"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."
