Dairy Queen — Restaurant in Victoria

Subject: Feedback on Recent Drive-Thru Experience at the Victoria Texas Dairy Queen on 01/02/2024

Dear Dairy Queen Team,

I hope this message finds you well. I am writing to provide feedback on a recent drive-thru experience at your establishment on 01/02/2024 at approximately 2:22 pm.

Upon arrival, we were welcomed to Dairy Queen, and after confirming readiness to order, my wife and I proceeded to order a fully loaded banana split. Despite confirming the inclusion of pecans, the order received at the first window lacked this crucial component.

When I raised the concern with the server, I was met with an unhelpful attitude, being told that I did not request pecans and wasn't charged for them. However, upon reviewing the receipt (attached as a PDF) and a photo of the banana split taken after receiving it, it was evident that we were indeed charged for the pecans. The issue isn't the absence of pecans but the discrepancy in communication and service.

I understand that mistakes happen, but I believe a more customer-friendly approach in addressing the situation would have been appreciated. The server's dismissive attitude left a negative impression on what could have been a routine and enjoyable experience.

Furthermore, I overheard staff discussing a pair of pants worn to a wedding, which seemed to divert attention from customer service concerns. I believe it's crucial for the team to prioritize addressing customer issues promptly and professionally.

I hope this feedback is taken constructively to enhance customer experiences at Dairy Queen. I appreciate your attention to this matter.

Update: Email reply from a Dairy Queen Representative

Thank you for contacting American Dairy Queen Corporation (ADQ) and bringing your experience to our attention. I am very sorry to learn that you have been disappointed.

At ADQ, we truly appreciate the feedback we receive from our customers. It is only because of fans like you who care enough to contact us that ADQ and its independently owned and operated franchises can improve.

Your comments have been documented and forwarded to the independent franchise owner of this restaurant for their information and investigation. Additionally, I have forwarded your concerns to all appropriate ADQ personnel for their review.

Thank you again for taking the time to share your experience with us.

Best Regards,

Brent Fan Relations Specialist American Dairy...

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