Dairy Queen Grill & Chill

I took my family to this DQ location because we had coupons and my kids were excited to enjoy a night out.

We arrived at 8:10pm and stood waiting at the counter until 8:19pm before we were called up to have our order taken even though there were no customers ahead of us waiting to order. When I presented the coupons, I was told we were not allowed to use more than one coupon per group despite the fact that these coupons were for different items and we offered to pay for each item separately. When my son said we were allowed to use more than one coupon per group before, the cashier decided to try using the coupons, and they were all accepted.

We placed our order (#59) and my oldest daughter placed another order immediately after us (#60). We stood waiting for our order from 8:20pm until 8:48pm before we were given our food. Yes, they gave us our ice creams before that, which also meant that my kids were cold and tired from standing and waiting while consuming ice cream before their actual dinner arrived.

When order #59 was brought out, we checked it and it appeared we had the correct order. We then proceeded to wait for the rest of my daughter’s order (#60) until 9:02pm when the cashier seemed confused about why we were still waiting. I explained that we were still waiting on the chicken strips for my daughter’s order only to realize they had never charged us and that order was not started. The cashier offered to charge us for them and get it started, and I declined and told her it was because I was not willing to wait for another 40 minutes for a chicken strips basket. I let her know I would be putting a negative review online because this is not the first time we have had a very poor experience at this DQ location. She argued that they had asked for another employee to help them during the time we were waiting. When I said that that did not matter, she interrupted me and said it did though because they were trying to get help. I explained that I was not mad at her, but that I wanted her to understand that it was not acceptable to have customers waiting this long, and then I thanked her for listening. I gave my daughter my meal so she would have dinner and later realized that the fries were soggy and undercooked. No one wanted to eat them.

Additionally, I observed the following:
- It appeared only two employees were present when we arrived, which was clearly not enough.
- Customers at the drive thru were served more efficiently than customers in-store.
- The employees were not always visibly engaged in their work, and there were multiple times we and other parties waiting wondered out loud where they went.
- The cashier did not repeat back our orders to confirm they were correct. If she had we would have caught the error of missing the chicken strips basket.
- At no time did anyone apologize for the long wait.
- We observed the employees removing food from bags and getting it started, indicating that they were not prepared to serve quickly and were just barely getting ingredients out of storage.
- DoorDash orders were filled before in-person orders.
- Multiple groups of people left after waiting in line to place an order for excessive amounts of time.
- Other customers asked if the DQ was still open because they didn’t see employees present for an extended period of time.

I have loved DQ since I was a kid, and this is not consistent with my past experiences at other locations. It is consistent with previous experiences at this location, and I will be going to another location from now on. The least the employees could have done would have been to apologize and communicate with us about their process, or to have someone working who knows how to take feedback from customers and not argue with them.

Atmosphere: 1

Food: 2

Service: 1

No one in line no one in the drive thru and waits with no end, no one greets you while waiting in person. I'm really shocked how bad the service was and am surprised this place is still open.

Atmosphere: 1

Service: 1

I don’t know why I waited so long in the drive through but I did for 45 mins for ice cream…. But the employees here need a hard reset and training in how to preform any kind of customer service. They even forgot I was in the drive through! I saw many people behind me ended up leaving so this store has potential to be good and make money but the people running it and managing it are not good and should be booted as it seems this is a normal occurrence here.
As I got my two blizzards the person at the window apologized for the wait and said “ the person that makes the blizzards went to lunch so that’s why we didn’t know”. Makes no sense since I waited 45 mins just for my order to be taken. Again I don’t know why I waited so long I should have just left. I will say the ice cream blizzards were good and cold so the food is not the issue for me.

Atmosphere: 1

Food: 5

Service: 1

If you like to stand around and wait to order your ice cream. 8:30 on the evening seems to be the time for you. Only two people working a min. of a three person shift. Use the drive-through….

Atmosphere: 2

Food: 4

Service: 1

2nd time in a row ive gone here and the employees have looked at me and ignored me. Rang their little bell and was ignored. Last time they eventually took my order. Shorted me food this location needs to figure it out or I cant imagine they are going to be here for long.

Atmosphere: 1

Food: 1

Service: 1

Please help your crew out, they always seem to be understaffed, overworked, under paid smh...

It is obvious that my review is not any different from the rest of the experiences. This is THE WORST run dairy queen I have ever been to. There is another DQ ten min further into eagle mountain that is much better run and I will only go to that one from now on. There have been times that we have waited in line for 45 minutes IN SIDE- and could see the workers playing grab ass while there is a crowd waiting for their food or waiting to order.
Tonight we showed up around 7:48 fully aware that they close at 8. The line had 3 other cars- and one truck abandoned the line which wasn't a good sign- but it really is typical here. Each order was taken- the car pulled forward, paid, waited and left- each order took about 6 minutes. This continued for 3 cars- then we pulled up at 7:57. We were greeted, a few min later- still no order taken- and we were assured that we would be taken care of shortly- reassured one more time so we continued to wait. At 8:05- a female voice told us that they were closed. So we wasted a lot of time waiting and being reassured to get nothing.
This is so poorly run, their timing is terrible- as someone who worked at a dq as a 16 yr old- i remember taking 3-5 orders at a time, having a 3 min limit on wait and making customers a priority to get them to pay and leave happy. There is zero training on being efficient. Who trains these kids? Who manages this store? Im constantly shocked at how horribly its run and there are 438 2.7 star reviews to back up every word i am saying. I dare someone from corporate to do an order at this store at a prime time and truly see how incompetent they are as employees, management and a store as a whole. It really is embarrassing for dairy queen as a company to have one franchise run this horribly.

Atmosphere: 1

Food: 1

Service: 1

It used to be good when it first opened but now it's super slow, they need to close this store down for good.

Atmosphere: 1

Food: 1

Service: 1

Everytime we go there it takes FOREVER to make it through the drive-thru. This past time we waited at the order menu for ten minutes and they never asked to take our order.

Service: 1

They gave me the wrong order when I paid extra smh.

Food: 2

Service: 1

You guys suck at your job. There’s two cars in the drive-through took me 30 minutes, not even to get an order out.

Worst DQ experience we’ve ever had, and we’ve been to many across different states. All we wanted were two Blizzards — that’s it. We went through the drive-thru (mistake number one). It took at least an hour — no exaggeration — just to reach the window, with only four cars ahead of us.

My husband ordered his usual, the Strawberry Cheesecake Blizzard, and I ordered the Choco Brownie Extreme. What we received was not even close. His had dipped cone chocolate in it and no taste of strawberries at all. Mine also had dipped cone chocolate mixed in, which isn’t even supposed to be in the Choco Brownie Extreme. It was missing the cocoa fudge and choco chunks completely — basically the key ingredients that make it what it’s supposed to be.

After waiting that long, the least they could do is get the orders right. Easily the worst DQ we’ve been to — very disappointing.

Save yourself the time and disappointment, go to Handel’s.

Food: 1

Service: 1

I went through the drive through to get a cupfection. It has vanilla ice cream, brownie, Oreo, hot fudge, and caramel. We waited almost 45 minutes just to order and get the ice cream. I asked for it with chocolate ice cream and no hot fudge since it melts the ice cream faster. They gave it to me with vanilla ice cream, no fudge, no caramel, and added marshmallow fluff. The brownie was stale and crunchy, and ice cream was melted, not to mention there was barely any ice cream anyways. My family ordered ice cream cones and milkshakes. The ice cream cones were half the size they were supposed to be, and the milkshake was almost completely melted.

Atmosphere: 1

Food: 1

Service: 1

6 month UPDATE: Tried here one more time after this review and the experience was just horrendous again. If you want a good DQ experience go to the one just down the road it’s much much quicker.

As for this DQ, we waited for 35 minutes for a few ice cream cones. I’m pretty sure my dog could figure their jobs out faster than these people. We got our cones and the large and medium were identical size. This entire place seems like a giant scam or extreme lack of training. If I had to guess the owners just don’t care.

The wait times here are an absolute JOKE. If you are ok with waiting for 20+ minutes with only 1 car in the drive thru this is the place for you. There is another one out in city center eagle mountain and that's the one you want to go too. This last visit will be my last visit here.

Atmosphere: 1

Food: 2

Service: 1

After waiting for over 30 minutes for 4 blizzards, and having to ask them to remake 2 of them because they did them in the wrong size, I honestly don’t understand how the ice cream was the consistency of soup. It was sloshing around in the cups and we had to slurp the sides to keep it from spilling over. Definitely couldn’t have done the flip test. They went in the freezer once we got home and still weren’t solid after an hour.
Then there’s the sanitary issue. An employee showed up and walked in the back without washing hands and started picking up ice cream cups to take to the drive-through window and some had spilled on the side of a cup and I watched her lick her fingers and proceed to hand it over. Still never watched her wash her hands.

Food: 2

Service: 2