Andy's Frozen Custard — Restaurant in Tyler

Took my kids (11,7,&2) on the square to stroll through the vendors and to support a friend. It was SO hot so we decided to pop into Andy’s for some frozen custard. Now, this was my first experience at this establishment, but we have visited the one further down Broadway many times. I’m usually a very good tipper, I don’t mind giving employees the benefit of the doubt, but I’m just going to be as honest as possible with this review as I have with every review I give. To set the scene: I was very overstimulated and it was obvious because as I stated I was with my children and it was really hot. There were two other customers sitting enjoying their custard as I ordered so there wasn’t a long line. It was steady but not overwhelming. I ordered a small vanilla in a cup, a small chocolate in a cup, and then I asked for two kids lemon bar custard and a strawberry shortcake. Rebeca then informed me that the lemon bar could only be ordered in the small, medium, or large. I remembered as soon as she told me so I had no issues with that. So, she made our order. I went to sit away from the counter to give space to the two gentlemen that entered and let them order. I was very courteous and excused myself as I rolled by with my wagon. (As I said we came to the square to stroll in high temps so I made sure my baby girl was comfortable so as some might see this as an inconvenience to bring into a custard shop, that had more than enough room, it was convenient for me as I am outnumbered with 3 kids) She called to have the order picked up from the counter fairly quickly so I sent my oldest up to get his and his brothers orders. He quickly informed me that he did not ask for the strawana and that he wanted the strawberry shortcake. So I went to the counter to let Rebeca know it was supposed to be a strawberry shortcake. She then told me that it only came in small, medium, and large. So I said it was fine and I would pay the extra if she didn’t mind remaking it. Then she again said okay but it won’t come in the kids and I said that’s fine. She then walked away and STOMPED her foot. As I was walking away from the counter… to blow my nose into a baby wipe… she said, “ma’am do you want your small cups?” I replied softly with , “yes just one moment” and she proceeded to yell at me, “MA’AM…DO YOU WANT YOUR SMALL CUPS?”. Now, she didn’t scream, but she DID raise her voice in volume and added sass. So I turned to look at her and as calmly as possible I used my mom voice and said, “yes, just one moment”. This girl couldn’t have been older than 18 or 19. So I don’t expect her to understand how I was feeling at the moment, but I was doing my best to keep my patience. At this point, I was really proud of my kids because they were being really well behaved…had they been rowdy…idk how well my patience would have survived. I digress. I grabbed my wallet and I went to pick up the small cups. Realizing she was only getting more frustrated with every ingredient she added to my son’s custard. So I went to put the small cups down, came back to get my son’s strawberry shortcake and she had an attitude all up until I asked for her name. Then I just said, “thank you”. At that moment I think she realized I wasn’t asking her name so that I could compliment her customer service. She then proceeded to tell me she wasn’t going to charge me extra for the correction. I was pleased, but I didn’t tip. I then took it upon myself to walk back out into the heat with my babies instead of finishing our custard in the cool establishment, because I rather we eat outside in the shade, than stay in a place where I didn’t feel welcome with my babies. The custard was amazing, as always. But it gets two stars for the way we were treated. To top it all off, when we sat down to eat, I found a crack in the side of my cup and it was leaking as it was quickly melting. This was my experience. I hope...

Edit: changed to 5 stars because the last few times I’ve been drug here my wife and I have gotten the best customer service ever. 03/25 woman behind the counter fulfilled my boys dream of an ice cream cone. Thank you kind lady.

I’ve gone here about a dozen times and my wife and kid have gone way more than that. She swears it is better than the one on Broadway. The issue I have, and this goes for pretty much most of the town, is that when the guy works, he will handle money and then make your ice cream. It seems like the others, mostly been female I guess when I walk in there, will put on gloves or wash their hands. I don’t eat anything with my hands without washing them and so it makes it impossible for...

Terrible, passive aggressive, rude, bad attitude and demeanor. Throws my cup on the counter. Lady manager tonight was terrible. Instead of providing me with good customer service and getting my order correct she tells over to guy charge him for that. I don't mind paying for it it's just the way she went about it. She could have said and explained to me rather than being so crude which meant I got crude in return. Of course these folks work together and have social capital so ai look like the villain when I simply want to enjoy it the way I like it. She acts like I am inconveniences her by having my ice...