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Business Profile

Restaurant Management

Dine Brands Global, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurant Management.

Complaints

This profile includes complaints for Dine Brands Global, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Dine Brands Global, Inc has 1097 locations, listed below.

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    Customer Complaints Summary

    • 311 total complaints in the last 3 years.
    • 89 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I witnessed roaches in the establishment and also my infant accidentally wandered into the kitchen area and I witnessed them preparing food gloveless.

    • Initial Complaint

      Date:06/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 30, 2025 I was visiting an Applebees in order to use my gift certificate. I looked online for the address and I noticed they had happy hour advertised for appetizers and drinks from 3 to 6 and 9 to close. I placed an order and waited for the remaining guests to arrive. They arrived at 5:45 and ask the server what the advertised happy hour consisted of and the server said only a few select drinks are on the special, we quit doing half price apps. I was shocked Applebees franchise participates in that special across the board, as it is their signature claim to fame. I asked to speak to a manager. He came to the table and saidhe was new and gave me the number to file a complaint, which I have heard nothing back from the larger, entity. This Applebees was deceptive with there advertising and this is a form of baiting to get customers Im and they went against the franchises advertised happy hour special..

      Business Response

      Date: 06/25/2025

      We have escalated this complaint to the franchise team who own and operate the location in Cape Girardeau for further follow up and infomraiton to be provdied to the guest. Our promotions vary by location due to franchise ownership, and they should have a GM or Area Director reaching out to the guest to offer resolution & information between today and Monday at the latest. 

    • Initial Complaint

      Date:06/18/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My order was not correct and asked for a refund. They offered me a refund but never issued it back to my credit card. I have called and spoke to management multiple times (******, ****, and *****) but they keep telling me they will call me back when they are able to confirm the refund but after 3 weeks I still have not received a refund.

      Customer Answer

      Date: 06/20/2025

      Applebee's Grill + Bar

      5331 Pleasant Ave, Fairfield, OH 45014

      Phone: (513) 939-1790

      Business Response

      Date: 06/25/2025

      We have escalated the guest's comments and request to the franchise team over Fairfield, OH. They should be receiving a response from the franchise management over the location for resolution between today and Monday at the latest. 

       

      Case #3624879

    • Initial Complaint

      Date:06/09/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am submitting this complaint regarding the IHOP located at ********************************************* I want to express my serious concern about how this business handles its delivery operations and treats delivery drivers as a ************** drivers are a critical component of IHOPs business modeljust as we are essential to theirs. These partnerships arent optional add-ons; they directly impact IHOPs revenue, reputation, and customer satisfaction. Its time for a wake-up call.I request that the Better Business Bureau look into IHOPs delivery culture at this location and ensure that the owners and management implement clear policies and staff training to treat delivery partners with the respect and professionalism we deserve. This isnt just about a single experienceits about setting a standard that aligns with modern delivery-driven business expectations.Thank you for your attention to this matter. I am filing this complaint to hold this IHOP location accountable and encourage improvements that benefit both delivery drivers and customers alike.

    • Initial Complaint

      Date:06/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      After placing our order with drinks and food never got my alcohol beverage for quite some time. Took several asks to get it. Also requested the manager. Manager never came. As we were leaving the manager walked by and looked at us and went to another table. The bartender was joking and taking to people during this hike time. When I did get the drink it was very watered down.

      Business Response

      Date: 06/25/2025

      We have escalated the guest's comments to the franchise team over Great Bend for follow up and resolution. They should have a representative in contact between today and Monday at the very latest to help the guest.

       

      Case #3624888

    • Initial Complaint

      Date:06/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Im writing to share my recent experience at your restaurant, which left me quite disappointed. While dining with my daughter, I unfortunately found a piece of hair in my mashed potatoes, clearly from the kitchen. When I brought it to the attention of our server, they offered to remove that item from the bill but at no point was I asked if I would like a replacement ******* a result, I never had the chance to finish my dinner, and no one from management or the kitchen staff came out to speak with me about the issue. I still paid for my daughters meal, but it was very disheartening to feel that my concern was not properly addressed or taken seriously.I hope you understand how unsettling this was, especially when sharing a meal with family. I would appreciate it if this feedback is taken seriously, as I believe every guest deserves both quality food and thoughtful service.Sincerely,

    • Initial Complaint

      Date:05/21/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order online on Mothers Day if this year to pick up at the **************** location. I was charged $7.43 for my order online but never got a confirmation. The order on my debit card statement said instacart. When I called IHOP they said they never got my order, they had to put orders on hold they were so busy. I sent a complaint form to ihop last week and never heard anything.

      Business Response

      Date: 05/23/2025

      We have escalated an update on this guest's initial contact/case with us. We expect the franchise team to follow up as soon as possible to help resolve the poor experience.

      Case #*******

      Customer Answer

      Date: 05/31/2025

       
      Complaint: 23358553

      I am rejecting this response because:
      I havent heard a word from IHOP about my complaint yet.  
      Sincerely,

      ***** ******

    • Initial Complaint

      Date:05/20/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Saturday, may 10 2025, I placed an order through IHOP for food delivery for May 11. Because I hop uses doordash for their delivery. The order was to be delivered by doordash. After verifying the delivery date and everything was accurate, I submitted the order only to see immediately on the confirmation that the delivery date and time was wrong. There was no option for me to change or cancel the transaction despite it only being seconds after I placed it. I started to try to rectify the problem first by calling IHOP who told me I needed to call doordash. I called the doordash asking for modification. I was told they can't modify the delivery date and time. They can cancel the order and I can go back and reorder it. They canceled the order and then on canceling it told me I needed to call IHOP for the refund because the transaction was done through IHOP. This is verified by my bank statement that the charge on my account is actually from IHOP. I proceeded to call IHOP to try to get this refund. Several calls were made. On each call. I was told that the manager would call me back. I waited and waited but no one ever called me back. 4 days has transpired. Today Wednesday May 14, I call and this time the manager picks up the phone. Relieved, I told the manager about my dilemma. The manager tells me I have to speak to the assistant manager and that the assistant manager will call me back. I tell this manager that I have been going in circles for days simply trying to get this refund for this food that was canceled and I don't understand why the manager can't take care of it. He reiterates the assistant manager has to do it and will call me back. I am still waiting for a call from the Assistant manager and at this point would just like my refund to be processed and it doesn't seem as if anyone is going to do it as I keep getting told another person will call me back and no one ever does.

      Business Response

      Date: 05/27/2025

      Thank you. We have escalated this to the franchise that owns and operates this restaurant. Guest may direct future communication to IHOP Guest Relations at ************, referencing case # 3604059.

      Customer Answer

      Date: 05/27/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ****** ******

    • Initial Complaint

      Date:05/12/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went into Applebees Friday, May 10 and I had dinner. My total was $39. We ended up leaving her a cash tip at the table so I didnt leave a tip on my card. I wrote the total which is 39 and then in the tip section I wrote zero with the flash through it the next day, I get my bank statement and Applebees took off $44 now this isnt my first time at Applebees so I called and spoke to a manager and he said he was gonna look into it and refund me. It is now Monday. He has not yet called me back or refunded me my money, he goes on to explain and say that sometimes your bank will charge you an extra amount of money even if you put zero dollars or dont leave the the server I had she was pregnant. Her name was ********. Im not sure why she went ahead and put in an extra tip when weleft cash at the table. Thats stealing. So I am looking to get an apology from her and to get my money back. I called and spoke to **** today. He was extremely rude about it and explained to me that he will take care of it but at this point, I feel like Im getting the runaround and now I want a full refund I will never be going back to Applebees ever againa tip I said no thats not how that works. Ive been to Applebees multiple times and out to eat multiple times and use my debit and this has never happened. Im nothing happens by Thursday. Then I will be contacting the police and filing a police report against the server for stealing my money out of my account. Ive waited and tried to be patient but like I said now I want a whole refund for the entire amount that I paid. I was just gonna let it go, but this is my hard-working money. I work hard for and I dont appreciate people stealing it for me. when we were there, her service was horrible. She never came back to the table to check on us. We had to use and call other servers for things that we needed. My food was extremely cold.

      Business Response

      Date: 06/04/2025

      We were advised that this case was closed by the franchise team over ***********, **. See response below from their regional management:

      Hi,
      Please [close]. We have resolved this issue. The customer's bank did hold the 15%. ****** talked with the BBB yesterday.
      Thank you,
      ***** *********
      ************** Ext # **

    • Initial Complaint

      Date:04/30/2025

      Type:Product Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      IHOP charged my debit card for an order I did not place on March 29, 2025. I discovered the unauthorized charge after the fact and submitted a formal complaint to IHOP Guest Relations. Instead of receiving a response addressing the actual incident, I was sent a templated message referencing an unrelated issue from March 20 and transactions on March 19. The response ignored the correct date, lacked any confirmation of the reversal of my specific charge, and attempted to shift the resolution burden to a third-party vendor, FreedomPay.This behavior has become consistent with IHOPs treatment of customersdeflecting blame, avoiding accountability, and relying on generalized responses in place of direct resolution.Details:March 29: I was charged for an IHOP order I did not place.March 31: I became aware of the unauthorized charge.April 1: I contacted IHOP through their official guest relations form.April 2: IHOP responded with a message referencing the wrong date and an unrelated duplicate charge issue.April 3: I replied with a detailed, point-by-point breakdown of the correct date, charge, and prior history of unresolved issues. I also stated I would not accept any resolution that involved third-party coordination or any effort on my part beyond receipt or redemption.April 4: IHOP responded again with the exact same templated message as beforestill referencing March 20, still ignoring the facts, and still offering no resolution.April 5: A voicemail was left asking for more details, despite all information already being provided in writing.This exchange shows a clear refusal by IHOP to engage with the actual issue presented. Theyve deflected responsibility, ignored timelines, and failed to respond to the actual complaint in writingeven after being corrected twice.Ongoing Pattern:In the last 6 months, I have experienced multiple issues with IHOP. This isn't an isolated incident.

      Business Response

      Date: 05/23/2025

      This guest has been provided with the information on how to proceed with the removal/dispute of the unauthorized charge amount. Since there was a payment processing error with **********, the incorrect charge amount must now be disputed through their banking institution. The franchise in question does not show an overage to refund/chargeback.

       

      We have also offered the guest a $50 gift card from us directly as an apology for the inconvenience and this was declined and they stated that they longer desire to visit IHOP.

      Case #*******

      Customer Answer

      Date: 05/23/2025

       
      Complaint: 23162164

      I am rejecting this response because: The offer made by IHOP was for a 30 dollar gift card, not 50. After explaining to the guest relations agent why I did not want to go the route of filing a dispute with the bank, the agent then proceeded to belittle me with various dismissive remarks. The reason I did not want to go through with that process was because if I did, I would be without a card for 10 days, as that is the fastest that I would be able to get a replacement debit card. Most of the places I go and do business with, still don't accept virtual payments yet and that would be a massive inconvenience to me. They took my money, they can give it back. I should not have to take extra, outside steps to get back money that they shouldn't have taken to begin with. I'm only asking for the exact amount of the charge and not asking for them to cover an overage fee as well, I should've expected something like that to happen with this company, they've taken money from me and failed to provide what I've paid for in the past. As I referenced in my initial complaint, while this specific charge was the final tipping point in what made me reach out to you for assistance, that particular location has an established history of providing bad service and not rectifying it. As it currently stands, I would rather drive an hour out of the way to order from one of their competitors than walk 10 minutes to their location and that should tell you how poor their service has been as of late and if I was being honest? Their guest relations team isn't much better.

      Sincerely,

      ****** ******

      Business Response

      Date: 06/04/2025

      The guest stated they visited on the 20th which aligns with a Freedom Pay issue. Since we do not have access to the transaction we have offered extra rewards and a $50 gift card which the guest has declined. The other option is to dispute the charge with the bank which the guest has been made aware of, as well. 

       

      Case #*******

      Customer Answer

      Date: 06/06/2025

       
      Complaint: 23162164

      I am rejecting this response because:
      The response submitted by Dine Brands Global is unacceptable. The company admits to a payment system failure related to Freedom Pay that occurred during my visit. Despite this admission, they have refused to take any concrete action to correct the unauthorized charge.
      Offering a $50 gift card and unspecified "extra rewards" is not a resolution. I declined those offers because they do not address or reverse the original charge. I requested a refund for a transaction that should never have been processed. Instead, I was given excuses and told to resolve the matter through my bank.
      Their claim that they "do not have access" to the transaction is a transparent attempt to shift blame. As the merchant that processed the payment, they have both the access and the responsibility to investigate the matter. Their refusal to do so is a failure of basic accountability.
      Let me make this absolutely clear: I will not be making any further effort to resolve a mistake that originated on their end. This matter has been ongoing since March. It is now June, and I am no closer to a proper resolution than I was the day the charge occurred. That is unacceptable.
      The only appropriate resolution is a full refund of the unauthorized charge or documented proof that it has been reversed. Until this occurs, the complaint must remain open.
      Sincerely,
      *** ******

    Dine Brands Global, Inc is NOT a BBB Accredited Business.

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