Dairy Queen Grill & Chill — Restaurant in Maryland

I had a terrible experience at this DQ on 6/12/21. After driving over 20 mins out of my way to get to this location and waiting in a line that wrapped around the building, I was disappointed to encouter such poor customer service. I arrived at the location aroind 1:31p.m. I waited patiently for 15-20 mins for my turn to place an order. I asked the attendent, who later identified herself as Tracy (the Manager), for a small Reese bilzard with extra Reese's on top. Tracy in formed me that she could not fulfill my request, because it is the company's policy to flip the blizard prior to giving it to the customer and the candy would fall off. I requested that my blizard not be flipped and Tracy refused stating that she had to flip the blizard. Then I asked if I could have the Reese's blizard with the extra candy on the side. I reiterated my willingness to pay for the additional candy.Tracy again refused my request. As such I did not make a purchase that day. I communicated that other DQ locations have obliged without issue. Tracy informed me that this DQ is independently owned and cited that it's policy to not provide toppings. I am not sure when it has ever been policy to not service customers and decline to make a sale/up sale the products.

I would also like to add that Tracy did not have on a badge. When I called the store to leave a message for the owners she hung up on me.

So I'm likley not going to this location ever again. I might not utilize DQ at all, as there aren't man locations in MD and the few that are nearest to me are inconvenient. Untimely I'm not driving out of my way for poor customer service. I'm not driving out of my way for poor customer service.

This location is a tarnish...

Edit: Later in the day, the Manger/Owner, who spoke with me that morning called -- after I called DQ Corporate -- regarding the issue. I greatly empathize with not having enough workers, credit card systems going down nationwide, and other factors well out of the control of any one individual (as I've worked in service). The Owner was amenable to taking my order over the phone, so that a family member could pick up the cake this weekend. Therefore, I've raised my rating, with the hopes that such issues won't become systemic in the future.

Earlier today, I called the store inquiring about a DQ Ice Cream Cake for Father's Day. Typically, I haven't had an issue with Dairy Queen in the past, including this location, however, I can only say that what I received today was anything but customer service.

After saying "Hi, how are you doing?" I was greeted with: who is this? Interesting response to a customer, but what was more shocking was her one-sided conversation once I mentioned interest in procuring an Ice Cream Cake. Immediately, she stated that the card machines were down, and that I would have to go through the drive-thru, ask what they had in stock, pick it up at the window, and pay cash -- and that oh, they are only open till 5 PM.

All I wanted to know was, do you have an ice cream cake and could I have you write "Happy Father's Day" on it? More so, being that I'm in another state, I was hoping to pay over the phone, so that another family member could pick it up. Oh well. Btw, I forgot to mention, she graciously hung up the phone once she finished speaking. So, can someone tell me the location of the nearest Baskin...

This past Wednesday, I came in with my 4.5 yr old autistic son that is a handful. He was refusing to eat that day so DQ was my hail mary to get some food in him. I needed him to eat before he goes for his services at the Kennedy Kreiger's Autism Center that is just two parking lots over from this DQ.

I've actually haven't taken him for a sit in meal in since before the pandemic because of his unpredictable behavior. He's an eloper, will toss food and sometimes joins other people's tables if he thinks they have better food.

When I arrived, I noticed the woman at the front counter is the same woman that I usually see at this location. She has worked here for years. She has short dark curly hair and a very friendly demeanor. I don't know if she recognized me but I recognized her.

Back to my son, this was new for him so he was okay for a little bit. Then it was time to leave but he wasn't inclined to actually leave. While I was struggling to manage leaving with him, I received some help!

The older woman from behind the counter came around to help me with him. She very calmly and supportively encouraged him along. Her charm worked like magic. I hope she knows how much this helped me because when he puts up a fight, it usually takes both me and my husband to manage him safely.

Thank you so much for your help and kindness.

To anyone reading this, if you see a parent struggling with their unruly child, kindly distracting and intervening isn't a bad thing. It's actually very much appreciated. That parent is usually at the end of their rope...