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

HORRIBLE customer service. I decided to go to Braums for dinner for a basic grilled chicken sandwich simply because I wanted a chocolate shake made with chocolate ice cream instead of vanilla with chocolate syrup. I specifically told the guy at the drive-thru that I wanted chocolate ice cream and no chocolate syrup. He repeated the order back to me as just a chocolate shake so I reiterated I wanted chocolate ice cream not vanilla with chocolate syrup. When I got to the window the woman working the window tried to hand me two ice cream cones and I told her no they're not mine and then she actually asked if I was sure. I had to tell her that I ordered a chicken sandwich and she handed me my chocolate shake at which point I specifically asked her if it was a chocolate shake made with chocolate ice cream not syrup. She seemed irritated with my question and she told me yes and handed it to me then after she eventually got my chicken sandwich after repeatedly squawking "Chicken! Chicken! Chicken" at the kitchen staff. When I got home I found out that my shake was a vanilla ice-cream shake with chocolate syrup... EXACTLY what I said I did not want. It wasn't even completely blended. I called and ask for the manager who turned out to be the same woman at the window that lied to my face. She told me I could come back and get a small chocolate shake for the inconvenience in the future. Seriously?! You screwed up my dinner and try to throw a small replacement shake as a consolation prize to me for your ridiculous error. I'm very displeased that the manager is the one who handed me that my shake and lied to me. Over the phone she said she did not know how it was made. I would have appreciated the truth way more then being dismissed with false information. I took two bites of the chicken sandwich and the chicken was so dry that I was having trouble swallowing it. I offered the rest of my sandwich to my mother and she took a bite and said the exact same thing that it was hard to chew and swallow because the chicken was "extremely dry." Thank you for wasting my money, my food...

I used to come to this location a lot but this past weekend I had a HORRIBLE experience. I was in the drive thru line ordering my food when the car behind me got inpatient after waiting for 30 seconds and pulled ahead of us and placed her order at the first window where you are supposed to pay AFTER placing your order. Then she pulled ahead to the 2nd window to get her ice cream. My husband and I were baffled at her complete disrespect and the fact that the dude cashier allowed her to do that and proceed! So my husband got out of the car and stood in between her car and the window where the food comes out. He told the woman that in a civilized world people wait their turn. Then he told the people at the window what happened and we expect our food before hers. They asked her to park her car off the side and I pulled forward. And of course now everyone at Braum’s is so confused because of this pathetic waste of a woman and they are messing up our order and giving us food that belonged to the line of cars behind us!! 🙄🙄all the while of this mass confusion I see a Braum’s employee deliver this woman’s sundae that she couldn’t wait 30 more seconds for! That made me livid that she still got her order before us and NOBODY at Braum’s handled the situation well or apologized. Why would they even allow someone to do that in their drive thru line?? I hope that...

I recently ordered a brownie sundae, expecting a simple treat. The ice cream was fine, but when I went for the brownie, it was completely dry and hard—far from what you’d expect. Following the instructions on the receipt, I politely went to request a replacement or refund.

The young girl who assisted me was sweet and professional, and after checking, she confirmed that the other brownies were in the same condition. Unfortunately, the situation quickly turned sour when an older man, whom I can only describe as dismissive and rude, approached. Instead of listening, he accused me of “eating and then coming for a refund,” completely ignoring the facts. His tone was condescending, and when I tried to explain, he simply shrugged me off.

Customer service is about respect and courtesy. Mistakes happen—it’s how you handle them that matters. A simple apology or acknowledgment would have gone a long way, but instead I left feeling disrespected and unwelcome. If this establishment wants to keep loyal customers, training older/elderly staff on how to handle feedback without hostility...