Dairy Queen Grill & Chill — Restaurant in Alabaster

On Sunday February 26, 2023 @3:05pm, my wife and I visited this store. As we often do on Sundays, and purchased 2 blizzards, and a sundae. I asked the cashier to place a sundae top on both blizzards. The Manager on duty stopped the associate, and she said to me "I tell my employees not to use sundae tops." My reply to her, "the blizzard leaks and the sundae tops are better during the ride." The mgr disagreed and offered a flat top and bag. I disagreed with her bag suggestion. I am a regular customer, and a sundae top has never been denied to me. My reply seemed to incense the mgr. She expressed to me this would be the last time and my request would not be honored during future vists. I'm really surprised that a restaurant whose vision states - "TO BE THE WORLD'S FAVORITE QUICK-SERVICE RESTAURANT" and mission states - "TO CREATE POSITIVE MEMORIES FOR ALL WHO TOUCH DQ" The manager was rude to her employees as well as to me, the customer. Based on the actions of this mgr you are no longer my favorite quick service restaurant, and a negative memory has been created.

In the past, store associates would scrape the blizzard top, and force the flat top on. This causes more spillage to cup. In addition, the associates would not wipe cup afterwards. Therefore, to remedy this, I request a sundae top. I have never complained and remained a faithful customer. However, that is no longer the case. I hope additional training is offered to your drive thru staff, and a crucial conversation is had with the manager. I am sure she is a good mgr, and has the potential to be great...

The last few times we went through the drive through, we would get one person’s item but have to wait forever for the second person even if it were the same.

So we decided to try going inside. The inside is clean but the dumpster fire at the counter is what I think is a time management/job disorganization issue. No one was rude or anything. And the food when you get it is great!

What I observed: multiple people in the back doing the cooked product but going every which way and sometimes bumping into others.

Several wearing drive thru headsets walking around.

One person serving up dairy items. ONE.

One person taking orders at the counter for the many people coming inside because the line is wrapped around the building. You have the cluster of people waiting to place the order and then you have the cluster waiting for their orders placed to go. Everyone gets a table number whether eat in or go.

Five to six teens waiting to give the orders to the people inside, giggling and cutting up. But most of the orders are going out the window to the drive through. More people waiting inside accumulate. When the ones delivering food to the inside customers they can’t tell who is at a table and who is waiting to go because everyone has a number.

Confusion wastes time.

This happened on three occasions over the last couple of weeks.

Why not train some of these young employees how to help the poor single dairy server and the order taker at the counter?

We will go to the Pelham store which was much more stream lined and less chaotic inside until the issue at Alabaster...

Placed a mobile order with this company at about 9pm, the app said it would be ready at 918pm. I thought that was a little long but decided to be patient and wait and placed the order. When the time got closer I realized I forgot to order something and decided to go in and order it and my order should be ready. Well line was about 5 groups deep and they were moving through the line extremely slowly, no big deal it’s busy I get it. As I got closer I noticed my order not waiting where the mobile orders should be, it’s about 925 now and I’m kinda confused why an order that was placed almost 30 mins ago wasn’t ready yet. When I got up I placed my order and asked to check on my order which she didn’t. I then waited at the mobile pickup counter until a man I assume was the manager on duty came up and asked what he could do for me. I told him I was picking up a mobile order he then laughed at that request and said it’s gunna be a while we just got it. I placed this order quite a while ago there is no reason it shouldn’t be in prep. He then stuck the ticket in the prepare later spot for their tickets and made me wait until 945 to get the order. Every bit of food was made sloppily and tasted old. I will never spend another dollar at this awful...