Dairy Queen — Restaurant in Royse City

Went 4/14/24 at 7:06pm. What was meant to be a fun family treat on the way to a movie turned out to be a disaster. The person at the window took our order, 2 medium Orea Blizzards and 1 large chocolate dipped cone. The receipt states a small cone. We got to the payment window and a gentlemen was there, talking to the other employees about what he had done the night before. When he noticed I was at the window, and laughed and then told me my total. The name on the receipt is Keandre Davion Dean. We paid, and because of previous experiences, I knew he was going to tell me to pull forward and wait...and he did. As we are waiting, the time continues to go by and we notice people leaving the line without ordering. We also notice an employee going from car to car with ice cream, which was melting at this point, asking them if that was what they ordered. They said no, but then he comes in front of my car, with ice cream leaking from his hands, saying "This is yours right?" And I replied no. The gentlemen that was waiting a few cars before us, was still waiting, and waiting, and waiting, until finally, he went inside and asked for his money back. The employee continue to go from car to car trying to figure out whose order was whose, while this gross ice cream was dripping from his hand. Finally at about 7:24pm a young gentleman comes out of the back door and asks me what we ordered. I was fuming at this point and asked him what the problem was. He stated that they basically had a manager who didn't know what he was doing. I replied, "Now you're telling the truth." I told him what we ordered, and we waited again..and we waited, and we waited. Finally the young gentleman comes back out with a cone that looks like it was from a science project, the chocolate was gross. I ask him if he can get me another cone. The other gentlemen that was trying to figure out whose order was whose in the parking lot, came out wit a small cone this time, with the same gross experience. By this time, the other gentleman, the more helpful gentleman comes out and stands by him. I ask him why would he bring me a much smaller cone with the chocolate looling like it does. I asked the nicer gentleman, why my cone looked the way it did. He said something was wrong with the chocolate machine, I don't remember his exact words. I asked him if I could get a large cone, like I ordered, and better looking chocolate. He told me that they would have to make more chocolate and I replied, "That means I have to wait for eternity for that as well, right?" He said, "No, it will only take 2 minutes." I agree and about five minutes later, he came out with the size I ordered and the chocolate looked better, but it was melting. I basically told him that "they" need to get it together because they lost a lot of business that night. He apologized. I drove off with ice cream dripping all over my shirt and shorts. I will never, ever go to this dairy queen again becuase I wish I could say this was an isolated incident, but it is not. I've gone to this Dairy Queen in an effort to give the benefit of the doubt, and the fact that McDonald's ice machine never works, and it seems like it is only getting worse. The only time I have had good service here, was once...

Worst experience ever! Don’t ever go to Royse City DQ! Save yourself the hassle!

This is the 3rd time they have let us down and I just don’t think there is anything that can change how I feel about this location with its current management.

I ordered an ice cream cake over the weekend and went to the Dairy Queen in Royse City to pick it up. Upon arrival, I was informed that they never received my order. They offered me one of the cakes that they did have. Unfortunately, they did not have the size that I needed, so I asked if they could give me the 10 inch regular ice cream cake (priced at 32.99 when ordered) for the price of the 8 inch regular ice cream cake (priced at 28.99) which is what I ordered. They called the GM who then told them I could go to Rockwall (which would add another 45 minutes of driving for me). When I didn’t want to do that with my toddler in tow, they then told me they could give it to me at the 8 inch cake price. While they were writing on it, something happened and we ended up waiting another 30 minutes for the cake to have writing added to it. Upon checkout, he went to ring it up and rang it up as the wrong kind of cake. I informed him that it was a regular cake and not a blizzard cake and he said that they are all the same and the same price. I informed him of the pricing online when ordering a cake and he said that he can’t give me those prices even if I was picking up the cake I ordered. So after waiting with my toddler inside of DQ for an hour for a cake that I pre-ordered 4 days prior, I paid 32.99 instead of the 28.99 I should have paid for the cake I ordered. The online ordering should work! And if for some reason it doesn’t, it should be made right and I don’t think that happened today. I am overly frustrated that I paid more than I should have and that it took so long with no customer service at all. They did not care that I waited an hour. They did not try to accommodate for the situation. And their prices should match online! I am fairly certain he charged me for the 10 inch cake by saying all he could charge me for was a blizzard cake when it is clearly not a blizzard cake.

We have been here before when they said all they could make were mini blizzards because they didn’t have cups, they have had times where they didn’t have ice cream, and now this. I am officially done. We will go elsewhere...

We went in and told them what we wanted. The cashier told us what was on the burger. We ordered and sat down and saw that a small group in the corner were talking and looking over their receipt which had a bunch of red writing on it. They got up with their food and went to the front. Few minutes later, an employee took them a new sandwich. My husband made the comment that their food order must have been messed up. An employee then brought our food. We opened and quickly realized that my husband's, that was supposed to be a double, was only a single. I took to the front and she asked if we just wanted another hamburger patty to put on it and I said yes, so we did. Sat back down, and upon further inspection we realized neither of our hamburgers had the pepper jack cheese OR the jalapeno ranch sauce on it (literally a staple to the sandwich). Took both back to the front. Cashier apologized and asked if we just wanted a new sandwich at this point. We said yes because we wanted hot hamburgers the way they should be and we paid for. We go to sit back down and the manager walks in from outside and asks what's wrong. The cashier tells her it was missing the pepper jack cheese and jalapeno ranch and the manager tells her that she misunderstood her when she was explaining the sandwich to the cashier. I still don't understand bc the commercial clearly shows pepper jack cheese, but anyway, the cashier walks to the table and says she is just going to bring us some pepper jack cheese and the jalapeno ranch as a side. No new burgers. So that's what they did. We ended up with hamburgers with hard cheese (not melty) and a side of jalapeno ranch to put on ourselves!!!! Absolutely horrible customer service on the part of the manager. We came for food food. Not to put together our OWN hamburger!! I don't recommend this place. Clearly they have issues as we weren't the only ones at the moment that didn't get the correct order. We will never go back to DQ. Just not worth...