasses. (I suspect she was a manager.) We inquired as to the gluten status of several ice creams due to a member of our party having celiac. The girl at the counter did not know the answer, and directed her question to the woman described above. When asked if pecans pralines and cream is gluten free, she made a skeptical face and gave a terse “no ma’am,” so we then inquired, “is the butter pecan gluten free?” “Uhhh, no.” “Which of your ice creams is gluten free?” “None of our ice creams are gluten free.” We told them we had eaten there before and been told certain flavor(s) were GF. We went to check the label of ingredients on their gallon ice creams, so that our party could eat safely. When we returned to the counter, there was another tall male employee laughing hysterically at something he heard over headset and several other employees that seemed to be in on some joke. As a matter of fact, after checking ingredients, we found that the pecan pralines and cream likely is gluten free, but lacks the certification.

Food safety and allergy safety is not a joke, and being gluten free is not a diet. My loved one will get very sick if they have gluten, and the woman with the glasses seemed to find that highly inconvenient and be completely surprised at being asked information about ingredients or allergens that the products she works with EVERY DAY contain. She could have kindly told us the first time that the ice creams aren’t gluten free instead of burying the lead, or she could have exhibited ANY form of customer service. She had a short black girl shadowing her that was also snickering and tossing us weird looks. I suspect they walked to the back and mocked us via headset, setting off the reaction I witnessed. Either that, or someone’s order of a bag of burgers must have been highly hilarious.

This was the worst customer service I’ve ever received at this location, and this woman is ignorant and should be ashamed of herself for being a MANAGER and being SO POORLY educated about the product...

😞 This experience was very uncomfortable. My family & I ordered ice cream from this location. My partner ordered his first & the lady didn't understand him the first time. He had to repeat his self. Cool! I ordered something next. The male worker acted like he had no clue what I was talking about. It was just a single scoop strawberry shortcake sundae. He asked me where was it??!!! I was so confused & so was my partner & niece. I said it's just a strawberry shortcake sundae. He's like ooohhhh! Like huh?? Then while I'm trying to repeat myself someone else tried asking what I needed 😞😞😞 like who do I speak to??! Lastly, we're waiting on the terrible sundae which wasn't strawberries. It was covered in bitter cherries. My niece did say it taste weird but I thought she was tripping until.I tried it towards the end. Like what were you listening to? Get your staff together at...

Came thru the drive thru ordered and the girl who took my order got it wrong the first time so we repeated it two more times after that. It should have been a red flag but we proceeded to pay. At the payment window had them repeat the order again gave us a completely different order we got it fixed yet again and paid and moved forward to get the food. Got the order and came home, got home the crispy chicken sandwich was some pimento chicken sandwich and both fries were small (paid for large). Called the store the manager said she couldn’t find my order of course they didn’t give a receipt. She asked another person while I was on the phone if they had the order and she said yes but it was a #2 and something else. She came back and said again she couldn’t find it but that this one time she would do it. To add insult to injury the food I did get was like warm. I’ll stick...