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

I don’t know what’s up with the crew that was working tonight but service was absolute trash! The girl taking the orders through the drive thru sounded as if me ordering was getting on her nerves. Then the guy at the window was literally on his elbows with his head out the window and before I could even fully pull up and stop he was already blurting out my total. Wow! No “how are you doing today?”, no “hi, did you order the #?”. No nothing! Then he handed me my ice cream bag and my Sundae looked like it was just put in the bag and the top was just dropped in it was not snapped on and closed. My double scoop in a cup was put in the bag with no top and laying on top of my sundae on its side. When I ask him if I could have a top for it, his response was “oh”. Then he handed me my second double scoop in cup with 2 tops just sitting on top then said “here’s 2 tops”. Right after that tried handing me 3 drinks with no cup holder with the same response, “oh” when I asked for one. Was there no training for tonight’s crew or what?!!!! The fries were almost burnt and my daughter found a piece of something in her burger. See below…. I won’t be visiting this Braum’s again!

Ok I tried to give Braum’s another chance and again something was in my ice cream. I thought after the reopen service got better and a little faster, no problems. Well there was a time I visited and 2 of my children and myself got cookies and cream ice cream. We all had these chunks of pasty pieces in our cookies and cream so we threw it away. Visited a few more times and avoided the cookies and cream. Well on today 12/29/23 I picked up a meal for my daughter and ice cream for the both of us and what do I get. Something in my cookies and cream ice cream! THAT’S IT I’M DONE FOR SURE GOOD BYE BRAUMS!!! I uploaded...

I'll start by saying I am a fan of Braums food, desserts, and market! However, I'm disappointed to share that this specific location needs much improvement in customer service. I've visited this location several times in the early evening time so I've had a reasonable sample period to base my review on. The biggest issue at this location is that the majority of the staff doesn't speak, and I mean literally didn't speak until they had to state the total due for the order placed (dining in). I also witnessed a customer walking up to the pickup counter to confirm if that order was #X however noone, I repeat, no one assisted or responded to him while noticing he was at the counter seeking assistance to ensure he wasnt taking someone else's order. I have to recognize there was a young gentleman checking out at the market and he was indeed polite and attentive kudos sorry I didn't catch his name for recognition. Beaums management please address this issue by fostering a positive environment and train and explain to your staff the importance of customer service which is the main part of their role. I understand some folks just see it as a "job" and if that's the case they need to be placed in a non-customer facing role. I hope this review triggers positive changes because as I said, I'm a fan of Braums offerings and would like to have visiting it be a...

Update 9-19-2025 So I went back on today and got the same order. This Braums has redeemed itself! Manager is awesome, staff was helpful, good was hot and fresh, and nothing wrong with my food or drink. 💯

I'm a patient and forgiving person. I enjoy the coke and fries at Braums . However on this visit. My hubby grabbed a bag of burgers with cheese. And a large coke. He gets home. 4 burgers (confirmed he did not eat one) 2 have no cheese and a large DISGUSTING DIET COKE. I go there for a coke, not a artificial aspartame soda. Each time, we either get parked (nearly always) the wrong items or missing food. And if they park us, they put the fries in a sack and by the time we get the ok there food ... They are cold and nasty. I guess I say all this to say, I've called, no one answers. I was very ill today and my hubby was trying to surprise me. Now I look ungrateful because the 17-18 manager who is usually working is careless. There's a Braums on Broadway in Garland. They can have my business, y'all can't get things right and I'm just done. Probably overreacting a little but when he brought me what I thought was a coke, now I can't drink it. I look like the bad guy. Thanks and I hope y'all get off like 4 minutes after the fireworks are...