Dairy Queen Grill & Chill — Restaurant in Superior

This store needs to do better. Complaints don't matter, because they do not care.

This store is not focused on customers, does not care about your complaints, only cares about making sure that the drive-thru times are low so they can look good.

I made an order through the website, not through the app, which is an important distinction. There are no options on where to pick up your order, even though they have 2 parking spots in back for order pickup.

I waited at the drive-thru for about 10 minutes (it was busy, there were a lot of cars in the lot) and I was told I HAD to come inside to get my order. I asked why, but nobody answered me. I already waited 10 minutes, my order was supposed to be ready by now, can't I just get my food?

I have a disability and just had surgery on my foot, so I'm FORCED to go inside and there's even more people inside. My order was "ready" at a certain time, but when I arrived, I had no way to GET my order and had to wait another 15 minutes inside the store while everyone ahead of me ordered.

If you've never had surgery on your foot and your leg, let me tell you, having to stand and wait in line like that is painful and annoying. After finally getting to the counter, I asked the person there "how is this easier for anyone? It's not easier for me" she tells me "that's just the policy, we can't do mobile orders through the drive-thru" and I ask again "well, my order was supposed to be ready 20 minutes ago, this isn't easier or convenient for me at all" and she says "we don't make the orders until you arrive at the store"

So it makes NO difference if you order ahead online, or just order at the store, they still aren't making your order until you get there, so what's the point of ordering ahead?

I submitted a complaint to corporate, because that's the dumbest story I've ever heard.

I received an email back, they sent me a screenshot to explain how it was my fault. Though the screenshots do not say you can ONLY pick up inside the store, it does not say you CANNOT go to the drive-thru. What's the difference? Because they want to keep their times low and make it look like they are being fast and efficient. So I get a screenshot that explains nothing, and I get this "explanation" from the manager -

"The reason we ask customers to pick up orders inside is to try and reduce order inaccuracies due to how our orders get routed to different kitchen screens. The people that prep the mobile orders are also our front counter/till people. They have the receipts and the labels etc.. etc.. The folks in the drive-thru have no knowledge of the mobile order-and what is in that order. This is also stated when placing the order. As shown in the screenshot attached." The best part was, that wasn't even a screenshot of MY order, that was from someone else's order, so what are you even trying to prove to me with this screenshot?

The "different kitchen screens" are literally TWO screens RIGHT next to each other, barely inches apart. Yeah, I'm sure that's SO confusing for your employees to look at two screens.

This is a very small store, the behind the counter area is extremely tiny and there was NINE people working at the time I was there. I think between the NINE of them, they could have figured out which order was mine, but the manger has no faith in their employees and thinks they can't read and can't figure out how to get orders correct.

So to sum up, it's my fault for trying to pick up my order, I should have read between the lines from the screenshot that didn't explain anything and the employees aren't smart enough to know which orders are which, AND don't bother placing an order online, it literally makes no difference between online and ordering in person.

DQ doesn't need to worry about serving me better in the future, I can get ice cream anywhere else and don't have to be treated badly in...

I try not to eat out all that often especially at fast food locations that have just gotten more and more expensive when I've been trying to save money. I spent almost $30 on a dinner tonight to enjoy my dq ice cream fix as well as they're delicious honey bbq tenders basket. I pulled up the worker sounded peppy and friendly (nice job on that) however I really wish fast food establishments haven't started to solely rely on "if its correct on the screen pull ahead!" Since it can be used to make it seem like its the customers fault if the order is wrong considering the normal tender basket looks similar to a honey bbq basket on the screen. Id ask a clarifying question or reask which tender basket meal they said. I know its partially my fault for being tired and only paying attention to the word "tenders" on the screen, but I know I did say I'd like a "honey bbq tender basket". I was super sad seeing dry uncoated chicken tenders and finding out the wrong meal was punched in upon reviewing the receipt. Fries were also not so fresh (happens quite often for me idk y). :/ good job for putting 2 bbq sauce cups in the bag tho I suppose and being somewhat friendly for staff its just the food quality and accuracy needs improvement. I'm just super bummed i spent almost 30 bucks and didnt quite get what i was looking forward to. I think I'll just stick to an occasional ice cream treat from here from now on. Dont wanna seem super rude or nit picky I'm just here for constructive criticism and to offer what I think this location could work on. If food especially fries have been sitting too long throw them out and unless youre in a rush dont put so much down and wait that way quality is better. If you need to park a little more often so be it at least the food is fresh and that's what parking is for. If this is info you already know then its a matter of executing. Additionally most of the chocolate pieces for my blizzard were present, at the bottom of the blizzard so not too much of a biggie but if you want it to look appealing like it came right off the menu board mixing it throughout so its not vanilla ice cream only looking at the top is a bonus for looks. I was worried by just seeing the top of it that most of the cup was going to be vanilla ice cream actually lol. Thankfully that wasnt the case. Explained some ups and...

I work at a group home so everyone has to have separate receipts. I tried to use their app several times and it kept crashing before I could get anything ordered. I tried to call to order, but they no longer take calls during meal times at this location. So I went to the DQ in person to try to order, but since their dining room is closed, I had to go through the drive thru. I told the worker the situation and it turned out he was a manager (Curtis). He said only three separate orders at a time. I had eight people to order for. I asked if he would be willing to make an exception, but he said no, he doesn't allow more than three separate orders at a time. So I had to order three at a time (the ice cream was all melted even before I got the sundays), drop them off at the group home and drive back, circle the block a few times because the line was longer than the parking lot, wait in line again, order three more, and repeat. By the time I got the second round to the group home, the last person had already decided to make something else. I was too frustrated to eat, so I just skipped dinner all together.

The other workers there seemed to want to help me, but Curtis was very definite that no rules could be bent to make this experience tolerable. After the other workers asked him several times, he eventually allowed them to take four orders at once because one of the orders was just a dipped cone. When your employees are the ones being reasonable, you probably shouldn't be the manager.

After that, I was done. It's unfortunate because this not only cost them about $40 yesterday, but I will never take my clients to this DQ again. Culver's has better cold treats and they are willing to work with group homes and our...