Bruster's Real Ice Cream — Restaurant in Roswell

This review is about their “custom” ice cream cakes. Do NOT order one from them. Staff is unorganized and does not check cakes before giving them to you. They literally ruined my twins birthday party. The birthday girl had NO cake at all on her birthday and we threw it away. We ordered ice cream cake with cake batter ice cream and vanilla cake. No filling. They grabbed a cake that looked like the one we ordered from the outside of the cake. Sadly , we cut into it and it was pop rock ice cream with chocolate filling and chocolate cake. My Daughter is allergic to chocolate. So everyone felt so bad so we just threw it away. Of course, this all happened at her party cause we cut into it right after we sang happy birthday. It was so sad that we had no cake at a birthday party. I won’t even go into too much detail about how the two girls at the shop argued about who would write the names on the cake cause neither of them felt comfortable doing it. One finally did it and it looked like a three year old wrote. You couldn’t even read it. Very weird considering this order was placed days before I picked it up. So someone capable could of wrote on the cake. I would never of wrote a review about that but the fact they ruined a birthday party with their unorganized irresponsible employees is unacceptable. I even called and left message. Go figure nobody called back. Pretty sure the same girls deleted message. My advice….do NOT order cakes from here. Plenty of other ice cream places that...

Ordered 3 times and got told that they were out of the flavor i requested, then took 5+ minutes to make one of the 3 orders i asked for. Asked for a watermelon freeze because they were out of strawberry and recieved a lime flavor instead. I then asked for a blue raspberry freeze but was then told they were out so asked for a blue raspberry sorbert to which i was again told they were out so i asked for and orange sorbet where they also said they were out. Disclaimer: these items were all on the menu and supposed to be in stock. So i finally ask for a strawberry lemonade sorbet because that was the only sorbet flavor they had in stock. Then they came out with the sorbet but had a massive chocolate chunk between the two scoops so i requested a new one. She then brought me a new one that i accepted and took home with me. While eating it, i come across a crunchy chunk of mint chocolate chip ice cream in the middle of the two scoops of sorbet ice cream, leading me to believe that not only did they mess up my ice cream twice in a row, but they were fixing it with a dirty ice cream scooper. All of this and they also forgot to put a cookie onto a kid’s ice cream I ordered as well and specifically emphasized the cookie, I did send this back and get it corrected though. I’ve been here countless times but have not ever had a worse experience than I have had tonight. I would rate it 0 stars...

This is for the manager/owner from someone who works in the industry - obviously Bruster's is staffed by teenagers, and that's fine, but it's important to train your staff how to speak to guests when an issue comes about, which happened to me and it was handled very poorly. I placed an online order at this location and meant to do so at the location off Trickum. No biggie, totally my fault. I called to see what my options were, because I was not about to drive to Roswell. I called at 9 and they had just closed, (submitted my order at 8:30 and they did not see the ticket until I called), I explained the situation and asked if it was possible to get a refund, she said "Oh, I don't know" I said oh..ok, well what are my options? She said "I don't know"...silence. Welp. She could have passed me to a manager, if there wasn't one there, to ask for my info so we could solve the issue the next day? Literally anything else than "I don't know". I ended up calling the next day myself for the refund, the manager helped me out, but just wanted to let the situation be known so that next time something like that happens, she or whoever else can handle the situation properly, especially if it's someone who is not going to be as understanding. 5 stars because...