Dairy Queen Grill & Chill — Restaurant in Ohio

I would absolutely not recommend this Dairy Queen! I ordered an ice cream cake for my kids birthday party from the Dairy Queen on Hills and Dales road. They put the wrong name on the cake!!! The clear portion of the cake box was completely frosted over when my husband picked it up nor did they show him the cake before he left. My husband assumed the cake was done correctly, brought it home and immediately placed it in the freezer. We didn't discover their mistake until we took the cake out of the freezer to serve it. At this point there was nothing I could do. It was too late. I contacted the Dairy Queen store the next day. I assumed they would apologize and offer around $5 off the cake. However, to my dismay, the manager's response was nothing short of rude and dismissive. Instead of taking responsibility for their mistake, the manager seemed more interested in deflecting blame and making excuses.

What really shocked me was the lack of any apology. I would have appreciated a simple acknowledgement of their error and a sincere apology for the inconvenience caused. However, the manager appeared to be more interested in minimizing the issue, deflecting responsibility to us and suggesting that my husband was either too stupid to check the cake himself or must not know our daughter's name. Not a single person I came into contact with said they were sorry for the inconvenience this caused.

To add insult to injury, the proposed resolution was a mere $3 credit off my NEXT cake order. Seriously? She couldn't possibly be suggesting that after being talked to like this I would give them anymore business? She went on to refuse to put the $3 credit back on my card. She only wanted to give me store credit. I had no intention of ever returning to this Dairy Queen. She finally agreed to put the $3 on a gift card for me to use at a different Dairy Queen. Unbelievable.

I've ordered many cakes from the Dairy Queen on Wales road in Massillon. I personally wouldn't trust this place to do anything correctly or be professional for...

TLDR- Be sure to have your ID ready if picking up a mobile order. I appreciate the reasoning behind, but they are going about it all wrong. Some simple customer service skills will go a long way. Food was fine.

This is more PSA and disappointment, rather than complaint. I was through the drive up at this location this evening and gave my name to the employee at the speaker, for a mobile order I had placed.

I got to the window and this was the interaction: DQ-Are you here for the mobile order? ME-Yes DQ-I need to see some ID ME- Ok (shows ID) DQ-Looks at it, closes the window and calls another employee to the computer, without any explanation or common courtesy of please and thank you...

When they handed out my items, I asked if there was some sort of problem and they explained that due to a lot of scams, they need to see ID on mobile orders. I do truly appreciate this, as I would be frustrated and upset to have been scammed, but I just felt like some sort of common criminal just picking up my own food that was already paid for, ironic since it was nearly $30 for a typical fast food burger, chicken strips and some ice cream.

The food quality was fine and it was fresh and warm, but I will no longer be a customer of Dairy Queen, at this or any location. Come on DQ, I get times are tough, but they are tough on all of us and a simple hello, please, thank you and the "why behind the what" will go a long way! While I wasn't rude or loud or "insert name here" like--I feel I definitely made them aware that I was annoyed by the look on my face and my abruptness.

Also, if this is going to be a requirement to pick up orders, it should be notated in the app or confirmation email, which I double checked both to confirm that I was unable to find it noted anywhere.

Disappointing experience. Thank you for reading, if you...

We've gone to this location over the course of 10 months around 6 or 7 times against our better judgement. Every SINGLE time we have been ignored for over 10 minutes at the very least. (Sometimes in the drive thru.) When we are seen to, sometimes finally just been acknowledged and not served at this point, its been done with an obscene level of rudeness. I am no stranger to the poor level of customer service being delivered these days, having to work in food service and see it up close first hand, (however I seem to have better luck giving good service than getting it) but my mother and I have never been consistently treated this badly. Ever. And when we do eventually get our food, it's old and sloppy and cold. Every single time. I can barely eat it, and only ever do because I made the consistent mistake of paying for it. I had gotten physically ill from the chicken wraps. We should have stopped after the first try but this is the closest location to our area and we had always loved dairy queen prior to our move. My mother refuses to go to ANY dairy queen ever now. It used to be her all time favorite ice cream. Most recently, she was yelled at in the drive thru by a woman talking on headset to another person, angry that she was interrupted and was, of course, rudely refused food that was still being sold at that location but no longer on the menu. A simple explanation would have sufficed as to why it was now an issue. To be perfectly honest, I don't even know if this location can be fixed. If you ask me, it should just...