MP
Michael Price
Aug 24, 2026
I do not offer this review without consideration or based on one visit, but feel compelled to offer this feedback based on several visits.
While I've had less than positive experiences before, I'll start off with my experience at this store six weeks ago. It was a Sunday night at the store, and it was very busy with two dozen people in the store and at least a half dozen cars in the drive-through. I can empathize with busy nights on the weekend; I don't expect quick service when the circumstances simply won't allow for it. But there is busy, and there is sheer chaos, and on this night there was sheer chaos. In the more than half an hour I stood waiting for an order, I saw them print out my receipt twice and then throw it away, leaving the order unfulfilled. I wasn't the only customer to have this experience; there were others in similar situations. The bulk of the staff haphazardly went about their work, some with little to no sense of urgency. Sadly, one person went on a break near my arrival, came back a half hour later, and then promptly informed the rest of the staff they were clocking out and going home. Suffice it to say, this was one of two moments those in the lobby had the chance to see the staff yelling at each other. The processes in place with the staff looked to be nonexistent, and there was no clear manager present. At one point, a member of staff said loud enough for everyone to hear that she wanted to close the store and just go home. They went so far as to lock the door leading to the parking lot (although still taking orders through drive-through), forcing people leaving the lobby to have to leave through the door leading to the drive-through lane itself. There were other items to mention, but as this review covers multiple visits I'll move on. After this visit, I made a complaint online, from which I received the proverbial auto-response from corporate with an ambiguous apology for the experience. The next day I did receive a phone call from a manager who was grumpy that he had to clean up witht mess at this location even though it was not his store. For the time we spoke on the phone, he spent more time whining about his problems more than performing functional customer service. He said it should get better at this location, though, as he was having to give up one of his best GMs who would take over the Rosemount location. I figured the next visit would be better.
Unfortunately, though, at my next visit, there was a sign on the door saying they had run out of ice cream. Yup, they ran out of ice cream. At a Dairy Queen.
The next two visits after that showed flashes of the first visit six weeks ago, but none as bad, thankfully. Thing is, even with medium to light business, a customer can still wait 15 or more minutes for orders with three items or less. There is still a lack of management on site, making everything else suffer notably. Most, not all though, of the staff are going through the motions and not really engaging with customers to provide the most basic of customer service. Even worse, in these last three visits (not counting the out-of-ice cream visit), staff will stop and engage with friends coming into the lobby. Some people, I am hoping they were at least staff members off the clock, will go behind the counter to socialize during busy periods.
These are just the broad strokes; if I mentioned everything in full, it would be a longer review. What bothers me, though, is that it's not just the on-site staff dropping the ball, but it's also DQ's online customer service and follow-up communication that is pretty poor. The store NEEDS FUNCTIONAL MANAGEMENT, and it is sorely lacking at the moment. Along with the management needs, they need a fair amount of training for basic store operations. It would be nice if things turned around, but for more than the last 6 weeks, I wonder how it is able to remain open with how poorly it has operated on some days.