ComplaintsforQdoba Mexican Grill

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The refuse to delete my personal data after multiple requests.

  Business response

  06/03/2024

  Hi ******,

  I apologize for the delay. We do not deny any account deletion req for our guest and will be happy to delete any communication as requested. Due to having numerous emails we were not able to get to your request right away but your req has been done. I apologize for the delay again and please see the info we emailed to you advising your account request has been resolved!

   

  Email to guest:
  Thank you for reaching out. I have gone ahead and deleted your account for you. You should see this reflected over the next few weeks. Have a great day!
  
  Marked done by
  Jun 3, 7:10:15 AM

  Customer response

  06/03/2024

  My dearest Better Business Bureau,
  
  I have reviewed Qdoba's response in reference to complaint ID ********, and find this resolution to be satisfactory. Consider this complaint resolved.
  
  Regards,
  ***********************
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I live in **********, *******. There was unauthorized access on my mobile app and someone logged in to my account and purchased food online in ***********, ******* for $49.62 using my credit card saved on the app. There were poor security controls implemented by Qdoba to prevent unauthorized access on the mobile application (if accessing from different location/usual location, should have asked additional questions or asked to re-login). Also, I reached out to customer service and they said they would not refund the money back.If the mobile app has poor security controls, they should ask customers to not save their payment info. They also will not refund for their mistakes.

  Business response

  05/29/2024

  Hi **********,

   

  We at QDOBA Mexican Eats are sorry to hear about your experience. We have conducted an internal inquiry and determined that no irregular activity on QDOBAs part occurred during this transaction. Nevertheless, we will continue to remain vigilant against any such potential incidents in the future.
  If you experienced any suspicious/unauthorized charges on your credit card, please contact your bank/credit card institution immediately to contest any suspicious/unauthorized charges to your credit card account.
  To deter unauthorized use of your QDOBA Rewards account, we recommend that you delete your account and create a new one or reset your password to a unique and complex password. If you are unable to do so or require assistance, please let me know and I will send you an email with a link to reset your password.
  Thank you for being a loyal QDOBA Mexican Eats customer.

   

  Customer response

  05/29/2024

  
  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

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unauthorized charges on my app and there is no way to call to get the charges reversed just a contact form and I have no idea it will take, it's not a ton, but it's still an inconvenience

  Business response

  05/29/2024

  Hi *****,
  
  
  We at QDOBA Mexican Eats are sorry to hear about your experience. We have conducted an internal inquiry and determined that no irregular activity on QDOBAs part occurred during this transaction. Nevertheless, we will continue to remain vigilant against any such potential incidents in the future.
  If you experienced any suspicious/unauthorized charges on your credit card, please contact your bank/credit card institution immediately to contest any suspicious/unauthorized charges to your credit card account.
  To deter unauthorized use of your QDOBA Rewards account, we recommend that you delete your account and create a new one or reset your password to a unique and complex password. If you are unable to do so or require assistance, please let me know and I will send you an email with a link to reset your password.
  Thank you for being a loyal QDOBA Mexican Eats customer.

  Customer response

  05/29/2024

  if you look at my purchase history you will see I've never ordered from ****, and the phone number attached to the order was a different number than the one that was originally on my account they changed the last number on it.  My account was hacked and thats an issue with Qdoba.  There was another address attached.  Qdoba is at fault because they allowed my account to be compromised I've already canceled my account and deleted the app.  I understand that it was only 37 dollars, but my account should have been secure

  Business response

  05/29/2024

  Hi Lorne,

  Currently, we are not able to provide you with a refund on your credit card. For any suspicious/unauthorized credit card charges, we refer guests to their bank/credit card institutions because they are best suited to resolve any concerns. I apologize but we do not have a phone number to reach our **** at this time. The best way to reach out **** will be the email address ********************************************** or the contact form at this time. I hope this helps and I hope you have a great rest of the day.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Reference Qdoba **************** Complaint started ****** I am writing to get action to fix my Qdoba Experiences. I am hopeful I will get focus from you in resolution. I ordered, in person, food at Qdoba ******************************************************************************************************************** phone ************ on March 15, 2024. Per Qdoba only contact us thru our platform program in writing, I sent a submission on March 16, 2024. I was never given a person to talk to by name and or number. i have not received a call from the district manager or district manager's manager. Issues 1. Manager **** - mocking comments when asking for name, poor customer service. 2. oCheckout of Order thru **** - would not provide app coupon use since app not working even though a print out of coupon. 3. APPLICATION, qdoba knows of issues, doe not work in store, only works outside stores. Loss of countless coupons due to app not working. 4. due to long process trying to get app to work,, left store with cold food discovered when home. In hindsight, I should have walked out without my order and without payment. 5. **** would not handle b1g1 even though I printed out email showing I was to receive it. He said it had to work thru the app. So I lost coupon and used a mailed coupon to check out expiring may 31 2024. 6. **** would not provide birthday gift free guac and chips. Never in the past have I not been able to use my free birthday treat with some other offer. when almost checked out 20 minutes later, he comped the chips. Why the hassle when I had proof? Why not do that up front"? 7. Loss of many coupons since waiting for mgt resolutions. 8, Application does not work within store , works outside store. known issue in past year. why not fixed ? Need a work around until do fix it. Use to use cell number to get coupons that are in app so technoligy to do this is there. Why not use that ? 9. ************** 1/2 qty as provided in past, repeat request for food items multiple times, food bins filled on top of food remaining (not a good process for health concers 10. Store dirty 11. Management return calls are non existent. 12. customer Service - can only communicaate in writing ;Tried calling - dead line What I would like? A mgt call to share how they will resolve improving this store and when based on my comments above? I will not shop at this store until I am satisfied I am heard and action will be taken. A review will be reported on YELP. Maybe then I will see action. I am hoping BBB can help me get action at QDOBA. I am hoping a letter to Qdoba CEO and Owner Butterfly Equity will get me some traction in resolution.

  Business response

  05/16/2024

  Hi *****,
  
  
  Thank you for reaching out. I apologize but we only handle issues/inquiries on our end by email. We do not have a phone number for you to call at this time, but we are happy to help of course. If you would also like a refund, we will just need a copy of your receipt or the order number from your visit. We are also aware of the issues going on with the app and are online website. The team in charge has been working on the online/app issues as well and hope to see all of the errors cleared up soon. If you can also provide me a copy of any of the coupons you have tried to use in store that will help with our investigation as well. I apologize but at this it will be the stores discretion on if they will take a printed-out coupon as we are mostly digital now and everything is done by the app or online. If you ever have trouble redeeming anything online due to the app of course let us know and we will be happy to extend the offer for you as well. I have also let the store know about the incident you had with ****, and they will be best to follow up with him and the store. I hope all of this info helps and of course please let us know in the future when you have trouble with a coupon or logging into your account. Once I have the receipt from your visit, I will also be happy to provide a refund to you or I can provide you a couple of free entrees from our office to use in store if the app is not working. Thank you again and I hope to hear back from you soon.

  Customer response

  05/16/2024

  I am not going to send a year of proof that your application failed to work.  As I stated, on 3/15 I tried to use an online app b1g1 and a free birthday gift. Both were declined. I had with me a mail coupon and used that.  The Mgr hassled me on using also a free guacamole and chip even though I had a birthday printout that day. I will see if I kept it. I am traveling right now so not sure. 

  Why would I be told over and over that the district Mgr would call and u say not so?  Another disconnect. Its infuriating. 

  As for lost coupons, i sent them to email trash yet you should know what you send out.  

  It's more principle how I was treated than anything else.  I am going to write the *** and owner forvtgeir review. If I owned the company  I would be horrified how my workers were treating their clients.

  your app has been broken for well over a year. To say fix soon seems more of same.  I would like to know when fixed and how stores near me will handle service better until fixed? 

  As for coupons? Ate they hardcopy?and not thru application that's busted?  A comp for 4 meals to use over 2 or 3 months would be nice yet more important treat me as valued client

  . Return calls.. respond right...get app to work or have a work around. Fix store Mgr attitude to support people. 

  *****

   

   

  Business response

  05/17/2024

  Hi *****,

   

  I apologize but we cannot provide that many entrees but I have forwarded your concerns. If you also have any receipts to provide to us that will be help us investigate and follow up with the store as needed. Not to worry I have also forwarded your concerns to the contacts over the store that can best look into your feedback and investigate the issues as needed. For the app/online we are still experiencing issues and apologize for any inconvenience it may cause. I apologize again and I have notified the district manager of the store to reach out to you.

  Customer response

  05/17/2024

  
  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 expect a call from district manager soon

   

  as for lost coupons i dud not save them.  I did find my birthday emaikl hard-copy 

   

  asking me to produce data is pointless. You already know if i cant login to app in store then they are useless coupons and expire

   

   

   

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

  
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i ordered from the qdoba app my order never arrived i called and emailed multiple times got told i couldnt get a refund but i could get a free burrito like what i spent $35 to get nothing then its like i cant even call doordash for help because qdoba took my card info

  Business response

  05/15/2024

  Hi Vyize,

   

  It looks like our Guest ************** emailed you on 5/14/24 to advise we provided a refund to you. Our email may have gone to your junk or spam folder if you did not receive it. Also, since we refunded the order, you should see the funds back on your end within 3-5 business days. I apologize as well, and I will also paste the email below showing our response. See below and please let me know if you need any additional assistance!

   

  
  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. ??May 14, 2:08 PM

• Initial Complaint

  03/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I use to go to Qdoba alot. I stopped going because the customer service just sucked and they also took off one of the main things I use to order. However I was given a reward from Qdoba due to customer service and I actually forgot about it. I was gonna use it one day but I ended up cooking. I go to the Qdoba store 3 days later and the reward is gone. When I ask Qdoba customer service I was told the reward expired. I was not aware of the expiration date. But it crazy how the expiration date was 3 days later. I would like to use my reward that was given to me. But if Qboda don't want the business then that's fine. I'm only one person and I can continue to go to Taco Cabana it is closer and they do have more locations.

  Business response

  03/26/2024

  Hi TaLonna,

  I received your BBB complaint and wanted to reach out. I took a look into your account, and I saw the reward had a 7-day expiration date. When there is an expiration date added you will see the date listed next to the reward in order to use it in a timely manner. I apologize if you did not see the expiration and please note we are able to add those dates if needed. Not to worry in hope to make up for the issue I have added a free entree into your account, and I apologize for the confusion. Please note the reward will be good for two months from this date in order to stay within our reward program structure. Our rewards program is subject to change/update, so we want to make sure the rewards are used before any updates are made and rewards are lost. I hope this info helps and I hope to see you back soon!

• Initial Complaint

  03/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This location repeatedly overcharges their customers above the stated menu price. Price for items are clearly noted however, they upcharge for the items at the register without disclosing the upcharges. Example: I ordered the surf and turf bowl advertised for approx. $12.99 Upon reviewing my receipt they changed me $16.99 for a steak bowl and a shrimp bowl. I did not order 2 separate bowls.They should show the actual price they intend to charge the customer on the menu. This has happened on numerous occasions at this (*******/Peabody) location.

  Business response

  03/26/2024

  Hi ****,
  I would be happy to investigate your visits for you. To do that, can you please provide me with the receipt or order number from the confirmation email you received? I will also forward your feedback to the team that can best follow up with the store. Thank you again, and I look forward to hearing back from you soon!

• Initial Complaint

  02/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered from the restaurant located in *******************, ** at their ******* location. They did not give me a call letting me know that they ran out of cheese to complete my order. They refused to cancel my order or give me a refund. This sounds like theft and may need to be dealt in small claims court. If they do not provide the product or service, they should not be allowed to complete the transaction and take your money

  Business response

  03/29/2024

  Hi *******,

   Thanks again for reaching out and letting us know. If you have any questions or concerns in the future, please feel free to reach out to us again to get it resolved right away!

  Customer response

  03/29/2024

  
  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

  11/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive eaten at the qdoba in the ********* village multiple times however over the last year Ive developed food poisoning or the quality of ingredients is lacking or it is not even what is advertised - qdoba is skimping by and having their employees cover up this

  Business response

  03/29/2024

  Thank you for contacting us, we have sent your information over to the appropriate department and someone should have reached out to you about the issue. If you have any questions or concerns in the future, please feel free to reach out to us again to get it resolved right away!

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention a deeply concerning incident that occurred on September 16, 2023, during my visit to the Qdoba Mexican Restaurant located at ********** Mall, *****************************************************. The lack of response and accountability that has followed this incident is deeply upsetting, necessitating this correspondence.On the aforementioned date, I made a distressing discovery halfway through my meal - a dead bug in my food. This frightening discovery while eating in the restaurants parking lot not only compromised my health, but also marred my dining experience in an unimaginable manner. In light of this situation, I promptly walked back to the restaurant with the reasonable expectation that management would promptly address and rectify this grievous lapse. However, my encounter with the manager, **, was nothing short of serious disappointment. Not only did he dismiss the gravity of the situation as if this was a common complaint, but he also displayed a complete lack of professionalism by raising his voice at me and stating, I cant control what lands in our food! This was said directly in front of his female employee who prepared our meal, to which she looked horrified by his response. My simple request for a full refund of my purchase was denied, only refunding the cost of the chicken bowl. The absence of an apology made matters worse. Despite obtaining contact information for the General Manager and leaving voicemails, I have not received a return call or any followup from the Qdoba ********* ** restaurant. As a result, I would like to file a complaint with your office for consumer awareness and to hold the restaurant accountable for their inaction.

  Business response

  03/29/2024

  Thank you for contacting us, we have sent your information over to the appropriate department and someone should have reached out to you about the issue. If you have any questions or concerns in the future, please feel free to reach out to us again to get it resolved right away!

*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. ↩