Bruster's Real Ice Cream — Restaurant in Virginia

Normally, I have a good experience at Brusters. The atmosphere, the smiles, how nice people are and its over all fun with its exciting flavors.

Oh boy. This time left me at the cusp of "i can go to another location or just go get a pint of ice cream at the store." This was truly inappropriate from the staff.

We show up at about 8:55 pm. There were two cars in front of us, the guy took the order no problem.

I get to the front of the line at 9:02 and the girl legit grilled me about how they closed at 9 and the kid by the back of the store tried to get my attention.

Said kid legit was wearing an all black hoodie and looked like someone sneaking a smoke break. No indicator of him being an employee WHAT so ever.

If me being there so close to closing was an issue, they needed to close the line at 8:50. The kid on the drive thru needed to let me know that it was that close to closing.

But there was also a large group of people at the playground and on their patio still. So it sounds a bit like we were singled out a little bit for some reason.

My final point.

Part of our order was a mess and we got charged extra for waaaay more then we ordered.

I asked for a hot fudge sundae with whip cream and sprinkles.

Why was i given and charged for a brownie sundae when I didn't want a brownie sundae? I just wanted a few scoops of ice cream with the extra toppings. The brownie is massive and I never finish it.

Drive thru boy was nice, super sweet when taking the order.

Girl at the register needs some extra training. You never talk that way to customers and if they were in line before closing you never EVER address that fact. Never with.

"In the future, we close at 9 and our guy tried to get your attention" when said guy was even in unidentified black clothing in the darkest part of the parking lot next to the dumpster looking like he was smoking.

You just let it go and make sure the line is closed at the right time and serve people who were in line as it's customer service and...

If I could give no stars at all, I would. The owner of this location is a BIG ZERO in customer relations, and I am not exaggerating when I state that. Today May, 3, 2017, I went to buy an ice cream for myself while I was driving around in hot weather and no ac working in my vehicle!! I bought a double dip waffle cone...the scoop size has been shrinking lately, but that was the least of the problem . When the young man gave me my cone, I noticed the cone was cracked in two places at the top and very unstable. Afraid it would all fall out and melt into my lap, I requested a second cone to slip under to hold the original cone in place. One would have thought I asked for all the cones, that way I was treated by the owner. She was extremely rude, unpleasant and very condescending. She claimed that when it was given it to me (how did she know that since she did not hand it to me?) it was not cracked..implying that I did, then proceeded to tell me that I would need to pay for a second cone or get a free cup ( I was driving...cup was not gonna work). Told her I frequent this store many times in a month and never had this issue rise before (but she had not been there then), and was shocked that she was being so rude to a loyal customer...she continued with her rudeness and refused to give a refund...then asked if I wanted a cone or cup? ...several times. Told her I will not be paying extra and that I wanted a cone. She gave it to me and slammed the window in my face! Shameless behavior on her part and not even a word of apology. Needless to say, like many others who have written here, I will not be going back. Will make a trip to Gelato Celesti in the Stony Point Shopping Centre on Huguenot and give them all my and my family's and friends' business. Go here at your own peril, you might just get a cone thrown in your face one of these days. If this older blonde woman waits on you, run like hell and take your money elsewhere!! Really,...

If I could leave no stars I would. When I came here, I informed a Caucasian Older employee lady with shoulder length blonde hair that it was my first time visiting Brusters. The older lady acted like she did not want to help me nor my friend. I am not sure if it’s because of the color of our skin? But she did not treat me like the customer she should have done. Horrible customer service. When she handed my friend & I ice cream, we seen a piece of hair in my friend’s ice cream. We let the employee lady know that there was a piece of hair in her ice cream, the lady looked at the ice cream like she wanted to take out the piece of hair & give us the ice cream back. So we told her we need a remake. She made a new one with an attitude & handed it to us with a look without saying a word. Later on when I got back home, as I’m eating my ice cream I found a piece of blonde hair in the bottom of my cup of my ice cream TOO. I WILL NOT BE RETURNING TO THIS PLACE AGAIN. If I have to pay $5-$6 for ice cream with hair in it? You will not be seeing me eating here again. HUGE waist of time & money. Worse...