Dairy Queen Grill & Chill — Restaurant in Waterloo

This is the second time in a row that I've been here, and once again they have messed up my order. However, this time it was so bad that I will not be returning to this business. We ordered a Flamethrower with a poutine, a Mocha Moolate, a Backyard Bacon Ranch Burger with a Poutine, a Mocha Moolate, and a sundae on the side. While placing our order, we specifically requested crispy bacon because the last time we ate here, it was undercooked. The employee actually told us that they don't sell crispy bacon. It was surprising that here I was explaining to him how to make bacon crispy. After placing the order, they began making the ice cream and the moolates before preparing the hot food. By the time our food was ready, our sundae had already melted significantly. When I inquired about the mocha moolates (as they didn't seem to have any chocolate in them), they assured me that they were mocha. However, upon trying them at home, it was clear that they were not Mocha Moolates. As for our poutine, we requested extra gravy because in the past there had been very little gravy. Unfortunately, the same thing happened this time, except they put the extra gravy on the side and only filled the cup with gravy to about 25% capacity. Finally, when we sat down to eat our food, my husband's Flamethrower was fine, but my Backyard Bacon Ranch Burger was completely different from what I ordered. Instead of the burger I requested, I received a double burger with bacon, tomato, onion, pickles, and an excessive amount of mayo that was oozing out from the sides. The top bun was also soggy. None of these ingredients were supposed to be on the burger and none of the ones that were supposed to be on it were on it either. Even if I could overlook the incorrect ingredients, the care put into preparing them was lacking. The onions and tomatoes were both over an inch thick and looked as if they were cut by a child. While we were waiting for our food, another customer came in to pick up a cake. However, they were given a cake without a birthday message, despite having ordered one. This could be seen as an honest mistake, but after reading the reviews, it seems that this happens quite frequently. I am aware that the owner is new, but it is disappointing to see that they are not taking the necessary steps to improve the business based on past feedback. Our order cost almost $60.00, and for that price, we received a dry poutine, only 25% of the extra gravy we paid for, two incorrect drinks, a disgustingly prepared burger that was not what I ordered, toppings that had to be removed because they were excessively thick, and a staff member who cannot make crispy bacon. This is not the first time this has happened, and I am appalled by the lack of pride and effort from owners who do nothing to rectify such situations. Based on this experience, and the previous one before, I cannot recommend this...

BEYOND DISAPPOINTED!!!!! THIS HAS BEEN MY GO-TO LOCATION FOR MY CUSTOM BIRTHDAY CAKE FOR YEARS BUT NEVER AGAIN!!!

I custom ordered a strawberry top, chocolate bottom 8" cake with Reeses Peanut Butter Cups, chocolate dip cone drizzle and minimal icing for myself every year. Placing the order this year was awkward. I was asked if I wanted the cookie center, I did not get a receipt nor given the ability to collect points. I also specificlly said "no vanilla" multiple times.

When I came back to pick up the cake I was not impressed with its aesthetics but took it anyways due to time constraints.

Once home and digging into the cake I immediately called the store. There was no evidence of chocolate ice cream. My call was answered by someone who said they could only take my name and number because the cake maker was on leave. When I questioned what to do with this cake and what was going to be done to rectify this problem I was passed on to the manager who assured me I could come in and get a replacement cake, hehad my name and number. I asked about the logistics of this arrangement since it was a custom order and what to do with the cake I had. He said keep it. I again asked about the logistica of getting a replacement custom order and verifying I keep the cake I had. He said yes, he had my name and phone number. I questioned more, he then gave me an email address for the store and asked me to send a message detailing the situation so that there was a record of it and we could make arrangements.

Shortly after getting off the phone with the manager I received a phone call from an unknown number. It was someone from the Dairy Queen wanting a picture of the cake. No problem, I send her one. She then asked me to look in the middle of the cake to see if chocolate was there. Surprise... dig deep enough and there was some chocolate. This person identified themself as the cake maker and proceeds to justify their actions. Said I did not specify the sides.

I have since messaged the Boardwalk Dairy Queen location twice and am being ghosted.

I am including pictures to show the contact initiated by the cake maker and pictures to illustrate the difference in quality at the Boardwalk location this year compared to last year.

Pic #1,2 = cake this year Pic #3,4,5 = text from cake maker Pic #6,7 = cake last year (same location)

• EDIT TO ADD: Tbe Boardwalk franchise has yet to respond. I have contacted Dairy Queen head office to inform them of the service I have received. Head office told me they are forwarding my message to the franchise owner and appropriate DQC personnel for their review. It’s been a week and still no response from the franchise BUT an another local DQ franchise owner (Weber & Ottawa Street) has reached out offering to make things right. Thank you David. I will...

Zero stars if possible..I've never felt so humiliated my entire life as I was at the DQ Boardwalk earlier today. My daughter always throws out strawberry chunks in the strawberry cheesecake blizzard offered by this place so l made a special request to not include it in the blizzard and I was fine with just the syrup, the server tried to explain that it was impossible and I told her their other locations always honor that request so she said fine. Not until I got home and discovered I was sold just plain ice cream blended with syrup (no cheesecake and I was charged for a blizzard) I would normally let it go but I felt cheated so I called the location and the very kind supervisor penned me down for two free blizzards on the house the next time I visited (which is today)

I felt ridiculous to just walk in and claim free blizzards so I placed an order for a $7 meal deal and when I paid I told the server (who told me she's a supervisor) about the free blizzards and she proceeded to go in and check the books. On her return a tall guy who I believe to either be her manager or a supervisor as well came in with her and asked what I was waiting for and I told him I had already placed my order and when the lady asked me what kind of blizzards I wanted I told her the same strawberry cheesecake blizzard (just this time with the cheesecake in them) This guy just started yelling at me that I was better off getting a different kind because they can't eliminate the strawberries and I said it's fine that I will take it like that. He asked me what happened the first time and I told him I was sold blizzard without cheesecake and in his words he said "that sounds kind of fishy to me" (indicating that I was lying when the proof was right in front of them with my name and phone number) and he tried to talk me off my order saying that they can't offer a compensation on top of it if I had further complaints. I felt so embarrassed, like why is it this serious? Are we talking ice cream here or something else because it felt so so personal (you don't even know me!!!)

To the manager/supervisor/son of franchise owner/franchise owner that humiliated me today, if you get to read this review, "in a world where you can be anything, be kind." I had my baby in my arm and my 3 year old daughter to haul around (my hands are really full), so you seriously think I will have a mission to be going around to claim free blizzards if I wasn't told they were free???...