Bruster's Real Ice Cream — Restaurant in Georgia

Basically, they lost our business forever over $1.50. We were under the impression that we were ordering 2 Dino Kids sundaes minus the toppings. Our kids only wanted the ice cream and the Dino cookie. We paid the the total that was requested and then when my son said he did want the sprinkles, the lady whom I assume owned this particular Bruster's said it would be another $0.29. I said never mind and then asked my husband how much the whole thing had cost. Turns out they had charged us for 2 kids' ice cream cups and a cookie which was $0.75 extra, rather than the just the price of a kid's Dino sundae. When we approached them to fix the issue and reimburse us the $1.50 over charge she said it was our fault that we ordered wrong and did not want to refund us the money. She claimed we did not order the Sundae, but a cup of ice cream and the cookie. I told her no, we had ordered the Sundae without the toppings. She then said that the kids Sundae came with less ice cream than was served in our kids' current cup of ice cream and we were charged for a kid's ice cream cup. This was cause for further argument seeing as the cup of ice cream my child was holding was not even a full scoop of ice cream. She blamed that on the new employee that had scooped the ice cream. She continued to blame me for ordering wrong. At one point she called me stupid. Finally I got to the point that I just wanted my money back as I was extremely upset by the whole situation. I handed everything back and said to please give me back my money. I did not want to support this establishment at all. Further argument ensued. At this point another employee who I suspect also owned this store came up and called us horrible customers and told her to just give us our money back. He was very smug about the whole situation basically saying they didn't need customers like us and for us to just go away. They handled this situation extremely poorly. My family will never come here again and I would strongly discourage anyone else from supporting this establishment...

Great ice cream should come with great customer service—sadly, that wasn't the case this time.

I've been a loyal customer at Brewster's on lower Roswell Rd for many years, but my experience today left me in shock. Typically, the kiddos there (Teenagers), workers are a pleasure. On my way to my son's football practice, I grabbed a (2) scoop waffle cone of butter pecan on top and cake batter on the bottom, only to find it had chocolate remnants instead in the cake batter. When I called to address it, the young (male) staff member was dismissive and implied that I was lying , and not knowing the difference between flavors. This was stated to me…“ I’m the one who scooped it so I know it’s cake batter but you can bring it back.” “Did you mean birthday cake batter?” “What do you want done?” “You can bring it back.” The blatant I really don’t care about your plans, inconvenience, dismissiveness, and the unapologetic demeanor was such a turn off from the whimsical moment of a SIMPLE ice cream cone after a long work day followed by insuring my responsibility as a parent.

I offered my name/number so I could resolve the matter tomorrow and asked for his. He became indifferent. “I’m not comfortable giving you that.” What? When I mentioned that customer service should provide either a first name, 1st initial to last name, or an employee ID number, his tune shifted.

Nate! If you work at a neighborhood-friendly ice cream shop, I encourage you to improve your communication and service skills. It's important for customers to know who they're speaking to for future reference.

I hope that you can do better...

I love brusters ice cream! My granny took me as a kid plenty of times. I wanted to introduce this to my daughter, however our experience was not that good. They young adults at night are not friendly which i dont really care for anymore. But i asked for a waffle bowl, graham icecream, oreo bits and little bit of caramel, a drizzle over the top of my icecream. She put it in a regular bowl and when i mentioned to her again i asked for a waffle bowl, she rolled her eyes, redid my order but DROWNED my icecream in caramel. The whole bottom of the waffle bowl was excessive amount of caramel, she put it on the top of the icream and on the side of the bowl. I asked for a little bit and i had more caramel than i had icecream. I wish i could just be offered a new icecream instead of being told “not remaking it twice” i was forced to either eat it...