Dairy Queen Grill & Chill — Restaurant in Burlington

Had the worst customer service experience ordering a traditional DQ birthday cake. I placed my order with all the details online 4 days in advance. I uploaded a high resolution picture for the decoration and received an automatic confirmation that all was in order. When I picked up the cake, first, the manager brought me two pieces of paper with different customer details (which should be confidential information) and asked me to pick which one was mine. Once I picked it, she charged me. She then brought out the cake which was missing the picture I had uploaded (not to mention the quality of the icing and writing was atrocious - smudged, inconsistent, messy...). She told me there was no image uploaded. Then she took me into her back office to show me her email with the order confirmation that showed that the image didn't come through. She then said I wasn't the only order that had this issue and showed me other orders, then said it was a problem with their "new system". She said if I wanted to send her the picture right then she could try making it again but didn't commit to doing it that day...on the day I needed the cake for a party. When I indicated that I placed the order 4 days earlier and she could have called me, she said they were "too busy" to call customers. She then proceeded to tell me I had asked for too much writing and the picture would not have fit any way. She argued with me that they don't have time to contact customers. She did not apologize nor offer any discount or concession...

I am not sure if I got them at a bad day but absolutely terrible customer service. They were least interested to help or listen at all We bought $75($5 each) worth gift cards as birthday party favors. After paying for the cards the lady said she has swiped first and last gift card and hopefully all gift cards between them should get auto loaded. The agent said if there is any issue with gift cards we can come back. When we told them it's for birthday party, they said they have never had any issues before. After running a few more errands( within next 20 mins) we decided to go back and just get all the gift cards checked for balance ( specially with all the issues with gift cards these days). The young lady at the counter said I have to buy something first for them to be able to check gift card balance. I was taken aback and tried explaining that i had just purchased them a few minutes ago from same location. They then asked me that there might be an option to check balance online. I asked them to guide me how to do it. The lady seemed confused and I asked her if I can speak to the manager. Another lady shows up saying they are very busy and it would take them 30 mins to check balance on 15 cards. When I mentioned that's not a great customer service they offered to check just 3 cards which literally took them less than a minute. They definitely lost a customer and I am never returning back to this location. Appleby Fairview location...

🌟 Heartfelt Thanks to Dairy Queen Grill & Chill – 3131 Appleby Line, Burlington 🌟

Yesterday evening, in the middle of our back-to-school chaos, my wife accidentally left her purse behind at Dairy Queen Grill & Chill on Appleby Line. With everything going on, we didn’t even realize it was missing until today — and you can imagine the panic once we did.

Inside that purse were her wallet, cash, cards, and other important items. We started retracing our steps and decided to call Dairy Queen. To our huge relief, the owners told us they had kept it safe for us — and when we went to pick it up, everything inside was perfectly intact. We even tried offering a cash reward, but they kindly declined, saying it was simply their duty.

Their honesty, kindness, and genuineness will not go unnoticed. It’s people like them who make our community truly special. We will always remember this act of goodness and do our part to pass it on, so that our community keeps growing stronger and kinder together.

A huge thank you to the amazing owners and team at Dairy Queen Grill & Chill, 3131 Appleby Line. You’ve not only won our gratitude, but also our admiration and continued support. Burlington is lucky to have people like you. ❤️

#Gratitude #CommunityMatters...