Bruster's Real Ice Cream Webster Ny — Restaurant in Maryland

This is the first review I have had to write. Ordered online and said give the place up to 45 mins depending on business. I walk up after 20 mins not understand that means they won’t start it and employee tells me 15 more. That’s fine they are busy, it’s a Saturday. When I come back the line is longer, whatever, again im not upset at this point. No one says anything to me I just wait. It’s now a complete hour after I’ve placed my order.

Where I get upset is I watch 3/5 employees make their own ice cream and eat in the corner while im still waiting for mine and im the last one standing and no ones making ice cream. I’m trying to wave someone down and nothing.

As writing this, on 3 occasions I was alone in this place. Watching more than half the staff either talk or eat ice cream and I’m still waiting on mine. 1 hour and 10 minutes after the order and 20 mins of standing outside I finally got someone and they said they were just NOW putting the order together. I’ve seen multiple people, families even, show up after me receiving bigger orders and no explanation as to why. What’s the point in saying 45 minute max, and placing an order ahead if it won’t be ready. After all this time, an order placed at 8:21, at 9:38 they come to me and start TAKING MY ORDER.

I’m sure everyone else is having a great time seeing as so many got their orders and it could be an off day but my experience tonight was not great. After 1 hour and 24 mins, I get my order. The explanation? Someone said they had it…...

Glows: The staff is pleasant and efficient with my orders. Special thank you for the non dairy options that are not nut based. AMAZING

Lows: (Updated 1/13/24): I placed an online order at 6:44 PM and it was estimated to be ready at 7:04 PM. I arrived at 7:10 PM, waited to be acknowledged 6mins and watched two employees help two customers who were waiting in line. One arrived at the same time as me and another one after my arrival. I had to knock on the window to be acknowledged. I was told my order was not prepared and would be completed after the ladies who ordered at the window. I waited in 40 degree weather for an additional 18mins to receive my order. The individuals who ordered at the window received their orders first. In my opinion this negates the need to order ahead and I recommend online ordering be turned off.

I would like to think this was just a bad night for staff. Unfortunately, this has consistently happened at least twice before. I do not recommend ordering ahead and expecting...

Management, why is this location not ensuring the health and safety of guests? I was there today, and there were around 9 people present standing and waiting for ice cream and in line without masks on. Not only is this a huge safety risk for your employee, but this is a huge risk to customers. The only notice you have on the front window is to stand 6feet apart. We’re in a PANDEMIC — people are dying from this virus. This is unacceptable. There was one man who literally sneezed, a woman yawning, a boy talking with no mask, and kids running around coughing and their parents did not have on a mask either. This is disgusting and you should be ashamed. I have to mention that barely ppl were standing 6ft. You all need stickers on the ground to show where 6ft is and signs to say a mask is needed. I will never come back here. This is unacceptable in every way to your employee (since there is only one employee taking orders and getting orders), and...