Bruster's Real Ice Cream — Restaurant in Summerville

My husband and I go to this place a couple of times a week because the ice cream is amazing, but today was a letdown. I got my usual ice cream in a waffle bowl but when I tried to break the waffle bowl up into smaller pieces, it wouldn’t break like it usually does, so I broke a piece off with my hand and put it in my mouth, but it was soft and chewy - usually it is hard and crispy (fresh). My husband had a bite of it and said immediately that it was stale, which was no denying as he was eating his waffle bowl right before tasting mine and his was fresh, crunchy and crispy. My husband went to ask for another for me, very politely, and she basically accused him of lying saying that there was no way it was stale because they make them fresh every day and insinuated we were trying to get free ice cream because I had already ate some of the ice cream. After a little more push back, she reluctantly made a new one. When she handed it to him, he told her that he was very disappointed in the way that she treated him, not being apologetic and and accusing us of lying about the waffle bowl being stale and trying to get free ice cream. My husband told her he didn’t appreciate that, and that we have money, so if we wanted more ice cream we would just buy it. She kept talking over him even while he was conveying this. She was rude and unapologetic. Maybe she was having a bad day or had something else on her mind, but its no excuse to treat paying, very regular customers, like that. We've been there about 14 times in the last 2 months since we found out they were open. On all previous visits both her and her husband were very kind and pleasant, as well as the other employees. But in the restaurant/hospitality business it only takes one bad experience to drive a customer away. My goal in writing this review is not to drive any other potential customer away, as the ice cream is amazing and the service usually is to, but more so that the owner(s) can really hear this and think about it. So that if something like that happens again in the future, maybe she’ll just accept and apologize, then make it right. That’s all most people want in a situation like that, take responsibility and make it right. Most normal people/customers understand mistakes, mess ups, etc. We understand nothing is perfect all the time. But please don’t be argumentative, accuse someone of lying, or accuse them of trying to get something for free if they’re telling you genuinely that something about the food isn’t right.

*It honestly doesn’t surprise me that you’re not taking responsibility for the way you behaved because you didn’t gladly...

I’ve been visiting Brusters since they’ve been open because after relocated from Myrtle Beach I’ve truly missed having one. Today I had my first unpleasant visit and it was due to Michelle and Teara. I ordered my ice cream and sat in my car to eat it while I was on the phone. I noticed that every few scoops I would take, there little buds that resembled some type of seeds so I went to window and asked Ja’Niyah do they have anything in the store that would resemble the seeds. She said no and called Michelle over. I asked Michelle the same thing and she asked if I wanted another one and I politely declined and said I would just prefer a refund. The issue began when she said “well it wasn’t like that when I gave it to you!” I said “ I didn’t put anything in it”. She said “well I’m not going to fight with you about it!” And I said “that was an ignorant comment to make” which indeed it was considering I never raised my voice nor was I rude. What was there to fight about??? You gave me ice cream and that had something in it and I declined a remake and said I would prefer a refund!” After getting a refund, meanwhile there was no apology, I tried to talk to Michelle about her comment but instead of taking ownership, she continued to over talk me which shows no appreciation for her patrons and a lack of respect. She refused to give me her name and so did the younger black girl, Teara who continued to smile as I asked her the lady name. Michelle when a customer has a complaint, you LISTEN, apologize, and then offer a solution. Not tell them you’re not going to fight with them when they’re not trying to fight with you. It just shows that truly at heart you are a racist who believes the stereotype that all black people are angry. You should really...

I took my daughter to Bruster’s yesterday and was looking forward to the 2 for $8 deal on small waffle cone ice creams, which has been advertised via email until September 14th. Unfortunately, this is the second time we’ve visited and the deal was not honored—we were still charged regular price. Because of this, we won’t be returning. On the positive side, the staff is quick, the ice cream is great, and the location is convenient.

*Updated Review *

Michelle from Bruster’s personally reached out, left me a thoughtful voicemail, and even added two $5 rewards to my account to make things right. Her kindness and effort are something you don’t often find these days, and because of that, I will definitely continue coming back. Thank you, Michelle, for turning my...