Complaints

• Initial Complaint

  06/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My online account was hacked and 2 transactions were completed fraudulently at a location in MO. The restaurant credited one of the transactions, but didn't credit the second. I would like the second transaction to be credited.

  Business response

  06/27/2022

  We reached out and issued the refund to *****. We consider this matter closed.

  Customer response

  06/27/2022

  
  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

  06/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed a pick up order using the app. When we arrived to pickup the order the store was closed and a note on the door saying closed due to staffing issues. We have been charged for the order even though we did not get it. We have reached out to Qdoba and get no response.

  Business response

  06/16/2022

  We responded to ******** email the same day she emailed us (6/10) asking for some additional information, but received no response. We were able to look up her order through alternative means and have processed her refund. We consider this matter closed.

• Initial Complaint

  05/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/7/2022, I placed an online order at the *************** location at 8:41 pm totaling $51.20. Around 8:50 pm, I received a call, and I was informed there were no proteins available. At that time order# **************** was canceled. The associate told me the money paid via my debit card would be refunded to the same debit card in a few days. Seventeen emails later, over 30 days, I still have not received the refund. On 4/29/2022, I was told a $50.00 gift card would go out in place of the refund. As of today, I have not received a refund or gift card.

  Business response

  05/17/2022

  We processed the refund for ******** order and send him an email to confirm.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday the 6th on 2022 I was inside a Qdoba in ****** and attempted to place an order through their app. As soon as I placed it I asked the staff if they had gotten it and they said no and I immediately realized I had placed it at a location in ****************. This is due to the fact that I had the previous store set as my favorite store, and when I go in to the app to start an order it always appears at the top, HOWEVER, it also says "0 miles" implying I'm extremely close to that store, so when I was in ****** ordering, I picked that store since it said 0 so I assumed it was the one i was standing in. I immediately canceled the order and received confirmation of it being canceled. However, the coupon on the app I used disappeared from my available coupons and rewards, and now 4 days later the transaction is no longer pending and has been fully processed and I am out $10.22. First I attempted to start a dispute with my card, but the qdoba app is so awfully slow that I'm entirely incapable of getting to the page that shows that I canceled it to screenshot. It won't let me look back at the order because it won't load after over an hour of waiting on it.

  Business response

  05/18/2022

  We reached out to ***** to inform him that his order has been refunded, and to let him know how to contact us in the future in case he has an issue.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have built up thousands of rewards points from years visits to qdoba restaurants. Unbeknownst to me my points magically vanished and I made an effort to contact qdoba through ******* and their response was robotic and didnt address my issue. I want the loyalty points Ive earned credited back to me as I see this as theft since I didnt use the points or authorize the use of removal of the points. I want the points credited back and I want an apology for the thievery.

  Business response

  04/27/2022

  We sent ****** an email, letting him know the following: "You should have received an email on 2/1 about the changes to our rewards program. Points are now earned at a rate of 1 point per dollar, and when you reach 125 points, you automatically receive a free entree. Your points were first converted to free entrees, which gave you a total of 8. The remaining points were converted to the new program at a rate of 24 previous program points to 1 new program point. Dont worry weve given you equal or greater value in the new program. If there was a remainder at the end of the 24 current program points to 1 new program point conversion, even if it was one point, we rounded you up to achieve the 24 point conversion. I hope this clarifies, and if you have more questions, please don't hesitate to let me know."

  Given that his points were converted and not stolen, and he was given equal or greater value, there is nothing to return. We hope this clears up his confusion and consider the matter closed.

  Customer response

  04/28/2022

  This message was exceptionally rude and condescending  and takes no accountability for their actions. My points were supposedly converted for entrees that magically disappeared. I would call that theft but to each is own i guess. In a direct response from someone at qdoba they said my loyalty points were converted to entrees which expired. Humm again seems quite shady to take my points convert them and then force me to use them all in a very short period of time without notifying me.  I also had two recent orders where I paid for food items that werent included. I cant remember how I filed complaints for those two meals but I was supposedly given two free entrees to make up for the missing items. Those magically disappeared as well and now this rep is saying it never happened at all and in essence calling me a liar. Look I get it you dont care about me as a customer and thats fine but to call me a liar while making points essentially expire is just not cool. I will now be disputing the charges for those last two meals since I didnt get what I paid for and I will use the entrees that I had to complain to get back since my points expired without my knowledge. Once this is done I will never ever do business with qdoba again. Ive been a very loyal and long time customer but that clearly means nothing to whomever is responding to my complaint. This person takes zero accountability for this situation and also has chosen to call me a liar. I will respond in kind and take my business elsewhere. This loyal customer is out of here. ???

  Business response

  05/02/2022

  We explained to ****** that the missing points was due to our rewards program changing, and we went ahead and restored his free entrees that had expired. In the course of discussing this with ******, he explained that two previous orders had issues, and he was promised two free entrees to compensate, which he never received. We went ahead and added those for him, and now consider this matter closed.

  Customer response

  05/02/2022

  
  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.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Qdoba Account# ************** My last visit in February of this year I ordered for myself the Mexican bowl. The tortilla strips that I added to it were stale. Its also a bummer you no longer offer Tortilla Soup. This visit I spent over $40.00 for my ************ It was past the opening time & the front door was locked. I went in the side door to let the lady know. She then went & unlocked the front door. We have been going to Qdoba for quite some time. The more I think of this experience it really frustrates me. This is why now Im submitting this complaint so these issues can be fixed before you completely loose our business.Thank *********** *************************** Thank you

  Business response

  03/14/2022

  ******* did not have a copy of the receipt, and given the circumstance, she was informed that we are unable to provide a direct refund. We did provide ******* with 4 free entree coupons on her rewards account so that her next several meals can be on us. 

  Customer response

  03/14/2022

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

*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. ↩