Dairy Queen Grill & Chill — Restaurant in Pickering

CAKE BUYERS BEWARE!!!!

I love DQ products and NEVER had an experience like this one!

My son's 8th birthday has just passed and this year he wanted a DQ cake. We decided to go to this location as it was close to the birthday party venue. The day before the pick up date we ordered the the cake design that my son was in love with. I made sure to confirm all the request of the cake decor with the order taker and as promised every detail would be done.

The day of pick up, I called again in the morning to confirm if the cake was ready so we could pick it up and if was okay if someone else came to pick up other than myself, as I was stuck at the birthday venue. The store assured me that everything was ready and there was no problem.

Once the cake arrived, I immediately noticed that the cake was decorated not as neat as the other cakes on display and a huge part of the decor was missing! I knew my son would be upset about this, so I tried my best to explain to him that it was a mistake and not to be upset on your birthday. My son was devastated!!! It was like if you had ordered a Superman cake without Superman???? The cake was a total waste! My son was soooooo upset that he didn't even eat it.

After the party I called the store to speak with one of the managers, she offered me 25% off my next cake to shut me up! I told her that $7.65 will not change the fact that my son cried all over his cake and that ruined his birthday party!!! She told me that is all they could do for me and I would need to speak with another manager...... All I want is my $30.34 back for my cake and still to this day, through calling head office and speaking to other managers I have not been reimbursed.

I will NEVER go back to this store...

For the most part, the service is great, tho I have had a few problems with the drive thru. They need a new speaker system to start. They cannot hear the customers properly when placing their orders. They are supposed to repeat it back but they don't always do that. A few weeks ago, it was my 3rd time getting the wrong meal, in a year. I complained the 2nd time and was told that it had to be 3 times before they would comp the meal. I found that rather amusing. I always order the sauce and tossed chicken strips but seem to end up with the dry ones. Very frustrating when you get rhe wrong meal at a drive thru. I started checking it but wasn't always able too as I was driving. Either way, I shouldn't have to check it. The last time I complained a few weeks ago about the same error, I spoke with Suzie. I have to say, she handled the situation very professionally. DQ has quality food and we are usually happy with our meals, other than receiving the wrong meal. Kudos to Suzie for taking care of us and for her professional attitude. It's refreshing to speak to someone who cares and that goes above and beyond, for...

Why are the people there so upset?! Not a single happy person behind the counter. They get upset when you correct them on the order. We had to correct the cashier 3 times! They get upset when you ask for a cover for your Sunday, they toss the sundays on the counter, slid the Sundays over the counter to you as if they are bar tenders, they get upset when you ask for napkins, they dont say Thank you...what is happening!...this is a family friendly ice cream store right? Or is it a bar? Has DQ changed? They really need to train staff on how to deliver services. How to speak to customers, be patient. What's with the attitude?! I really pray for the staff. They were obviously overwhelmed and unskilled to serve fast food. I have a family of 8. 8 customers are lost for now. I am going to Baskin Robbins for the summer. I may come back to...