Dairy Queen Grill & Chill — Restaurant in Coldwater

Would give ZERO if it were an option.

I visited this store on my way home from vacation with my 2 children. Once we arrived I got in line and sent my kids to use the restroom. The lobby was packed waiting waiting guest as well as the drive through line so I understood the rush. I placed my order 1 small mango slush, 1 small oreo blizzard and 1 medium twist cone, dipped in chocolate. I paid, got my waiting number and used the restroom myself (5 minutes after placing order).. We then stood in a small waiting area for another 15 minutes.. While waiting I observed an employee standing on her side of the counter engaging in a personal conversation for well over 5 minutes (still waiting).. Another employee walks over with the mango slush and oreo blizzard. I hear that customer tell the employee who took our order that the Twist cone is coming right up.... I wait another 10-15 minutes before asking if the staff forgot about my cone. The employee asks the staff and I hear the same individual who was having the personal conversation say "the machine is broke" I then ask for a refund.. The employee at the register goes back to get the manager on duty,, He approached the counter and asked what size cone I had, I said "it was a medium twist cone, dipped in chocolate.. I have been waiting in here for about 25-30 minutes just to now find out the machine is broken and you have employees out here talking to their boyfriend".. He then tells me he cant refund my money on my debit card and said he has to go to the drive thru drawer to get cash.. He hands me $3.91 and tells me to have a good day.. I said " you as well" and I leave... Having worked in fast food and the food industry before, after leaving and thinking about the experience of this visit I wanted to have a conversation with the manager about this.. I called at 9:27PM about an hour after leaving. The manager who answered the phone was the same one who refunded me the cash.. He immediately sounded annoyed with my call, I let him know how unprofessional I felt the visit was. He then gave me every excuse he could about the machine breaking down, the drive thru orders coming up first on the screen, the employee was "only out there for a few minutes". I left him know that the whole lobby behind me and the entire driver thru line was cleared out before I even spoke up about not having received my entire order yet. He said "im sorry the machine broke down" I told him that I still had yet to hear an apology about the visit and he INSISTED he said he was sorry when he refunded me and that was not at all true. He then said "ok, is there anything else I can help you with" I replied with "no I just wanted to call and share with you the manager, my experience at your location and how horrible it sucked" and then he HUNG UP on me. This was the most unprofessional and disrespectful visit I have ever had. I am not usually one to complain to much again as I have been in this industry before , I know how it can get but there was absolutely no excuse for the 30 minutes I wasted while at this location and then having such a horrible conversation practically arguing with a manager.

Will never return and will advise anyone else...

I have read on here that drive-thru staff were incorrectly wearing masks only over mouth....they should be thankful they didn't see inside! Person making food had no mask at all; there were 2 others observed with no masks. There were probably 8-10 other staff members working who also wore their mask over only their mouths, and ONLY 2 were correctly wearing a mask. I intended to voice my concern to the manager; however, he was one who was incorrectly wearing his mask, kept grabbing the front and pulling it down to talk, returning it (incorrectly) only to touch and hand out food in the drive thru. Not to mention he repeatedly left a floundering newbie (1st day?) sinking with others barking at him what he is doing wrong instead of anyone actually helping him. Filled out a complaint on DQ website, but this way people know sooner that this is going on!! I know there are people who don't care about anyone else and whether anyone is wearing a mask or not. But I know more of us are! I will not...

Every single thing about my experience sucked tonight. I went through the drive through at 9:05, ordered my food and paid. Then i was asked to pull forward which is fine. We waited about 10 min and then they bring us the wrong order and then had SOMEONE else’s debit card assuming it was ours. Thankfully we gave i back and then had to wait until 9:35 for our food before going inside. They still told us we had 3 min to wait for chicken tenders and a burger. Completely unprofessional, laughing about our wait time and not offering to compensate us at all. We end up leaving with no refund and half our order because we had no more time left to wait. Will never go to this establishment again. Horrible staff, horrible wait times, and horrible customer service all around. Such a...