Dairy Queen Grill & Chill — Restaurant in Kent

the Hispanic supervisor at this store called police on my husband when he tried to cancel order: a BD ice cream cake. She refused to return our money $40 or give him a cake after the police came. She said, she has the right to do it. Even though the owner of the store told her to give my husband a store credit after restocking fee applied. the whole story started like this: 2 days before my son's BD, I called and requested to cancel order r/t the cake maybe melt at the skating center. She said the cake won't melt and didn't allow me to cancel it. My husband went to the store and talked to her about it; I guessed talking back and forth and finally she called the cop on him. The next day, my husband called the owner again. He said he will bring out the cake for us on the day we ordered (we can't go into the store because we got ban from the police). That day, he brought out my son cake with other kids name on it (that meant she sold our cake to someone else); we told him that was not my son name. So, he brought that cake back to the store. 10 minutes later, he brought out another cake, not decorated as the way I asked; only has my son name on it. We were late for the party. only 1 hr 20 minutes from the time we picked up the cake at the store, the cake melted (even the cake stored in the frid at skating center), ...so we have to hurry to scoop the cake to everybody (don't need a knife to cut cuz too melting already)..my son didn't have a chance to blow candles on his BD cake...still upset with the way that lady treated us and ruined my son's BD....I've been customer at that store for at least 7-8 years, and every year, I ordered at least 1-2 cake...that how they treated customer...It's not that we got ban from coming the store...It's that who still want to come in after...

Walk-in: 6-30-23 Update as promised I Was Wrong!! Samantha, was busy taking orders and completing them as fast as she could. I was next up and asked her before placing my order, do you have the 1/4 quart size container because they said they were out last week. She confirmed and said, yes, we have quart size, and we were out last week. I briefly let her know I was upset last week.

She was smiling while giving me excellent customer service, letting me know she ran into that as well about being out of the containers with another customer. I placed my order and sat down to wait for my ice cream. I observe her with the other customers she was doing an awesome job! Working so hard and fast while delegating the young man to assist the other customers, while she was helping the delivery people for door dash or Uber eats. If she isn't a Lead or the next level up in the position, she deseve it. Samantha great job and keep up the good work!! I applaud you on interacting with the customers while getting the work done. 5 star is a must. Well deserved.

Drive thru: 6-25-23 Trial and error:

Normally, I would give it 5 but today, They deserve a -negative Star. I just wanted 1/4 quart size vanilla ice cream for $4.69 Instead they said they don't have it. I could tell the girl didn't know what 1/4 quart size was and I didn't need a manager because the line is already slow as heck and it was hot. I just ask for a cone instead.

Do better and train the workers on everything, so they're not sounding and looking like a deer in headlights. Hopefully, next visit I can rate this a 5+ because they do have good service and I love my 1/4...

This was one of the worst experiences I've had at a fast food restaurant in a long time. I understand being busy, but this was unacceptable. My entire experience took an hour to go through the drive-thru. I ordered three small items, and before I could even finish speaking my order, one of the guys running the drive-thru interrupted me to ask, "Anything else?" I understand being rushed because you're busy, but that doesn't mean cutting customer service. At the end of my journey, I get to the window, and it looks a mess inside. There are four people running the drive-thru, one person running the front desk, and at least two guys operating the main kitchen. You have that much staff, and it still took an hour to deal with the line?! By the time I got to the window, they still had to make my order. Other than repeating my price to me at the window, the cashier didn't say one word to me. Watching them make my order the 4 of them had no pep in their step. They were nonchalantly walking to and fro like they didn't care. Then, on top of that, they forgot 1/3 of my order! I ran a Wendy's drive in by myself, and I would have a line like that gone in 20 minutes. Correct food, change, and all. If I had taken an hour like the 4 of them did my manager would have been yelling at me asking if I was retarded. We wished we had the level of staff they did. This was unacceptable, and I don't know that I'll ever be returning. I could have gone to the store, bought the ingredients, and made the ice cream myself in the time it took them to do their jobs. Dairy queen, you gotta do...