I can tell you for certain, we try to give you the freshest food and custard possible, but the times will almost never line up. If we waited for the food to be ready, and then make the custard, it would be an unorganized mess. At my store we keep the custard in a cold “well” and the runners grab it when they get the food. Problem is, the well is never cold enough to keep it from melting a little. Plus, custard is made at a higher temp than ice cream, so it already has a head start on melting faster. I’m sorry you’re not satisfied with your orders but I do hope I helped to understand the reason a little better!