Dairy Queen — Restaurant in San Antonio

I live a block down and was told the store closes at 10. Both the lady on the phone and i agreed that if i am only 2 minutes away that i should make it fine, i know this is pushing it and kind of dick but i really wanted some ice cream before i went to sleep, so i was nice enough to call them to ensure they could serve me, i ended up at dairy queen ~9:55. I was already in line behind other customers and they turned out the drive thru light. I explained to them that i had called before and they said as long as i get there before 10 they would serve me. Now they say that when they turn the lights out they stop serving people. I honestly was frustrated and wanted to file a complaint since what was told to me was not what happened when we showed up. This is where it gets completely out of control.

I talked to them about the inconvenience this caused and asked to speak to the MIC. I ended up with a very rude individual named Veronica who said that essentially the policy is that if the lights are out, they stop serving food. This is after i called and asked them if they stop serving at 10 PM. I explained to her that it would have been nice to know their policy about the lights, as well as let me know the time it was there and i wanted to file a complaint with corporate. I asked the number and she gave it to me. I asked her about the policy and if it was across all stores or just that one. She gave me the number to corporate, said "Have a nice day" and hung up the phone in the middle of us talking.

I called back since i never got to get her name. I got no answer several times then a busy signal so i was for sure they were ignoring me. I persisted somewhat since i know they have to answer the phone and i said i wanted to get the name of the manager i was speaking with earlier. She says something to the effect of, her name is Veronica, and if you do not stop calling we are going to file harassment charges.

Constructive customer feedback about policy is not harassment, it is not trash talking, it is not a personal attack on your being. This is completely unacceptable to threaten a customer with legal action after they are simply expressing frustration for a policy they do not like and wastes their and others time. They told me i was being belligerent when i absolutely did not raise my voice or curse once in this conversation (which is a miracle). I was simply trying to file a complaint properly and she didn't like that in my humble opinion.

I will absolutely not be using this or any other DQ in the future, too bad i grew up around a DQ and i really do like the food. The management is completely unbearable and unprofessional though.

I told them if they wanted to file harassment charges to go ahead. Too bad people cannot take constructive...

I'd like to start by mentioning that I was a hotel/restaurant manager for 13 years and then have been a small business owner for the last 5. I COMPLETELY understand that unexpected things happen and that it can interrupt business. Apparently, that is what happened today. I don't have an issue with that at all. What I have an issue with is the way the employees handled the situation. They are scheduled to open at 10 am. I came at 10:16am and sat at the drive-thru speaker. When no one answered after 5 minutes, I pulled up to the window. At the window, it was obviously locked with a padlock, but I could see an employees inside. I waited while I saw an her walk to the window turn and go into the back. We made eye contact, but even then, I thought maybe someone's late and she doesn't want to open with no one else there. I pulled to the front, and the door was locked. We knocked, but no one answered even though we could see several employees moving around. Another woman pulled up and said her daughter worked there, and she then proceeded to knock as well. No answer. She then started knocking on the window all the way down the building. Eventually, she caught her daughter's attention, and her daughter came out. The daughter said that they were closed. It was almost 10:30 am at this point. She had the manager come out. The manager explained that they had had an oil spill this morning and had to properly clean it before they opened, and that corporate knew. I asked for the offices number. She made me stay outside while she got the number. When she got back, I explained that the situation wasn't about the spill it was about everyone ignoring us and not explaining the situation. There could have been a note on the door or at least acknowledge us while we were knocking. The manager proceeded to argue with me that they were cleaning and couldn't open. She obviously didn't understand the concept of customer service. She then said that they would be open in 10 minutes if I wanted to wait. At that point, I was now late for an appointment. The manager walked over to the car of the employees mother, who was still sitting there, and proceeded to say while I was standing there,'I don't know what that was about. It's always something'. I'm new to this area and was excited to have a DQ so close to home, but I won't be...

ROACHES!

After during around town for hours. I offered my daughter an ice cream. Dairy Queen was right around the corner so I parked and went in. I ordered 2 blizzards, a banana split and a hunger buster. I got my number a sat down to wait for our food. While waiting the manager cam over and asked if I wanted my ice cream with my food or after. I thought that was nice of her to ask. I said after. Continuing to looking around the restaurant my eyes fixated on the other side of the booth we were sitting at. There was a roach who was also waiting for our meal to arrive! This was on of those roaches long and brown that drop eggs and where you see one you know there are hundreds more. I quickly got up and asked for every thing to go. As I stood by the counter I noticed the uncovered blizzard toppings. And remembered how that roach casually walked around my booth. I cringed even more. Trying not to let my ( imagination ) get away from me while eating my burger and chewing the hard textures of picked and tomatoes in my burger I stopped and dumped all of the food. After looking back the strong overwhelming smell of Human urine in the parking places at the entrance should have been a warning sign. I know not every dairy queen is managed like this one, but if you are carving Dairy Queen this is one location that fore your sake and the goodness of your children that you should avoid at all...