Business Profile

Carry Out Food

International Dairy Queen, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

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Initial Complaint
10/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Dairy Queen - **************************************** The store location did not show up in my search through BBB plus it time to escalate since the actual location has neglected to address this seemingly simple event.I ordered soft pretzels (10/02/24) and they were too hard to eat. Called next day and was advised that replacement coupon would sent. I wish that was the end. Waited two weeks and nothing came. Called again (2nd call - 10/17) and was informed by the "assistant manager" that he can't resolve the matter but he will call the manager and the manager would call next day. Nothing. Called (3rd call - 10/21) again and another "assistant manager" said my name is on "the board" and the manager, will be in the next day, which is Tuesday (10/22). Nothing. If I had known it'd would've taken this energy to get what I paid for I would've just eaten the hard pretzels with a smile, which is unfair to me as a consumer. Unfortunately, I'm in too deep now and it's important that this manager and location be accountable to the community it serves. Its a little baffling to give someone the title of assistant manager but not empower them to send a coupon in the mail. Especially, if you're too busy to be bothered to do it yourself or to show up to the store more than once a week to handle looking matters. I've certainly been patient and graceful in my efforts. Very disappointed in the treatment I've received from this business and would like to document it here.
Business response
10/25/2024
Fan initially reached out to us on 10/24/24, we responded to the fan directly and forwarded their concerns to the restaurant. We have documented their additional concerns and responded to the fan directly.
Customer response
11/01/2024
I am rejecting this response because: I received a direct email from American Dairy Queen Corporation (ADQ) advising the franchise owner will reach out. The franchise owner messaged via email and we have not come to a resolution yet. If I could have filed a BBB complaint on this exact/specific franchise I would have but ADQ is severing as the profit champion and headquarters for this franchise through their franchise agreement, ongoing support, and quality control so until it is resolved, I will not be satisfied with ADQ. At this time I will continue to correspondence directly with the franchise owner to see if we can come to a suitable resolution, and I will update BBB.

Business response
11/06/2024
Fan initially reached out to us on 10/24/24 and 10/25/24 though the BBB. We responded to the fan directly and forwarded their concerns to the independent franchise owner of that restaurant. We have documented their additional concerns and responded to the fan directly.
Initial Complaint
09/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On September 6 I came to a Dairy Queen in the ********** area address ***************** at 434pm I ordered the Pomegranate ***** Blast I asked the female employee to just make it with Pomegranate when I received my smoothy I tasted it and it tasted like Strawberries I came back to tell her and she was giving the 3rd degree by telling me that she put Pomegranate in my drink but unfortunately she made it wrong and refused to make another one for me I emailed corporate about this and they told me they sent my email to the district manager and I have not gotten a response since September 6 its now September 17 and I sent another email to them and the same response I want my money back of 8.11 I feel that this particular Dairy Queen needs to hire better employees and when a customer like myself sends a complaint or concern they need to make sure they respond right away not 2 weeks or 3 weeks they need to be more diligent in there responses to there customers
Business response
09/19/2024
Fan initially reached out to us on 9/6/24, we responded to the fan directly and forwarded their concerns to the independent franchise owner of that restaurant. They contacted us directly again on 9/17 and we responded to the fan and send their concerns to the franchise owner. We have documented their additional concerns and responded to the fan directly.
Customer response
09/20/2024
I am rejecting this response became this doesn't resolve my concern regarding the situation when they sent me the Email never reviewed an immediate response from a district manager all I was asking was for a refund for the smoothly if I don't hear from you I will take this matter to small claims court

Business response
09/23/2024
We have documented their additional concerns and responded to the fan directly and will be mailing them a gift card.
Customer response
09/24/2024
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
However I would've preferred a refund of 8.00 but I will except the Gift Card next time when I come to a Dairy Queen I except to receive good service
Initial Complaint
08/27/2024
Complaint Type:
Product Issues
Status:
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.
Couldn't get a refund when I didn't get the right order. The manager just looked and me and didn't talk to me when I asked for a refund for the food I didn't get. I also couldn't complete a survey because the site is down. I would like a refund for my small blizzard with extra PB-cups. It was $6.08 plus tax.Order ID: *******************
Business response
08/27/2024
Fan has not reached out to us directly. We created a report for the fan and responded to the fan directly requesting the location address.
Initial Complaint
08/26/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On August 1, 2024 I had a person purchase an order from Dairy Queen by hacking into my mobile app. Once I received the confirmation email about the order, I immediately called the store to inform them not to release the food seeing it was a fraudulent purchase. They told me I had to call corporate to get a refund. I then reached out to the corporate store with the same information and requested a refund to my credit card. Since August 1, I have called multiple times asking me about the status of my refund; each time I get a different message and have been told each time it keeps getting "escalated" to another department with no response. I have talked with a supervisor and she told me she would get back to me but that has not happened. As of today, August 25, 2024 I am still waiting for the money to be refunded; I was told that I had to have the local store in ******** refund the money which is different from all the other times I have called. They can call the store directly and speak with the manager who helped me the day this entire situation occurred to verify my story. I also filed a police report for unauthorized use of my credit card.I am also requesting free food item coupons to compensate me for the time this has taken to resolve the issue. They can be sent to my house seeing I have wasted many hours of my time for an issue that should have been resolved weeks ago with good customer service.
Business response
08/26/2024
*** initially reached out to us on 8/1/24, we responded to the fan directly and informed them to contact the fraud department of their credit card company. We have documented their
additional concerns and responded to the fan directly.
Customer response
08/27/2024
I am rejecting this response because: I have reached out to my financial institution and they told me it would be easier for Dairy Queen to refund the money from there and instead of going through the entire process that might last a couple months. I have mentioned this multiple times to Dairy Queen, but for some reason it seems like I'm asking them to do something that is not even possible for some reason. I also mentioned that they should reach out to the local manager in order to confirm my story and they have not taken that action to do that which would be a very quick and easy route for them to resolve this matter and not waste my time like they currently continue to do.
Secondly, I requested compensation for my time as coupons for further purchases at their restaurants, and that was not addressed in the response from the company.
They can continue to respond here with the full details of what they are discussing with me instead of claiming that they're reaching out to me on the side. I would like this information documented with the Better Business Bureau for future needs and possible complaints if necessary.

Business response
08/30/2024
We have documented their additional concerns. Offered fan a check as a refund for the fraudulent order.
Customer response
09/03/2024
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.

They offered me a check, I will accept that as the solution but if they do not follow through or there are issues....I will reopen the case.
Initial Complaint
08/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
8/5 was the date. $12.37 was the cost. I went to DQ to pickup a mobile order of ice cream only. I waited at the pickup for a while and then went to the door of the restaurant to pick it up inside and the doors was locked. This was at 12:17pm. I drove thru the drive thru and was told by a young lady that they had no ice cream and that they would attempt to cancel the order. The order was not cancelled and I was still charged for the items I never received. Something seemed rather suspicious about the doors being completely locked and not one customer was serviced properly that day. I want my money back.
Business response
08/09/2024
Created report for fan on 8/9 and responded to the fan directly requesting their account information and the order number.
Customer response
08/12/2024
I am rejecting this response because:
If they are referring to the customer as fan, I have not received any communication directly from Dairy Queen. No phone calls, emails, or refunds. I never received my product.
Our order number is *****************. That phone number on acct is not an active number. Our number is **********. Email is still ************************** The point is, we never received the order. Theres people who can verify that the doors were locked and we were told DQ had no ice cream. We would like our money back please.
Business response
08/13/2024
We have documented their additional concerns and responded to the fan directly and forwarded their concerns to the independent franchise owner of that restaurant.
Initial Complaint
07/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
A woman claiming to be a ** refused to give me my food through the Drive Thru after it had already been paid for. I asked for a refund and never received it. I tried contacting corporate with no resolution. The ** is ******* and she was absolutely disgusting in her mistreatment of myself and my children.
Business response
07/19/2024
*** initially reached out to us on 7/14/24, we responded to the fan directly and forwarded their concerns to the independent franchise owner of that restaurant. We have documented their additional concerns and responded to the fan directly.
Customer response
07/23/2024
I am rejecting this response because:

I have not received an email or call from Dairy Queen or the franchise owner. I have not been refunded the money for the food I never received. I have been scammed out of $50 because of a disgusting human being acting as the ** of this franchise.
Business response
07/24/2024
*** initially reached out to us on 7/14/24, we responded to the fan directly and forwarded their concerns to the independent franchise owner of that
restaurant. Documented and forwarded additional concerns on 7/19. Documented latest concerns on 7/24. Responded to fan on 7/24 and escalated to team who works most closely with this restaurant.
Customer response
07/29/2024
I am rejecting this response because:

I still have not received any correspondence from this company, the local franchise or anyone associated with Dairy Queen. I have not received a refund. There has been no action taken by Dairy Queen on this matter. I have disputed the charge with my bank.
To ensure the company has the correct contact information:
email: **********************
phone: ************
Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Multiple times this past year I have purchased boxed "Buster Bars" which are made in our local Dairy Queen store, there is a picture on the box of what they should look like and how much each of them should weigh. They were drastically under weight (each of the six bars should weigh 5.75 ounces) the lowest weight was 4.1 ounces and the highest weight was 4.7 ounces, the other four bars fell in between those weights ( 4.3, 4.3, 4.4, and 4.5) which made the packaged weight more than 1/2 pound lighter than it should be! The box shows that they SHOULD also have a bottom layer of fudge with peanuts and a middle layer of fudge with peanuts, there is NO fudge, sometimes you might get a couple of peanuts in the bottom (I have pictures if needed). I have spoken with the manager and he said that they are being made properly. I have contacted Dairy Queen International TWICE and they have reached out to the store TWICE but they still refuse to follow protocol although the weights have improved a little (they are now weighing in at 5.1, 5.1, 5.2, 5.2, 5.5 and 5.5) however they are still falling short of the weights advertised on the box and there is zero fudge in them. It's false advertising and someone needs to protect the consumer from such a blatant disregard for the rules. Can you help?
Business response
06/26/2024
*** initially reached out to us on 5/22/24, we responded to the fan directly and forwarded their concerns to the independent franchise owner of that restaurant. We have documented their additional concerns and responded to the fan directly.
Customer response
06/27/2024
I am rejecting this response because:
I have actually made 2 complaints, the first one was in August 2023, Dairy Queen International has responded both times relaying that the Franchise owner of the Terrace BC Dairy Queen has been notified of my complaint. BUT my concern is that the issue has NOT been resolved, they are still selling a product ten months later that is underweight and does not contain the ingredients it is supposed to contain.
Initial Complaint
06/14/2024
Complaint Type:
Product Issues
Status:
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.
Date/Time of Occurence:6/11/24@ 6:58pm My family and I purchased $39.78 worth of food..It was a late evening, and I had had a long day at work and was getting dinner. The employee forgot to give the sundae that comes w/the meal, and I called to go back and pick it up.Was informed due to company policy I had to bring back the ENTIRE meal..My kids had already started eating the food on the way home..I feel the company policy for this location is scamming consumers due to the consumer not wanting to return an entire meal for one mistake on the ticket ************* gets to re- sell the product that is accounted for in the original sale and gets double the profit for that inventory************* should re-evaluate their return policy for a case by case basis..Altougj the store is independently owned this is is bad business under the Dairy Queen brand name..This store is abusing the return policy and caus8ng the consumers to unknowingly suffer .
Business response
06/14/2024
*** initially reached out to us on 6/11/24, we responded to the fan directly and forwarded their concerns to the independent franchise owner of that restaurant. We have documented their additional concerns and responded to the fan directly.
Initial Complaint
04/29/2024
Complaint Type:
Product Issues
Status:
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.
Can't get in contact with any department of dairy queen Canada. Email doesn't respond. Form Can't be filled out keeps saying not filled out properly. When trying a different way just sends me back to the same form?just have a simple question for them and there making it impossible?
Business response
05/03/2024
We are sorry the fan has been unable to submit an inquiry using the Contact Us form on our website. We recommend the fan clears the cookies and cache on their browser and tries again. If that does not work, we recommend trying a different browser. All required fields on the form must be filled out to submit an inquiry. The fan may also call our corporate Fan Relations contact center team at **************. We are available Monday through Friday from 9:00 AM to 9:00 PM Central Time and Saturday and Sunday from 10:00 AM to 6:00 PM Central Time.
Initial Complaint
04/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I stopped in the drive though of the restaurant in ******************** and asked for a chocolate shake on 4/17/2024. The man at the register said that the machine is down. I proceeded to inquire if there is one machine or more than one. He said more than one. The machine should be up and running for business hours of operation. He replied in a rude manner well We cant always and working 50 hours and if we can trade places then the answer is no. I was just asking about this. This is not the correct way to handle business.
Business response
04/19/2024
Documented fan's comments and responded to the fan directly and forwarded their concerns to the independent franchise owner of that restaurant.

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