Dairy Queen — Restaurant in Midlothian

Hello, I wanted to share with you my experience because if I were you, I would definitely want to know. My husband and I are regulars at your restaurant. We visit the Dairy Queen in Midlothian at least once a week. On January 19th we visited. You were extremely busy. After we got back home in Venus, we realized our food order was completely wrong. I called up there and spoke with one manager that was very nice. She asked what all was wrong and said we could have our order remade without a problem. She took down my name and I saved my receipt. No harm no foul. So my husband and I waited a week and went in for our weekly trip. We ordered what was on the receipt exactly. The dining room was closed at 9:00 p.m. when I arrived at the window, I explained what the first manager had told me and gave the young man my receipt . Then a manager named Rachel came to the window acting very ugly for no reason. She stated they would not remake the full order. I nicely explained that is what the other manager said they would do for the trouble. She then acted very rude and said I don't care I am the manager and I don't care what anyone else told you. I then said to take off the extra sides that she was giving me such a mess about. The sides totaled about $12. To her enough to lose regular customers. Since I ordered at the window all of this food was already prepared and in bags. I guess she just plans to throw it all in the garbage ? She walked off and left me at the window for about 5 minutes. When I lightly honked she apparently thought we didn't even want the hamburgers. Then she basically threw them out the window at us and stated "are y'all going to move so that I can give the rest of the people in line their food". She was very unprofessional and acted very rude and ugly. I would be embarrassed if someone like that was the face of my restaurant. My husband and I used to own a restaurant and that type of behavior is unacceptable. In all of the years I've never seen a fast food manager act so petty and with such a power trip. I never call and complain at restaurants and did not need free food. I went there assuming the restaurant was just going to make right the initial mistake. I did not think my dinner would turn into being treated so rudely last night. It was and still is the principle of the matter. The second visit was Wednesday January 29th...

Went through drive thru and ordered ice cream and a dinner combo and I asked what the difference is between a basket and a combo and tge lady says it's a drink only. She tells me the combo includes a drink. We drive thru to the window and she makes us wait forever then proceeds to hand us our ice cream and says you can go to the next window. They take even more time and then finally hands us our food and we drive off. Get to the house and we are missing our drink. I call them.to let them know and I say you are actually the 2nd restaurant today that forgets our food and or our drinks too, I would kindly suggest that yall pay more attention in the future because we're in line forever and then when we finally get our order, we just want to get home and eat, and this presents an inconvenience. The young man says, well, we can't refund you but you can stop by next time and get your drink and maybe next time I suggest you pay more attention and take the responsibility of asking us for your drink! I said wait, excuse me! Number one you forget customer is always right and also it's not my response to execute the order correctly, young man, that's your part. You're not being very polite to a customer that's providing you with a paycheck. That's the way it works and I wasn't being rude to you, I kindly was letting you know what you did wrong and it was meant to improve your work, not an invitation to be rude. I was shocked as they have almost always been nice or at least courteous. But then again, we have no customer service ethics anymore it...

I stopped in for some ice cream sandwiches. DQ ice cream sandwiches are my favorite. I’ve also been buying DQ ice cream sandwiches for a long time. I also know that you can’t stack six ice cream sandwiches, if they are made correctly, one on top of the other in the DQ box that holds six. You have to place three, standing up like a tire, side by side, and then three more, the same way, to get six in the box. Otherwise, if you stack them one on top of the other, you have to make the ice cream thinner, to get them to fit. I was given eight ice cream sandwiches, stacked one on top of the other, in the box that holds six. Please teach your employees how to make an ice cream sandwich, the way that DQ has made them for years. If a box says it holds six, common sense would say that something is wrong if it holds eight. When I mentioned that a box of six doesn’t hold eight, I was told, with a smile, that there was actually eight in there. The employees were nice, and, I think, we’re trying to do a good job. So, being that I was in a hurry, I just took them. Plus, if they haven’t been taught how to make, size wise, a DQ ice cream sandwich, then they think eight will fit in a box that holds six. So, I’m not mad, I would just like you to, please, teach (train) the employees how to make a normal sized ice cream sandwich. I generally order several and put them in the freezer at home. I generally order more than six so they won’t try to put them in the box and make them fit by making the ice cream thinner. Your help would be...