Dairy Queen Grill & Chill — Restaurant in Heritage Valley

I had been craving a icecream sundae from DQ and decided I would stop at this particular location (being that it was new). Approaching the door, I could see through the windows that the restaurant was empty...after my experience I can understand now why it would be empty. Upon entering the store, I noticed an section of the restaurant was empty. That section had been barricaded with chairs which I found oddly strange as it wasn't closing hours. Behind the chairs, was a young employee that was knelt on his knees in front of what appeared to be the manager. I could overhear him correcting the young black male employee about his customer service. Why in the world, would one have to degrade an employee in order to provide re-direction/quality improvement. If he needed to be spoken to, he could of been appropriately spoken to in one of the back rooms instead of being asked to kneel down in front of him. Everyone is entitled to basic human rights and decency, this is Canada! I went ahead to order my meal and requested no salt on my fries as I have previously done at other DQs. I was told by the cashier that they don't offer no salt on the fries. I told him that I had ordered that before, and he said it used to be offered but now instead they choose not to salt their fries as the fries are pre-salted in the package. Are you serious??? I knew that was a BIG lie because there were salt grains on the fries. Then, the sundae I ordered with peanuts was less than half the original size (it came to about half of the lower cup and was slanted) of how it is advertised on the menu. I asked them to remake the sundae and the cashier said this is how it is made. I told him I gone to several DQs and this is not how it is made, it looked about 1/4 of the size on the menu up above. He just gave me a blank stare. I took my order on the side to look at my food. Not surprisingly, was the food also half the size. I was not impressed and went back to the counter to have my sundae remade. A customer after me had ordered a sundae and that sundae looked exactly how it was supposed to made. I asked them why that sundae was made properly and mine had not been. Another employee took the sundae to the back and instructed the girl to remake the sundae. And of course, she made the sundae much smaller. I was completely shocked and disappointed. Was it because the previous customer was from the same ethnic background (Filipino) , you would provide her with good customer service and not another. The drinks were watered down tremendously. It appears that this franchise is literally cutting everything in half, in order to make double the profit...I'll give you half of what you paid for in full! I told them I was not impressed with their customer service and just left. As a customer who has spend their hard earned money, they should be offered what they paid for..that's what is called customer service...ensure that all customers are treated fairly and compensated accordingly. Such a shock and disappointment. This is a not a family business rather a Well known fast food chain that you are representing, ensure all your employees are trained with what it takes to provide EXCELLENT...

I am very disappointed with the service I got this evening. As someone who has worked at a Dairy Queen when I was a teenager I know mistakes happen. But I don’t understand how you can get this mixed up. I went to this DQ drive thru after a long day of work just wanting my supper. I ordered chicken strips, poutine, and pretzel sticks. I get home and take out my pretzel stick, dip them in the queso sauce that comes with it. And immediately spit it out. It was mayo!! How do you mix up queso sauce in a hot pot to mayo that you get from a cold bottle. I don’t know if this was intentional, I hope not. None the less it was poor service. I return back to the dq only for the workers to laugh and smile behind the counter. Not to mention it took longer to get my new food than it was when I first ordered it. I could have given 1 star but I gave 2 because they gave me a refund on the pretzel sticks at least. Dq do better.

Update** This is another situation that just happened. I am very unhappy with this Dairy Queen. My husband and I went through drive through and got 2 meals. We get home and we were missing a burger, I get mistakes happen, but this is not the first time this DQ has messed up an order. So of course my husband drives back to the DQ to get the burger we paid for. As he’s driving there I was going to call this DQ to let them know he’s on his way so they can have it ready for him. I called this place 11 TIMES. And no answer at all, my husband tells me that he’s inside the Dairy Queen, not busy, no other customers inside, and he can hear the phone ringing but the workers are ignoring the call. How lazy and unprofessional these workers are. Like I said in my earlier review. Do better...

The food is good and as expected for DQ standards. There is plenty of space inside for eating at the restaurant. Sometimes the service can be slower than expected, especially through the drive-thru. Recently, on the last couple of visits, I was very annoyed (and shocked) that they wanted to see my ID at the window. Apparently, there must have been incidents in the past whereby someone in the drive-thru lane behind me overheard my order and attempted to “steel it”. Why? How? They would have to drive past me to get to the window before me. Where could that be done? They would also have to pay first at the window. I have never encountered this practice at any other drive-thru establishment in North America for over 40 years. When I pushed back on this ridiculous request, the worker at the window then said I could get my food without showing my ID, so I am not sure if this is official policy or the kind worker was trying her best to diffuse the situation. Also, they have a sign posted at the pickup window of the acceptable payment types they accept. They don’t accept Amex cards even though their sign states that they do. When I challenged the worker on this , they could not give me an answer. Management’s response to many of the negative reviews on here is mostly a copy/paste with a few words changed sometimes, so I do not have much confidence that customers issues will be addressed satisfactorily. Keep your customers happy and attempt to make things right immediately would be preferred, rather than a comment after a review has...