Bruster's Real Ice Cream — Restaurant in Cumming

We have been loyal customers of Bruster's since it opened, and until recently, we have consistently received excellent service and quality. Unfortunately, the last two visits have been extremely disappointing, with tonight’s experience being absolutely unacceptable.

During our visit several weeks ago, the young employees were clearly more focused on playing around than doing their jobs. Tonight was far worse. When I pulled up to the speaker, a young man asked for my order. I gave it to him, and moments later he told me to “hold just a second” and then started taking another customer’s order at the front window while leaving me waiting—completely unprofessional and rude. When I finally asked about the delay, he could only recall one item from my order.

At the window, I was greeted by Rachel, who was kind, professional, and apologetic. She had heard the entire exchange through her headset and did her best to make things right. She informed me that the customers ahead of us had paid for our order—something we truly appreciated.

However, when I asked to speak with a manager, the situation escalated dramatically. The manager, Ella, approached the window with an aggressive and combative attitude. The first words out of her mouth were, “What’s the problem?”—delivered with hostility and a dismissive tone. As I calmly explained what had happened, she became defensive, raised her voice, and acted as though I had no right to raise a concern. She kept going on about being short-staffed and that the employee was new, none of which excuses the behavior I experienced.

After several minutes of her arguing, I finally stated that I would be contacting the owners and asked for the rest of my order. She said, “I assumed you had it all,” and walked off. Rachel later brought the missing item, again offering an apology she didn’t owe me. She handled herself with grace and professionalism, which is more than I can say for her manager.

Shockingly, Ella then returned to the window and started yelling at me, accusing me of “taking it out on Rachel,” which I absolutely had not done. At that point, I raised my voice and told her she was completely out of line. Only then did she back down and start to apologize—clearly realizing she was in the wrong.

My 13-year-old daughter was in the car and was appalled by the way this manager spoke to me. This type of behavior from someone in a leadership position is completely unacceptable. I will be reaching out to the owners and corporate office regarding this matter.

I will update pending contact with the owners...

I was so excited for this to open. I finally get to go and was so disappointed. I had asked what was in a certain flavor and she told me but with an attitude as if it was frustrating her to have to have to tell me. Then she asked what I would like. I told her I wanted a 2 scoop waffle cone and was going to tell her my flavors but she just asked if that was all. I thought, what is she putting in there so I told her my selections. Once again, was met with a little attitude. I waited for my order and when the young man handed it to me all 4 fingers immediately went into icecream. The entire side of the cone was crushed into a lot of pieces all the way down. I turned it around to show him and he asked if I wanted a cup to put it in. I said no I wanted a waffle cone and I think I need a new one. He literally sighed heavily and acted like I had asked to remake the ice cream itself. He returned with another empty cone and told me to put the one I had down inside. The nutty coconut ice cream is just vanilla ice cream with flavorless coconut shreds. Don't bother with that one. It's not the same brusters. It's cheaper products and not friendly...

Worst BrustersI've ever been to. Too many kids working behind the counter. Ordered through the drive through twice and got shafted twice. Both times was given a much smaller order that was completely wrong. Almost 20 bucks down the drain. No form of quality checks. All yall had to do was read the order. No concern from the manager only attitude. I won't be back.

UPDATE: I spoke with the owner who was extremely nice and apologetic. She assured me the staff would be restrained and asked for me to give them another chance. I went back this week and to my surprise the staff was extremely polite, professional and got my order spot on. THANK YOU Trusha!

I will...