Dairy Queen Grill & Chill — Restaurant in Shelbyville

I never leave bad reviews. I work in retail myself and understand there are always one off situations. But on Thursday I went through the drive thru to order my food. I got the $7 meal deal I asked for a cheeseburger (normally comes with ketchup, mustard, and pickles) and I specifically asked for no mustard. I was the second car from the window and I see the worker at the window hand the car a half melted strawberry Sunday with a black X on the side of it and a small bag of food. The car then hands that same Sunday and that small bag of food back. The drive through employee then takes the straw berry Sunday and hands them a chocolate Sunday and a different, larger, bag of food. I get up to the window and pay and they hand me the exact same half melted strawberry Sunday with the black x on the side of it and the smaller bag of food that was just handed to the car infront of me.

I asked him if this was the same food he just handed to the car infront of me and he said “what? Oh no we made your order fresh” I didn’t want to argue so I said okay and drove off. The receipt even says no mustard and there was mustard on the sandwich so I pull around the store and park and go in to just get a different sandwich with no mustard. The gentleman at the front counter took the burger from me, handed it back to the worker on the line, and told him he needed a burger with no mustard just pickles and ketchup. The worker on the line grabbed a rag. Not a paper towel. But a rag. Wiped the mustard off, then put more ketchup on the sandwich. Wrapped it in the same paper that still had mustard on the sides of it. Then proceeded to hand it back through the window and that’s what I was given.

I called in to speak to a manager because the gentleman at the front counter said the manager was on break when i asked in the store to speak to one. When I was connected with the female manager via phone call she told me I could come back and get a new burger. I told her it wasn’t right that my food was not only handed to the wrong person but when I asked for it to be fixed they took a fabric reusable rag and wiped the mustard off the burger then handed it back to me. It was unsanitary and disgusting. She said she knows but that’s all she can do.

This was the second time I got my burger back. I was not upset with the wait time. I was not upset going back in to ask for a different burger. I’m frustrated how unsanitary and disgusting it is to use a reusable cloth and wipe somebody’s food off with it then give that same burger back to somebody.

It would be nice if somebody from Dairy Queen quality service team would reach out because I’d love to request to review camera footage with them and see how they think...

EDIT: I am updating and raising my current rating for the daytime service today, 5/18/23. Thank you to the associates working today! I didn't eat the food, but it smelled great. Order was ready and packaged safe/secure to go. When another associate saw that I had to wipe down the blizzards order, she saw and started helping me so I could carry that with the food order.

Your service on this order was delivered to a very grateful DQ customer, who was on a job site. 😀

Maybe this is just a pm issue, but that is not a good.

Just want to share that for every bad review (which i dont enjoy doing) I give over 30 great reviews for businesses of all kinds. I think a Googler is usually very trustworthy in their opinion, and not just someone being petty.

PRIOR EXPERIENCE: This part is based on a visit in the pm on 5/13/23.

MOD? Check the CCTV to verify my review for times of the order. Issues: No greet No offer of help Long wait for food that was sitting under hot lamp ready. I was just standing a long time at the counter, finally I had to ask for some help.

Very disappointed. Waited patiently then I finally just asked a nice kid assigned to the front cash wrap, if he could help me.

Doordashers are there to pick up customers orders who are just as important as any paying customer.

A door dash person should not have to find the blizzards in a freezer for an order and then figure out a way to carry it all.

Also, these items are supposed to be sealed by you guys, not anyone else. All other nights of the week it was done that way.

The manager did nothing to help. I waited 20 minutes while all along the blizzards and orders were ready.

I did inform my customers and Doordash of the experience there.

I will keep this updated and I wish the franchise owner well and hope this improves for...

Wow. Just had a superiorly bad experience at this Dairy Queen location in Shelbyville, KY. Went through the drive through tonight at 8:30 PM. At first when we pulled up we were greeted decently and asked for an order and I responded with just give us one second please and then not 30 second later, again, asking us for our order and me responding with just one second please. A minute goes by and she’s anxiously asking us to put our order in so she can be done with her job, so my wife orders a scoop with sprinkles and she responds with “we’re out of regular sprinkles. Are the Christmas sprinkles fine? “Yes that’s okay” responds my wife. Then I ask for a pumpkin pie blizzard with the addition of brownies and she responds with we’re out of brownies and whip cream. I then ask if there’s anything they can sub for the brownies or whip cream and she says “no”. I respond with “you have nothing you can substitute?” and she responds with “no”. This is bad & lazy customer service that not only hurts the store but also the brand. We pull to the drive through window and it’s a young lady slouched over the front counter on her phone who’s talking to us on the drive through mic. Wow. People are so lazy these days and this Dairy Queen especially gives very little customer service. I’m wowed by the fact this girl couldn’t at least offer something else. If you don’t want to work for people find a job outside of this...