ComplaintsforFatburger

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered food on Fat Burgers own website. Got the total but it wasnt broken down. When I went to pick up there was a $5.98 charge for RAILS MARKUP. I asked the person who told me he was in charge what that was. He DIDNT know I said I dont want that charge so take it off or refund my money. And he rudely said NO WAY!I have called the corporate 3 times in 24 hours AND emailed them with no response.

  Business response

  07/14/2024

  ALL Fatburgers are Franchised, but this complaint will be forwarded to our IT department

• Initial Complaint

  12/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  HORRIBLE! - Stores have no process in place to handle this issue. Please refund my $87.06.I received a text from ******** saying my order was delivered. It was not and I have a screenshot showing it was delivered 14 blocks away!When I went to the store to either get my food or get my money back, store told me a) driver tried calling me and I didn't pick up. That is a lie I have 5 calls to the driver who never picked up and there are no incoming calls from that driver *************) - but your system only allows one file to be uploaded - again, HORRIBLE Store told me they couldn't give me my food and they couldn't issue a refund - what??? and then the store told me to call doordash back so you both are pointing fingers at each other and no one is resolving the issue.This FatBurger store is **************** location in ******************. Attachments: Receipt showing on-line order, amount, and CORRECT delivery address, screenshot of the texts I received from DOORDASH erroneously stating that my order was delivered with driver phone number (no pictures of the food were provided), screenshot of my incoming/ outgoing phone calls - you will see i made 5 calls TO the driver who never picked up, and 0 incoming calls from that number as stated above.

  Business response

  01/04/2024

  ALL Fatburger locations are Franchised/Independent businesses and would handle any refunds directly from their business.  Please contact the store directly.

  Thank you,

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

  Customer Service Administrator.

  Customer response

  01/12/2024

   
  Complaint: 21042857
  
  I am rejecting this response because:

  In the attachments I included in my complaint, my receipt clearly show the store where this issue occurred and where BBB was to raise the complaint.  I have no idea why the BBB continues to send these to corporate office when there are many complaints out there all with the same response from corporate - BBB, do better! - Take this to the store listed on my receipt. 

  
  Sincerely,
  
  ***********************

  Business response

  01/29/2024

  ALL Fatburger locations are Franchised/Independent businesses and would handle any refunds directly from their business.  Please contact the store directly.
  Thank you,
  ***********************
  Customer Service Administrator.

  Customer response

  01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Unfortunately the BBB refuses to contact the store and I have had my bank reject the charge from the franchise as a last resort.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I placed an order thru their website fatburger and doordash never gave me my order doordash called the store who proceeded to refund me upon checking i was charged twice so whatever refund the manager gave me was useless as i was still charged i want my refund there is no way to contact fatburger directly and no ome answers their phone my order number is Order # ***************** i paid ***** and was charged twice im not sure if the store charged me twice or the website but there are two charges here as one charge went thru on my bank i need someone too look into this because this isnt normal there must be another charge somwhete because the manager says he refunded however i dont see a refund like i saif i had initially saw TWO charges on my bank and one refund from fatburger so this is two charges as its been confirmed must be a glitch but only fatburger had the power to look up order in their system this needs to be fixed also doordash refrence says they reimbursed the store since this isnt my fault however i still dont have my refund!! THE STORE DOESNT KNOW WHAT TO DO AND ONLY CORPORATE CAN FIX THIS

  Business response

  09/06/2023

   

  ALL Fatburger Stores are Franchised and Independently owned.  Corporate has no way of making refunds.  This MUST be taken care of by the store.

  Thank you for your inquiry,

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

  Customer Service Administrator

  Customer response

  09/06/2023

   
  Complaint: 20564732
  
  I am rejecting this response because:

  hello i talked to your franchise who told me to contact you guys this whole thing doesnt make sense can you contact me via email? ***************** i placed my order thru ur website and the restaurant claims they refunded me can u check my order and whats going on with it because im not getting anywhere the storw manager told me they refunded the order however i was charged for it and they said they refunded it so i need someone to contact the store and look into this this is the fatburGER ONLINE ORDERING so this is business malpractice im being scammed and no one helping me! 
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am contacting the BBB to provide a formal complaint as a result of an Allergen exposure at ****** ****************** in *******, ******** which was the direct result of my daughter being given a milkshake that contained cashew ingredients. The preparer offered my daughter a complimentary milkshake which she confirmed was a Strawberry Milkshake after being told that my daughter is allergic to nuts and after being asked what kind of Milkshake it was. The incident was documented by the restaurant and the copy is being kept by their corporate office and insurance carrier. Their menu does indicate that they sell two different trios of milkshakes. They offer their regular Strawberry, Chocolate and Vanilla and in a separate section of their menu they offer a Vegan line of milkshakes which provide a notice of ingredients including nuts. After talking to the ** named *** was when we discovered that the shake she was given was their Vegan shake. We initially thought it may have been a sudden sensitivity to strawberries but turns out it was the shake because it contained Cashews which she is highly allergic to. The ** apologized for the accident but the preparers need to be more careful. Their corporate office is Fat Brands/Fat Burger out of ************, ** , Phone **************. The insurance claims handler is ******************************* with AMTRUST ********************************* I am reporting this incident as of now because it needs to be documented officially as part of their food handling records. I would like to be provided a copy of the incident report but they have declined to provide it.

  Business response

  06/07/2023

  All our stores are franchised.  If you have a specific situation, you need to direct your problem to the store.  With ***** locations worldwide, I appreciate you notifying our headquarters, but this must be handled locally.

  Thank you,

  ***

  Customer response

  06/07/2023

   
  Complaint: 20157345
  
  I am rejecting this response because: This incident has been escalated for handling by AmTrust, their liability insurance carrier therefore the local location is not going to provide the incident report. I've also asked the handling adjuster with AmTrust and *********************** who has rejected my request which is why I have connected with the BBB for further assistance. 
  
  Sincerely,
  
  ***************************

  Business response

  06/08/2023

  I'm sorry for the inaction of this Franchise location.  We will mark this in their file.

  Thank you!

  Customer response

  06/08/2023

   
  Complaint: 20157345
  
  I am rejecting this response because:
  Individuals within the Corporate location are the ones who've denied access to the incident report and have advised their insurance company to do the same therefore deferring to the franchise location is a way of avoiding dealing with anything related to my request.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ****************************************, President *** Chief **************************************** ****************** ******************************** Very Serious Complaint!Dear **************************************** and/or Fat Brands Inc. Executive:How is your day today in sunny *************, ********** and/or wherever else You are in the World?My day could be going much better, thank you, except due to the Fact that back on Saturday, April 29th, 2023 at 7:20 p.m., I went into the ****** Rockets location at: ******************************************************************************************************************** ************** because I had a Free Offer, Via Email to Receive A Free Original Single Hamburger because in the email, it said to Join Your Club and to Confirm My Subscription in which I did back on Friday, April 14th, 2023, however, I have wait two (2) weeks and Never Received Back The Email With The Free Original Single Hamburger which leads ME To Believe That Your Offer Was Fake *** A Big Scam From The Very Beginning!Never The Less, when I took the email that I had received into the location to try to claim the Free Original Single ********** ****** the Server at the time Refused To Process The Offer and I left your restaurant spending an Expensive Amount Of $26.58 just for a Small Rocket Single Burger, Chocolate Shake which I do Not Consider To Be Large and American Fries!What A Major Insult *** Disappointment Based On Your Fake Offer *** Treatment In The Store!If You do ************* Of ME Properly As A Customer Since I Have Not Been Even Closely Satisfied *** Am Very Disappointment In This Fake Offer In Which No Email Had Ever Arrived, then I Will Publish Negative Reviews *************** and tell everybody about this Fake Offer with Pictures To Prove It in which I am enclosing in the attachments!The Negative Reviews Will Be Published On The Following Websites:Google ********************* Instagram Tripadvisor Sitejabber RipOffReport.com Better Business Bureau

  Business response

  05/02/2023

  I appreciate the customer's comments.  I will pass this feedback onto the stores management and owner.  Please understand all FAT Brands locations are Franchised and individually owned.  Thank you for making us aware of this situation. 

  Customer response

  05/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

   

  one more thing:  on the store receipt for the ******************** location, they have it Wrong.   it says ***************** when it is supposed to Read as Boulevard.  please update it, thank you

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a long time fan of the chain. Back in Nov 2022. I visited Fatburger In Studio City, CA. The sandwich, a double fatburger tasted badly. The fries were cool and salty which I said I wanted little to no salt. Plus the drink was near $20. That is ridiculous to pay that much and not be worth eating. So I called guest line and left a message.In late Nov 2022 a "*****************" reached back and said he would reach the manager to replace the meal. Several days of later a "****" left a msg. We played phone tag for weeks. I found he mainly is at ********* location. I **** down the #. I reach him and not too easy to work with. But eventually said he would replace the meal and he would have my name down.Around that time I got the flu and location isn't close. So I couldn't get to that location. But I eventually I called the location had no clue. **** had arranged for nothing. I try to **** down "****." No luck.So now like a month had passed. I called back to "*****************" who had no clue on our prior conversation. We just phone tag. At one point I asked if maybe a closer location could be arranged for the meal. Another message saying that's not possible and that I should go to the org location and demand my meal. That's outrageous since I already called ad declined to help!I'm at **** end here. Any help?

  Business response

  04/04/2023

  I have spoken to ************** several times.  ALL of our restaurant locations are franchised, so typically they don't cover with one another.  The fact that ************* didn't immediately bring his problem to the stores attention is not the stores fault.  Again every Fatburger is a Franchise and individually owned.  I explained this to **************, yet he continued to want a store that was more convenient to him to cover his purchase.  I'm sorry for his situation, but at Corporate there is nothing we can do.    

  Customer response

  04/04/2023

   
  Complaint: 19881232
  
  I am completely rejecting this response because:

  1) Completely inaccurate. I reached corp office the FOLLOWING day in November. If it's now April the complaint took awhile to get to *** that's not on me. I don't work for Fat Brands. I am simply a hard-working customer trying for a wrong to be corrected here. I don't think that's a big ask.

  2) I was promised a replacement meal ever since and I have been given the runaround, spent countless hours on this yielding nothing. Now not by the respondent, but that district manager. His lack of action here is again is not on me. 

  3) I can understand a franchisee concern of covering another store's inadequacy out of their own funds. But to assist here what about a gift card from corporate. How hard would that be? They are one's offering the replacement, not the franchisee. Then it's no concern on them or the franchisee store budget I would get to. 

  4) As a long time customer I should not have been put thru any of this. Also, I should not been instructed to just head back to the org location and demand a free meal. That seems like a non-sense and just to pass the buck.

  In closing, I just don't get the company's response. The company is clearly not backing up or taking any effort what their franchises are doing, failing to do. Pretty sad. If they see a downturn in business they clearly have their own answers here.

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

  Business response

  04/04/2023

  Nothing we can do, sorry.

  Customer response

  04/04/2023

   
  Complaint: 19881232
  
  I am rejecting this response because:

   

  Sure there is. Otherwise, don't send customers on a wild goose chase.
  
  *********************

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On **** **** **** I placed an online order for the **** *** ***** **** S ********* Order # ******** ******* Walked to get my order when the text alerts said it was ready. Only to find out that the location had been ******* I have called customer service several times and left voice mails with no response or refund. I want my money back!!!! How can you allow a system to take an order for a closed location.

  Business response

  08/11/2022

  Business Response /* (1000, 8, 2022/08/08) */ That location is closed Consumer Response /* (2000, 10, 2022/08/11) */ The company contacted me to send the amount in question and were very nice and helpful about it. Situation resolved! Thank you

• Initial Complaint

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, on December 26th at 17:06 my fiancée and I visited the ************** location as we wanted something a bit different than ********* and whatnot. We ordered our food, my fiancée had to repeat herself that she wanted the "CRISPY SOUTHERN FRIED CHICKEN", the cashier rang it in on the till and it showed correctly. I then ordered my burger, the Ultimate BBQ burger, NO tomatoes or Onion rings. That showed correctly on the screen. I paid, gave my change as the tip. Which, they didn't deserve one bit. A couple minutes while waiting my fiancée and I hear them call out "grilled chicken" and "ultimate bbq" and we're both looking at each other confused as she ordered the CRISPY chicken. NOT GRILLED. She confronted the cashier after they served a customer, and only then, does the cashier tell us that "oh... sorry uhm we're actually out of the crispy chicken..." so instinctively we asked for a refund as we were both quite upset. Only to then get told, sorry we cannot do refunds right now.. and after a bit of arguing we got a coupon out of them for just my fiancées crispy chicken burger. I then was waiting over 15minutes inside for my food after this whole ordeal went down, get handed my Oreo milkshake by the same cashier who is giving me a dirty look, she then proceeds to go talk with her coworker friends while she still hasn't given me my Coca Cola. Another customer walks in as I am waiting for my food, it is her friends, she takes there order, tells THEM what they are out of. As soon as they were done ordering she started to fill up a Coca Cola, which I figured was mine finally. No She walked RIGHT PAST ME To go towards her friend to give HIM HIS DRINK I finally get my food and no receipts so I asked for it. Till receipt shows different than what was on the screen when I paid. I want a full refund and to have that employees employment terminated immediately I have over 4 years management experience and this was the worst experience, ever

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2022/01/04) */ The owner contacted them and sent a $50 gift card.

• Initial Complaint

  10/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order food to be deliver on 10/24/21 at 7:40 pm. The order was placed on the Fatburguer's website at the ******* **** ****** There was a request of a 20.00 minimum amount for delivery order. I pay the total of 30.98 because it include taxes, delivery fee and tip. 1 hour later I received my order. the guy didn't deliver the drink from the order. He took a picture of the bag while he was holding in front of my door. Then he threw the open bag on the floor in front of my door. The picture he had was completely different than the open bag on the ground. I immediately called him back and he informed that there was not a drink included and it was not his problem. I took the package back to Fatburguer and request a refund. to my surprise I was informed that I had to call ******** to make a complain because they do not deliver! I told the attendant that I bought from their website and I wanted the money back. after a long argument, she returned me only the food amount of 18.00 and told me to contact door dash to discuss refund and ask them to refund the food amount to the store. I called Door Dash, they tried to assist me but said that Fatburguer will "eventually" respond to me to give me a refund. I ended up without the food and part of my money.

  Business response

  12/03/2021

  Business Response /* (1000, 13, 2021/11/22) */ All our locations are franchised. So any situations need to be handled by the specific store. FAT Brands owns 17 Brands and 2,300 locations worldwide. Thank you, ********* Customer Service Administrator.

*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. ↩