Dairy Queen Grill & Chill — Restaurant in Vancouver

Last Wednesday I ordered a custom ice cream cake for a friend's birthday for pickup on Saturday. When I went to pick up the cake at 4:45pm my wife and I were told that the cake was not ready and that they did not receive the email. We showed the clerk and manager the email confirmation we received and they told us it didn't matter because they did not receive the email. They showed no concern or remorse or even tried to present a solution to our problem. They did not even apologize for the mix up. This is very poor customer service seeing as the cake was obviously for a special occasion and it would result in someone being very disappointed in not receiving their expected birthday cake. With little options, we decided to grab a generic cake from the freezer. Neither the clerk nor the manager offered any support and when we asked if there is anything they can do to make up for their mistake, they denied that any mistake has been made and made it seem like it was our fault that they did not receive the order. We re-explained that we ordered the cake correctly and have a confirmation and order number, so there was no mistake on our end and we were upset at this point. We asked if they could at least give us a discount on the generic cake we had to now buy and they told us "the generic cakes are cheaper than the custom cakes" which was more upsetting, like we were stupid. I told them we were not getting any customization because they misplaced our order. The manager then said she would take $3 off the price of a $33.99 cake. This is even more upsetting and insulting as $3 barely makes up for all the time we took designing and ordering the cake and then there is the promises and emotional turmoil on top of that. If this is how Dairy Queen runs its franchises, I cannot continue to patronize or recommend them and will buy ice cream cakes from Marble Slab or Cold...

TO AVOID! Ordered food through mobile and then sat down in store to let my kids get WiFi access on their iPad, only to find the store does not offer free WiFi access to customers (forbidden by the business owner)- it’s “only for the employees”. So I explained to the business owner by phone that fast food chains like McDo Tims Starbucks etc have free wifi for customers and it should be the industrial standards. The business owner responded “if you want to buy food from places with free WiFi, just go to those places! I have my own way to run business. I have offered it in the past and people stayed inside.” What a surprise! She couldn’t care more about customer experience and clearly doesn’t want people to stay in store. She doesn’t care about Google review neither. So I decided to cancel my order (the food was not made) and go to the Starbucks/Tims next door, but..Tada! Impossible. They refused to refund, saying mobile orders cannot be reversed. What a great business! Absolutely to avoid if you want to stay in store and think twice when...

I'm only giving one star because you can't post otherwise. They deserve no stars. Every single time I've gone, there's an issue. The latest being, I called ahead asking what time they closed. I was told 10:30pm. When I got there at 10:10 the cook whispered into the cashier's ear and then I was told the grill is turned off at 10:00pm and can't be served. Wth, I just called???

We have been back recently, the service is much better!

Actually no it isn't, they just refused service again. It's 9:50 pm and I'm home leaving this review. It's apparently still supposed to be open until 10:00pm. If you don't serve icecream after a certain time, let the public know. If you turn the grill off early, let the public know. Don't say you're open, when you are not! So frustrating...