UPDATE: I moved Bruster’s monroe from 1 to 2 stars. Today we went back to complain and get our $$ back. Guess who was there looking just as confused today as he did last night? You guessed it-Ronnie. He called his supervisor and informed us they couldn’t refund the $$ but ended up making new items. At least that’s something. Here’s hoping Ronnie and his boss will start making orders according to the Bruster’s level of quality we all love and appreciate. Initial review: I love Bruster’s especially the one near my home in Monroe GA. Imagine my shock and amazement when tonight I ordered a waffle turtle sundae and a waffle banana split and they looked like this! There were so many missing parts it was ridiculous!! We’ve had these same items before and they were incredible. As soon as I drive thru and ordered I could tell something had drastically changed at the store since the last time I was there. At the window ronnie started describing to me what I ordered and didn’t get it right. I corrected him. He took my payment and still got it wrong. The banana split was missing the strawberries fudge and the cherry on top. I think they put something other than vanilla ice cream in my order. I’m extremely disappointed with Bruster’s Monroe. I understand they’re under new management. It shows.
2021- If I could give negative stars I would. I went here (Monroe) for 2 blasts and a chocolate shake. The vanilla is the most flavorless vanilla I have ever tasted in my life. It was cold and TASTLESS (we had the rest of the family taste test in case us 3 were just in the twilight zone). Cold mush is the only thing I can compare it too. I think maybe it was watered down. I do not think it was made with real ice cream. Its not like any real vanilla ice cream I have ever tasted. The m&m's had flavor and the brownie pieces had flavor. Sadly, it only got worse from there. When I order a chocolate shake, I expect it to taste like chocolate. Ask any chocolate lover, and I am sure they will all agree. It had the same exact flavor as the flavorless vanilla blasts. I called and spoke with Ashley, honestly thinking something was just wrong with the machines. Nope, machines are good. I asked her if my chocolate shake was maybe a vanilla instead, and that's when she said "Our chocolate shakes are not made with chocolate ice cream. The are made with vanilla and we add chocolate flavor. If you want a chocolate shake made with chocolate ice cream, you have to specify that". This is a WORD FOR WORD REAL QUOTE. She never offered to let me exchange my fake chocolate shake to make me a new one. She never apologized. And worse of all, she blamed me for wanting a chocolate shake and expecting it to be made out of chocolate ice cream. 20$ for 3 drinks down the drain. Mine went straight to the garbage. No one wanted it. The teens drank theirs without enthusiasm simply because it was hot and mom spent the money. That's how gross it was. Go elsewhere if you are looking for the taste and experience. Even QUICKTRIP makes good chocolate shakes with real chocolate ice cream and milk for a fraction of the cost.
We have enjoyed Bruster’s many times in the past but had not been there for the past 6 months or so. We went tonight and it was obvious they are under new management. My wife ordered a waffle cone with turtle and white turtle. She ended up with a scoop of chocolate and a scoop of vanilla. Definitely not turtle. I ordered butter pecan and chocolate. It was handed to me by the manager. I got halfway to my car and realized two thirds of the waffle cone down the side was missing. The only thing holding the ice cream in was the napkin the manager wrapped around the cone. I took it back and explained the problem. They handed me a new empty cone and expected me to somehow get the ice cream into the new cone. I asked them to fix it and they took it back and somehow dumped the contents of the first cone into the second. The scoops were so small that they didn’t even come close to the top of the cone. Needless to say we will not be back.
You can’t deny Brusters has amazing ice cream flavors. They’re pretty much unmatched, and places like this have so much potential in the community they’re in! But……teenage employees with zero work ethic, once again, are the reason why we won’t be back. We drove 30 minutes to this location following a family celebration and everyone chose Brusters because “it’s the best” even though we passed 4 other potential ice cream places on the way. When we got there, it was only us in line behind friends from church we bumped into. There were 7 of them so it to a while to get all their ice cream made (understandably)! There were 3 of us and we were definitely there (on a Friday mind you) on time, but just waited and talked to that family while they all got served. We went right up to the window to order and were told (through a smart allecky laugh and snicker) they were closed, and I proceeded to hear the other employees laugh in the background. I have twin teenage sons (who work in customer service somewhere else besides Brusters) and I am thankful to know without a doubt, this never would have happened with them. I realize “finding good people” is hard, but it’s possible, and for a place like Brusters, it’s critical that the “face” of this type of establishment cares about the work they do and the community they serve. There is so much competition surrounding this place, and I promise you regardless of the “best ice cream flavors in town” people want to pay for the whole experience, not just an epic ice cream scoop. Especially at $5-7 bucks a cone.
RONNIE is a TERRIBLE EMPLOYEE. He not only got my order horribly wrong, he also charged me extra for things I did not order. I ordered 2 waffle bowls and he charged me for 4, but still only gave me 2. When I called to correct the issue, thinking it would be a quick fix, he then gave me the run around, never gave me my money back or a simple store credit, and left me with nothing but lost money, and ice cream I didn’t order. I’ve been going to Bruster’s for over 20 years and I’ve ever had this happen. RONNIE is giving Bruster’s, the best ice cream place I always count on, a terrible name, and ruining the brand from the inside out. Please someone do something positive about this.
