Dairy Queen Grill & Chill — Restaurant in Hamilton

As a family we like DQ very much. Ordered ice cream cakes several times they are fantastic and the staff can decorate them amazingly. It is a regular stop for dessert or a treat at least 2x a week. 99% of the time our order is the same 3 blizzards and 1 milkshake. No problem or complaints with the blizzards fantastic. The only problem we have is with the milkshake order. For 48 years I've been ordering a lime milkshake. Growing up in the west end and visiting the former DQ across from West Dale high-school or the store in Dundas it was never an issue perfectly done every time. Now living on the mountain it is a near next to impossible order to fill at either the Fennel and Upper Sherman store or the Upper Ottawa and stone church store. Simply it is a vanilla milkshake with lemon lime flavoring from the mister misty or artic rush mixed in with No ice crystals. Also had my milkshake made no problems at the Main and Ottawa store, Lottridge and Barton store and the Aldershot store. As the proprietor of the Aldershot store told me it takes 6 to 8 pumps of the lemon lime mixture to get the perfect blend depending on the person pumping it. I have to admit he knew exactly what to make without me having to explain how to make it. And it tasted exactly the way I remembered when I ordered it while I was growing up. It is so tasty and thirst quenching especially on a hot day. I even had several ladies with their children in line behind me say that it sounded so refreshing on several different occasions and ask if it was tasty- yes- and said they would like to try it. I have graciously let some people taste it and to their surprise they said it was really good and would be willing to order it . At one time the milkshake flavors were vast but now they have been cut down to 5 or six flavors obviously as a cost cutting measure but seriously a lime milkshake is too simple to make and doesn't require anything extra than what is already on the counter to make it. 6 to 8 pumps- too few pumps .and it tastes like a vanilla milkshake that had been mixed with whatever was last made with the blender and wasn't washed. So seriously have your staff be open minded and not tell me that they don't have my request and train them to make a perfect lime shake. Maybe even make some together and all have a taste so you can appreciate the taste of such a simple concoction. It is time tested and true because I learned to love it by tasting my father's order when I was a young boy. I know you will be positively surprised. Stop creating an excuse for my son not to go to DQ to get our order because your staff will not make a lime shake without him having to explain what it is and how to make it thus embarrassing...

Don't buy anything at this location. My Daughter went in to get a blizzard and this is what took place. What ever happened to good customer service or actually any customer service at all? I just went into Dairy Queen on Fennell Ave to get a blizzard but instead got laughed at and humiliated by the manager. I went in and asked for a Cookie Jar blizzard. The server didn't recognize that flavor so I went on to explain that it was Oreo and cookie dough mixed together. It was one of the blizzards of the month. I get this blizzard everytime I go to Dairy Queen. But then the manager walks over and begins to laugh at me and say that's not a flavor. He continues to laugh as he says that was never a flavor and that I don't know what I'm talking about so he can't make it. Then one of his other employees steps in and says that it was infact a blizzard of the month and that she has served that flavor before. The manager was not happy with her clearly because he then turned to her and started yelling at her telling her that she should not be making that flavor for anyone and that she will be punished for it. I asked him why he's punishing her for displaying good customer service. He turned and laughed at me yet again saying that she's not allowed to serve that flavor because it's not a flavor. So not only was he being rude to me, his customer, but also to his own employee. I felt so belittled and humiliated that I just said forget it and ran out of the restaurant. Behind me another customer walked out as well because he witnessed the whole event and was so displeased with the customer service. As he was leaving he said "what kind of customer service is that". At this point I'm more irritated at how he handled the situation. Instead of speaking reasonably to me and coming to an understanding, he continued to belittle me and laugh at me as if I was this stupid little girl that knew nothing. I have never felt so humiliated before in my life...and all over an ice cream... What is wrong with people these days! Customer service is none existent anymore. I used to love going to Dairy Queen but now I never want to step foot in one again. I would never treat anyone the way he did especially...

We came late at night around 945pm. Incompetent staffing, 5 people and no one working specific stations. Drive thru was lined up 3 cars out on to the road so we parked next door and walked in. However the walkin line up was out the door way. Service was slow, taking 1 order and then the same person fulfilling it. Instead if an order taker, an order filler, a runner, etc. Total inefficiency with lack of on site leadership. There was no customer friendly greeting. There was no thank you, or 'enjoy'. They didn't even know who they were handing the orders to that they belonged.

Beyond that while waiting for the order, observing the kitchen area and customer area, was full on disgusting. Black mold between floor tiles, garbage between seats and between seats and the windows, and on the floor. All surfaces from the table tops to condiment areas were very easily observed as sticky and not wiped down regularly. We chose to sit outside. I definitely would not eat anything other than ice cream from this location as all the prep and cooking areas were also filthy and have not been cleaned in some time either. They would not pass a health inspection if a surprise one came.

In addition to this, all kinds of posted messages were threatening that they do NOT do things, like write on cakes if a customer takes it out of the freezer, or accept $100 bills for any order less than $50. Just the connotation of they do NOT do things for customers. How about rephrase those messages if the manager or owner feels them to actually be necessary over the staff incompetence to handle or be trained properly to deal with. We only went to get a cone and blizzard fortunately, which were actually to DQ Corporate standard and tasteful, hence my awarding only 1 star to this specific establishment. Otherwise it'd be zero star rating if it were to let me. It is NOT okay how they operate, the cleanliness, nor lack of...