Bruster's Real Ice Cream — Restaurant in Matthews

UPDATE 9/12/2016:

The manager of Bruster's contacted us about this matter. The server had made a mistake and was misinformed. The manager offered us to return for 2 free ice cream bowls with 2 different flavors. I feel like this was a better customer service experience and I have since raised Bruster's back up into a 4 star rating. Thanks Brusters's.

I don't know what is wrong with Customer Service these days.....but Bruster's almost falls in line with my last Subway experience. And that is not a good thing....

My friend and I have recently started frequenting Bruster's about twice a week this summer. We've been going for about 2 months now. That's a lot of $ spent on ice cream.

Each time we go, we get waffle bowls....with 2 scoops of Ice Cream. Both of us always get 2 different flavors in our bowls.....UNTIL TONIGHT.....when we were told No Can Do.

The chick who served us at the window told us that we were not allowed to get 2 scoops of ice cream of different flavors. I was shocked....as this is what we have requested and received this ENTIRE SUMMER. When I had explained to her that this is the first we have heard about this all summer ..... she proceeded to tell us that "well, I'm sorry,....but the other people must have been doing it wrong".

WHATEVER!

I mean c'mon.....what ice cream parlor denies it's customers the right to what ever flavors they want. None of them....this is just crazy and absurd.

So basically, I'm giving Bruster's 2 stars because the ice cream is good......but the service this time killed it for me. This kind of treatment totally takes the joy out of getting ice cream. Getting Ice Cream should be fun.

Sorry Bruster's, you lost a sale of about $16 when we walked away from the window because the person you chose to represent your business denied us the joy of ice cream that our pallets craved.

Hopefully you will contact us and get back in our good graces. Other wise....We will just go back to DQ.....where we can get it any...

Disappointing Experience at the Pickup Window

I placed an online order as suggested by the sign on the side window, which clearly stated that customers could order online and pick up at that same window. I followed the instructions, stood in front of the pickup window, and waited patiently.

I saw what looked like my order being prepared, but instead of opening the window or even acknowledging me (the only person standing there), the staff placed the order in the freezer and walked away. I assumed it must’ve been someone else’s, so I continued to wait. After another 5 minutes, I finally knocked and was greeted as if I had just arrived—despite standing there for over 10 minutes.

Sure enough, my order had been sitting in the freezer the whole time.

To make matters worse, the outdoor pickup area was infested with bugs, and I was getting eaten alive while waiting. On top of that, one female employee was club dancing in front of customers. While I’m all for fun and energy, it felt more unprofessional than entertaining in this setting.

Overall, the lack of basic communication and customer awareness, combined with the uncomfortable environment, made for a pretty frustrating experience.

Attached is a picture of our Bruster’s Blasts - a nice one inch...

I have not been here since covid hit. I was craving a ice cream today so i came to this Bruster's because i remember it used to be really good. Paula was the lady taking my order she was not friendly at all. I get the cookie craze in a sugar cone because she said she had no waffle cones left. It comes out and the ice cream is purple online its blue so i just asked because i didnt know if it was the right thing. She said it was so i said ok. This ice cream comes with dino pieces and i didnt see any so i just asked if it still comes with them and she said yes but there was not a single one. My sister got the same thing as me and hers did not have a single one either. She also had the ice cream all over the sides of the cone it was dripping everywhere and some of my ice cream also dropped. Its just unreasonable ice cream is so simply just put the dang dino pieces in there and just try to decently sccop the ice cream it doesn't have to be perfect but it also doesn't need to be...