Andrew's Heavenly Ice, LLC — Restaurant in San Antonio

This was my second visit to this place. The items are good. Customer service, not so much. I asked if I could get 2 flavors of italian ice in one cup and was simply told "yes". Ok, great! So then I order a vanilla cone for my daughter and ask if I can have something to take it "to-go", again, was simply told "yes". Well the girl rings me up and I thought the total seemed a bit much. I looked at my receipt when she handed it to me and there were 2 additional "custom charges", next to the ice cream, for $1 and $.50. I asked the girl what they were for and she said it was for the 2 flavors and the extra cup to take the ice cream to go. I found the manager and asked him how much it costs for an extra flavor and why they did not disclose the extra fee when I asked about getting 2 flavors. He told me a different amount than was charged and then said every restaurant charges for extra cups. Which is not true bc most places that offer to-go items, offer free containers to take the items home. When asked why neither of them disclosed the additional charges when I was ordering, Both he and the girl just shrugged their shoulders and said "sorry" in a way that was like it was more of a burden to apologize, than to just admit wrong doing and make it right. I know the charges aren't much, but they should be upfront and let customers know before charging them. I asked them to put the amount back on my debit card. The girl pushed a few buttons on the touchscreen then goes to get the manager who comes over to show her what to do. Then he tells me he doesn't know how to do a partial refund. How long has this place been in business and he doesn't know how to properly issue partial debit card refurnds?! Whatever, I took a couple quarters and a handful of nickels for the refund. Well then after I walk out the door, I can see the man inside speaking to other customers about me and my complaints and laughing about it. Acting as if it was ridiculous for me to point out the fact that they should be upfront about what they are charging customers. I'm sorry if this is supposed to be a great family run business and people like their products, but their customer service is terrible and very unprofessional. This is just a testament to the low standards of service people have gotten used to. We as customers have allowed business owners to feel comfortable enough to over charge us and then act like it's our fault for having a problem with it. I'm finished with this place. Oh and forgot to mention the fact that the guy who brings my order, hands me an unwrapped waffle cone with his bare hands. No napkin around the cone, no gloves on his hands, nothing. I had him remake it. That's...

I have been a reliable customer since Andrew's was across the street. Usually have pleasant experiences. On the night of August 31, went with family and order Watermelon ice flavored drink and banana split. Employee wasn't too friendly but service did not take long so got my order and left. Bill was $8 or so and just asked for $10 back from $20. When I got home my banana split was vanilla ice cream some whip and sprays of chocolate fudge on top. Not at all what was on picture menu. I called today to politely ask for management and discuss my encounter. Woman who answered claimed she worked for an outside service and wouldn't give her name and although she said in her own words works for the company wouldn't give companies name she represents either. She continued to talk over me when I as the customer should be allowed to speak my experience. I always try to give local establishments my hard earned money but this experience as well as woman who was completely unprofessional who answered the call will make me not want to continue my business at Andrew's. For me to write this is quite hurtful because Andrew's was the first place my family and I went too upon moving to the area and have been very loyal since but will consider...

The first visit here, my boyfriend and I had wanted to get some Italian Ices, and we decided to try the funnel cake as well. The funnel cakes that my boyfriend likes are well done, for lack of a better term, basically if it has any softer dough that’s cooked but not browned, it’s not very appetizing to him. On the other end of the funnel cake lover spectrum is where I sit, since I appreciate the distinctive difference in texture of the crunchy brown parts and the soft fluffy doughy middle of the funnel cake. We both enjoy them with no toppings since we both agreed it makes the cake to soggy. The waitress/ counter worker was more than willing to accommodate our polar difference in how long they need to be in the oil. They came out huge, sizzling, and delicious, they were quite big as well. Now perhaps I’m a bit biased, having the opportunity to enjoy Italian ices from where I spent my adolescent years in Staten Island New York, we had really really really good Italian Ices out there. So I was a bit disappointed with the cotton candy Italian ice, but for what they have available in San Antonio for Italian ice it was still a...