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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

    • 312 total complaints in the last 3 years.
    • 90 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:09/22/2022

      Type:Billing 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.
      ********* charged my credit card 4 times for my meal on Sunday. This caused pending overcharges on my bank account in excess of $200. Called the store for 2 days and no one answered. Called the complaint line and they are aware of the issue and are working to fix it within 72 hours. Called back today to learn that they are now working to resolve this by the end of the week. This is concerning to me because it caused issues with my other bills that came through on my account... they offered nothing more than an apology and explained that the store was probably not answering due to being bombarded with calls. I don't feel this is acceptable and that there should be more attention and urgency to resolve this issue.

      Business Response

      Date: 10/12/2022

      Consumer Response /* (2000, 9, 2022/10/10) */
      Business responded with an apology and steps where I could get over draft fee refund for anything that caused my account to overdraft. I did not have this situation but I do still feel they should find a better procedure for communicating with consumers.

    • Initial Complaint

      Date:09/21/2022

      Type:Customer Service 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.
      MY **** CREDIT CARD WAS USED ******* ON 7/28/22 AND 8/9/22. THE CARD WAS USED AT *********** TWICE *********************** ON 7/29/22 FOR $25.21 AND 8/11/22 FOR $17.85.EMPLOYEE CREDIT CARD FRAUD. REPORTED TO **** CREDIT CARD FRAUD LINE ON 8/17/22.

      Business Response

      Date: 10/13/2022

      Business Response /* (1000, 12, 2022/10/10) */
      This has been escalated to the group that owns and operates this location, who have indicated to us that they have attempted to reach out to the guest.


      Consumer Response /* (3000, 15, 2022/10/10) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      As of 10-10-22 1445 hours no one has contacted me from this group. There is response in this report from this group. Let the police dept do their job fraud.


      Consumer Response /* (2000, 16, 2022/10/13) */
      close this case. **** has the case. ** credit card has credited my account.

      Thank you for your help.

    • Initial Complaint

      Date:09/12/2022

      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.
      On July 23, 2022, I went to applebee's in ******** with my family. Which was a party of 3 with a baby. We ordered appetizer, drinks & our food. Appetizer came out first nasty & cold. Drinks came out in the wrong glass tasting like spoil fruit & a most horrifying after taste. I asked the waiter could it be changed or exchanged. He informed me management has no exceptions to alcoholic drinks. So I asked to speak with the manager to inform them how nasty the drink was even though I was paying for it anyway. Manager never came to the table. Business was over half empty. Saw management come out a few times to other tables deliving food and laughing- joking with other employees. Waiter then come back to the table said management sent him to do the dirty work & refuse to come to the table. I asked for management name - ******. He brought out the food. Broccoli smelled spoiled, steak & potatoes was cold. My family member food was cold & horrible also. I DID NOT EAT ANY OF THE FOOD OR DRINK THE DRINK. PAID MY ENTIRE BILL! All because I wanted to do everything the right way & complain. I completed a Google review the same day with pictures. Wish there was a ZERO star option because that is what this establishment deserve. I filed a complaint with the applebee's website July 26, 2022 - Case number XXXXXXX. Only thing received so far is a generic email with a case number. Haven't heard from anyone since. Either the company doesn't care or the whole Applebee's establishment is ****** - Horrible Customer Service & Extremely Nasty Food. I would like a FULL REFUND.

      Business Response

      Date: 10/12/2022

      Business Response /* (1000, 8, 2022/09/27) */
      The regional manager ****** replied to the guest's initial case letting us know that they tried reaching the guest three times, including leaving a voicemail for the guest to provide an update. They also replied later to inform us that a refund was issued to the guest.

      If further follow up is still needed, we would ask that the guest calls us at XXX-XXX-XXXX.

    • Initial Complaint

      Date:09/07/2022

      Type:Sales and Advertising 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.
      Entered by BBB staff LOConsumer states they ordered food the following Applebee's location: ****************************************************************** 44118Consumer ****** about a month ago she had surgery on her eye so she had her granddaughter order food for her. She states she ordered the steak with the $1 shrimp special. The consumer states that because of the surgery she fell asleep due to her medication. The consumer states when she woke up to eat her food the steak was extremely dry and the shrimp was very salty. She contacted the store and they looked up her order and told her they would send her a $30.00 gift card, all she had to do was provide her address. The consumer provided her address but she never received the gift card. She called back and the manager told her they have been so busy that he forgot to mail the gift card but that he would mail it that evening. The consumer never got the gift card and it has been a month.

      Business Response

      Date: 09/08/2022

      We have escalated these comments to the franchise ownership team over University Heights. They would be the ones sending compensation on behalf of this location in question. We are asking that a representative of the franchise reaches out with ****** between today and Tuesday at the very latest.

      Customer Answer

      Date: 09/19/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have not received response from Applebees manager yet. I even contacted the manager several times since and left messages. I am a senior citizen and I feel like I don't matter . Seniors have rights to . So, I am not giving up on this matter.

      Business Response

      Date: 10/05/2022

      We added this feedback to the guest's existing case and updated the franchise group that owns and operates this location, who have indicated that they have reached out to the guest.

      Customer Answer

      Date: 10/11/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      I can't believe that the BBB is allowing this manager to reply with the same answer. In fact, they still haven't reach out to me. I have called the manager in charge for the day food order was delivered several times with no response back. I have even talked to other manager that just working there but he said that He can help me if he can get permission. The company should give permission to any manager there to resolve the problems and that manager can contact me at ************ or email me at ********************** to come pick up the $30 coupon Applebees location to accommodate me for their mistake. At that point, this can be over.

    • Initial Complaint

      Date:09/06/2022

      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 placed an online delivery order on*********** website on Aug 25, however I never received my food. I contacted*********** customer service online, and then got a call from local restaurant (in ****** *** on Aug 26 and was told a refund request has been submitted. I never received the refund. On Sep 3 I called the restaurant again and the guy answered my phone apparently did not want to double check for me and told me to just wait.

      But until now it's Sep 6 and it's been 11 days since the refund request been submitted, and I still have not received my refund! This long waiting time is ridiculous! Total amount is $59.57, Order # *****************. Please refund me ASAP! I have never waited such a long time for a simple refund!

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 5, 2022/09/06) */
      We have spoken to this guest and have also added these comments to their existing case. We are notifying the group that owns and operates this location.


      Consumer Response /* (3000, 8, 2022/09/06) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Update: I called************ again today and later got an email from************ franchisee. They said they think they did nothing wrong and will not refund me. So I waited 11 days for nothing. What a joke, I will never order any ********** again.


      Business Response /* (4000, 10, 2022/09/07) */
      If the guest has any further feedback, they are welcome to call us at************.

    • Initial Complaint

      Date:09/04/2022

      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 came to the *********** located at **** ***** ******* ***** ********* ***** *** It took 10 minutes to be seated! The bar had all the host sitting down ******** and ******** The table we sat at was dirty I had to asked it to be cleaned! It was dead flies on the walls and flies near where I was I was sitting! The floor was extremely dirty and black spots in the carpet. The workers were at the bar, on cell phones, playing and using poor languages,

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 10, 2022/09/07) */
      We have escalated this to the franchise that owns and operates this location. Someone representing them will contact the guest back.

    • Initial Complaint

      Date:09/03/2022

      Type:Delivery 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.
      Why are you closing early and not fulfilling online orders?

      Business Response

      Date: 09/22/2022

      Business Response /* (1000, 5, 2022/09/07) */
      We are reaching out to the guest to obtain more information.


      Consumer Response /* (3000, 7, 2022/09/08) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Company has reached out to me as they stated. However, still waiting on resolution.

    • Initial Complaint

      Date:09/01/2022

      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.
      Good morning,
      My name is **** ******** and on the 1st of September 2022 . I had breakfast at ihop on *** *** ******* ** ******** *** XXXXX. Just let you know the service was not good. One of the servers didn't want to show me a seat and then it was another severs that didn't want to take my order and the last server didn't not want to give us any napkins and just ignored us. And asking to speak to a manager he was being smart about me asking about why there was three servers that just came to the table but didn't enhance the eating experience.

      Business Response

      Date: 10/07/2022

      Business Response /* (1000, 10, 2022/09/03) */
      We have escalated this to the franchise group that owns and operates this IHOP location. Someone representing that team will contact the guest back within 4 business days.

    • Initial Complaint

      Date:09/01/2022

      Type:Sales and Advertising 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.
      HI BBB. I am a teacher and I saw something about kids eat free. So after school, I brought my daughter recently. When we got the restaurant, we did not get a Hoppy Hour menu, and I asked if that was over. The waitress said she did not know anything about that. I then proceeded to say, "does it matter what I order for the kids eat free?" She said "no". So I ordered, and my daughter ordered. Everything was fine, except my hash browns were not cooked extra crispy as requested, but I did not say anything. When the bill came, I was charged for both meals. I mentioned (for a second time) the kids eat free. At this point, she said she did not know about that and walked away. WHAT?! Why wasn't that mentioned BEFORE I ordered, when I originally mentioned it? I do not understand what is going on. So there is no kids eat free, like I saw? And there is no Hoppy Hour any more (even though I just got another email about it)? In any case, I paid and left, but I do regret tipping her. I am a teacher, so I do not make much to begin with, and the state is always finding ways to screw us more and more. So when a deal is advertised, I expect it to be honored - perfectly reasonable. In any case, I did write the company. Someone called a few days later and left an unclear message. and I called back and left a message. It has been over 2 weeks and I have not heard back, which means nothing has been resolved - unacceptable. And when I left a message I also said that I tried to start earning points but it said I needed a bar code or 13 digit number, but neither were on my receipt. I do not know what is going on. Please respond via email only.

      Business Response

      Date: 09/13/2022

      Business Response /* (1000, 5, 2022/09/02) */
      Guest's feedback has been added to their existing case in our database and notification sent to the group that owns and operates this location.

    • Initial Complaint

      Date:08/31/2022

      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.
      An employee at **** **** is using my social security number to work ********** After I reported this identity theft to the IRS, I was advised to call the restaurant to see if there was any way to resolve this issue. When I called the manager, ***** I was told there was "nothing she could do" repeatedly. There was no sense of urgency from ***** regarding one of her ********* ********** ****** In fact, ***** let me know that it was not her ****************** to check. This is not okay. It would seem that as a manager of a chain restaurant it in fact should be her responsibility to ensure that her ********* aren't ********** identity ******

      Business Response

      Date: 09/13/2022

      Business Response /* (1000, 5, 2022/09/02) */
      We received comments about this matter through our website on 8/26/22 and have escalated them to the franchise group that owns and operates that location for their investigation. We can be reached at ************ if there are any other comments ore questions.

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

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