Bruster's Real Ice Cream — Restaurant in Chambersburg

My family and I usually love Bruster's. We understand the long lines due to understaffing that a lot of others seem to complain about. We don't mind, because we love their ice cream. It's delicious every time. BUT we just had a horrible customer experience today and I don't know if we will be back. We went through the drive thru and ordered a dino sundae for my 4 year old. They ran out of dino cookies so they asked if they could substitute with dirt topping. That was fine. We get the sundae and there was no dirt topping. My husband walks up to the window to correct it and returns with no topping as the worker said we had to pay for it. WE ALREADY DID. At this point we had a crying 4 year old and one angry Mother. I went back to the window and I got the same story until I said I was going to call the manager. The worker that was helping me went in the back and called the manager herself as she said she was not "handling the drive thru".The situation was made right, but this was 15-20 minutes of unnecessary nonsense. When I recapped my frustration with the TEAM LEAD who my Husband and I had been dealing with the entire time her response was "I had no idea was was going on. It was busy." I plan on following up with the manager this week.

A follow up: I was not given a gummy worm with my son's initial sundae as stated in the reply from the manager. We were given chocolate and sprinkles. The cookie crumble was OFFERED because you didn't have the dino cookies. I never implied that your team lead wasn't a nice person. What I am saying is that communication and customer service...

I use to love coming to Bruster’s because I’m lactose intolerant. They have a variety of non dairy flavors. I ordered two dips of Mint chocolate non dairy and two dips of Strawberry non dairy. I realized that it wasn’t non dairy. I called to make a complaint about being served the regular ice cream. The clerk/manager Jasmine Bowers refused to remake or refund my order. I went back to Bruster’s to explain in further detail and the clerk name Abby gave me such a hard time. She emphasized that I should have repeatedly said non dairy. It is not my job to constantly repeat my order several times. This was the second time my order was made incorrectly. I understand mistakes happen but I have a problem with not correcting the issue. Most importantly not coming up with a solution to satisfy...

I just had horrible customer experience at this location. When they handed us our kids icecream the flavor was wrong. They made a mistake and then said that we would have to pay for the correct flavor. They said they couldn't take the ice cream back they just handed us through the window. We said we wanted our money back which the shift supervisor did give us our money back and then proceeded to take and throw away the wrong flavor. Not sure why instead they wouldn't have corrected by giving the correct flavor and been able to keep their sale. Why argue with a customer over a children's...