Complaints

• Initial Complaint

  08/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We ate at the On the Border in *********** on 7/12/2024. We had Grande Fajita Nachos and something about them just did not taste right. Then we had corn tortillas and the server named ***** charged us for the corn tortillas. I contacted on On The Border via website and *************************** Guest Relations Assistant ********************************************** emailed me back to state someone will contact me back and no one did. Then when I emailed her two more times as a a week has passed, she never responded.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a catering order for and event for my son's graduation on Sat May 4th. I was to have 20 people attend the event, and I ordered a catering order for 25 people. When I picked up the order I noticed immediately that it would not be enough food to feed 25 people as it was only in a few bags. It did not say on their website that you would have to build the tacos as there were meat, lettuce, cheese, and taco shells separately. The meat was very dry, and the cheese was melted like it had been out of the fridge (it was over 90 degrees), and most of the taco shells were broken, and the salsas were all runny, and were not thick at all. Everyone at the event did not eat as there was not enough food to go around. I am the father and I didn't eat to see if the food would feed everyone and it didn't, we had to buy additional food from another restaurant. Needless to say that my wife and I were very disappointed in this catering, and it WAS NOT worth $319.21. I am seeking a refund as restitution for my son's event not having enough food, and for the aggravation of leaving the event to go buy more food from some where else. If On the Border would like to keep a customer and not have me say anything negative, I would think they would honor my request of granting me a full refund. We DID NOT get our money's worth, and it was not the experience that I'd hope for.

  Customer response

  07/16/2024

  This matter has been resolved, On the border gave me a full refund.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  There was a promotion to purchase $50 gift card and receive $10 promotional card. I purchased 3 gift cards worth $50 and in return received $10 promotional cards too However, we had difficulty redeeming the promotional cards as all the promos on every card were same. They were denied to be accepted We regret purchasing these cards getting spammed with this promotion

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/2/23, I dined in at the ************** *********** Location. The server ******, took my debit card away to complete transaction, and she charged my card twice for ***** each time without my permission or knowledge. Both charges fully processed, and when I called the restaurant yesterday, the manager ***** was extremely unprofessional and condescending. He asked me what happened and when I simply told him I was double charged, he laughed and said, "Okay ma'am take a breath, this is the second call i've gotten like this today and I am sure it's not our server's fault" and I did not know why he said that and thought it was sarcastic. I told him please do not say that, and he laughed more and continued to repeat it, at least 4-5 more times in what felt like an attempt to rile me up. I then asked him to please look up the transaction for a refund and he quickly claimed he only saw one charge and would "send it to accounting to see if their numbers are off" He refused to give me a follow-up number, and hung up on me without taking my number to provide me an update. He further laughed when I said "Well, I guess since you can't help me, I will get corporate to look into it because the charges processed" and he once again condescendingly laughed and stated, "Call whoever and I am sure they will just call me and we will have a nice little conversation about you." This is appalling you would have a manager that behaves like this.

  Business response

  06/26/2023

  I spoke with the guest on the phone Monday 6/5 and then spoke to the General Manager.  Our system had a glitch on 6/2 pertaining to certain payment types such as chime cards and cash app cards that double charged multiple guests on this date.  Our IT team identified this error and NCR reversed all the charges on Monday 6/5.  

  Customer response

  07/06/2023

  I am rejecting this response because:   
  

  You falsely stated you reversed ALL charges when you only reversed one and offered zero service recovery. 

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of transaction: May 25th, 2022 at 1:34 p.m. Location of transaction: On the Border in 1121 INTERSTATE 20 W, Arlington, TX XXXXX Order Number: XXXXXXXXXXXXXXXXX Amount Paid: $75.46 Tip amount paid: $9.18 I ordered pick-up during lunch time. When I first arrived at the restaurant, nobody was there for me to talk to about my order. A waiter looked at me and went outside and I was ignored for over 10 minutes until I went out and entered a different door to pick up my order that was left on a food shelf. Again, nobody was there to greet or assist me. To make matters worse, when I got home, my order was wrong. My birria tacos that I ordered the birria dipping sauce was completely missing. The carne asada steak was about 1/2 the size of what it should have been and I know this because it only filled up 1/2 the entre section of the platter it was packaged in. The strawberry cheesecake chimichangas I ordered did not have any strawberries in it. The mexican street corn I ordered, the bowl was not even 1/2 way full. The food quality was not good and the fact that a large important part of my order was missing was very upsetting. On top of that, the service I received was absolutely awful and unacceptable. I literally did not receive any service or even an acknowledgement of my presence from anybody at the restaurant when I arrived to pick up my order. I did not get what I paid for and I am seeking a full refund including the $9.18 tip I paid since I did not receive any customer service at all and I did not receive the food I ordered. I have attempted to call the restaurant customer service via phone call in several times which they did not respond to me at all and then I submitted several complaint forms via their website in which they also have never replied to me.

*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. ↩