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

I went to this Braum's today and ordered a double dipped sundae in the drive thru totaling $4.10, I pull ahead to the next window to get my sundae and there is a roach sitting on top of my strawberries dead. I had to make sure I was seeing correctly, so I took the lid off and see that this bug in fact does have antennas. I get someone's attention and tell her that it has a bug on it and I would like my money back, she says oh...pull in a parking spot and I'll remake it. Not what I wanted nor what I said, so I park and go inside. She hands me another sundae and I advise her that I wanted my money back as I have now lost my appetite. She says oh, goes in the back and take over 6 mins to come back. I'm on a 30 min lunch break so I don't have time for this. I ask another worker to please go get someone else because I just need my $4 back so that I can leave. The shift manager comes to the register after now me being in this store way too long. She hands me $3.45, I tell her that I paid $4.10 and explained how I just needed $4 back and again that I am rushing so that I can get back to work. There was an older lady there whom the shift manager gets to speak with me. They ask if I have a receipt and continuously explain that It's only $3.45 that I'm owed. I tell them that I handed the lady a $10 bill and a dime, she gave me $6 back. The older lady says well yes 4+6 would be $10. Maam don't insult me when you obviously just aren't accounting for the tax that this sundae has on it because it's $3.45 on the menu with no tax added. At this point she finally just hands me the $4 still explaining that I'm "wrong". No apology that there was a bug in my food and no accountability on arguing with me about change. The service was poor, the restaurant was not clean, and there was no way that a bug should have made it to me because I immediately seen it, why...

Worst experience of my life! We normally love Braum’s food and ice cream. We go to the Centennial location all the time and it’s always been a good experience even late at night.

This location was very different. My family and I ordered and paid for our food at 10:28 pm, got our food about 10:40 pm. I didn’t eat my food hot so that I could order ice cream. I specifically asked an employee behind the counter if I could still get ice cream and have time to eat it because I knew they closed soon. She said yes and they started making our sundaes. Nothing was packaged to go and there was no indication that we needed to leave to eat our ice cream. (I wouldn’t have come there if I thought that.) While I paid out at 10:48 pm, a new person appeared, Laquoya, and yelled rudely over a microphone “We’re closed, leave out the side door”. I thought surely she meant after eating the $55 worth of food that we just ordered. I sat down and took the first bite of my food. She came back maybe 6-8 minutes later and yelled at us again, at which time my husband went to talk to her and get lids and things to take our food togo. While he talked to her, she then accused us of “refusing to leave” and CALLED THE COPS at 11:01, only 13 minutes after paying out. I got upset and told her we weren’t refusing to leave we were paying customers and were just trying to eat the food we purchased a few minutes ago. I asked for my receipt and bags. She wouldn’t give me my receipt and ignored my request for a bag, another employee had to get it for me. All of this in front of my small children. Terrible experience! Horribly rude and unprofessional asking someone to leave when they just got their food. Surely this isn’t how Braum’s trains their managers to...

My fiance and I just left this Braum's maybe 20 minutes ago. We ordered a single dip strawberry shortcake sundae and some other ice cream items for the kids. We went through the drive thru. They handed the items to us, and as we were passing them around the car, I went to take a bite out of the cake part, and it's completely frozen. The spoon wouldn't go into it at all, and you could even hear the ice chipping noise/sharp thud when the spoon would hit the cake.

We told the Hispanic lady who gave us our ice cream immediately, and then a dark black lady with dreads came up to the window and said with an attitude, "How is it frozen? We don't even freeze them."

Obviously, there is no way for us to know how the cake became frozen. We just know that it is. So, we show her how the spoon literally will not go through any part of the cake. They take it back and then come back, and the black lady says it is from the strawberry filling and just keeps repeating that they don't freeze the cake... I asked her if they could just make another one. She gives it back to the Hispanic and tells her to remake it, then slams the drive thru window shut... Unfortunately, I did not see a nametag on the black lady.

A man named Tre came back with the remake and was really nice about it. The rudeness of the black lady had already spoiled the thrill of a small treat for me, though... She should've offered to remake it and not ask us how it got messed up, and she definitely should not have had an attitude about it.

Edit: Her name is LaKeisha. My complaint is really about her poor customer service. A simple, "I'm sorry that happened, let me make you another one" would've...