Dairy Queen Grill & Chill — Restaurant in Brampton

I am just angry. DQ is false advertising and the store staff is terrible at customer service.

Went into DQ Brampton in the Lionhead plaza for dinner because my husband and I got the coupons in the mail. We used the "2 CAN DINE for $11.99 Any two 1/4 lb. GrillBurger Combo". If you can see the picture I took, the coupon missing (that we used) is similar to the one that is the coupon for "7.99 Any 1/4 lb. GrillBurger Combo". I had never had DQ food before, so I expected my food to look like what is on the coupon. When the meal finally came, the burgers and patty were smaller than expected, and there was no bacon anywhere. So my husband went back to the counter to show the staff there is bacon in the picture of the coupon. The staff was quick to defend. She hardly looked at the coupon, and told him THE PICTURE IS WRONG. Dumbfounded, we went back to our seats to proceed to eat our burgers. The more we ate the more unsatisfied we were with the burger. The patty was so thin, we wondered if they mixed up the patty with another kind of burger. My husband went back to the counter the second time to ask, the lady didn't want to put up with him, and just left! WOW. By this point I was angry and wanted to investigate to the end. We started to examine the ingredients online of what a GrillBurger should be. Turned out, there are a number of choices for the GrillBurger combos, and we figured the picture on the coupon just represented one of the combos with bacon. So I went back to the counter with my husband this time, and pointed out that the coupon specifically says, "ANY two 1/4 lb. GrillBurger Combo", so we should have had the option of the kind with bacon in it. This time it was a man at the counter, he seemed more kind and patient, looked at the coupon, and accepted that we should have had the choice. He asked us to choose the combo we wanted, so we both chose a 1/4 lb. combo with bacon in it. He asked us to wait at our table and he would bring the food to us. We were happy with how it was handled this time, and decided we would get some ice cream at DQ after our meal.

So here's the most ridiculous part. We waited quite a while for our food that was promised to arrive, only to find out that they did not try making our burgers at all. The man came back to us to tell us he used up all that time to call a higher up manager, just to justify not needing to compensate us anything. And here is what he said - "The lady did the right thing because the coupon mean only one product, the 1/4lb. GrillBurger combo, and that is what she gave us." And I was super confused at that point and said, "What do you mean? It says ANY combo. ANY means there should be a choice out of a variety right? And why is there bacon in the picture?" The man said he doesn't know, he just works there, and the word "ANY" should not even be there on the coupon. And with that, he apologized for the experience and walked away with nothing for us. Basically saying, sorry you got tricked by the false advertisement by our company to lure you in here, but we are not responsible for that.

I don't know what kind of customer service training these people got, but having this attitude that they must be right, and rather lose potential returning customers over losing out on compensation of 2 burgers, gives the company a bad name, and is a very bad way to start their business. We were not at DQ to trick them into giving us free burgers, we just wanted our order right. We had no appetite to order ice-cream later, and decided a better way to end the very unsatisfying dinner is to spread the word.

It's a terrible shame we live literally 2 minute walk from this place, it was supposed to be our go-to ice-cream place for the...

I have never written a review before, but I had one of the worst customer service experiences of my life here with owner Tilani and manager Andy. I was at this Dairy Queen earlier today and ordered a wrap and poutine. There was only one worker present, so even though the store was empty, the food took around 15 to 20 minutes to make. When I received the food and took a look at it, it was extremely unsatisfactory. So, I went back with the uneaten food to talk to the employee about either fixing the meal or getting a refund. She told me she could not do anything because the manager, Andy (who wasn’t even at the location), told her on the phone that nothing could be done. I then asked to speak to the manager, who I had been on the phone with for 15 minutes, to get a solution. He asked me several times what he could do for me, and I told him to please either fix the food or give me a refund, both of which he refused. He ended by telling me that just because my expectations weren’t met does not mean they need to give me a refund or fix the food. This is the strangest thing I’ve heard in the food industry, which essentially thrives off of customer expectations and satisfaction. Hoping to get a better outcome from the owner, Tilani, I called her, who was even more disrespectful than Andy. She again told me that just because my expectations were not met, it did not mean she needed to fix the food or give a refund. During our 20-minute conversation, she continuously missed the points I made and went out of her way to twist my words and minimise the issues I brought up. I explained to her that the food took long, the food was unsatisfactory, the customer service was bad, the manager was not on site (leaving the whole store in the hands of one employee), and they were short staffed. She ended up telling me that their policy did not require them to fix the unsatisfactory food, and she did not need to refund me either. To the concerns I brought up about the lack of staff, she told me I was not a business owner and that I wouldn’t know anything about staff and manager expectations. After the horrible encounter with her, I did not care about the food; I simply wanted a refund because it’s almost sinful to support the business of an individual like Tilani, and she downright refused to give my money back. She was rude, condescending, disrespectful, and very unhelpful. The owner, Tilani, should not be a store owner, and the manager should not be in his position either. I’ve never seen any fast food chain or restaurant turn away and disrespect a customer who felt unsatisfied with their food or service. In fact, they go out of their way to help them feel better. It’s not as if I was asking for gift cards or coupons; all I asked was for them to fix my food or give me a refund, but they refused. This post is less about their food (which was also barely mediocre) and more about the horrible, unapologetic, and insensitive ways of owner Tilani. In conclusion, this Dairy Queen has horrible reviews. I was not lucky enough to see them before hand, but if you are, I advise never...

This will be a long one!!!

It is a Saturday and the store “opens” at 12pm. I was in the area so decided to pick up treats for my family, the mobile app let me place an order at 12pm for pickup and showed it would be ready for 12:13pm. Since I was in the plaza I headed towards the store early, arriving around 12:05pm. The store open sign wasn’t on so I waited 2-3 mins in the car before heading to the door thinking they probably forgot to turn on the sign. I knew I was early but figured I’d wait inside but the door was still locked and all the lights off. Went back to my car and waited and around 12:10pm I spotted an employee casually walking to the store. Once she was inside I went to the door, she saw me and opened it, when I told her I have a mobile order pickup she looked all confused as nothing was ready.

Once I was inside she said it would take time to make anything as the machines aren’t running. I looked at her and told her then why does the app let people place orders once the store opens if nothing will be ready for customers. Only response I got from her was that even if I had come to the store at 12pm to place an order I would still have to wait since it takes the machines awhile to starting working. This is extremely poor customer service and very bad planning by the owner, if you know the machines take time to start up then schedule your employees to start earlier!!! The employee then started giving excuses for her lateness which made no sense. No refund or discount was given for having to wait longer, and I had to tell I her that since I already paid through the app then I am obviously going to wait for what I paid for. In the 50MINS it took for me to get my order, the ONE employee had to receive shipment and help a few other customers. I noticed the floor was dirty, the serving counter had stains, nothing was cleaned the night before on the customer side of the store. If the owner doesn’t want to schedule the employees later to clean at night then schedule them earlier to get things done in the morning while the machines are starting up BEFORE the store opens. And finally having only ONE employee in the store is a serious health and safety issue, what if something happened to the employee?!?!? Clearly this owner does not care about their...