Bruster's Real Ice Cream — Restaurant in Georgetown

Rude and Defensive Customer Service

I typically don’t write reviews unless my experience is either exceptionally good or extremely bad. Unfortunately, in this case, it was the latter. I debated whether to post this and even gave it a few days, but ultimately felt it was necessary to share due to the unnecessarily rude and defensive customer service I experienced.

I visited Bruster’s for the first—and likely only—time as part of a birthday celebration. I ordered two quarts of the same flavor of ice cream. The young woman who took my order was polite and helpful, and everything initially seemed fine. As she was preparing the ice cream, a man (possibly the owner or manager) approached her, speaking in an animated tone. He then came to the window and informed me that he couldn’t sell me two quarts of the same flavor.

His explanation was vague and confusing (please refer to the attached videos for context). I was caught off guard and tried to recall if I had missed any posted policy limiting how much of one flavor could be purchased. I hadn’t seen any such sign, and the employee had already begun filling my order—indicating either it’s not an actual policy or she hadn’t been trained on it.

When I asked for clarification, his tone quickly turned defensive and dismissive. At one point, he said, “It doesn’t matter,” and interrupted me mid-sentence. He continued by saying that he hand-makes the ice cream and needed it for the weekend. Several of his remarks stood out, including:

“I don’t like to give out large chunks” (despite offering half-gallon sizes), and

“I’m gearing up for the weekend and I have to have it.”

The entire exchange left me with the impression that he simply didn’t want to fulfill my order. As an Asian American, I couldn’t help but wonder if that played a role in the abrupt and dismissive treatment I received. My non-Asian family member—whom the ice cream was for—was equally surprised and mentioned she’s previously purchased multiple quarts and even half gallons of the same flavor from this location without issue. I also checked Bruster’s website afterward and found no mention of limits on order sizes or quantities.

To provide full transparency, I’ve attached the video of the interaction. Due to upload limits, it’s split into three parts, but it clearly captures the tone, wording, and manner in which the situation was handled.

As for the ice cream itself—it was okay. Nothing memorable, but not bad. Unfortunately, the customer service completely soured what should have been a simple, celebratory experience.

Response to reply If it is true that your store no longer offers half gallons or 2-quart sizes of the same flavor, I have several concerns:

1: Is there no signage stating this?

2: Does your menu still list and price them?

3: Are there window ads showing those sizes?

4: Do your store and corporate websites still show them available?

5: Did the employee at the window know nothing about this policy?

I am someone who values grace, and I considered that perhaps the interaction I had was due to a bad day. That’s why I waited a few days before leaving my initial review. However, even if that were the case, it does not excuse the tone or attitude that was directed at me.

As a fellow business owner, I understand the challenges that come with customer service. But if I or any member of my staff had behaved the way you did, I would have been embarrassed. The defensiveness and dismissiveness I experienced is what prompted my review — not simply the issue with the product.

If your store has implemented a different policy from what is advertised, it is your responsibility to clearly communicate that. Outdated promotional materials should be removed or updated to reflect current offerings, and your staff should be properly informed of these policies to avoid confusion.

Lastly, I have contacted the franchisor regarding this experience to better understand whether franchisees are permitted to deviate from corporate policies.

I hope this feedback is taken in the constructive manner...

Last week, I took my granddaughter for a Dino Sundae, her favorite. I was informed, when we drove up to the window that they were out of the Dino cookies. I was not charged less for the item, so I asked the cashier if I could at least have a coupon for the next purchase. He agreed, and handed me a $2 off coupon. I didn't look at the coupon, as I assumed it was just a general $2 off. However, today I went through again only to realize that a. they still didn't have any dino cookies, and b. the coupon was for $1 off of two separate items that we never order. When I explained to the cashier what had happened last week, and that I hoped to use the coupon anyway, she quickly called over someone that I assume was the manager. He asked if I had a receipt, which I did not, and then very rudely exclaimed that he wouldn't honor the coupon. When I told him that this would be our last visit to the store, he simply said "okay" in a very curt manner. After receiving part of my overpriced order, I asked the female cashier for his name (Ben). He then came to the window with the remainder of my order, and began with, "So let me get this straight" in ,still, a very rude tone. I stopped him before he could even finish. To whom I assume to be new owner of this establishment, I was a very regular customer of the old owners, but I will never return. If Ben is your choice of manager you might consider getting him some customer service training, or even reconsider the choice all together. He will drive more good customers away! That is a guarantee! Definitely not the Dino cookie that disappointed, but horrible customer service and interaction. FYI coupon was not buy one get one free...

Ok... so it wasn't terrible, but it needs work to get two more stars. We (four people) were passing through Georgetown from out of town. We decided to swing through Georgetown off the interstate to get ice cream. Looked busy in the drive thru, 4 cars but how busy could that be. 30 minutes. What on earth takes that long. We placed our order. Butter pecan was on the menu but the girl said "We don't have that." Ok? We finally got to the window and there were two girls working. It took 7 minutes to get 3 waffle cones and a shake. There were cars stacking behind us. There was no sense of urgency in the girls. They took there time and stopped to chat and just didn't get in any hurry. Oh and after 5 minutes they told us they were out of banana ice cream so the one milk shake would need to be something else. So 7 minutes later we exit the drive through with correct orders and they look delicious.... then we found the waffle cones were overdone and hard to chew. Ugh. So I am happy to revisit and correct my score, but last...