Dairy Queen Grill & Chill — Restaurant in British Columbia

I placed an order for a frozen birthday cake with my own picture. I gave them 3 days notice and they told me when it would be ready. When I got there, the workers started offering me french fries and an ice cream and told me to sit down and they would have it ready shortly. One of the girls then came over and said that their cake maker was sick so they couldn’t make it and then their story changed to their picture printer wasn’t working and that’s why they couldn’t print it. I asked why they would tell me this now when I’m ready to pick it up, instead of before so I could’ve ordered from somewhere else. Then I sat there for about an hour as they made the cake with the picture printer that apparently was “broken”. The cake looked awful as it was rushed. There was no happy birthday in gel that I asked for, there was just the picture that I told them to print. Thank goodness I added text into that picture The cake looked awful as it was rushed. There was no happy birthday in gel that I asked for, there was just the picture that I told them to print. Thank goodness I added text into that picture. There was also pink icing splattered onto the picture from them rushing. They tried to charge me full price for the cake and when I complained she gave me either 10 or 20% off. I explained to her that I shouldn’t have to pay for the cake but she said I did. I called back a couple days later and spoke to a manager and ended up getting my money back. Terrible customer service and on top of that their story kept changing because they were lying. I wouldn’t trust them to make a cake for you, because if it was for a special event like a kids birthday party, it might...

Really bad management. Tried to order 2 large blizzards using a bogo coupon and the manager Chris said only for mediums, I challenged that because it didn't say that on the coupon, which he argued back a lot until he finally said ok well let's try and enter in the coupon and if it works for you then you're lucky. Well it did work and he asked then for payment, which I tried to use my phone to pay but it had a glitch which it sometimes does and I asked if he could just retry it and he said no because it's just that it doesn't accept my phone for payment (even though I've been here many times and its always worked) so he said if I wanted to pay I'd need to put in the chip of an actual card. So I'm super pregnant and it's blizzarding outside and I get my wallet, come back and the transaction was declined because it timed out so they had to re run it though, which I then tried and used my phone to pay and it worked just fine. At this point I'm pretty annoyed that twice Chris said I was wrong and I wasn't , and he was being super rude through it all. So when he brought me the ice creams I let him know that normally I have a good experience in the store but he's made this time horrible and he then kept trying to cut me off and was raising his voice with me the whole time. eventually gave me an insincere applogy. Just a bad experience all around. I hope someone higher up reads this and has a conversation with Chris. I'm a manager and theres no way I would be ok with any of my staff acting this way, and even more surprising that it...

1 Star — If I could give zero, I would

Every single time I go to the Dairy Queen near the bridge in West Kelowna, it’s the same disappointing experience. I try to order a simple customized sundae — something other DQ locations have no issue with — and I’m met with a flat-out “No.” Not even a “let me check” or “we’ll see what we can do.” Just NO.

I’ve even shown them a video clearly explaining what I’m asking for — still a no. They don’t care. They just point at the menu board like robots and shut the conversation down. I’ve asked politely if they have chocolate soft serve (like the one they use in their cakes) — again, “No.” No explanation, no attempt to be helpful, just more cold, dismissive attitude.

It honestly feels like the staff at this location are trained to say no first and ignore whatever you’re asking. Even when I do order straight off the menu with no changes, they STILL manage to mess it up. There’s no attention to detail, no care for the customer, and absolutely no pride in their service.

Now, compare this to the DQ up the hill near Save-On-Foods, or the ones in Rutland or Glenmore — total night and day. The staff at those locations are actually helpful. They listen. They try. They care about making sure you get what you want.

But the bridge location in West Kelowna? Horrible. Rude. Dismissive. Lazy. If you value your money, your time, or just decent customer service, do yourself a favor and skip this location entirely. Drive the extra 5–10 minutes to literally any other DQ. You’ll thank...