Dairy Queen Grill & Chill — Restaurant in Santa Rosa

Shocked to learn i can not order my child a chicken wrap, french fries and a milk. Chicken wrap is only allowed to be served with a banana and a water! How in the world MUST it be ordered as such with no modifications! Impossible to understand how the staff would not accommodate my requests. We canceled our whole order and left very upset.! Add on top that when i requested a refund i was given less cash then what was charged on my card from my original order! """adding this next part as a full post and complaint to corporate""" On 9/25/17 @5:24 PM, my family and I stopped at DQ Grill & Chill on Rte 66 in Santa Rosa. New Mexico. Walked inside to view the menu on the wall. Went to the counter to order and was informed I was not able to order my child a Chicken Wrap, side fries, and a milk. I was told I could only order the chicken wrap a bottle of water. Ok, I’ll order a milk separately. We finished our order and sat down. Then I walked back up to the counter to ensure my child would get a side of fries with her chicken warp because I did not see it on my receipt. I was told that NO, the wrap would come with a banana. If I wanted fries I needed to order one of the other items like battered and deep-fried chicken strips. I explained that the menu above shows I can choose 1 item from each category for a kid’s meal. The clerk retorted with the Chicken wrap is part of the “Kids Live Well” program and cannot be modified, only served with a banana and a water. She pointed to the picture menu on the counter, showing a chicken wrap only an option with water and a banana. So, because your store shows this item differently on the counter menu you will not honor a customer’s request for items on the wall menu. I am appalled. This store would NOT allow me to order a chicken wrap, French fries, and a milk. Why not offer them as “al a carte” items? I would have paid for the difference. Unheard of! I was not able to get the dinner I knew my daughter would eat. After the refusal from the staff I requested a refund. I paid with a credit card, but was told I needed to be refunded with cash. Ok, fine. However, I was refunded less the amount charged on my card. I paid tax on my original order, but was not refunded the tax when I got the cash refund. Ridiculous! It was a heated exchange, and caused elevated blood pressure and anxiety for hours. I wonder how Dairy Queen can operate in this fashion? This staff believed there was no way they were allowed to serve a kids chicken wrap with anything other than water and a banana. Clearly the menu above offered the option. Either this staff needs retrained in customer service or Dairy Queen needs to modify their signage. We were all very upset with this visit and will not be returning to this Dairy Queen or any other in the future. It has taken me a few hours to get to calm down enough to write this. I hope Dairy Queen reads this and can correct this problem. Thank...

I've worked at a restaurant before. So right off the bat, what's wrong with this place is management.

Your employees were stressed even though not a whole lot of people were there.

Not just my family's order was wrong, several others recieved the wrong items and it was a pain to get it fixed. It should not be hard to correct your mistake.

Better yet, train your employees more so they don't get put in these tough situations. Or even better, MANAGER PRESENCE. Not once did I see a manager out helping deal with customers. Was there even one there?

The place smelled awful- definitely should have taken this as a warning and left.

So many flies...even the flies know this place stinks.

ALL the tables were dirty. I'm talking crumbs, spills, and more. Like these tables hadn't been wiped down in forever. I've done bussing, its not that hard to clean a table. Which, I got a wipe and cleaned off the tables my family used. You're welcome. At least the next guests will have somewhere clean to sit. Also your ketchup bottles were empty. It'd be nice to see them full.

This place really put the DQ franchise to shame. Ive seen even smaller busy DQs excel larger ones. But this location needs serious intervention.

Please retrain management or hire new managers. Someone needs to be present here to help things run smoothly. I understand it's probably difficult to find people to hire, but putting in a little extra effort would be a huge improvement here.

Its hard to say if the food was even good because the rest of the experience was frustrating.

Management is key. I hope what I've said is taken into consideration, I'd really hate to see a DQ location lost because of hygiene and management issues. They are easy fixes....

So first things first. I ordered a #6 meal crispy chicken no tomatoes and a med Oreo blizzard as well as a second chicken sandwich no tomatoes and extra mayo. Check out the pictures obviously not what I ordered. I walk in and as I begin to order the apparent manager rudely says is that yours. I had no idea what she was talking about and I politely said I'm sorry is what mine thinking maybe I dropped something. She responded and says that out there. I respond do you mean my truck and camper? Yes that's ours. Mind you I had already begun ordering my food and she interrupted. The manager then says you can't park there. You need to go in that lot(no signs no nothing that said we weren't permitted to park there.) We were completely out of the way and were not impeding the flow of traffic or business. Anyway, I said to her I'm just ordering food and going. She even more nastily said that doesn't matter you need to move. I finished my order and paid. I was then informed it would take 10 min. That should have been said at the time of ordering but the manager was more concerned about where I was parked which we promptly Parked in the area we were asked to after I finished my order. And we had no problem parking elsewhere. The problem is she was rude crass and unprofessional. Had she politely said to me your food may take a few extra min. Could you park in this area over there I wouldn't be so upset. Also there's no way the food was fresh we got cold chicken and cold fries. No extra mayo and rotten tomatoes I would give less stars if I could as the food was wrong and cold and manager is unprofessional. Was were also charged full price for the blizzard instead of the upgrade on meal. So we also got ripped off a...