Complaints

• Initial Complaint

  09/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Sunday, September 11th 2022 at approximately 9:40pm ET, I walked up to the Qdoba Mexican *************** located at **********************************. The published hours for that restaurant were 10:30am - 11:00pm. When I walked up to the restaurant, there was a paper sign taped to the outside of the door that said "NO WALK-IN, Only Online Pickup." A picture of that sign is attached to this complaint. I did not understand and knocked on the door. After some time, one of the employees opened the door and said that the restaurant was closed for customers and that you had to order on Uber Eats or Door Dash. I did not know how to do that, and questioned them on why they were closed when the published business hours were from 10:30am - 11:00pm, and it was only 9:40pm. I was told that "there were too many people and that the manager had told them to do this." I mentioned that there was no one inside the restaurant, so what was the issue? The employee then said that I could come in the restaurant and order - as if he was doing me a favor or something. When I walked in, there were three employees and no customers. I then questioned him again as to why he was not letting customers in the restaurant when there were no customers in the restaurant. It seemed like a lie. All three employees were just standing inside the restaurant playing on their cell phones. I highly suspect that a manager would actually tell them to just close the restaurant during normal business hours. I suspect the employees lied to me and other customers because they were being lazy and did not want to work. After I had ordered my food, I then questioned them a second time as to what the difference is between me ordering online or in the store, because they still have to make the burritos. At checkout, I asked for a receipt because my company reimburses me for meal expenses at certain times. They would not print me a receipt and I had to take a photo of the register. See additional attached documentation.

  Business response

  09/30/2022

  We responded to ***** with the following and are awaiting a response:

   

  Hi *****,

   

  Thank you for reaching out, and I am so sorry to hear about your experience. I am forwarding this to the district manager so that they can look into this whole situation and take corrective action with the team.
  However, I did want to provide some context. Sometimes, if staffing is low on a given day, managers sometimes choose to limit ordering to just online orders or just in person orders. This is to limit the amount of orders that can come in at once, as an understaffed store can get very quickly overwhelmed, causing long wait times for in restaurant and online guests. However, it sounds like things were not particularly busy at the time you showed up, which I'm guessing is why they had no problem with you coming in and ordering.
  All that said, we want our guests to have a great experience, and it sure sounds like the **** was missed. I see in your Better Business Bureau complaint that your desired settlement is a refund. I can't refund your order, but I will be happy to offer you 2 coupons for free entrees so that your next couple of meals can be on us. If you provide me with your mailing address, I will be happy to get those sent out to you. Please let me know if you have any other questions or concerns.

  Customer response

  10/02/2022

  
  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.

   

  Qdoba to send free entree coupons to my address at:

   

  ***********************

  49 ************* 385

  *************, ** 33062

  
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today 9/13 I redeemed coupon cards left by a young male manager I spoke to on 9/6. Rice was crunchy and some meat was charred beyond recognition. Redeemed at register from a young black, handicap female. After, we noticed her explaining to an older caucasian female employee around 60+ in age. Before prepping our order we were pretty much interrogated & she seemed unpleased servicing us. She began prepping our food, she gave us very little chicken. We asked for a tiny bit more she stated policy is only a spoon full which it was not, especially after noticing her serving customer after us & filled spoon so that she held it with her hand to place Very interesting. Upon checking out same older woman says to me with very much of a condescending tone "Just so you know this is the last time this can happen". Hmmph what was she implying???? So had she not said that we would of exited without issue. But she said ****** replied "I don't appreciate the tone nor the assumption as if we do this on a regular basis, (And we never have, first occurrence in the 2years we frequent that location). This was created by one of YOUR managers". As I'm talking & stating let me finish she continues talking over me to say "Per policy you use the card as SOON as you GET the card". We walked in 9/13 literally 7 days later and used them(soon to me). I stated to her "That's a discussion you have with your employees not your customers & not in that tone. She stated "Well I'm just telling you" and I mirrored the same back. Now previous managers instructions "UPON YOUR NEXT VISIT JUST ASK FOR THE CARDS THEY WILL BE LEFT IN REGISTER. If it's policy and you have a problem with that take it up with your manager who DID NOT specify an EXPIRATION. We left due to my daughter is very sensitive to unnecessar confrontation. So I called from my truck. Cat answered, I asked 3 times "Managers name" & she hung up. So now I'm making this public because I found it to be personal.

  Business response

  10/08/2022

  Hi MJ,

  I received your complaint via the Better Business Bureau and I wanted to reach out. First, please allow me to apologize for the experience you had. We want all of our guests to have a great experience when they visit, and it sure sounds like the **** was missed here. I would like to follow up on this to see what I can do. To assist with that, can you please provide me with the location where you visited? It's not clear from your complaint which location it was. Once I have that, I'll be able to take further steps.

   

  Customer response

  10/09/2022

  
  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,
  
  *******************
  
   
  

• Initial Complaint

  08/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Location 880 *********** in ******* Ordering on DoorDash is beyond me. They dont do substitutions which is ridiculous, its all Mexican food. That makes no sense to me. They waited ******************************************** I have to cancel it. They didnt try to help or anything. Now Im starving and places are about to close. Also I tried to even call them (30 min before they are no longer taking door dash orders) just to see maybe if I can just order something.. ANYTHING that they have available and its going straight to voicemail. Sickening. I hope corporate has an explanation for this horrible customer service and inconvenience

  Business response

  09/16/2022

  Hi there,

   

  Apologies for the late response. We have reached out to ***** to resolve and are awaiting his response. We have offered him 2 free entre coupons and are trying to get more information regarding his experience so we can follow up with the district manager.

   

  Best,

• Initial Complaint

  08/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  False advertising online they show a completed product with a full menu. Upon entering restaurant they rush you, and expect you to build the burrito they advertise. I found the ******* rude and I'm unhappy with what the result was I suspect the worker of spitting in my food also as I did look away a couple times and they were annoyed I wasn't ordering faster.

  Business response

  09/09/2022

  We reached out to **** to learn more so we can follow up with the team and are waiting to hear back.

• Initial Complaint

  08/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  TM1009 Ate at the ******* location and three hours later I have bad cramping. Surely from their shrimp as I eat a clean diet (no meat) and this hardly ever happens to me. Have had issues with this location in the past & should have picked a different location. Also, when ordering I asked their worker to add some lettuce to my Salad Bowl since I'm not getting rice and beans but I was completely ignored. Terrible service! A refund or replacement is needed.

  Business response

  08/23/2022

  We spoke with ***** and informed her that because she paid in store with a gift card we would be unable to offer a refund, so instead we provided her with a coupon for a free entree which we are mailing out to her. We consider this matter resolved and closed.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I online ordered 2 items. A bowl and 3 street tacos. When I got home with my order I noticed the tacos were stone cold including the meat and soggy all the way through practically falling apart. When I attempted to contact customer service I found they had no phone line to call and only a contact us form. I put that form in weeks ago and have been outright ignored. I simply asked for a portion of my money back as when I got home my tacos were inedible.

  Business response

  07/22/2022

  We informed ***** that as mentioned in the email received when the talk to us form was initially filled out, we are receiving a much higher number of emails than usual, which has unfortunately significantly slowed down our response times. Her order has been completely refunded, and we consider this matter closed.

  Customer response

  07/22/2022

   I have not received a refund as well as them not having a way to refund me. I have checked 3 times. I also never received a single response from this company after almost a month of waiting. Until the refund comes through this issue will not be closed out.

  Business response

  07/22/2022

  It appears that ***** may not have received the email we sent to her earlier. We sent another email with it attached. In the event that she does not receive that, We will include the message below to help assuage concerns:

  ********,

  Thanks for reaching out, and I sincerely apologize for the delayed response. As mentioned in the email you received when you initially filled out the talk to us form, we are receiving a much higher number of emails than usual, which has unfortunately significantly slowed down our response times. I appreciate your patience. I've gone ahead and processed your refund. You should see those funds returned to your card in the next 3-5 business days. If there's anything else we can do, or if you have any other questions or concerns, please don't hesitate to let us know.

  Customer response

  07/25/2022

  
  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. I have received my refund in full.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 11, 2022, I received an e-mail from Qdoba thanking me for my order. I found this to be very odd because at the time that I received this e-mail, I had not placed an order with them. I looked at the e-mail and realized that the food had been delivered to an address in ********, which was even weirder, because I live in ******** and have not been to ******** in about six years. Looking further, someone signed into my Qdoba account and FRAUDULENTLY made a purchase to my card after changing my personal information to something different, assuming it is theirs. I have tried to call Qdoba THREE times. I have left THREE messages over the course of two days, and not one person has gotten back to me. I am unable to delete my account, as well, as it states I have to contact Qdoba to get that request taken care of. Not only am I now being violated as someone has all of my personal information (name, address, cell phone, credit card) and having money stolen from me, but I am also now being ignored by the Company. I want my money credited back and I want my Qdoba account DELETED. Why and HOW did someone log into my account without Qdoba flagging this???

  Business response

  07/22/2022

  We have deleted ******* account and refunded her money. We consider this matter closed.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  February 2, 2022: Prior to this date I had ****** Qdoba points from being a very loyal customer and eating at ********************** ~******** per week for several years. On February 2, 2022 my point balance went from ****** points to 0 points without any authorization.April 2022: Sometime in April I had gone to Qdoba to get lunch and realized I had forgot my wallet and had planned to used points for my lunch. The person at the counter indicated I didn't have enough points for a single meal. I was confused and asked for an explanation because I knew I had well over ****** points. She indicated that corporate had changed their program and and any persons like myself that had a lot of points they zero'd their balance and provided no further explanation. May 2022: A few weeks later I went to Qdoba again spoke to a manager and asked for an explanation. It was indicated that Qdoba was going through some changes to likely make it look better for the company to be purchased and I was one of many who had upset over points being taken away.June 5, 2022: I had ****** points prior to February 2, 2022 and then my account balance was set to 0points. On June 5th 2022 I had wrote an email to Qdoba Guest relations through their website explaining my situation and indicating that ****** points had been for all practical purposes 'stolen' from me which at 125pts per meal at ~$10/meal it is equivalent to ~$1230.16. I received a response back indicating they had changed their program without any users agreement and that they had sent emails which were treated like spam in my email indicating that if points were not used within a time-period they would expire. ******* followed up and said these points would be added back to my account on June 5, 2022 with an expiration date of 9/5/2022. I have emailed ******* back as I still don't have those points in my account and I have received no response. My last email indicated I was filing a BBB complaint they have not given my points back.

  Business response

  07/22/2022

  We emailed ***** to inform him that an email was sent to him on 2/1 about the changes to our rewards program where points are accrued now at a rate of 1 point per dollar, and that free entrees are now earned once he reaches 125 points. His points were initially converted to 3 free entrees (which now expire after 60 days), and the rest were converted to the new program at a rate of 24 to 1. We informed him that his 3 free entrees expired, but we gave them back to him with a 3 month extension so he can use them. We consider this matter closed.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Made an online order of $50.41 at 12pm, when to pick up at ****pm was told my order was cancelled and refunded because it was placed before they opened. Online says they open at ****am so I was confused. This is something that 1. Hours should have been updated online. 2. Online orders should have been taken down.I completely wasted my time as well as my coworkers time for an issue that shouldn't have even happened if the business was operating like it should.

  Business response

  07/07/2022

  We reached out to Zach and explained that most likely what happened was a staffing issue at the location, necessitating the need to open late at the last minute. We informed him that we have forwarded his complaint to the District Manager for this location so that they can look into it and take corrective action with the team.
  As an apology, we added 2 free entrees to his rewards account so his next couple of meals can be on us. We consider this matter closed.

  Customer response

  07/07/2022

  
  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,
  
  ***********************
  
   
  

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  place an order for delivery driver couldnt find front of building driver got flustered and started threatening to return my food i tried to verify if i she was in a **** car, she then proceeded to make it more difficult then called sketchy, criticiized where i live by eluding to being afraid to walk up to the building then bullied me by asking do you want your food or not more than 3 times which then i asked her nicely to return my food qdobas customer service hung up the phone on me, transfered me the queue while i was talking, gave me a number to no one answering the phone, taking more time to refund my money, telling me to go to a website initially which has no tools to report this type of issue in its severity.causing me already unwarranted stress with my high bloodpressure, inconveniencing to look for another vendor for food since that was one of my main sources for food (because of the prefered vegan option)im looking for an apology from that store manager, the person who slandered me to be terminated with proof, and compensation for all the inconvenience

  Business response

  06/27/2022

  We reached out to ******* and informed him that we have shared both your complaint as well as your DM thread with the District and Regional Managers, so that they can follow up with the in store team to provide coaching and training, as well as any other action that is required. Our HR team is not able to compel them to apologize, nor will we be able to share any more information due to legal and privacy protections. My apology here is on behalf of the whole team for the experience.
  Regarding the delivery driver, all of our deliveries are handled by DoorDash, and are not employees of QDOBA, so there is little we can do here. We have submitted a complaint to DoorDash regarding this, but will be unable to terminate or provide any proof of termination with the drivers.

   

  We let ******* know that his order was refunded, and we will be sending him two coupons for free entrees to his address. We consider this matter closed.

*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. ↩