Dairy Queen Grill & Chill — Restaurant in Guelph

I placed a mobile order. Arrived at the store drive thru. I told the employee I have a mobile order and they told me they have not received it. I came all the way from my place to here. They told me they do not have a mobile order so they cannot give anything. It does not show up on ‘their’ system. Then I come up to the drive thru window and showed them my phone and mobile order. I told them I have already paid it so I’d need my money back then. They simply told me to contact corporate helpline. They took my phone inside to check it and closed the window. After a few minutes they say that they cannot do anything about it. First things first, they can see the order placed on my mobile app which said ‘today’ the time was correct and they could see the order placed and paid at their location which is Woolwich. I asked for the manager, the person said its me and when I asked for owner the person said that’d be his dad. And they would both do the same thing- telling the customers to call corporate and deal with customer service just to get money back for two blizzards lol. As DQ’s policy- customer service is priority and as any fast food chain- customer service should be priority. So if the order is not showing up at their system and they verified with my phone and app that the order was placed and paid at their location. Then they should have given me my 2 blizzards or the money back. But instead I drove off with no blizzards, and paid money for nothing. I WANT MY MONEY BACK AND I WOULD LIKE TO BE COMPENSATED. This is not a joke. Worst customer service ever. I was told if they give me the blizzard then that would be a loss for them as they can’t see the order so they won’t get any money. So the owner’s son(as told by them) are money minded and do not care about customer service at all. Whoever is reading this, please do not go to this location and waste your money, time and mood. This experience was really really disappointing. And it was my birthday offer for buy one get one free and they did this to me. Well, thanks for ruining my birthday, mood and making me go away with no ice cream plus...

I went to the drive thru for the girl to put my order through incorrectly which also charged me too much. Not only did they not offer to get me the correct item, the 3 employees working there couldn’t figure out how to refund my money I was overcharged, for an item I didn’t even order. I waited 45 mins in the drive thru with no solution and was told to just wait by the girl who took my order (no communication at all). I then parked my car, and waited another 30 mins for another employee to get a hold of the manager. The manager too couldn’t walk the now 3 employees over the phone of how to issue a simple refund as they I guess changed their system without training any of the staff on how to use it. I even said I would take a giftcard for the amount and they couldn’t figure out how to do that with the manager on the phone. Instead of simply shorting the float the $ so we could all carry on with our day, the manager’s solution was to take my phone number to call me later with a solution. I left with the incorrect order and overcharged after waiting over an hour. The next day by the evening I hadn’t heard anything, so I had to call the manager. I was offered $10 compensation on a giftcard by the manager with little of an apology let alone explanation. I remained calm throughout but just can’t believe to this day the complete lack of customer service by 4 team members. I will never go there again. One of the worst customer experiences of my life. You can tell the manager doesn’t care by the cluttered boxes left for months in the seating area. I would advise you to go to any other ice...

even when they are not busy it is terribly slow. They still are using plastic straws and the waste and damage to the environment must be horrendous but the main beef for me was ordering the $8 combo and being told at the window it was $11.50, I feel like I'm being ripped off when they charge extra for toppings and don't tell you about it, to prove the point the manager insisted on wasting my order and making me wait while they re made it without the extra charge items and no doubt the size of the sundae was half what it should be and the fry box was barely half full. Not sure how many bad reviews a place can accumulate before they close or corporate comes in to clean house but they earned it. I won't ever be back! There was a response from the owner that gave a link to let them know more about the experience however the contact us portion of that site doesn't allow for me to enter any additional information so it would appear that corporate has the same mindset as the manager I dealt with. At the store they say it is corporate policy yet the site clearly says each outlet is individually owned and managed as a franchisee so I think they would be able to modify their policy about charging extra for condiments if they weren't so greedy. I wish them will but they don't have my support when they cheap out on a mediocre experience and fail to meaninfully engage with their customers. Clearly their training failed at teaching the first rule of retail...