Bruster's Real Ice Cream — Restaurant in Virginia Beach

I usually deal with the bad service in the drive-thru, or long wait rude staff etc. since my kids love it. However Saturday 9/22 was it for me. I ordered a cake on 9/20 with an anticipated pickup for Saturday the day of my son's birthday followed the 48hr requirement was told cake would be ready for pick up 9/22. Low and behold there was no cake when I arrived and to date I am waiting for a manager to call me back. I walked up to the window to advise I was there to pick up a cake the young lady asked my name and slid the window back closed. After about 10 minutes and other customers lining up I could see them scrambling in the back opening up the freezers and someone was on the phone so that was clue number one there was no cake. I left and went to my car to call and they answer and I ask were you just going to leave me standing outside without saying anything? They repeated my order to me telling me the baker didnt bake it so we were trying to figure out what happened to your cake, and looking to see if it was another one we could give you. I asked for the manager's name and number because this was UNACCEPTABLE she said the manager was her mom and that they don't give her number out but her mother was trying to locate the baker. I asked what was I supposed to do in the meantime my son's party was that day. We are waiting on the manager to see what we can do today is the 24th I've yet to receive a call. POOR POOR POOR customer service my 8 year old was devastated and he specifically requested a cake from Brewsters. I will NOT be purchasing anything else from here and I promise that. I am in the service industry, and yes I know things happen however as a manager its our responsibility to fix it not ignore it. You should also train your staff to handle issues versus close themselves off in the store and ignore myself and waiting patients I saw two separate customers drive off and one lady rang the bell asking me if they...

I love the ice cream. What I don’t love is that every time I’ve gotten ice cream for my wife, they always manage to mess it up. It’s not rocket science. All I ask for is a vanilla sundae with peanut butter syrup, bananas, whip cream, and a cherry. I think it’s the simplest order. Several times they’ve not added the bananas, other times, no syrup. Tonight I got bananas, but they put chocolate syrup instead of peanut butter syrup. The teens working this place need to wake up and start listening better. Maybe management needs to read these reviews and figure out how to make things right. The place wasn’t even busy tonight. Jeez!

Another thing I want to add is that I’ve read the response from the “owner” saying to call the store and talk to the manager…really? As many bad reviews as this store has, you expect us to call the store and speak to the manager which is also probably one of the children that work there. Seriously? They’re the ones screwing the orders up and giving people attitudes about their orders, and charging them for a larger size when they asked for the size down. I know I’m not the only one that’s read these reviews on google about how much of a circus this store is. Don’t tell us to call the store. Identify the...

Normally I don't write reviews. However when I take my 3 kids out and we run across a situation like this I am compelled. We went on a rainy day. Asked for the rainy day special. It used to be buy one come get one cone free. Now apparently it's get an extra scoop. Ordered 4 cones. For some reason they were putting 3 scoops instead of 2 and then when I asked for a cup the gentleman who was either the manager or owner (b/c he wasn't in a Brusters shirt) fussed at me for asking for cups and said I should ask for it that way when ordering and that I need to pay for the cups. He acted like he was doing me a favor for giving me extra cups. And I didn't ask for 3 scoops. We've had Bruesters in various states. We only go 3-4 times a year. It's a treat! This is the first time the icecream itself was bad. My kids have been ordering Cotton Candy Crunch since kindergarten (they're middle/high school age now) and this is the first time they've ever complained about the flavor. It was literally bitter. There was hardly any cotton candy flavoring. The pop rocks didn't pop. It's like they were stale. Funky. And instead of blue it was a green. After dropping about $20 on this, I'll not go back, and I...