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Complaint Details
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Initial Complaint
07/03/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
6/30/2023 I visited DQ store located **************************************************************************************** Creek, ** ***** at 2:27 pm. Yesterday I decided to go through the drive thru to bring some ice cream to a few friends. When I got to the window ******* D greeted me with "you didn't say your order". Not sure what she was talking about and explained there was a speaker on the other side of the building where you where to give your order. I was surprise since I didn't see the speaker non did any voice sound out asking if they could take by order. ******* than told me I will have to drive around the building again and do it right. I thought she was joking since the store was dead and there was NOT another car in line. She said "I will no longer take orders from the window"! Once again demanding I drive around the building. I guess this is my "punishment" for not seeing the speaker. I am 64 yrs old and to have this kid yell at me and tell me I have to do it over was demeaning and insulting. Truly ******* doesn't understand the meaning of customer service or does she understand how a company works. When someone visits your establishment to give you their hard earned money for there products, they deserve a little kindness, not to be scolded like a child. I would have left at this point but the treats were for friends, so I walked into the store. The items were disgusting. Cone was tiny and not the medium size I order. Blizzard was dripping everywhere. I want an apology and refund for this humiliating experience. You have lost several customers due to ******************
Business response
07/03/2023
Responded to fan directly. Forwarded fan's concerns to the independent franchise owner of the restaurant visited.Customer response
07/03/2023
I am rejecting this response because: The response I received from ** was demeaning and insulting. It was a generic response they send out regarding all their complaints. Nothing personal noted, just a vague statement to fit every situation. They noted they were sorry that I was disappointed and truly appreciate the feedback. Went on to say some one the stores were independently but did not say if this store was independently owned. I guest they added that information to distance themselves. They need to know it still has the ** name.
******* scolded me as I was a child and then went on to punish me. It was humaliating, but not one word in the reply from **. It was signed by ***************************, Senior Fan Relations Manager, American Dairy Queen Corporation. "FAN", you are not a rock star! Not one word regarding a refund. It's very disappointing how ** handles complaints and horrible employees. Obviously, ** can care less.
Business response
07/03/2023
We have responded to fan directly again. Apologized that our previous response was further upsetting. Relayed that the concerns cited are such that they must be addressed by the independent franchise owner of the restaurant visited. Relayed fans further concerns to the franchise owner of this restaurant.Initial Complaint
05/30/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
My son got recieved a gift card for Christmas and ised it once there is still money on it. Since January we have went 6 times each time they said the machine wont take the card. When i asked to speak to a manager they couldnt even tell me when the mananger would be there very rude and unprofessional. For me to be told each time after they made our order that the card wasnt working. So my son hasnt been able to get anything.Customer response
05/30/2023
It was at the dairy queen in ************* **. I dont remember namesbut for all the times i went im sure i talked to everyone who works thereBusiness response
05/30/2023
We have replied to our fan directly and have forwarded their concerns on to the independent franchise owner of the restaurant visited.Customer response
05/31/2023
I am rejecting this response because:
So you want me to donate money? I donate money all the time. So im out on money i spent and my son wasnt even able to use all of it! Which is not right!Business response
05/31/2023
I am sorry for the frustrations. Because this is an independently owned and operated business, they are the ones to respond to the concerns about the gift card machine that isn't working and any other related issues. I have forwarded your additional comments and relayed that you are seeking contact.Initial Complaint
05/24/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 5/23 I placed an order for the Diluth Canal Park Dairy Queen. They were very busy when we went to pick up our mobile order and it was not ready. However, they gave ** a melted shake, watered down pop, and 2 blizzards that were mostly plain ice cream and they were completely unmixed. I would like a refund of ***** please.Business response
05/24/2023
Thank you for alerting us to this contact. We have documented our fan's concerns and routed them to the independent franchise owner of the restaurant they visited. We responded to the fan directly.Customer response
05/24/2023
I am rejecting this response because: I dont just want an apology. I would like a refundBusiness response
05/24/2023
The resolution to the fan's request will come from the independent franchise owner of the restaurant visited. It is an independently owned and operated business and we have routed the request to them for the fan.
Initial Complaint
04/11/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I'm absolutely tired of DQ not caring about fixing this issue and continuing to ignore the issue rather than fix it. I saved up my points for over a year to use on a cake and item that cost **** points. Instead I was greeted by a unfair reward system, zero care about how there restaurants work and not wanting to give me back the points I worked hard to earn and spent my money at DQ. I have lost over **** points from last year but I have zero way to reasonable use them, DQ does not enforce it app onto every store and doesn't seem to care about it either. My local DQ has never accepted the app and my only conclusion is there franchise owner doesn't care about DQ and just use there name for money since there quality has always been worse than the other ones around me. But that's the next part all of the other DQ that do accept the app are about an hour or more drive from where I live, so it's less about the convenience of pulling into my local DQ and using my points than having to drive far to actually use them. Instead my only response is sorry and not one new enforce or strike on the franchise in my opinion of hurting DQ brand and abusing it's what I would say "grand father" in status. Do better DQ all restaurants should be required to accept the app no matter if they was a franchise starting in the 70s or today. All other restaurants chains from ********** to *****'s force app participation why aren't you the same? And if your aren't I think you should extend your point expiration or have a way to redeem points without going to DQ maybe free merch or merch discount? I sent a dozen emails and I hope someone from corporate will see this and actually try to make a change or make things right for me. I'm really thinking of never going to DQ again because I don't believe how you handle your app is right for your customers.Business response
04/21/2023
Responded to fan directly. Reviewed the points expiration process again for our fan, that not all stores are yet set up for DQ Rewards and mobile ordering, and that our team is continuously working to refine and improve our DQ rewards program.Customer response
04/21/2023
I am rejecting this response because: they did not offer anything but an empty sorry i expect better from a company who slogan was once fan food not fast food, if you care about your customers and people who are loyal to your brand you should do something when they feel betrayed or cheated instead of an empty sorry anyone can give.Initial Complaint
02/03/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
We went to the dairy queen on dairy queen and chill ************************************************************************************ ************. We want on there on February 1st, 2023 and it was at 6:07 pm. . And we ordered the two chicken baskets and pretzels and it didn't really taste good. We paid for a ice cream cake it cost $31.25 and the cake was $28.99 and my husband had the app and it was supposed to be $3.00 or $5.00 off the ice cream cake and when he scanned the phone it didn't go through. It was that amount. And I called the manager and she said she was the owner of the store but she wanted us to pay again. And we are recovering from covid and we are on oxygen. We just want our money back. We are not going to pay again because we are on social security disability income. We are a disabled couple. We need the money back please. And I don't need it because it is my birthday. And my ice cream cake birthday cake. Resolution,we want our money back. Thank you.Business response
02/13/2023
Replied to fan by email and routed concerns to the independent business owner of the restaurant visited in ****, **Initial Complaint
01/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was recently an employee there, I had went on maternity leave for ******************** August, when my 12 weeks were up I told my boss I was ready to come back from maternity leave and I was told that I was no longer an employee anymore. *** worked there for about 3 years.Business response
01/11/2023
responded to employee directly, and forwarded their concerns to the independent franchise owner of the restaurant at which they were employed.Initial Complaint
01/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an online order for the ******** ******* location on 12/21/22 @ 9:03 pm, however, the store hours are incorrect so they were closed. They took $33.62 out of my account, I didn't get the order and I've requested a refund several times. The Franchise owner seems to be out of the country and hasn't responded about my refund. I shouldn't have to wait a month to resolve this issue due to an error on their end. I need a refund as soon as possible, please. I imagine I'm not the only person this has happened to.Business response
01/11/2023
Thank you for reaching out! We investigated on our end; worked with our operations team and the management team of this location. Followed up with fan directly by email this morning relaying the refund has been processed by the location and they should see the refund come through shortly on their end.Initial Complaint
12/29/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order# ***************** I placed this order through the Dairy Queen app and when I got to the drive-thru the lady told me she didn't have bananas so I told her to cancel the entire order and we left. She said she did not know how to cancel orders. Please cancel this order and refund me my money.Business response
01/06/2023
Thank you for sending forward this notification; we also received contact directly. We have responded again to our fan directly today by email, and also followed up with our team that works most closely with this restaurant.Initial Complaint
08/18/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Dairy Queen took 500 points out of my rewards balance with NO NOTICE whatsoever and refuses to put them back. They didn't email me or send a push notification warning of the point expiration date. I had plans to use the points to get a Dairy Queen cake for my Mom's upcoming 85gth birthday. I went to calculate the number of additional points I needed and planned to go to Dairy Queen to get them that day so I could order her cake the next day. 500 points were GONE with no notice from Dairy Queen. I wrote to them repeatedly via email and they had no explanation for why their system didn't notify me other than it doesn't have that capability. I said how is that possible if it knows when to take them out? Frankly, it's pure laziness on Dairy Queen's part...they have the capability to notify people when their points are going to expire, they simply CHOOSE NOT to so they can take their points! I want my points put back into my account!! They RUINED my plans for my Mom's 85th birthday party and caused me TREMENDOUS stress trying to scramble to find another cake with 3 days notice.Business response
08/18/2022
Thank you so much for following up with us regarding your concerns. We have responded to our fan directly by email, apologizing and resolving all concerns.Customer response
08/19/2022
I am rejecting this response because:
I want a formal apology: Dairy Queen caused me tremendous stress and time emailing back and forth with them and them repeatedly telling me they WILL NOT AND COULD NOT put the points back in my account and then once I filed this complaint, LOW AND BEHOLD, they're now able to put the points back in my account. THAT is ATROCIOUS behavior! THEY WERE LYING TO ME FOR A MONTH and they caused me a lot of stress and so much time going back and forth and then filing this complaint. Dispicable behavior and others should know about this!Initial Complaint
07/20/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My local DQ refuses to honor coupons for a treat that came off the bag used for kids meals. The reason given to me by staff is because they don't use the same colour of bag anymore. As a customer, that doesn't make any sense. Why would that make any difference? All of those meals were purchased from said location. DQ corporate advised franchisee to contact me, but I've been ignored. June 17 was when I tried to redeem the coupons. All I want is what the coupon states I can have. I have 8 coupons.Customer response
08/11/2022
I have not heard from the company. Neither the local franchise owner nor the corporate office.
Very disappointed that they don't even have the courtesy to reply. Obviously customer satisfaction isn't important to them.Business response
12/06/2023
We have documented this fan's concerns and have responded to the fan directly requesting the address of the location they visited.
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Get a QuoteCustomer Complaints Summary
41 total complaints in the last 3 years.
23 complaints closed in the last 12 months.