Dairy Queen Grill & Chill — Restaurant in Ontario

Saw a review that said it's greatly gone downhill. That's definitely an understatement with this location but I also agree with it. Today tried to simply get two blizzards. Not only was it a wait to even order, not due to other customers but due to the staff taking their sweet time even taking an order. When we pulled to the window and paid we could hear staff members yelling at each other through the window, with it closed. One staff member just kept saying oh my God with her hands on her face /head. We were asked to pull to the side and wait to receive our order, fine. I don't mind waiting but not over 30 minutes to again simply get two blizzards. It has been roughly 90° plus and on this particular day we had our twin infant sons in the vehicle, AC only goes so far. Just after the 30-minute mark of waiting I walked inside to attempt to get a refund and ended up waiting about 10 minutes more. The entire time I can hear staff members yelling at each other, cussing at each other and all around just freaking out. Zero organization. Zero professionalism and from what I saw today they have no leader. A lot of people just doing whatever it is that they wanted to do. A customer ahead of me heard them all fighting and proceeded to walk out. Customers behind me simply wanted a birthday cake for their daughter and even made the comment of "Boy, really seems like they need to do some house cleaning with their staff. How ridiculous this is and unprofessional." Customers were literally warning other customers that came in the building of what was going on with the staff. When I finally was able to even speak with the cashier and said I just wanted a refund, that I'd been waiting for over 30 minutes and then I had two infants in my vehicle. He spoke with the window crew and when he came back he almost refused to give me a refund because in his words, "Well from what I was just told, you were asked to wait in line on the side and when they went out there they couldn't find your vehicle." I go "Yeah cuz I've been in here for over 10 minutes waiting to get a refund. We have been waiting outside in line for over 30 minutes. I have two infant children in my vehicle right now. I just want the refund." He had to clear it, I'm guessing clear it with whoever was working the window to even get a refund. And of course in that time there was another argument between the staff. Almost an hour to not even get our order. I attempted to call and speak with a manager or the owner of that particular store. I was questioned why I was even calling in the first place, which I really don't feel like that's an employee's business. When I repeated myself and said the call is to speak with your manager. They just told me they were too busy at the moment. Of course that pissed me off further and I said isn't that what the manager is for is to handle calls from a customer? I just got. I'm sorry sir but the manager can't speak with you at the moment. Attempted to speak with the owner or get contact information for the owner and was told the same. At this time I have not made another attempt but I will be contacting someone whether it is their store or their corporate...

I just have to start off by saying what happened tonight is not how things have gone before. And i stress again this Has NEVER happened here before. This store it's typical for there to be long waits but tonight was in a word terrifying. The store was crawling with flies. The counters tables and other flat surfaces were covered with a film of all sorts of nastiness. The food they served us but most importantly our baby was cold and so old we took it away from her. The chicken strips were rock hard, dark brown and cold to the touch. We assumed it was because they were so busy so we went to get the ice cream we had already paid for thinking that might be something to eat since we threw away the nearly $53 Of food we had ordered. I thought this was the worst of our ordeal but my husband who normally loves his ice cream cone was struggling to eat it. After I had eaten some of mine he told me to go get napkins and look at the machine and behind the counters. I did just that and I will tell you had I not had a surgery that prevents me from throwing up i would have done that right then and there. I'm not even exaggerating it looked as through someone had already thrown up all over the counters, the cabinets and the machines. There was chunky liquid all over. The blizzard machine was so filthy I just wanted to cry. I won't lie I'm so scared we will get sick from this experience and i don't want any other family to suffer either. The one positive thing i have to say is the employees were working so hard and were incredibly kind but it's clear they had far too few people to manage that restaurant and they seemed sad and overwhelmed. I debated on whether or not to post this review but the owners must do something about this because it's only a matter of time before people suffer illness from eating here. We stopped coming to this location because they're always short staffed and no matter what we have said to management it seems that it just keeps getting worse. I truly hope this gets the attention of this locations owners and they address these issues right away. I called before posting only to find out that management won't be in for over 4 more days and this can't go on like this. These poor young employees worked harder than I've ever seen before and they forced smiles and tried so hard to take care of each customers orders. I will end by saying one last time we've been loyal customers for years and this was the ONLY TIME I've ever had a concern about food safety. My only concern prior to today was how overworked their wonderful employees were. If this should come to the attention of management please call my number that is on your desk as I want to remove my review once my concerns are addressed because i know how much you care about your customers and your...

I decided to order online, so that way, while I made my way to the restaurant, the food could be made. We made our way over and waited inside, as I saw the food wasn't ready. The blizzard with the meal was made and we got that, thinking the food wouldnt be too far behind it. Well, we ate the blizzard as we still waited for our food. Everyone else was coming and going, they seemed to only be working ice cream and the window. A lady had ordered in front of me, but she waited so long, she finally went up to check her order, but it wasn't on the screen anymore. She left. I stood waiting for 30 minutes before going up to say something. As I waited for someone to acknowledge me, I noticed a guy clear my order off the screen, as if it was already done and handed out. The only reason he finally talked to me, was because a manager, or whoever she was, was standing there witnessing all of this happening. The guy finally got a move on the order from the back. The order was made, but then, nobody came to the front to hand out orders or take any more orders. I stood looking at my food for several minutes, but nothing was happening at the counter. When the window apparently was caught up enough, someone finally came over to help, and we finally got our food. That place may be short handed, but you definitely need to re-train people!! Ive worked fast food, we've been short handed, but we've gotten busses of people out faster than that! While I waited for so long, when people came in, I told them, 'if you are ordering food, you will be waiting for too long. If you're only getting ice cream, then you will get it pretty quickly." A couple families left after I told them that. . . .Just work on customer service. Work on actually getting orders out for both windows and counter. Work on being friendly. Work on being prompt. Food and ice cream are good though. Just took way linger than...