Andy's Frozen Custard

I was just at this location. I normally have good experiences, but not today. My son asked for 2 chocolate chip cookie sundaes. He really meant the Casanova. The Hispanic worker (she wouldn’t give me her name) kept getting the order wrong when she read it back. She abruptly walked away from the register in frustration like we were inconveniencing her and I assume she asked another Hispanic worker in a white shirt (she wouldn’t tell us her name either) to help us. That was rude. I think it’s her job to be patient and try to understand customers’
orders. The other Hispanic worker in the white shirt also could not get it right and summarize our order incorrectly. I told her for my order I want… but she thought that my son wanted the same toppings. Then a white male worker walked over looked into my suv and rolled his eyes in disgust like we did something wrong. I asked for a card or number to call and complain. She said I had to do it online. I asked for the first workers name. The second worker in white walked away came back and acted like I didn’t ask for the name. I asked her again for the name and she said she couldn’t give it to me. I asked for her name and she said she couldn’t give that to me. This was poor customer service and unlike Andy’s. I’m am here unfortunately 1-2 times per month and I know the standard. Normally worker are nice, patient and exhibit great customer service. These workers should be reminded of the standards for how to treat customers, considering not everyone knows the exact name for the chocolate chip cookie sundae. They turned a Saturday night out for custard with my son into to a negative experiences. I probably won’t go back to this location as a result.

Atmosphere: 1

Food: 2

Service: 1

Let me start by saying I’ve always loved Andy’s Custard and have visited locations in Archer, Burbank, La Grange, and the new one in Melrose. This was my first time at the Countryside location, and I was really looking forward to it. I ordered the Cookie Casanova, but I wasn’t aware there were two versions—jackhammer and a sundae. When the employee asked what size, I said I thought it only came in one size (referring to the sundae), so they rang it up. I left with my order, only to realize it wasn’t what I wanted, so I went back to confirm. It turned out I had been given the concrete version instead of the sundae. On my third trip back, I asked for it to be remade as the sundae I originally intended to order.

To be honest, the whole situation could have been avoided if the employee had taken a moment to clarify what I wanted, as it was clear there was some confusion between us about the two different items.

When I came into the store, I waited over 15 minutes at the register without being acknowledged, even though there was only one car in the drive-thru and no other customers inside. After 15 minutes, someone finally looked at me, and it took another five minutes for someone to take my order. Then, I had to wait an additional 10 minutes to receive my one item—a Cookie Casanova. All this while still dealing with the confusion over the concrete versus sundae issue.

As someone who works in the QSR industry myself, I understand how difficult and demanding it can be, especially when dealing with rude or impatient customers. That’s why I made sure to remain polite and patient throughout the entire experience. However, the general manager, Jay, gave me the worst attitude I’ve ever experienced. They were sassy, dismissive, and made the situation unnecessarily difficult for me. After a long day at work, dealing with customers and maintaining a smile no matter the circumstance, it was disheartening to be treated so poorly by someone in a leadership role.

I came in after my shift, hungry, exhausted, and just wanting to treat myself. I even had plans to go to the movies and only had 10 minutes to spare, so I chose a place I’ve always enjoyed. Unfortunately, my experience at this location has completely ruined my impression of Andy’s.

I won’t be returning to Andy’s after this. The amount of time I was ignored in the lobby, the mix-up with my order, and the disrespectful attitude from the general manager, Jay, were unacceptable. Moving forward, I’ll be going to McDonald’s instead. It’s faster, cheaper, and honestly, the service is far more pleasant.

Atmosphere: 1

Food: 1

Service: 1

Recommended dishes: Hot Fudge

Manager this evening on Lagrange in countryside was very rude. There was one car ahead of me and leaving so I drove up to the window and ordered. The gal at the window said I needed to order with the person walking to my car because they came out in the cold for my order. It was very dark and I didn’t see anyone. She said she was the manager and told me how rude I was when all I said was I just wanted to order. I didn’t deserve that treatment or appreciate her lack of customer service. Last time I will go there.

Atmosphere: 1

Food: 4

Service: 1

Skimpy scoops WOW like a spoon full what happened to the full scoops ?

Atmosphere: 4

Food: 4

Service: 4

Best dessert ever. My favourite around chicago

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Andy's BYO Concrete

Love ice cream here...

Atmosphere: 4

Food: 5

Service: 4

Recommended dishes: Andy’S Custard

Just went to get the pumpkin pie concrete as it is currently in season, and I kid you not, it was just plain vanilla custard with one piece of piece of crust! Extremely disappointing experience.

Atmosphere: 1

Food: 1

Service: 2

Me and my Best Friend stopped here today for some ice cream via drive thru and ordered the Key Lime Pie Concrete and a Regular Vanilla Cone.

Customer Service was very friendly and kind.

Standard Andy’s Ambiance.

Definitely recommend Andy’s to all for Ice Cream all year long!!

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Small Waffle Cone with Vanilla

Not nice tried to order what I had last time, short dark haired guy would not listen or try to and over charged me for something I did not want. $12 something for strawberry n oreo blizzard. I'm not going back.

Atmosphere: 3

Food: 1

Service: 1

Talk about shrink flation at its best. For almost double the price you get a 10th of an once more. Once it was an actual large now looking at the picture one is a small and one is a large. When confronting the staff, "that what is is now". At least they still give the big spoons.

Atmosphere: 1

Food: 1

Service: 1

Delicious! Many options to choose from ?

Food: 5

Service: 5

In the last two weeks I've spent over $60 in this location. Both via the drive-through. Both times when ordering cookie dough chunks to be added to my concrete there were only a few added and when I ordered the 6pack of prepackaged mini cups I ordered 2 cookie dough and there was only vanilla! Needless to say I'm very disappointed.

Parking: Small lot but most people use the drive through.

Kid-friendliness: What kid doesn't love ice cream!

Atmosphere: 3

Food: 5

Service: 1

Recommended dishes: Andy’S Custard, Andy's BYO Concrete, Butter Pecan

Always a pleasant frozen snack stop here

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Chocalate Brownie Sundae with Pecan, Hot Fudge, Pineapple Concrete Mixer, Butter Pecan

Love the ice cream

Atmosphere: 5

Food: 5

Service: 5

We went on a Sunday afternoon when they weren’t busy. What we ordered was delicious, but customer service was terrible. My kids and I walked in and stood at the counter waiting for at least 10 minutes before someone ever acknowledged us. If someone had said, “hi, we’ll be with you shortly,” I would have at least felt seen. It was like they were intentionally ignoring us. And there was only one person inside waiting before us. There were only 2 girls working, and it seemed as if they were doing all the drive through orders before the in store orders, too. Pretty frustrating. I’d say between walking in and finally getting our order, we waited 30 minutes.