A birthday cake order was placed in person 6 days in advance of a surprise party.
Upon going to pick the sheet cake up, not only did we wait nearly 10min before anyone attempted to serve us (or the 4 people in line after us), but it took the "supervisor" an additional 15 minutes to tell us there was no cake, she couldn't find the order.There was no record of the order in their "cake binder" are we sure it was ordered from them? Yes, in person, like we said.
Ok, mistakes can happen, but this gets worse. We politely informed them we had 25 min to deliver a cake, could they possibly just put decorate another (to feed 30). It took an addition 5 min to let us know they had no sheets cakes available.
At this point we're beginning to worry.
When asked what solution DQ had to solve this error they had no suggestions. Ok, so we suggest, how about we get 2 smaller cakes (enough to feed the 30) in place of the AWOL sheet cake. Sure, but you have to pay $24.99 each, which is much more than the $34.99 quoted and expected to pay for the original order.
After another 20min and her leaving us to wait uninformed at the counter, she's made several calls to HER manager (off site) who informed her & us that unless they had proof they messed up the order we would receive no compensation nor solution, but would have to pay full $ for anything we did get.
We asked to see the binder. In under 1 minute we found the original order, torn out of the pages and stuffed into the sleeve of the binder.
Problem solved right? We just proved the order had been made so please (politely) now ring the equivalent 2 cakes for the $34.99. We were then refused while she tried to call her manager again. The party starts now in 2 minutes and we're not close to home.
After 50 minutes of trying to logically resolve something that isn't that hard and should have been a 5min in & out pickup & payment, you do finally loose it and get nasty.
We did end up with enough cake to feed 30 people for $34.99 but it was not worth the stress and aggravation to deal with individuals who obviously have had no training nor ability to problem solve or actually deliver "customer service".
Our family will not be dealing with DQ again, at least not this branch.
What started as one error by one employee snowballed into a chain of inadequacies in the employee showing some initiative and solving a time sensitive situation.
I do have one good thing to say, one non-supervisory employee attempted to be helpful and was not only polite but sympathetic. However she was overrun by by a supervisor frozen into inaction whether by lack of experience or training.
DQ, you need to train your staff.
No parent, wife, teacher ....ANY customer ever needs to be left waiting for nearly an HOUR for someone to simply do their job, all the while being insulted by that employee.
Shame on you. There will be home-backed cakes from now on.
Unsatisfied and Disgruntled.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.