Bruster's Real Ice Cream — Restaurant in Georgia

Bruster's of Athens completely ruined my birthday cake and outright refused to remedy the situation.

My boyfriend ordered a chocolate cake with a peanut butter gooey layer and a graham central station and a chocolate raspberry truffle ice cream. What we received was entirely different. We cut into the cake and realized it was a vanilla cake with a fudge gooey layer, and Oreo ice cream. Even worse, my name was spelled incorrectly on the order, despite my boyfriend going over the spelling with your employee multiple times over the phone. This was for a special event, and your mistake ruined our evening.

The next day, we called to get the situation remedied and decided a gift card for future use of getting the correct cake was the best course of action. We were under the assumption that it would be for the entirety of the original price, $35. When my boyfriend went to pick up the gift card, we found out it was only for $20.

When we brought the mistake to the attention of the owner, Andrew Rowe, he was extremely rude and unhelpful. He insisted that we could have brought the order back at 9 o'clock at night, but why should we have to bring it back just to be thrown away? Your employee clearly couldn't follow directions, and it is not our responsibility to fix your mistake. It is your responsibility to provide us with what we paid for.

Furthermore, when we asked about a refund, Mr. Rowe was extremely unhelpful. When I asked why he would have offered us a gift card, but not be transparent with us originally and tell us how much it was for, he kept continually insisting that my boyfriend should have asked how much the gift card would be for. This is ridiculous. If you offer someone a gift card, you should tell them how much it is for. It's not our responsibility to ask.

The owner also admitted that he was happy to give rewards points instead of a refund because that would have meant giving us even less than the gift card. This is incredibly dishonest and unethical. We trusted your business to provide us with a quality product and service, and instead, we were met with incompetence and rudeness.

To make matters worse, the owner kept attempting to avoid the logic of my questions and trying to make us feel like we were in the wrong. He was extremely condescending, kept asking the same things over and over again, and had no logical arguments. We are currently talking to customer service from the Bruster’s franchise and hope to get more help from them rather than the illogical and condescending treatment we have gotten from Mr. Rowe.

In conclusion, we are extremely disappointed with Bruster's Ice Cream and its owner, Andrew Rowe. We have been loyal patrons since we were children, but your incompetence and rudeness have lost our almost weekly business, as well as the business of all of the people we go with. Everyone we told about the situation couldn't believe it was possible to mess up this badly. We urge you to take responsibility for your mistake and provide us with a full refund for the order you failed to deliver.

*Edit: I am glad to see that corporate was able to get in touch with you, Mr. Rowe. Since we did not get to have nor eat our cake, we will be by to receive the rest of the refund. I appreciate your reassessment of the situation especially considering you insisted we would not be receiving the...

I ordered a birthday cone cake for my son. When we got there to pick it up the cake was decorated wrong. They said no problem and offered to fix it. While we were waiting we saw the sign that said “PJ day” free waffle cone. My son was wearing his pjs, and asked for the free cone. He was denied because the older lady working there said they weren’t pjs. He was wearing his sweats which he does sleep in. The lady was rude and brought over the owner. He was just as rude and had terrible customer service. He then offered my son a free cone because of the cake incident. I said you mean because he has his pjs on. I think he knew my son had his pjs on but was trying to stand behind his rude employee. We politely declined. Meanwhile the ladies in line next to us were wearing leggings and got their free cones. The owner should have apologized for making the wrong cake and gave my son a free cone for pj day since he was wearing his pjs. We are a family of 5 and will NOT be returning. Terrible customer service from the owner and one of the older ladies working there. The younger girls were very nice. Not to mention by the time I got the correct cake it still wasn’t correct. If you look up a cone cake it has sprinkles. They gave me a plain cake and I had to go buy sprinkles and decorate it myself. Super disappoint with...

So yesterday I went to Bruster's in oconee connector in Athens Georgia and I pull up I look at what I want to get at the first like little menu will you just look at the names of the ice cream and then I pull up to the second one and a guy says how may I help you and I said I would like the banana pudding two scoops so after that nobody never came back so I pulled up to the window and this little gay guy with orange hair and tie dye shirt come up did anybody help you I said yes back there but they never came back so that's why I pulled up to the window and he was like usually we ordered back there not at the window talking to me like I am dumb I am not dumb he said something and didn't say anything this is not the first time I've had issues with them at the window at one time a week before last I went there and some little blonde girl she got my ice cream but it's sat there for everyone was melted by the time I got up to the window and then she's going to ask me do I want to tip why would I want to tip dairy Queen doesn't tip you you don't tip the people at dairy Queen to pick up ice cream like I'm driving through a drive-thru window why would I tip you does that make any sense but now I will not be coming there again because each time it's a rude little young person...