International Dairy Queen, Inc.

Initial Business Response /* (1000, 5, 2015/09/08) */
customer had indeed reached out to ADQ twice; twice his concerns frowarded to the store in Galesburg for resolutionADQ Fan Relations team called him today 9/8/and ADQ will be sending a $gift card to him

Initial Business Response /* (1000, 5, 2015/05/14) */
following up with fan to clarify location visited
Initial Consumer Rebuttal /* (3000, 7, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I responded and had also previously called the toll
free number listed on their bag and have not heard anything
Final Consumer Response /* (3000, 15, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** did follow up but I did not receive a gift card despite being told I would
The actual store called as well and left a message, I've returned the call twice now only to be told "call back in minutes"
Final Business Response /* (4000, 17, 2015/06/03) */
Called Ms*** to follon her contact; verified gift card not receivedWas initially sent as promised, and gift card shows transactionsSending blank gift card to Ms***Will load the card when we know she has received it

Concerns cited involve independent franchsie owner of this restaurant. Responded to Fan by email, relayed concerns to ADQ operations team that works most closely with this restaurant, and relayed fan's concerns to franchise owner of this restaurant, withholding fan's concerns per
request

Initial Business Response /* (1000, 5, 2015/12/29) */
Fan's contact details have been documentedWill be reaching out to fan to identify location visited

Initial Business Response /* (1000, 5, 2015/11/05) */
have reached out to fan for more information regarding the locations visitedfollowed up with a phone call -- connected with fan's fiance'learned one location has responded and provided a gift card for a future visitFwd comments to both
locationsresponded with an email (11/5/11:59:AM )to fan relaying actions taken and that we'd spoken with fiance'

Initial Business Response /* (1000, 5, 2015/10/27) */
Fan contacted ADQ on 10/- fwd to franchise owner of the restaurant same day, response relaying the forwarding of the fan's concerns also sent to the fan at that timeUpdating contact information received at that time with this information
Will fwd again to franchise owner of this restaurant

Initial Business Response /* (1000, 5, 2015/05/22) */
Mr*** had initially contacted us at ADQ on May 5th.he was sent an email seeking more information from our corporate office on May 8thWe received follcorrespondence from Mr*** on Friday May 8th, after our offices closed for the
weekendOn Monday May 11th, His concerns were routed to the independent franchise owner of the Anchorage Alaska DQ Grill & Chill restaurant on Tudor Rd, and he also received follcorrespondence from our team that same dayOur records indicate that the franchise owner or their management team reached out to Mr*** on or around May 12thBoth Brittany and I from my team have reached out to Mr*** today and his concerns have been forwarded again to the franchise owner of the DQ Grill & Chill restaurant

I am rejecting this response because: This is not the responsibility of the franchise owner as the franchise owner does not package the item
purchased containing the large piece of wood that existed in my product, cut my mouth and could be existing in other items of the same batch to do worse damage

Initial Business Response /* (1000, 5, 2015/04/08) */
Thank you for forwarding this to usWe have documented Mr***'s concerns and we will be forwarding them to the independent franchise owner of the Henderson NV DQ Limited Brazier restaurant

Documented concerns relayed here, forwarded to independent franchise owner of the restaurant involved and responded to Fan relaying action taken

fwd fan's concerns to independent business owner of the restaurant vistedfollowed up with an email once concerns routed

Initial Business Response /* (1000, 5, 2015/09/09) */
Fan contacted us and Revdex.com at the same timefwd concerns to storeMgmt of store reported reached out to fan and resolvedfwd Revdex.com report to store as well

Initial Business Response /* (1000, 5, 2015/07/22) */
Documented Fan's concernsFwd to franchise owner of the Beaumont TX DQ restaurant visitedfollsent to fan documenting the receipt of comments and that they've been forwarded as noted above

Initial Business Response /* (1000, 5, 2016/02/01) */
Fan also wrote directly to ADQ via contact us pageCall Date/Time: 1/29/12:00:PM
Report fwd to store 1/29/3:29:PM
Representative of store contacted fan by phone and a gift card is on it's wayInternal Report updated
1/31/8:35:AM

Initial Business Response /* (1000, 8, 2016/01/10) */
Connected with the Fan again on Gift cards deactivated and sending check to reimburse

Initial Business Response /* (1000, 5, 2016/02/16) */
Called customer, identified location visited. fwd concerns on to independent franchise owner of the location.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
I would still like my money back for it. Please credit my account. It's only 4 dollars but it still matters to me.
Final Consumer Response /* (2000, 11, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 9, 2016/02/17) */
Updated our internal report with customer's request for reimbursement and relayed again to the franchise owner of this restaurant. also relayed this information directly to fan by email.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I am rejecting this response because:
Better...

Business Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted],However, Dairy Queen is being disingenuous with regards to their above response. No one ever contacted me after the initial complaint nor did I receive any coupons from Dairy Queen. Jeff, district manager, contacted me on April 13,2016 and was very apologetic, empathetic and professional. He confirmed my address and stated he would send me coupons to satisfy this complaint.

I am rejecting this response because I have not received a phone call.  The gift card number and address was provided upon contact with DQ customer service.

Fan also wrote to corporate office.  added Revdex.com comments to report, will be responding to fan and will be routing to independent franchise owner of the restaurant in question.