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 location a dime. read more