Dairy Queen Grill & Chill — Restaurant in Soldotna

To whom it may concern 8/12/25 I went in to the soldotna, Alaska location at 44669 Sterling Hwy Ste A, Soldotna, AK 99669. I live 3+ hours away and grew up in Kenai where all my family still resides. My mom placed an order for an ice cream cake that Sunday 8/10/25 in person because they do not take orders online only in person. We wanted a simple picture to be hand drawn in and they said it wasn’t a problem when I had called and talked to them before my mom went in to order it. The pickup was set for that was 8/12/25. I paid in full 40+ dollars (and they still did not inform me they were not able to put the image on) prior the day of pickup so all she had to do was pick it up but to her surprise they told her that they couldn’t print the picture out and no longer drew on the cakes due to being understaffed. I understand to a degree yet now I am left scrambling to get another birthday cake. If they had communicated properly I could have had one of the Dairy Queen’s where I’m from print an edible picture and had them put it on when we were to pick it up. I left my number with one of the employees there for the owner of the Dairy Queen. A few hours later someone called with no caller id and I answered. It was supposedly Phillip Ischi though it sounded more like a 19 year old not an owner of a business. I told him of my grievances and then he gave me a sappy excuse on how he was understaffed and the people who work there are under trained. He complained about how business was like when we were going through Covid. Phillip then kept saying that it’s just an ice cream shop several times, yet his business is called Dairy Queen which is a large corporation and has standards that he should abide by in order to use there name. If it’s just any ice cream shop then call it something else. I asked for a 10 dollar discount for the inconvenience of having to now find someone else to either print the picture or hand draw it on an ice cream cake with just a day’s notice. He showed no remorse and his apology was hollow. He said he can’t do that because he has bills to pay at the end of the month and asked if he could send them to me. He lives in a 700,00k+ house yet he can’t compensate 10 dollars for his lack of training new hires and not communicating. He shouldn’t be in business and Dairy Queen should not allow such behavior to...

Driving from Anchorage to the Dairy Queen was a once a month treat while living in Anchorage 95-02. So while here with family I had expected to drum up some good memories, have a meal and a blizzard. After waiting for a good bit, they called my name and I noticed that my order was not complete. The Manager “Phil” had called my name and I mentioned to him that what I had ordered was not there. He asked me what I had ordered. I told him and had a seat with my son. After about 10 minutes and hearing other folks names being called. I went up to the counter. Phil, whom says he has no last name, asked in a very abrasive manner,”Donyou need anything?” I said that I was missing the #1 and asked if it was being prepared. He responded in a most rude way,”Are you gonna pay for it?” I said well I thought you were making it and I thought a kind gesture was to comp it, being that we had been there waiting. He went on to explain that they have too many customers and training going on. That mistakes happen. I told him I understood. However, felt for the delay and no actions being made make it right. I asked if he would comp the meal. He again with an abusive tone said,”Are you gonna order anything.” I said that I did and that’s what I’m waiting on. He again reminded me that I hadn’t paid for it and said that he needed me to leave the dining room. And that he was calling the cops. I went back to my table where my son was eating and said that we had to go. Although he hadn’t finished his meal or blizzard. So I went to the counter and asked for the managers name and he, The Manager said,”It’s Phil.” I asked what his last name was and he said that he didn’t have one. So then I asked for a card for the district or regional manager and he refused it. I asked again and he said well this is on you, I’m calling the cops. So we left the establishment. This Dairy used to be such a joy to go to. It appears Josh missed the class on customer service and lacks the ability to handle a managerial position. He was clearly frustrated, overwhelmed and had zero training in conflict resolution. We will never step foot in the Soldotna Dairy...

Went though the drive through and ordered kids meal, two chicken sandwiches, #6 cheeseburger meal. Haven't had a cheeseburger in MONTHS. Couldn't wait to eat a yummy cheeseburger from Dairy Queen. And I get all the way back home to find my cheeseburger at the bottom of the bag squished. And then I opened it up, the bread is sooo hot, clearly is was in the microwave for way too long. The bread was soggy from the heat. Completely unhappy, I called Dairy Queen and spoke to a young man. And he said I could drive back to replace it with a new one!! Wow.. waist my gas to drive back there. I was just there and you'll replace this one and not even offer to give my money back as a consolation of bad service and gas money... I get there in hopes to fill out a complaint form. The manager that is on shift makes me wait and then finally he come around 5 minutes later and I realize this is the young man that I talked to on the phone. He stated he didn't have a complaint form and I asked well how do I get a hold of the owner and he said HE WAS one of them. I was shocked.. Number one rule in the food industry is keeping customers happy!! Cause its the customers who make your business. after already explaining what happened to him over the phone, that's his way to satisfy a customer?? I asked him did you see that burger?? He said no. And I asked him "so you really don't care?" and he said well what do you want me to do, I offered to replace the burger that you bought... Its not rocket science..... Return the money as a consolation for gas burned. And give out a free burger and if you really want to satisfy your customers. A Free Meal....... But obviously customer service isn't a priority.

At least the fries were good, and my diet Pepsi. Thanks Dairy Queen for ruining my excitement to eat a yummy cheeseburger and wasting my gas to get a refund.. Fun experience.... that will never happen again.....

Poor Poor Ownership and Satisfaction.... Lousy...