Bruster's Real Ice Cream

My family and I usually love Bruster's. We understand the long lines due to understaffing that a lot of others seem to complain about. We don't mind, because we love their ice cream. It's delicious every time. BUT we just had a horrible customer experience today and I don't know if we will be back. We went through the drive thru and ordered a dino sundae for my 4 year old. They ran out of dino cookies so they asked if they could substitute with dirt topping. That was fine. We get the sundae and there was no dirt topping. My husband walks up to the window to correct it and returns with no topping as the worker said we had to pay for it. WE ALREADY DID. At this point we had a crying 4 year old and one angry Mother. I went back to the window and I got the same story until I said I was going to call the manager. The worker that was helping me went in the back and called the manager herself as she said she was not "handling the drive thru".The situation was made right, but this was 15-20 minutes of unnecessary nonsense. When I recapped my frustration with the TEAM LEAD who my Husband and I had been dealing with the entire time her response was "I had no idea was was going on. It was busy." I plan on following up with the manager this week. A follow up: I was not given a gummy worm with my son's initial sundae as stated in the reply from the manager. We were given chocolate and sprinkles. The cookie crumble was OFFERED because you didn't have the dino cookies. I never implied that your team lead wasn't a nice person. What I am saying is that communication and customer service was sub par.

Came here Sunday night to order. Stood in line behind one couple who got their food. Stood and waited ten minutes before I was told "oh we're closed, we can't serve you." Apparently,( after waiting ten minutes), I came at 9:01. Horrible service, won't be getting business from me and I will be sure to let everybody know about their poor service.