Dairy Queen Grill & Chill — Restaurant in Ottawa

Update: 3 years later, and a very disappointing experience this time :(

This time I ordered a brownie Blizzard cake online for pickup at the McArthur Avenue location. I clearly indicated in the notes what I would like to have written on the cake (a simple birthday wish), and I asked that they include a small dog image. I even called the store to confirm the pickup time, and I was told my cake would be ready on time. When I arrived on my birthday, the cake was totally plain, no "Happy birthday" written on it, and no dog image. The woman behind the counter told me I was out of luck on the dog image (no explanation given for why it wasn't possible, or why they had not called me), and she grudgingly wrote Happy Bithday on the cake in gel icing. The cake was for me, and my daughter had requested the dog image. The disappointment and negative service were very disappointing, and a total contrast to the positive experience I had with a decorated ice cream cake I ordered there a few years ago (my old review, from that experience, is below this one). If the store doesn't think a requested image will work against the background of an ordered cake for some reason, they should call the customer to explain and preferably offer a different solution, so that the customer is not surprised and disappointed when they arrive and find that they're not getting what they ordered. I am so disappointed, and won't be ordering anyone's birthday cake at this location any more.

My review from a few years ago, a much better experience with different staff:

I ordered my daughter's birthday cake from this location and the service exceeded my expectations. As a rule, the staff are very nice (we visit a few times per year), and this time was no exception. I stopped in to order the cake and I was given some books with ideas for images they could top the cake with, and when I couldn't find the right image, the employee let me use his phone to search for an appropriate image as my own phone needed charging. I selected an image, and when I picked up the cake several days later, they had done a nice job with the image on the cake (see photo). Very nice service all around, and the cake was well enjoyed by all...

THE ABSOLUTE WORST COSTUMER SERVICE HERE, went into day to get a birthday cake and I inquired about an edible image. When the image was shown I was trying to ask a question about the photo being used. Sima the one that was asked to help me kept cutting me off, I was trying to just ask how the image would look being square as I had a circle cake, and she kept cutting me off being rude saying she cannot change anything. If it’s a language barrier then they need new workers because this is the 3rd time I’ve experienced such rudeness from their customer service. I didn’t want anything changed, I wanted to know how the image would come out looking and she couldn’t give me a second to speak.

These workers are terrible and need to learn manners and proper customer care.

Sima is a terrible, terrible worker and should not be working in customer service if she cannot learn manners and be able to hear her customers out.

I’ll definitely be reaching out to corporate. This...

My friend and I went to this dairy Queen for the first time in several years. I used to bring my child here 20 years ago and it was great, but now the staff doesn't speak English most of the time I couldn't understand the lady and she got mad at me and started being rude telling me if I didn't know what I wanted why did I come in there. Then we got our orders and my friends order was incorrect so she very politely tried to tell the girl behind the cash and instead of rectifing the situation she argued and refused to make her another order. Then as we were leaving the girl and her coworker uttered a swear word in their language thinking we didn't understand but we did. Corporate needs to shut this place down! Or at least send somebody from head office to do an undercover boss or investigation because it's disgusting the way they treat their customers and the food quality is extremely poor. They are destroying the dairy...