Dairy Queen Store — Restaurant in Waterford Township

*Update : Taking the high road would be having integrity to fix a problem when your store serves a product that is of poor quality. And to have integrity when it comes to customer service. What you took is the opposite of the high road.

Awful service and ice cream at this Dairy Queen.

Last visit…Ordered a large blizzard with strawberry, fudge, cone dip, and pecans and something in it was very bitter…overwhelmingly bitter. I had come through the drive thru at about 8:55 PM and called the store at 9:01 PM and told the worker this and asked if they could remake it without the pecans to see if that would help. (I wasn’t sure if that was the problem, but felt like it might have been the pecans). She said they were closed and that she couldn’t remake it. I asked for her to have a manager call me the next day regarding a refund, and she said “she wasn’t sure if they would give me a refund but if they would they would call”. I requested a call regardless. I then went up to the White Lake Dairy Queen (which is open half an hour later) and purchased a replacement there that tasted just as it should. Their staff are always friendly and helpful, Waterford’s night staff are teenage girls with bad attitudes, they’re never friendly, and just have a “could care less” approach to customer service.

Once I finally spoke to the owner, Garret, long after the incident (That I never received a refund for), he was rude and highly unprofessional. Cut me off, wouldn’t let me get a word in edge wise. I told him that it’s bothersome as the owner that he doesn’t seemed more concerned that his night staff are unfriendly and unhelpful, and that they served me a blizzard that was inedible and bitter. It’s still sitting in my freezer, untouched, and I simply requested a refund on it. He said the conversation was over and hung up on me. I called back and asked for the contact information of his district manager and he refused to give it to me. He said he didn’t want to speak any more about it, that “he’s at work and how would I like it if he calls me while I’m at work tomorrow and we can talk for twenty minutes about it.” What a shameful excuse of a business owner. He’s lost not just my business, but the business of my entire family as well.

Luckily corporate sent a $10 gift card (which I took to White Lake, as I will never return to the Waterford Dairy Queen)…. But I am still appalled at the ownership of this...

Mackenzie and crew just had three people walk out of their lobby and go to other ice cream stores due to mismanagement and poor customer service. 10/6 750p - watch the tape ownership. The drive through line was long and there wasn’t many in the lobby so I parked and went in. It was taking forever and no one was coming to the window and I saw at least five different employees. I saw the car that arrived after me and got in the drive through leave with their ice cream as the line began to get serviced in the lobby. I remained patient as I thought the cashier would keep taking orders as she touched money and the trash can in the lobby. Instead she began to make ice cream without washing her hands. The person behind me said, “I’m going down the road,” and left. I then approached the counter to speak to the employee with a headset to ask if someone could serve the customer in front of me and me, that we had been waiting a while. She first looked at my dumbfounded that I would speak to her and then said, “There’s only one person working the counter,” than started talking on the headphone, ignoring my request from her manager. From behind her, the girl making ice cream with unwashed hands said, “I’m the manager, what’s the problem?” I was taken aback by that response and whom the manger was because she wasn’t following health department regulations and asked me what my problem was instead of how she can help me. During all this, the customer in front of me stated, “I’m going somewhere else,” and left. I explained to the manger that the drive through line was long, so I came in the lobby and that the drive through was getting serviced but not the lobby. She stated that was because someone ordered six hotdogs in the drive thru so she left the front counter to make those…. I asked her why if her response to the delay was because only one person works the counter, why did she allow a five person line to accumulate in the lobby over ten minutes while she worked a drive thru order as it resulted in two people leaving. To which she said nothing. I got her name, Mackenzie, and let her know a third lobby customer would be leaving. They retained 2/5. And I haven’t even said enough about the lack of hand washing. I’m literally waiting in a longer line at Mr. C’s down the road as I write this because I’d rather give me time and money to any shop, but this one. TIME FOR RETRAINING ON CUSTOMER SERVICE AND...

Yes this customer was paying, and your business served a product that was overwhelmingly bitter in flavor, and you refused to remake or refund, thus stealing the money you were paid. A refund or remake was requested within a few minutes of receiving the item. You were the one who was completely unreasonable. Corporate had to fix the problem. And you’re more interested in going back and forth on Google reviews than you ever were in fixing a problem that would have been very easy to fix. A simple refund in exchange for a return of the unconsumed ice cream would have sufficiently done that. That’s all that was ever requested, in a very kind manner, let it be noted. Instead you were rude and unreasonable. Not the way a business owner should operate. But you still have a line wrapped around the building in the on season, so I know you could care less. It’s a bummer you don’t care more about integrity and providing good customer service, but at this point I had long forgotten about it — have received nothing but the best both in product and service at White Lake — until you decided to leave a rude comment on a review left months ago, and possibly leave a phony review on my business?...