Dairy Queen Grill & Chill — Restaurant in Weathersfield Township

INCORRECT AND INCOMPETENT

I ordered a strawberry cheesecake blizzard cake for a birthday party. This is not my first time ordering this cake, but it is my first time ordering from this location (I was attending the party from out of town and this location was closer). I placed an online order with no issues.

This store is apparently undergoing renovation (there are a few orange cones around, but no clear signage). I attempted to go inside to get my order but the door was locked. I then proceeded to the drive thru where I picked up and paid for the cake. The first red flag was that it was written on poorly, in black icing. I had chosen the “decorator’s choice” option so they could choose which color would look best - well, it shouldn’t have been black. The top was also a gross brown color. I was immediately disappointed and considered going back to have them fix the writing, but I didn’t. Since I wasn’t able to go inside to get my order, I did not see the cake until after it was already paid for.

And then, after a nice family dinner and round of singing, we cut into this atrocity.

Please see the attached pictures. There are DQ marketing photos to reference vs. what I received. A strawberry blizzard ice cream cake is to have 1) a layer of strawberry cheesecake blizzard 2) a layer of strawberry sauce and cheesecake pieces 3) a layer of vanilla ice cream. I received 1) unattractive black gel on top of a vague brown 2) overblended strawberry cheesecake layer (I did not see a single strawberry, again please reference the photos) 3) the typical chocolate crunch/fudge layers found in most DQ cakes 4) a layer of vanilla ice cream.

Not what I ordered and not what I paid (extra) for. But it gets better.

I understand that mistakes are made - clearly this cake was executed poorly from start to finish. I assumed that someone new and/or poorly trained made it. I called this location (politely, I promise!!) and explained the situation, that I had not received what I had ordered. The unsuspecting teenager on the other end of the phone call put me on hold and called his manager at home to see how to proceed.

After a few minutes, he came back on the line and told me that he was told by his manager that all blizzard cakes come with a chocolate fudge layer. You and I both know, as people with common sense, working taste buds, and eyes to view the reference photos that that is not correct. I was told that I could not receive a refund, I could not have my order corrected, there was no solution.

I was also informed that if I wanted anything other than the chocolate fudge layer, I had to make a special request when placing the order. I then went back to the website to check this - there is no special request option. The only customization available is to choose what message should be written and the (my mistake as mentioned prior) choice of icing color for the message.

I (again, politely) told the unsuspecting teenager that a special request was not an option. The following dialogue ensued:

“Well, I don’t really know what the website looks like because I don’t use it.”

“Okay, well I’m looking at it right now and this is what it says.”

“silence”

He would not give me his name or the name of his (incorrectly informed) manager.

I am disappointed in the product that I received. I am more disappointed in how this obvious mistake was handled. I will never use this location again and I will deter anyone I possibly can from ever giving this...

So, I wasn’t going to leave a review and I actually felt kind of bad for crashing out on the staff (still do, they’re teens and it’s not their fault the owners are the way they are apparently) but then I read through all the reviews. Most of them over the last year are bad, and the “owner” response is even better because it’s obviously a copy and paste response that says “sorry, hope you come here again!” Absolutely ridiculous.

I come to this DQ specifically because it’s closest to my house. Honestly, make the extra few minutes drive to the mall. The ice cream is ALWAYS melted and the line always moves so slow despite it usually being only a few cars. Tonight was the last time I will ever go to this location.

I waited in line (behind 2 cars) for approximately 10-15 minutes for melted blizzards and when I get home and try mine it had a perfume or soap taste to it. I even had my boyfriend taste it to verify I wasn’t crazy or my taste buds were just off, and he too tasted soap or perfume or whatever it was, and his ice cream tasted fine. I called the store to ask if maybe they recently cleaned the chocolate ice cream machine or something, and was told no. I explained the situation and asked if I could get a credit for next time or something and was told to bring it back.

I make the drive back and the line is wrapped all the way around the building (literally from the pickup window to the street bumper to bumper) so I figure I’m going to just run in to get this situated. The sign on the door clearly states that the store is open 10a to 10p and that lobby is open “until dark.” Granted, it was 8:30pm but is still very much daylight. So, maybe more clear signage is needed.

I then proceed to call and the shift lead tells me there is nothing she can do unless I’m at the register and she doesn’t know what to do. Understandable, however, no one is going to wait 30 minutes or longer with already melted ice cream to wait for a HOPEFULLY decently remade blizzard. I just wanted a credit or a refund and was told nothing could be done unless I sat in the drive thru line with an already melted blizzard and wasted more time.

Could I have been more polite? 1000%. At that point I was fed up and no solutions were offered other than “come sit in our line for the rest of the night.”

Do not waste your time...

Went to drive thru to pick up order I placed online. They proceeded to tell me they didnt have my order and even with my receipt they refused to give me my food. Along further Investigations they charged me twice Then told mw they had no control and that I had to call corporate. Called corporate they said it could take daya to refund their mistake.

Promised the owner would teach out and make sure I got food being they stole the reat of the money I had in that account till pay day. Nothing. They responded to the complaint on reviews but made no effort to fix or make right them stealing strait out. So until I get my money back I will be repeating this review. Stealing is not ok. Trying to not fix is worse. Makong your employees have to tell customers your stealing and it happens all the time is gross. I literally was a customer who visited a couple times if not more a week it was not like I didnt not know every worker and had receipt and showed I was...