Dairy Queen Grill & Chill — Restaurant in Glastonbury

My family and I frequent this location much more than I'd probably admit (JK I don't care about admitting it) and always have excellent service. We always use the drive thru and only come inside if it seems like it might be less busy, but that's very rare.

Sometimes we order ahead on the app, because the orders will be right and we might be bringing food home for our kids. Also we often forget to scan the receipt to add the points towards free food, using the app guarantees we won't forget. When you order on the app, there isn't a specific option for drive thru, but it's never been a problem to get up to the speaker, say i have a mobile order and they say come to the window. On Friday night (8/30/24), my wife and decided to get food and ice cream and drive over with our baby, ordering in the app on the way. We had maybe two cars in front of us, waited, went up to the window and, just like I had many, many times before, and said I had a mobile order for Josh. The conversation was as follows:

DQ: "You need to come in and get it." J: "Really? That's never happened before." DQ: "You can't pick up through the drive thru on a mobile order." J: "I do it all the time, it's never been a problem." DQ: "We're too busy and you're holding up a place in the line." J (Jaw dropped, looking at my wife, not sure what to say): "So you're saying that if I pull up to the window, you're not going to give me the food I already paid for?" DQ: "No."

Pretty shocked and reluctant and frustrated, I parked, and came inside. I waited for someone to be helped and stood by the mobile order pickup. The cashier tried to serve the person behind me, who asked if I was all set. The cashier then looks at me and asks what would I like. I explain that I was told I had to come inside for my food, my name, and she found it sitting under the warmer and gave it to me.

Now I am not one to make public complaints, as I appreciate the rare times I need to do so that there is a vehicle to send a message via a website, etc. Apparently for DQ, there is no centralized comment/concern area, only to talk to the store manager directly. I prefer this method than calling the store, all things being equal. This was the first negative experience I've had at this location, and would be happy to give an accurate rating based on this, but felt it would be seen if I reflected my experience from this visit alone.

UPDATED RESPONSE: Thank you for responding. I went to the website provided and there is no contact us form. It says there should be, but it doesn't appear to be active. Can you help me...

I had an absolutely appalling experience at this Dairy Queen, and it all comes down to one person: Nathan John Oszurek. I don’t normally leave reviews, but what happened during my visit was so shockingly bad that I feel compelled to warn others.

First, when my friend ordered a Blizzard, Nathan John Oszurek flat-out refused to flip it upside down. He stared at us with a blank expression and muttered, "I don’t do that." When we politely reminded him that Dairy Queen is known for flipping Blizzards, he scoffed and said, "Gravity works fine."

The situation escalated from there. When we received our food, my fries were cold and soggy, and my burger was so overcooked it felt like biting into a hockey puck. When we asked for fresh fries, Nathan John Oszurek dramatically sighed, grabbed a handful of fries with his bare hand, and threw them into the fryer without even restarting the timer. He then dumped them in the bag without a word.

But the worst part? My friend accidentally dropped her cone, and when she asked if she could buy another, Nathan John Oszurek said, "Life’s tough," and walked away.

The dining area was a disaster — tables covered in sticky residue, napkins strewn across the floor, and the trash bins overflowing. Nathan John Oszurek sat behind the counter watching videos on his phone while customers waited in line, completely ignoring them until someone loudly cleared their throat.

I genuinely don’t understand how this location stays in business with someone like Nathan John Oszurek representing the brand. His attitude was beyond rude, his service abysmal, and his complete disregard for basic food safety genuinely concerning. I love Dairy Queen, but I’ll never set foot in this location...

The other day, I had the best experience I’ve ever had at a fast food restaurant while visiting this location. Chantelle, who assisted us from ordering to meal hand-off, was extremely courteous, friendly, and professional. I don’t like when packets of condiments are placed on top of my food, and I often have to request that they be handed to me separately or placed in a different bag. However, Chantelle's delightful demeanor had me so captivated that I forgot to make this request. To my astonishment, Chantelle took the initiative to cover each item with napkins in the bag and neatly placed the sauces on the side. This was the first time I had encountered such meticulousness and consideration from any fast food employee without having to request it explicitly. I applaud her initiative, efforts and professionalism! Initially, I was apprehensive about visiting this location because of some negative reviews I had seen however I am happy that our experience was with Chantelle, who went above and beyond to ensure we had a delightful experience. @dairyqueen please take good care of this employee as she is the epitome of excellent fast food customer service. Thank...