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If less then one star was an option, that would be a better reflection of this location.

For over 3 months this Islington Dairy Queen location has been out of random products. Brownies being a major one. 5 of the desserts require this item to make the product complete. Not only will the staff give you attitude when asking for one of these desserts they will also tell you they are going to charge you more to add another product to replace the one THEY are out of stock of. After waiting in line while the staff socializes with each other, you get to be served with attitude as if you were the one in the wrong by ordering a dessert off their menu that THEY cannot provide. So instead of not selling these items, and instead of blacking them out off the menu (with a simple 'out of stock' sticker) they still charge you the full price with out giving you a complete dessert. Over $200 a month is spent by our family at this location. To receive service like this is apauling. It's supposed to be a fun and friendly environment, instead you're treated like an inconvienance.
Thinking a good resolution would be to speak to the manager, which the employees have no problem referring you to as the clearly will tell you 'I just work here, talk to my manager', that also will get you nowhere. Although somewhat empathetic, Evelin still did not agree that a substitution should be allowed while they are out of product and didn't seem to care much about how the employees were acting, instead told me I should speak with the store owner.
The owner, Terry, uselessly picks up saying 'hello'. I had to ask what his name was to which he replied 'why?'. He has zero remorse for customer satisfaction, had no empathy to the situation in his voice, and could honestly care less about the problem. Instead when I explained the situation his reply was 'so what do you want me to do about it' and which point I gave several suggestions. Black out the menu item, have your employees stop selling it, allow the customers substitution until you get the product in, discount the item, borrow from another store, and the list goes on. He then tells me that I should just not order those desserts and the problems solved. As a customer, I have the right to order what is listed on the menu. Simple. He didn't care at all. He then told me adding a product to replace the one they didn't have changes the flavour therefore I should just order another dessert. He didn't care to apologize. He didn't care for my name. He didn't care for my number. He didn't care for customer service at all. All he did do was say 'would you like me to give you the toll free number for head office?' And once I said I can find that online myself, he hung up.
For somewhere that's supposed to be family friendly and fun as a dessert place, this location needs to be reworked, retrained, or simply closed. I've spoken with the head office and left out story with them. I'll also be posting on other media outlets so no one else has to have their family go through the same experience and waste their hard earned money.
If you are from Etobicoke, please don't waste your money at this 'we treat you like a number that doesn't matter' location, rather visit the location on 2538 Weston road near the 401. It may be a smaller location, and sadly not open in the winter, but it is absolutely worth everything over the sad, rude, and careless 2620 Islington Ave location.
I encourage you to spread the word and this post. In 2017, people work more, people work harder, people work more jobs. The customer service for this hard earned money should be going up. But I guess Terry has his own plan.

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