Bruster's Real Ice Cream — Restaurant in Virginia

May 23 2025 around 7:45pm

The staff on duty were extremely RUDE.

There were 2 open windows with open signs, the yound lady walked up with us standing at the window and shut it in our faces, did not speak or anything. We moved to the next window she shut it again. Then asked us to move to the first window.

Got to the first window, the cashier closes her register we had to move yet another time. At this point I was turned off by the lack of customer consideration and service.

We decided to still place and order, 1 kids scoop and 1 small , she asked the name for the order, i told her Jacob, she asked me to spell it. Sure I complied.

The order came out and the kids scoop was 2 times the size of the small. There were 3 female employees at the window, I kindly said excuse me is this a small/ 2 scoops? 2 of the staff looked at us and pointed at the 3rd person to assist us. With a NASTY ATTITUDE, she asked is that not what you ordered? I answered no or I am not sure. She told me that's what I was charged for ( which was incorrect). She then said, I will fix it you could throw that one away as she rudely walked away. Hmmmmmmm

The replacement was so messy and dripping everywhere, at that point to prevent any retaliation I simply walked to the only place to put it was the trashcan a few steps ahead.

There was a couple behind me she even said "thats is such a mess, what a shame that she served you this mess" I smiled and walked away.

Please retrain your staff, a friendly attitude & good customer service are important & necessary. Your business may be meeting sales goals, but you are loosing...

I went today and asked for a small cake batter milk shake. I didnt realize that different locations have different flavors. The Brusters in Waldorf, MD has cake batter and apparently the Alexandria location doesn't but I wasn't told that when I asked for cake batter. Instead of saying anything, they gave me a small birthday cake milkshake. When I got it I figured they were just confused but I didn't want to bother them to change it because they were nice. I don't prefer to have to chew my milkshakes. It was full of sprinkles that I didnt want. I decided to just drink it anyway. THEN I noticed that some of the sprinkles were not sprinkles. I was getting a salty taste and and chewy texture. I pulled what I was chewing out my mouth and it looked like RICE. I said no way... I sniffed it and it literally smelled like a hibachi dinner. There was rice in my milkshake.... from a place that doesn't sell rice. Im just disgusted. I just tried to call and ask for a manager but was told the manager wasn't in. I asked when would be a better time to call and the girl on the phone said she doesn't know, try tomorrow. Im not sure what kind of place doesn't have a manager...

Ice cream quality is good and I have been here many times and several times a week. The main issue will be many times they will give you half scoop sized scoops about the size of a regular spoon. Sometimes you will get a regular scoop and sometimes you will get the mini scoop. Not sure if it is the owner pushing this method or who it is because last year we use to get consistent size scoops every time and this has only became an issue starting this winter season. Also another thing is the waffle cones/bowls use to be fresh and crispy but lately a lot of times we have received stale waffles bowls and cones that make them inedible. It has been a hit or miss lately hopefully everything goes back to how...