Dairy Queen Grill Chill - Eden Prairie

Fast forward to today, September 2, 2022, and we encountered the same issue. We arrived to find all the doors locked on a Friday night, right before Labor Day. We repeated our previous plan from a year ago: we ordered and paid online. Several other customers arrived and left when they saw the closed doors. Although there was a bit of frustration, there were no less than six staff members working the drive-thru. At one point, we knocked on the window enough that someone finally looked up. She was very nice and offered us several options, but we declined any special treatment; we just wanted our food so we could eat and get our kids home. She went to prepare our order (two Blizzards and two Sundaes) and started to shout for another worker, saying, "I've already made this order." I guess he was unaware that there were customers inside trying to pick up their food because he thought the doors were locked. I simply cannot understand how a franchise owner could leave the doors locked on a busy Friday night during Labor Day when there are six employees working. It's disappointing—looks like we'll have to find another place to get ice cream.

The drive-thru experience is just as frustrating. The service is extremely slow, and instead of welcoming customers or confirming orders, employees tend to just stare at you. Additionally, the layout of the building is poorly designed for drive-thru service, forcing cars to swing wide before turning the corner after the speaker box to avoid being too far from the pick-up window—information that is not communicated to customers. The food quality is standard, similar to other DQ locations. However, in my last order, the gravy was excessively thick, likely due to being overcooked or sitting out too long. On a prior visit, I waited an unreasonably long time to receive my food at the window, even though I had placed my order through the app and could see them preparing my meal while I waited. I was forced to use the drive-thru because the inside was closed, and they didn’t even start my order when I mentioned it at the speaker, all while I waited in a slow-moving line of cars. A very young employee handed me part of my order, but when I inquired about another item, they muttered under their breath and asked if I had ordered the missing item. When it turned out to be a $5 side of cheese curds, I realized I hadn’t received it and had to wait even longer in my car while the first part of my order cooled down. I requested to speak with the manager, but despite showing them that the app indicated my food was ready 20 minutes earlier, I didn’t receive any compensation. On a previous visit, they mistakenly gave me three times the amount of food I had ordered, likely someone else’s order, and on yet another occasion, I was given my drink with a piece of plastic film instead of a lid. I strongly advise against ordering from this restaurant.

The staff is friendly and aware that they are a bit understaffed, but they always try to maintain a positive attitude. I've never had any issues with my order, but the drive-thru line is consistently very long, and because of the limited staff, wait times can be quite extended.

Bad customer service. waited in the drive line for 30 minutes to turn 9 o'clock through the restaurant closure. there is no sign on the parking lot where the waiting car orders to inform about 9 o'clock and take on your own risk when around 20:30 o'clock or earlier. could not give up a order because the restaurant does not leave customers inside. for the luck food shops sell good ice, so dq will not have my business. do not expect them to get through the line when they show up at 20:30.

I wish there was a negative star review for this DQ. And I am so sad to say that, because I love DQ. This evening, my husband went for a treat at 8pm. Pulled into the already long line that stretched to the street. This has been normal the past few years due to COVID and they have had their dining room closed. We wait in line for 20 minutes and see someone come outside and tell the third car behind us something and continue to tell the people down the line. Guessing they told them they were closed as they began to leave. We finally get to the ordering window before 8:30 and are greeted by a harsh voice saying ?we are closed?. I tried to explain that we had waited for a half hour and that a person came out and shut the line down a few cars behind us. But the person said the equivalent of ?tough turds? and shut the mic off. During this, I also noticed that even though the lady when she went outside to tell customers they were closed, they did not place a sign or cone in the driveway saying they were closed and the line just continued to grow. It was extremely unprofessional and not customer service minded to close the drive though prior to 8:30 when there is a large red sign on the drive through saying it?s closed at 9pm. I keep telling myself I shouldn?t be upset..it?s just icecream. But honestly, it?s the lack of customer service and actually following business hours posted that really gets me. Never going here again until management changes and gets someone with real customer service experience in there.