Bruster's Real Ice Cream

★☆☆☆☆
  • 5314 Five Forks Trickum Rd SW

    Lilburn, GA 30047

    Map & Directions
  • 770-923-7645

About Bruster's Real Ice Cream

Food

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Having been to this location a few times, I've noticed that the quality has gone down over the months and years. This one has become particularly annoying that it's run by 15 year-old's who, like many of their generation, don't understand that I'm the customer and it's people like me that are the reason they have a business. This a franchise that rarely has an adult present to act as an authority to employ logic when something arises beyond their limited "three-ring binder" knowledge. A recent encounter went something like this:

Customer (me): "I'd like a strawberry sundae, with strawberry ice cream."
Ice cream dispenser: "What's that?"
Customer: "Um, that's a sundae with strawberry topping and whipped cream. You do have strawberry topping, right?"
Ice cream dispenser: "Yeah"

A short time later, the young man brings back a scoop of ice cream, some strawberry topping, whipped cream, and a cherry on top (not rocket surgery I would think).

Ice cream dispenser: "That'll be $4.75."
Customer: "But, your sign says that sundae's are $3.67"
Ice cream dispenser: "This is a special sundae."
Customer: "It's just strawberries."
Ice cream dispenser: "Yeah, but you told me how to make it. So it's a special sundae."
Customer: "What's special about it? It's got a scoop of ice cream, topping , and whipped cream?
Ice cream dispenser: "Someone told me that if you hafta tell me how to make it, it's special. Special sundaes, like the Turtle Fudge Sundae, and Peanut Butter Cup Sundae, are special. Hot fudge sundae's are regular"
Customer: "Yes, but this is like a hot fudge sundae, but with strawberries."
Ice cream dispenser: "No, this is a special sundae."
Customer: "But your sign says nothing about it being special (no where on the sign does it say strawberry sundaes are regular or special)."
Ice cream dispenser: "We'll it's special, 'cause you told me how to make it."
Customer: "How about you give me my money back, and we'll call it a night."

He was ready to be rid of me by that point. I'm sure in his mind he felt vindicated that he stood his ground and went with what was told to him. Without logic, however, he lost a sale and the business of a previously satisfied customer permanently.

0
★☆☆☆☆

Having been to this location a few times, I've noticed that the quality has gone down over the months and years. This one has become particularly annoying that it's run by 15 year-old's who, like many of their generation, don't understand that I'm the customer and it's people like me that are the reason they have a business. This a franchise that rarely has an adult present to act as an authority to employ logic when something arises beyond their limited "three-ring binder" knowledge. A recent encounter went something like this:

Customer (me): "I'd like a strawberry sundae, with strawberry ice cream."
Ice cream dispenser: "What's that?"
Customer: "Um, that's a sundae with strawberry topping and whipped cream. You do have strawberry topping, right?"
Ice cream dispenser: "Yeah"

A short time later, the young man brings back a scoop of ice cream, some strawberry topping, whipped cream, and a cherry on top (not rocket surgery I would think).

Ice cream dispenser: "That'll be $4.75."
Customer: "But, your sign says that sundae's are $3.67"
Ice cream dispenser: "This is a special sundae."
Customer: "It's just strawberries."
Ice cream dispenser: "Yeah, but you told me how to make it. So it's a special sundae."
Customer: "What's special about it? It's got a scoop of ice cream, topping , and whipped cream?
Ice cream dispenser: "Someone told me that if you hafta tell me how to make it, it's special. Special sundaes, like the Turtle Fudge Sundae, and Peanut Butter Cup Sundae, are special. Hot fudge sundae's are regular"
Customer: "Yes, but this is like a hot fudge sundae, but with strawberries."
Ice cream dispenser: "No, this is a special sundae."
Customer: "But your sign says nothing about it being special (no where on the sign does it say strawberry sundaes are regular or special)."
Ice cream dispenser: "We'll it's special, 'cause you told me how to make it."
Customer: "How about you give me my money back, and we'll call it a night."

He was ready to be rid of me by that point. I'm sure in his mind he felt vindicated that he stood his ground and went with what was told to him. Without logic, however, he lost a sale and the business of a previously satisfied customer permanently.

Pros: Sometimes open

Cons: Expensive, poorly trained staff, poor customer service

 

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