Bruster's Real Ice Cream — Restaurant in Oakbrook Terrace

The ice cream is great. This review is on the employees and customer service. The owners Erum and Ameer are rarely on site Friday and Saturday night. This is the busiest time of the week. I feel there needs to be leadership present in order for the business to run smooth.

I've been going to this location for more than 6 months. The customer service is trash. It always has been. It's a bunch of high school kids on their phones, checking Instagram and tik tok. It takes a minimum of 30 minutes just to do your order at the drive-thru and that's when nobody is even there. Look at all the reviews on how long it takes to get your order. It's because the kids are inside and they don't care about the public or about the customers. That's how kids are today. And that's why businesses like this are failing miserably. Erum and Ameer need to be on site every single day from opening to close zero exceptions. If you guys don't want this location anymore, I'll buy it from you. I'll make it a success.

The employees don't welcome and greet you when you are at the speaker. When you pull around to pay. They never ask if you're a rewards member or if you would like to get something else. Upsell is 90% of the game folks. I spend quite a bit of money there so I always have rewards. I wait to see if they address this but they never do.

I would leave the tip but since they don't care about the customer, why should I care about the employee?

Ownership needs to be Hands-On 7 days a week. You can't just own a business and only show up when you feel like you want to be there. Your business is going to fail miserably in the winter time. If you don't get a grip on this real quick.

There are too many options in Villa Park, Oakbrook Terrace and Lombard. When people find out that the rewards program is not being publicized, people are going to get pissed.

My suggestion, ownership needs to be there 7 days a week. Accountability needs to be addressed. Training, sanitation and hygiene need to be reintroduced to every employee on site.

Do better. Because this review...

I could completely blast Brusters and give 1 star but since I see they are actually reading and responding to comments - I won’t. I was excited to try them since they just opened. I ordered a banana split and was not offered the opportunity to pick and choose the different ice creams or toppings. Worse yet, I had NO bananas in my BANANA split. I could have gone back, but decided against it since it was late, and i was tired. With all that said, the staff was super nice and even offered our golden retriever in the car a “puppy sundae”. The gentleman at the window did confirm that I could have had my banana split custom made, but again, i just didnt want to wait or hold up other customers. I know they just opened and their “scoopers” are learning. Hopefully things will be better if/when i give them another chance.

REVISED I’ve edited my rating and made it 5 stars. I returned and the staff recognized their mistake and made everything better. I got to choose my ice creams and toppings and it was arguably the next banana split I ever had. Super friendly and respectful staff and they took care of our dog as well. We will...

I wanted to share some concerns regarding my recent visit. While the add-ins were fine, I was not impressed with the staff’s hygiene practices.

One young lady played with her hair putting it in a ponytail right before preparing an order and, unfortunately, did not wash her hands afterward. I found this extremely unsanitary and brought it to the attention of the shift manager. He offered to remake the order, but at that point, I was already uncomfortable knowing that anything she had touched was likely contaminated.

I asked for a refund instead. The manager seemed confused by the request, and although he insisted that the young lady had washed her hands, I never saw her do so.

This experience left me very disappointed, and I hope this issue is addressed so others don’t encounter the...