Bruster's Real Ice Cream — Restaurant in Georgia

Having been to this location a few times, I've noticed that the quality has gone down over the months and years. This one has become particularly annoying that it's run be 15 year-old's who, like many of their generation, don't understand that I'm the customer and it's people like me that are the reason they have a business. This a franchise that rarely has an adult present to act as an authority to employ logic when something arises beyond their limited "three-ring binder" knowledge. A recent encounter went something like this:

Customer (me): "I'd like a strawberry sundae, with strawberry ice cream." Ice cream dispenser: "What's that?" Customer: "Um, that's a sundae with strawberry topping and whipped cream. You do have strawberry topping, right?" Ice cream dispenser: "Yeah"

A short time later, the young man brings back a scoop of ice cream, some strawberry topping, whipped cream, and a cherry on top (not rocket surgery I would think).

Ice cream dispenser: "That'll be $4.75." Customer: "But, your sign says that sundae's are $3.67" Ice cream dispenser: "This is a special sundae." Customer: "It's just strawberries." Ice cream dispenser: "Yeah, but you told me how to make it. So it's a special sundae." Customer: "What's special about it? It's got a scoop of ice cream, topping , and whipped cream? Ice cream dispenser: "Someone told me that if you hafta tell me how to make it, it's special. Special sundaes, like the Turtle Fudge Sundae, and Peanut Butter Cup Sundae, are special. Hot fudge sundae's are regular" Customer: "Yes, but this is like a hot fudge sundae, but with strawberries." Ice cream dispenser: "No, this is a special sundae." Customer: "But your sign says nothing about it being special (no where on the sign does it say strawberry sundaes are regular or special)." Ice cream dispenser: "We'll it's special, 'cause you told me how to make it." Customer: "How about you give me my money back, and we'll call it a night."

He was ready to be rid of me by that point. I'm sure in his mind he felt vindicated that he stood his ground and went with what was told to him. Without logic, however, he lost a sale and the business of a previously satisfied customer...

I have revised a 5 star review to 2 stars due to the past few experiences at this location. The ice cream is hit or miss on being hardened properly (this has been an issue for several months and only at this location). The past experience two weeks ago was the final straw for this family of 5. We went through the drive-thru and the ice cream was dripping when it was handed to us. At first we were going to let it go but when we tried to eat it (while driving through the rest of the drive-thru area), it was way too soft to even consume. Why the person scooping it let it even go out that way is beyond me. You can tell while scooping if ice cream is too soft to serve. We didn't even leave the parking lot and took the cones back up to the front to see if there was a different flavor that was harder. The manager on duty was argumentative with my husband stating that that is how all the ice cream is and refused to be accommodating. She even gave him the excuse of, "it's hot outside." Mind you, this was a mild 85 degree day and it was 9 in evening at this point. I guess they don't have proper freezers/refrigeration... Even the people around us were in disbelief with how this female handled the situation. We got our money back at that point and drove out of our way to Dairy Queen. Many of our celebrations were here because we live right around the corner and our kids love the ice cream, but we will not be returning due to poor management and continued issues with the ice cream...

So....I’ve been living in Lilburn since 2000, and have been going to this Bruster’s since. They’re ice cream is amazing and I went out of my way for some today. They were busy but gave the worst customer service I have ever experienced :-(

I stood at the window for 7min straight and not a single person even said “hello” or “ it’ll be just a moment” nothing. Everyone working walked in front of me atleast once, the manager chick literally sat in front of me speaking to another employee and did not even make eye contact or any effort to assist me or give a timeframe. Eventually i just had to leave since everyone there refused to acknowledge...