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priya mahey
Jul 22, 2026
This was one of the most disappointing customer service experiences I've ever had.
We pre-ordered and fully paid for a birthday cake in advance for a specific pickup date and time. When we arrived to pick it up, the store was unexpectedly closed. No one answered the phone, and we never received any call or message letting us know there was a problem or that the store would be closed. Because of this, we were left without the birthday cake we had planned and paid for.
When we returned the following day, our cake was there, but once again, no one had contacted us to let us know it was available for pickup. When we asked why, the assistant manager, Vivian, told us it was "not their responsibility" to contact customers because the store was closed and employees were not working. She also said head office had instructed them not to take any action. She was very very rude and claimed that the manager and owner gave her these directions.
We asked for a refund because the cake was not provided on the agreed pickup date, and the birthday celebration had already passed. Instead of taking responsibility for the inconvenience, our request was refused.
We then contacted Dairy Queen's corporate customer service, who agreed that, due to the store's mistake, a refund was appropriate. Despite corporate contacting the franchise owner twice, the owner has refused to contact us. We have also called the store every day for several days, leaving messages and requesting a callback from the manager, but no one has returned our calls.
We understand that unexpected situations can happen. What is unacceptable is the complete lack of communication, accountability, and follow-up. A simple phone call would have allowed us to make other arrangements. Instead, we were left without the cake on the day we needed it and have had to spend days trying to get someone to address the issue.
We hope the owner takes responsibility and improves how customers are treated so others don't have the same experience.
****Update after one week of not replying, Dairy Queen owner has left a reply suggesting I message using the link, but I have been waiting on a reply from the owner as corporate office has communicated to me. The store manager has also not reached out since July 20th.****