Dairy Queen Grill & Chill — Restaurant in Barberton

I recently ordered a custom 10" ice cream cake from this DQ (picked up early 06/2018) . For $39.99, you'd expect the typical perfection most other DQ locations provide. Unfortunately this was not the case. The outside of the cake was fine, everything looked to be in order. Unfortunately, once we cut into the cake we were extremely upset by the extreme lack of chocolate on the bottom (see pictures).

Today, I called and spoke with a manager, to express my dissatisfaction in the awful portions. She stated that they have a pre-measured amount of chocolate for the cakes, per DQ standard, and that the chocolate is always a little less than the vanilla. I explained how I understood what the normal portions looked like, and how uneven these chocolate portions were in comparison (comparing to the other 10+ cakes I've purchased from multiple DQ's over the years). She said other DQ locations don't always make their cakes at the store, this location does, that's why they may be different. She said she'd pass along the complaint to the manager... She did not ask for my contact information nor my purchasing details. I decided to call the other DQ's I've purchased from multiple times in the past, they stated they make their cakes at their store as well. I then called back this location and spoke with the manager again. She said I could bring in pictures to show her manager, and he/she would have to decide what to do (I was not even provided times he/she would be there).

...I understand that supervisors don't always have authority over complaint resolutions, but acting like you care about your customer's poor experience would be the first step in relieving some of their disappointment. I mentioned that I wanted to speak with a manager, before leaving a review online, because I was hoping to gain a better experience in order to provide a better rating. Unfortunately this was not the case.

I do not reccomend this DQ unless you're purchasing cheap/simple menu items, or have the time to drive back in order to speak with an official...

I have been to this location many times over the years. Typically I have no issues. Today I had one, and if they weren't so blatantly obvious with ignoring me, I would probably let it go. I went in to retrieve my mobile order, walked over to the corner where you pick up mobile orders....never acknowledged by any of the 5 crew working INCUDING the one standing straight in my vision putting ice cream on cakes to make sandwich type things. Personally she looked at me 3 times, never said we will be right with you, or mentioned my presence to any of the other crew members. They were not unreasonably busy, they had one table in the dining room, a couple cars in the drive thru (line didn't pass the entry door) one of the crew walked past my area to deliver the food to the family at the table, and when I said excuse me TWICE he continued to walk back to the counter. When I walked over to the counter, everyone had their backs to the dining room and when I said excuse me again, one crew finally looked at me. I told them I have been waiting over there and no one acknowledged me and all I want to do is pick up my mobile order. She brings it over to me says we didn't see you and gives it to me! Not an apology, not an explanation just a flippant response. I have worked in customer service including restaurants as a server for the better part of 30 years...this is unacceptable behavior. I am disappointed as I have never been treated so poorly or disrespected at your restaurant in all the 10+ years we have been coming there. Maybe it was just an off day for your staff as they talked and laughed and goofed around with each other, but to ignore a guest...

I wish I could give them zero stars. I go here for lunch daily . I order a 4 peice tender meal and a side salad . They didn’t give me any fries with my tender basket THAT COMES WITH IT NO MATTER WHAT. Plus the wrong sauce. Then with my side salad they gave me the wrong sauce. I called thinking they would give me some credit or fix this issue. Nope the lady that was the manger today was TERRIBLE. I’m already back from my break ready to eat my food, called to explain and she wouldn’t help me what so ever. Said they didn’t understand my order and what I meant . So how is that my fault no one asked to clarify?? ABSOLUTELY TERRIBLE MANAGEMENT. I get nothing fixed no credit . I’m not eating this food as everything is WRONG. I will never be eating here again. I’ve met the owner and he is very nice always fixes any issues as I come there EVERYDAY!!! Never going back!!! Oh and the manager said she would only credit me sauce… like seriously?!she treated me as if I was lying. She needs fired. You always make the customer happy as I am a manger. CHECK...