Bruster's Real Ice Cream — Restaurant in Bridgewater

New Bridgewater location is not off to a good start. Not only was I told that I can't pickup an online order at the drive thru, but they ignored the notes on my order for doggie sundaes, spoons and napkins. How in the world are we supposed to eat a dish of ice cream without spoons??? I appreciate your explanation. As far as the drive thru, I do have some mobility issues but it's really about not wanting to get out of the vehicle with the dogs inside, so the convenience of the drive thru is appreciated. As for the napkins and spoons, this is a recurring problem (I come every sunday for an "ice cream date" with my dogs and, because there is no way to order doggie sundaes in the app, I always put it in the comments as well as the spoons and napkins and it is often overlooked). I caught the missing doggie sundaes this time but didn't notice that there were no spoons or napkins in the bag until I got home. Just as a suggestion, you might include in the training that all to go orders should include napkins and spoons. That would take care of the issue :) If you have any way to put the doggie sundaes on the app to order online, that would be helpful too. I get that there could be opportunity for abuse so if that is the case, that's ok. Honestly I looked forward to the drive thru from the time you broke ground on the new location! So, to be told that I couldn't pick up my order at the drive thru...

Kind of hard to be excited about the new location when this is our 3rd time here in the past week and the line easily moves about 5 times slower than it ever did at the original location. We are lifelong Bruster’s customers and LOVE Bruster’s. But today, we are sorely missing the old store.

Also, the 2nd time we came, it was to pick up a mobile order. When I got to the window, our order wasn’t made yet—the employee who greeted me wasn’t the friendliest, but I understand she was a bit frantic/caught off guard and hurried to go make our order. Once we received it & got it home, we found that there was no whip cream on my PB cup sundae…that is one of my favorite parts. In this instance, I will give them the benefit of a doubt because I did get down to the store pretty quickly after placing our order since we live really close by in Beaver.

However, that doesn’t change how slowly the lines have moved the other 2 times we’ve been so far. Seems weird that you wouldn’t project more sales and staff accordingly for the first few opening weeks, but I guess that’s just me? I’m sure they will get it all figured out—but for right now the inconvenience almost isn’t worth going...

So my mom, my daughter and I went to get ice cream tonight and I got a small chocolate in a waffle bowl with m&ms on it. The waffle bowl was very stale I couldn’t even chew it so I nicely told the girl it was stale and she said “I’m not really sure what to do about it, all of our stuff is stale we make it the day before.” I said “Okay, we’ll can I just get a new one?” She said “Sure but it’s going to be stale too” I said “That’s fine” she gives me another waffle bowl and says “Do you want just a new bowl?” I said “Yea that’s fine” she said “Okay, but it’s stale too.” The new one was not stale at all and was way better the second time around. We always go to bruster’s in Bridgewater but when you’re working in customer service you should try and make the customers happy in order for...