Dairy Queen Grill & Chill — Restaurant in Kelowna

I always thought the only fix for a bad day was an unhealthy amount of ice cream to drowned the pain in diabetes. Turns out exceptional customer service is just as effective in brightening your day.

I need to apologize because I forgot his name, the assistant manager here, I believe it was Isaiah? (Will update accordingly) this man needs to be running this place by the time I come back.

I walked up to the counter broken hearted and beaten by a rough day and when he asked how it was going, I thought for moment and said “awful, that’s why I’m here.” He smiled and said that I’ve come to the right place and he couldn’t have been more correct! I placed my usual order and thought to myself “I need more”. Now, the custom order I was about to place, I’ve tried to place in the past to no avail, employees “weren’t allowed”. Now, I was never asking for mountains to be moved, just a little combination of two magical items…let’s call it, The Split-Fection. Isaiah smiled and said, “yeah man, I can do that….what if we add (secret step)” and had to take pause, not only did he not hesitate to create this delicious custom order but he even thought of a way to make it better! This right here, this is true customer service.

Within a minute, my order was ready to go and I happily sunk into a seat ready to wash away my sadness. But I realized, this simple interaction with such an outstanding employee already made me feel better and the ice cream, as amazing as it was, was no longer needed to make me smile…but I ate every bite regardless because it was pure art!

So DQ, you keep this man or board and see that he’s well looked after, he’s a dying breed of people that still care about their job and knows what to actually offer the customer for a truly...

I generally love dairy queen food, but not from this location. I will drive the extra distance elsewhere for proper service. From start to finish this is their average transaction: You pull up to the drive thru menu and they ask you to wait a minute. After waiting, they just tell you to pull ahead, which makes it difficult to order. Dont bother making requests for ingredients not to be included as even when you ask for it to their face they don't make it any different. You can see their drive thru queue through the window and when to expect mistakes. Be careful ordering multiple of an item as asking for multiple orders of an item is apparently too confusing to understand, making customers come through the drive thru a second time to be frustrated again. Once you've paid, its a 99% chance they're gonna make you pull to the side so their fulfillment time looks good to head office. In reality, you're waiting 5 minutes on a burger that will be so greasy the bottom bun is soaked. Always ask for your receipt!! They don't include it in the bag unlike most other similar businesses. Lake country is classy, staff are friendly and well dressed, I'll happily drive down the highway in rush hour to avoid this...

Ordered through the app and arrived at the store 10 minutes later to be told that the order wasn't received. Showed online confirmation and credit card charge on my app. Said they didn't have it. Ended up having to redo the order. When I was told it was ready, both orders were there. ClearlyI told the staff I didn't want both orders since the 2nd one was a reorder. They pretty much told me too bad. After arguing with them for minutes they decided to refund one order. Prince refused to do a refund via original payment and would only give me cash. Filed a complaint with head office who referred me to the store owner. I can see where the shoddy and shady behaviors are learned. The owner was dismissive via email and blamed the app. Take some responsibility and train your staff properly. Lying to the customer about the app is not acceptable. Multimillion dollar companies don't release apps that don't work in 2025. This is clearly a store issue. As for the refund, it should be processed by original payment method.

I would advise all customers to avoid...