Dairy Queen Grill & Chill — Restaurant in Virginia

Poor service, combative customer service, poor quality product.

I put in a mobile order and went to the drive thru to pick up. Waited behind 2 other cars, got to the window. Was told to pull forward and wait as they were busy. Thats fine. 20 minutes go by, I call the store because the app says my order was completed and at least 5 cars pulled through behind me grabbing bags of food. Obviously, im now concerned. Instead of making it right, I am immediately met with criticism for calling at all.

The employee that answers tells me that there are people in front of me in line from the lobby and I have to wait. Apparently, 20 minute waits outside of the drive through line are common here. They have no explanation why smaller orders are being filled and my order of 9 chicken tenders is taking so long. The employee offers a full refund- I got the ice cream from my kids and they are waiting for it, and Ive already waited, so no, I don't want a refund. Why even ask that?! They eventually bring the food. It is simultaneously cold and burnt. The ice cream is melted. Several items are missing or smaller portions than ordered.

Mobile orders appear to be the lowest priority at this DQ location. Why offer the app at all for loyalty rewards if the restaurant treats those customers as less than? What a...

Sereen is the worst cashier i’ve ever encountered. i usually have a great experience at this location, but last night was a real let down. i came in with my brother and sister, and we ordered a cheeseburger combo, fries, a drink, and two ice creams. sereen seemed to barely pay any attention to our requests, and she unsurprisingly put in the order wrong. i asked to look at the receipt and there was no cheeseburger combo, and instead an extra drink i didn’t ask for. we started another order with the combo, but my brother never got his blizzard. when we were filling our sodas, we found one of the machines broken and both of them out of ice. as we were waiting for our food, i noticed an order that looked a lot like ours sitting on the shelf for a long time before she did anything about it. after a good ten minutes, she gave us our order on a tray, when we had asked for takeout. when we asked for a bag, she handed us the bag. i gave her a confused look and she said “oh i guess i can bag it for you.” i just took the bag and bagged it myself. the fries were cold, and she handed us a milkshake with no whip cream. we asked to get whip on it, and she said “oh this is someone’s else’s.” there was no one else waiting to pick up food… Please just fire Sereen. i have no idea how someone can be this...

Prior to coming on Saturday night, 10/4/25, I checked reviews on this place and saw how in the past year, customer service was "panned" from a bunch of fair and negative reviews. However, we had D.Q. gift cards to use up and I decided to take a chance and come for myself anyways. I want to report that management DID read the reviews and RESPOND because the staff and service from my visit was very friendly and attentive! I had NONE of the experiences with service that past reviews mentioned. Food and ice cream was delicious for all my kids, wife and myself. This would certainly make me come again if I'm in the area...and I live in Northern Henrico.

Only downside was I was looking forward to being warmed by the fireplace (that I had previewed in Google reviews) this particular crisp, October night and it wasn't in use at the time. Also, the large ceiling fans in the restaurant made things a bit chilly for the family. I'm sure it was a warmer day earlier but the temps had dropped. Grill & chill, right? Haha...still a pleasant experience,...