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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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    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:04/06/2023

      Type:Customer Service 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.
      On April 5th, 2023, my best friend and I went for breakfast at IHOP and the wait time to be seated was approximately 10 minutes and we finally decided to seat ourselves. No waiter or waitress came to our table, eventually a rude cleaning person came to our table and ********** the menu on the table and walk away without any acknowledgement. The waitress Ms. ***** finally took our orders, and her uniform was filthy dirty, and she was very unprofessional. They were understaffed, only two waitresses, one cleaning person and one cook on duty. The food was lousy, burnt and they had no strawberry jam or honey. We received our Pancakes and Toasts after we had finished our meals. The worst restaurant I have ever been to service was terrible / horrible. The place looks unsanitary, trashy and tables are wipe down with dirty rags. Out of five stars, I would rate them a BIG FAT ZERO. The staff walking around with no hair nets and the same gloves throughout my visit. The department of health should do a customer shopper survey.

    • Initial Complaint

      Date:03/31/2023

      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 3/30/23, my family went to Applebees located at *************************************************************************** of 16. The hostess advised she couldnt seat a party of 16, I saw open tables. She advised she had to ask her manger. The manager gave permission to seat us. She advised the wait time will be 20 min, but 20 min turned into almost an hour. The hostess advised she had us waiting so long because she wanted us to be served by a certain waitress. Our waitress was Terrenesha. I advised there will be 3 checks. We placed our order I ordered Double Crunch Bone in buffalo wings well done with a side of lemon pepper seasoning. Wings came out, the wings were honey hot with a side of honey. I advised the gentleman the wings were incorrect, I am allergic to honey. He took the wings back, came back with the same wings but this time they were tossed in buffalo sauce. I bit into the wings and tasted honey. I asked for a manager. ***** came to the table immediately shouted, We dont have lemon pepper seasoning. I advised my food is not correct, I have sent it back once already. ***** was rude, she continued to talk over me instead of listening. She interrupted asked, What do you want instead? I advised, Nothing. She snatched the plate from in front of me. I asked for the contact information for the General Manager of the store, and she sent him over. The General Manager was nice & patience & took the time to listen to my concerns. He offered to correct the issue, I advised I was okay, but he insisted. Terrenesha brings out the check, one check totaling $216.99. I reminded her there should be 3 separate tickets . She comes back with 2 tickets; I advised this is not correct tell her how the ticket should be divided. She brings it back again & its still incorrect. She goes to the back, & I can hear her scream, UGH, F** this, fire me, I dont care, etc. I left the restaurant extremely appalled and dissatisfied with the service my ********** received.

      Business Response

      Date: 04/11/2023

      This guest contacted us on 3/31 about their visit and a case was escalated to the franchise for follow up and resolution. On 4/2, we received a reply from the management stating that they had contacted the guest and that the guest appreciated the call. If this is untrue, or the guest is wanting further communications, please let us know and we can make sure to send an update to the franchise team asking for immediate contact to the guest. (Case 3090196)

    • Initial Complaint

      Date:03/30/2023

      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.
      Went into Ihop at ***** ************** in **********, ** on 3/29/2023 in order to take advantage of the 50% off entire guest check on Wednesdays for senior citizens. The waiter, ******, did not honor the 50% off check despite the signs on the ceiling advertising the deal. The manager, ******, came to speak with us and despite us pointing at the multiple signs with the 50% off advertisement, he did not honor it either and was also unpleasant. I explained that it is false advertising and he did not care. I am requesting a refund for half of the check as promised with the advertising on the ceiling. Please see attached photos for proof.

      Business Response

      Date: 03/31/2023

      This guest submitted their complaint through our Contact Us form on 3/30 as well. We have escalated the complaint for follow up to the franchise team over Woodbridge and expect the guest to receive follow up between today and Tuesday at the latest.

    • Initial Complaint

      Date:03/29/2023

      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.
      Hello. I cancelled my order and asked for a refund after waiting an hour and still not getting all of my food that I ordered. I ordered online and was there to pick it up at the curbside pickup. I asked for a refund reciept but an employee lady named ****** said she couldnt give me a refund reciept since it was ordered online through a 3rd party and that I would get a refund. I am just sending this message because I was unable to get a receipt of proof for my cancellation but they said it will be refunded to me. I ordered at the Applebee's at ************************************************************************* on March 3, 2023 at around 4:07pm. My receipt number check # is 8192-1603985 and I ordered with a **** card in the amount of $82.08. Please contact my as soon as possible. After sending the above message in an email to Applebees I have not received my money yet again. I contacted the Applebee's headquarters on their website and placed a complaint. on March 16, 2023. The manager of the Applebee's called me at on March 17, 2023 around 12:33pm and apologized and said that it would be resolved and that I would receive my refund in a couple of days depending on what bank I use. So I have waited patiently and still no refund. So now I am reaching out to the BBB for help.

      Business Response

      Date: 03/30/2023

      We were notified by the franchise team who owns the Carbondale location that they were going to refund the guest and invite them back for another meal as well. We have sent an update with the new information from the guest's BBB response and will request for their staff to further follow up on this matter as soon as possible. This will either be via phone call or e-mail.

    • Initial Complaint

      Date:03/28/2023

      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 placed an online order for curbside pick up from iHop located at ****************************** ******** **, ***** and I was given bad food. It was also hair in my food and started feeling really sick in my stomach, puked everywhere and when I called to tell them about it so that I could get a refund they steady giving me the run around talking about call back or the manager not here. When I finally spoke with the manager she was saying the same thing talking about I would have to call back because it will take her too long to find my receipt because she have to look through the whole system and I have pictures of my online order and pictures of the bad food I was given

      Business Response

      Date: 04/07/2023

      This has been escalated to the franchise that owns this location, and a representative should be back in touch with this guest. 

    • Initial Complaint

      Date:03/17/2023

      Type:Product 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.
      My ordered was unfulfilled and I refused a refund. I originally placed an order online and received the confirmationat 5:31 PM CST 03/17/2023. I pay andstart heading over to the location. I arrive at approximately 6:25 PM. As soon as I enter, I get yelled at and told "I'm not taking mobile orders". I'm confused since I just walked in and walked up to the counter. As the lady, ***********************, is moving around. I say, I'm not placing an order. I already ordered online via a computer. She then says, yes I'm not doing those. I reply, could you not have called the people placing orders and let them know? She replied, she did not have to do anything but tell people as they came in that she was not going to be making the food(very condescendingly). I ask for her name and her manager's name, which she begrudginglygives, then gets angry at me for asking and threatens to come to my work place. I ask her how I contact her manager and she says to go on the app. I ordered from the site so no access to the app. She gets more irate because I have not left yet, because I'm still looking for a contact. She refuses, so I head out the door.While in the car, I realized I already paid. I should get a refund since I can't get my food. I walk back in and I ask to get a refund since she can't fill the order. *** saysshe doesn't have any money and will not be giving me my money, that I need to report it on the app. I explain again, I did not order through an app. She then tells me to call my credit card company. During the entire ordeal she is very rude and dismissive. She then spills a table of drinks and starts cursing at me. She said it was my fault she spilled the drinks because I am talking to her. She gets more irate and I leave before I have to hear her curse anymore than she already has.It was crazy some of the things I was hearing and how this all played out. If she was not rude and dismissive from the start and instead apologized for being unable and unwilling to fulfill orders it would have gone very differently. But that is not how it went down. I was treated like it was my fault for placing an order and coming into Ihop and that I was furthurat fault for expecting a refund and not trying to dispute the charge with my credit card company.My Order # *****************Location:IHOP *************************** AUSTIN8801 ***************************************************************************** Thanks,***** *****************************

    • Initial Complaint

      Date:03/15/2023

      Type:Sales and Advertising 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.
      IHOP had changed their original fan club to the bank of pancakes rewards. I had an account under the previous one. Upon trying to make a new account thinking that they couldnt migrate anything, I found out they migrated my account to the new rewards program. Now heres where my problem comes in. No matter how many times I change my password, I cant log into my account. I cant even report this to IHOP because they only allow customers to contact them for a specific location. I have no way to email corporate support about my issue. Millions of people are writing reviews about their app too who are having the same issue and giving one star just like I did. This has been going on for months with no resolution.

    • Initial Complaint

      Date:03/09/2023

      Type:Customer Service 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.
      see Attached document

      Business Response

      Date: 03/31/2023

      We do not see any attached information for this besides the guest name and mailing address. Are there any visit details, e-mail address, or phone number for the guest? We will look into this further when more information is provided.

      Customer Answer

      Date: 04/27/2023

       
      Complaint: 19561470

      I am rejecting this response because I was not only insulted by then manager *********************** I was assaulted and had my rights violated for doing the right thing by getting a Covid test to protect my Co-workers and customers from getting the Covid from me as I was made aware of the fact that my lady friend had tested positive after going to the hospital for her regular check *** do to her having a Heart Transplant. We had gone out to dine and then I had taken her home to watch a movie and she fell asleep in my arms, so I had to be tested. I called ****** to make him aware of this and he would not take my calls. On the morning of Feb.14th I had gone up to work to give ****** my test Results and I was told ****** had just left so I sat and waited for his return and upon his returning I was made to follow him to the kitchen area as the office is located in the back area. I reached in my pocket and proceeded to hand ****** my Covid test results and to my surprise he (CHELBI) TURND AROUND AND SLAPPED THE ***** out of my hand and I picked up my test result paper and I told ****** don`t ever put your hands on me again and then he ****** told me that I was fired/terminated and proceeded to inflate his voice at me and told me to get out of his resturant. I went home and called the police on ****** and to press charges on him for hitting me on my hand in the process of slapping my Covid test results out of my hand.

      Sincerely,

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

      Business Response

      Date: 05/04/2023

      We are still unsure which restaurant concept this is regarding, but we can offer franchise HR contact information for both since this is regarding a past employee. This is not something that our Guest Relations team can directly help with, but one of the two contacts below should be able to assist further.

      IHOP: **************

      Applebee's: **************


    • Initial Complaint

      Date:03/07/2023

      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 ordered 3/5 for delivery from this location around 8:00 pm. I ordered chicken strips substitute onion rings for fries and coleslaw; I received approximately 4 onion rings in a huge takeout container and no coleslaw. I also ordered shrimp with fries; I received no fries. The tickets attached to my food were totally correct. The order was obviously not filled properly at the restaurant. I would like a refund mailed to me for spending over $40 for what amounted to be small servings of chicken strips, shrimp and onion rings. I would like a refund from this restaurant and will vow to never return to this restaraunt,

    • Initial Complaint

      Date:03/03/2023

      Type:Customer Service 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 had an issue with Applebees on ******* Road in **************, ******* I had placed a mobile order on their website and it took 40 minutes for it to get done and then when I got there to go pick it up I had to wait another 10 minutes because nobody wanted to help me and then finally somebody came and helped me get my food and it was cold by the time I got home and Im only five minutes down the road and when I took a bite out of my steak, I had ordered well done steak and I got pink steak and I was supposed to get 12 shrimp only got eight

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

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