Business Profile

Carry Out Food

Fatburger

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Complaints

This profile includes complaints for Fatburger's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

9 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:03/25/2025
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an Impossible Burger with non-dairy cheese, skinny fries, and a non-dairy strawberry shake for my Mom. Before we arrived from miles away, I tried calling multiple times only to realize this store doesn't seem to take calls. I showed up, waited for about 5 mins, then and asked the lady behind the counter to make sure the vegan cheese was added because we paid for it before and didn't get what we paid for. She checked with the ****, ******, and he shook his head. She returned to hand me my bag and stated the cheese wasn't added because they were out. So, the cook was OK to just let me walk out the door without having what I paid for??? What the.... As an Uber Driver, the alert in our systems says, "have staff verify order due to high rate of customer complaints of missing items from this store. " That should have told me something. When I told the young lady that this was the 2nd time I paid for something and didn't get an alert that it wasn't included with my order, she apologized. I told her I wanted to speak with the mgr. I saw him, the same guy, say I would need to wait a bit...AGAIN., ****** stated he was the mgr on duty. When I told him the issue and that this was the 2nd time this week that oders I paid for were incomplete, he told me the delivery hadn't come yet and he'd refund me. He returned with a $1.29 receipt for a cheese credit!! What? For an issue that has been repeated more than once in the same week...AND the fact that they weren't going to tell me, just handed me the bag for the incorrect order, that was ridiculous. I then asked where my nondairy shake was so I could leave! He told me they were out of the non-dairy shakes!!! A $11+ shake, no sorry, no offer for a refund before I said, "well, where's my money," no explanation beyond "the truck hasn't come yet." Errors TWICE IN THE SAME WEEK without even offering something to compensate for the constant errors is insane. No SERVICE RECOVERY EFFORTS. See attachment
Initial Complaint
Date:03/07/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Non existent customer service i placed an online order thru their app next thing i know my order is marked delivered and no ones shows up to my door i got charged i call store and fill out online form no response pls refund me my for order Order # ***************** their company that manages the deliveries said they refunded me but there is no refund please help there should be no charge $73.24
Business Response
Date: 03/07/2025

What Brand was this (We own 18 brands) and what was the store location, and I will follow up!!!!
***
Customer Answer
Date: 03/08/2025

Complaint: 23032936

I am rejecting this response because:
Fatburger restaurant
FATBURGER & BUFFALO'S EXPRESS-LAKE BALBOA
************************************

(818) 285-8008

i havent gotten my refund yet

Sincerely,

***** ****
Business Response
Date: 03/21/2025
We are sorry for any delays. We were finally able to locate your order and issue a full refund back to your card. Please allow couple of business days to see it on your end. We apologise for the delay we couldnt locate your order earlier. It should be taken care of already.
Customer Answer
Date: 03/24/2025

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,

***** ****
Initial Complaint
Date:07/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 07/14/2024
ALL Fatburgers are Franchised, but this complaint will be forwarded to our IT department
Initial Complaint
Date:12/21/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:09/06/2023
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date:06/07/2023
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 06/08/2023
I'm sorry for the inaction of this Franchise location. We will mark this in their file.
Thank you!
Customer Answer
Date: 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
Date:05/01/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
****************************************, 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
Date: 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 Answer
Date: 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
Date:04/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 04/04/2023
Nothing we can do, sorry.
Customer Answer
Date: 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
Date:07/20/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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

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Fatburger is NOT a BBB Accredited Business.