Complaints

• Initial Complaint

  02/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the last several months, I have called and emailed asking for help with Qdoba gift cards purchased for my family. Many of the bonus gift cards do not work even though the dates are still valid and worse yet, the cards that never expire are also not working. These were purchased directly through the Qdoba website, so there is no reason they can not fix the issues. Phone calls elicit an understanding of the issues and direction to email customer service for help. Which, of course I haveone response generally takes 6 weeks from them. I received two responses explaining the issues, but months later, there has green no follups to actually fix the fact that Qdoba has basically stolen from me.

  Business response

  02/06/2025

  Hi Doc,

   

  Thank you for reaching out. It looks like we have spoken with you and advised the gift cards are sold by a third-party company on our website. We do not have access to the accounts where the cards are purchased due to them being third party. We also emailed you again on 1/6 following up on your inquiry, but we did not hear back. For the other gift cards that you state your son used and is not working we do not have access to the third-party cards so the seller of the cards will be best to follow up at ************. If you can also respond to our email/question below as well as provide your receipt to the order, we can get someone to follow up with you!

   

  Email from Guest relations 1/6:

  In regard to your bonus gift cards. Were you able to redeem them? Is the issue that you are unable to use the gift cards in-store? Please note, the bonus cards were not valid until 1/1/25 and good through 2/28/25. Thanks again and I look forward to hearing back.

• Initial Complaint

  12/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 13th I placed order ***************** for the *************** ** location. When I called to request a refund they said there was no way for them to refund a mobile order, which I find intolerable as what if someone needed to cancel an order or it was made wrong for example, how can anyone get a refund? The 2 bowls I ordered were incredibly missing in any toppings. Basically it was just a bowl of lettuce. There was not even any steak on the bowls, which is not the first time this has happened. A full refund is needed in the amount of $25.89.

  Business response

  12/16/2024

  Hi *****,

  
  We want all our guests to have an awesome experience, and it sounds like we missed the **** this time. Not to worry I have notified the team over the store that can best follow up with them. Also, if you happen to be a rewards member and can provide your rewards card number, I will provide you with 3 free entrees! I hope with the entrees you will come back for a better experience. I apologize again for the incident and hope to hear back soon.

  Customer response

  12/18/2024

  I was *** this would happen but no one has gotten in touch with me nor uploaded 3 entrees

  Business response

  12/19/2024

  Hi *****,
  
  
  No problem, I have added 3 entrees and a free bottled beverage reward. You should see those within 24 hours, and I hope to see you back soon!

• Initial Complaint

  11/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order was placed with more than 8 items and only received 4 items. The items that were delivered did not contain the correct items that we ordered. There was literally NO meat, no chips, and anything else extra was not given to us.

  Business response

  12/05/2024

  Hi *****,
  
  I would be happy to investigate this for you. To do that, can you please provide me with the receipt or order number from the confirmation email you received? Can you also let me know which items were incorrect/missing and if you reached out to the store as well. I will also forward your feedback to the team that can best follow up with the store. Thank you again, and I look forward to hearing back from you soon!

  Customer response

  12/05/2024

  order number from qdoba is 31350257999036419

  Once items were received, we only got half of the order and that was incorrect. One order in particular was received with only corn and rice inside the bowl, there was no protein or anything was ordered. We never got any chips or queso. Once we finally got the second half of our order, in all 4 bowls they were incomplete and incorrect. Reached out to the store and they were very rude and inconsiderate and once I asked for a refund I was hung up on. I went to the store after work and they said it was nothing they could do to help me. 

  Business response

  12/06/2024

  Hi *****,

  Thank you and I apologize as well. Due to the amount of the order, I will need to reach out to the store to follow up on your refund request. If you like on my end, I am able to provide you with 8 entrees in hopes that you all give us another try. If you would prefer a refund instead, I will follow up with the store now and advise them of your request. If you happen to have the name of the employee, you spoke with or have any pictures that will help with the follow up as well. 

   

   

• Initial Complaint

  11/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/18 or so order 30420520499150848 $67.46 Placed order on qdoba website delivered by door dash. Unable to find me at convention center didnt' understand english called store to intervene or translate with their driver. No anser. Food an additional ***** mins later approx. Food missing protien called store no asnwer. Called that afternoon no answer. Called next day no answer. From out of town no wheels and plenty to do. Flew out in airport looked up registration with secretary of state contacted north fork management for Poplar location in **********. Found a linked in profile for a district manager. Stated not familar with that location outside of perview. Texted him info stated he would send it forward called for several days maybe upwards of weeks and no answer. Unable to call neighbor didnt' ahve phone number. Next to sending police wasn't sure what to do in this situation option 3 for *** would just ring. Maybe the phone broke or they turned the ringer off. Not sure how this came to be. called an additional location stated they were seperate franchise. Just would like a refund for no protien. (Phone bill will outbound calls avaialble upon request). Text message to guy at ********** that passed info forward available upn request and I'm sure door ************ the calls. Horrendious experience.

  Business response

  12/02/2024

  Hi *******,
  
  I would be happy to investigate this for you. To do that, can you please provide me with the receipt or order number from the confirmation email you received? I will also forward your feedback to the team that can best follow up with the store. Thank you again, and I look forward to hearing back from you soon!

• Initial Complaint

  10/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On October 22nd, at 8:49pm, I placed order *****************. I don't know who made this, but whatever I received wasn't my order. First off there was no cookie or pop. Secone, only 2 bowls were in the bag and they were both rice based and neither a salad. The toppings were chicken and hot salsa. I am requesting a refund for this delivery order.

  Business response

  10/24/2024

  Hi ******,
  
  
  We want all our guests to have an awesome experience, and it sounds like we missed the **** this time. Not to worry I have notified the team over the store that can best follow up with them. Also, if you happen to be a rewards member and can provide your rewards card number, I will provide you with 5 free entrees! I hope with the entrees you will come back for a better experience. If you would still prefer a refund, we will need pictures of your order and if you spoke with anyone at the store as well, please provide their name if possible. I apologize again for the incident and hope to hear back soon.

  Customer response

  10/24/2024

  I would just prefer a refund.  Thank you.

  Business response

  10/25/2024

  Guest reached back out and settled for entrees instead of refund..

   

  ****** ******
  
  I reached out to them and they are unable to assist.  Is there a way you can put the entrees back please?

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every time I dine in at Qdoba their tables are a mess.They don't keep them clean for people to eat there. It's the location in *******,** on ********* , ** and hwy 50

  Business response

  10/21/2024

  Hi ****,
  
  
  Thank you for contacting us, I have sent your information over to the appropriate department. They will be best to follow up with the store concerning your feedback. I apologize for the inconvenience and hope to see you back soon.

• Initial Complaint

  10/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This restraint has terrible service and the food was so bad it was to gross to eat I would like a refund.

  Business response

  10/18/2024

  Hi ****,
  
  
  I would be happy to investigate this for you. To do that, can you please provide me with the receipt or order number from the confirmation email you received? Can you also let me know the issue you had with the order and if you have contacted the store as well? I will also forward your feedback to the team that can best follow up with the store. Thank you again, and I look forward to hearing back from you soon!

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the location in ********** tx to use my reward that expire first of Oct. I order the 3 taco she tells me they only have 2 I said make some. It's 6pm. Another lady comes from the back telling me they can't make it. It takes a long time..now I know I have been at the location in ***** on 81st and they male it right there. Why she couldn't do it..then she said they don't have any tortilla.. just didn't want to do her job I said I was filing a complaint and asked for her name she walked off and told ***** file the complaint. I use to be one of the Qdoba biggest supporter but when I moved to TX the customer service at the ********************** is the worst they are lazy they don't want to do thier jobs. I live almost 40 mins away. I wasted my time and gas at this Qdoba I'm just waiting to see this location close due to the customer service. The laziest is sad. If ********************** never see a dime from.me.this is why!

  Business response

  09/25/2024

  Hi *******,
  
  
  Thank you for reaching out. At your request, I have sent your information over to the appropriate department and advised the district manager to reach out to you.

  Customer response

  09/29/2024

  I have yet to speak to anyway. I got a half a** pre-written apology. I requested for the district manager to contact me. This has happened at thus certain qdoba several times. I have complained to the qdoba line several times about this location and nothing changes. **************** truly *****. I'm gonna start recording my interactions with the employees and post it maybe then I will get a response at upper management with this location 

  Business response

  09/30/2024

  Hi *******,
  
  
  Thank you for reaching out. It looks like you have had a few complaints with this location. I have been forwarding your info to the stores and they would like to follow up with you directly moving forward. I will forward your feedback to the stores district manager as well in order to follow up with the staff. If you can also provide your receipts when reaching out to us that will help with our follow up as well. I apologize again and I hope to see you back in our stores soon.

  Customer response

  10/01/2024

  again I have yet to talk to anyone. Stop sending me emails and pick up a phone and call me. I asked for the district manager to contact me and I have not received a phone call. 

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The refuse to delete my personal data after multiple requests.

  Business response

  06/03/2024

  Hi ******,

  I apologize for the delay. We do not deny any account deletion req for our guest and will be happy to delete any communication as requested. Due to having numerous emails we were not able to get to your request right away but your req has been done. I apologize for the delay again and please see the info we emailed to you advising your account request has been resolved!

   

  Email to guest:
  Thank you for reaching out. I have gone ahead and deleted your account for you. You should see this reflected over the next few weeks. Have a great day!
  
  Marked done by
  Jun 3, 7:10:15 AM

  Customer response

  06/03/2024

  My dearest Better Business Bureau,
  
  I have reviewed Qdoba's response in reference to complaint ID ********, and find this resolution to be satisfactory. Consider this complaint resolved.
  
  Regards,
  ***********************
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I live in **********, *******. There was unauthorized access on my mobile app and someone logged in to my account and purchased food online in ***********, ******* for $49.62 using my credit card saved on the app. There were poor security controls implemented by Qdoba to prevent unauthorized access on the mobile application (if accessing from different location/usual location, should have asked additional questions or asked to re-login). Also, I reached out to customer service and they said they would not refund the money back.If the mobile app has poor security controls, they should ask customers to not save their payment info. They also will not refund for their mistakes.

  Business response

  05/29/2024

  Hi **********,

   

  We at QDOBA Mexican Eats are sorry to hear about your experience. We have conducted an internal inquiry and determined that no irregular activity on QDOBAs part occurred during this transaction. Nevertheless, we will continue to remain vigilant against any such potential incidents in the future.
  If you experienced any suspicious/unauthorized charges on your credit card, please contact your bank/credit card institution immediately to contest any suspicious/unauthorized charges to your credit card account.
  To deter unauthorized use of your QDOBA Rewards account, we recommend that you delete your account and create a new one or reset your password to a unique and complex password. If you are unable to do so or require assistance, please let me know and I will send you an email with a link to reset your password.
  Thank you for being a loyal QDOBA Mexican Eats customer.

   

  Customer response

  05/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************************
  
   
  

*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. ↩