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Business Profile

Restaurants

Qdoba Mexican Grill

This business is NOT BBB Accredited.

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Complaints

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

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Qdoba Mexican Grill has 332 locations, listed below.

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    Customer Complaints Summary

    • 69 total complaints in the last 3 years.
    • 26 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/27/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      Order was placed with more than 8 items and only received 4 items. The items that were delivered did not contain the correct items that we ordered. There was literally NO meat, no chips, and anything else extra was not given to us.

      Business Response

      Date: 12/05/2024

      Hi *****,

      I would be happy to investigate this for you. To do that, can you please provide me with the receipt or order number from the confirmation email you received? Can you also let me know which items were incorrect/missing and if you reached out to the store as well. 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!

      Customer Answer

      Date: 12/05/2024

      order number from qdoba is 31350257999036419

      Once items were received, we only got half of the order and that was incorrect. One order in particular was received with only corn and rice inside the bowl, there was no protein or anything was ordered. We never got any chips or queso. Once we finally got the second half of our order, in all 4 bowls they were incomplete and incorrect. Reached out to the store and they were very rude and inconsiderate and once I asked for a refund I was hung up on. I went to the store after work and they said it was nothing they could do to help me. 

      Business Response

      Date: 12/06/2024

      Hi *****,

      Thank you and I apologize as well. Due to the amount of the order, I will need to reach out to the store to follow up on your refund request. If you like on my end, I am able to provide you with 8 entrees in hopes that you all give us another try. If you would prefer a refund instead, I will follow up with the store now and advise them of your request. If you happen to have the name of the employee, you spoke with or have any pictures that will help with the follow up as well. 

       

       

    • Initial Complaint

      Date:11/27/2024

      Type:Product Issues
      Status:
      Answered
      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.
      10/18 or so order 30420520499150848 $67.46 Placed order on qdoba website delivered by door dash. Unable to find me at convention center didnt' understand english called store to intervene or translate with their driver. No anser. Food an additional ***** mins later approx. Food missing protien called store no asnwer. Called that afternoon no answer. Called next day no answer. From out of town no wheels and plenty to do. Flew out in airport looked up registration with secretary of state contacted north fork management for Poplar location in **********. Found a linked in profile for a district manager. Stated not familar with that location outside of perview. Texted him info stated he would send it forward called for several days maybe upwards of weeks and no answer. Unable to call neighbor didnt' ahve phone number. Next to sending police wasn't sure what to do in this situation option 3 for *** would just ring. Maybe the phone broke or they turned the ringer off. Not sure how this came to be. called an additional location stated they were seperate franchise. Just would like a refund for no protien. (Phone bill will outbound calls avaialble upon request). Text message to guy at ********** that passed info forward available upn request and I'm sure door ************ the calls. Horrendious experience.

      Business Response

      Date: 12/02/2024

      Hi *******,

      I would be happy to investigate this 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

      Date:10/23/2024

      Type:Delivery Issues
      Status:
      Answered
      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 October 22nd, at 8:49pm, I placed order *****************. I don't know who made this, but whatever I received wasn't my order. First off there was no cookie or pop. Secone, only 2 bowls were in the bag and they were both rice based and neither a salad. The toppings were chicken and hot salsa. I am requesting a refund for this delivery order.

      Business Response

      Date: 10/24/2024

      Hi ******,


      We want all our guests to have an awesome experience, and it sounds like we missed the **** this time. Not to worry I have notified the team over the store that can best follow up with them. Also, if you happen to be a rewards member and can provide your rewards card number, I will provide you with 5 free entrees! I hope with the entrees you will come back for a better experience. If you would still prefer a refund, we will need pictures of your order and if you spoke with anyone at the store as well, please provide their name if possible. I apologize again for the incident and hope to hear back soon.

      Customer Answer

      Date: 10/24/2024

      I would just prefer a refund.  Thank you.

      Business Response

      Date: 10/25/2024

      Guest reached back out and settled for entrees instead of refund..

       

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

      I reached out to them and they are unable to assist.  Is there a way you can put the entrees back please?

    • Initial Complaint

      Date:10/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Every time I dine in at Qdoba their tables are a mess.They don't keep them clean for people to eat there. It's the location in *******,** on ********* , ** and hwy 50

      Business Response

      Date: 10/21/2024

      Hi ****,


      Thank you for contacting us, I have sent your information over to the appropriate department. They will be best to follow up with the store concerning your feedback. I apologize for the inconvenience and hope to see you back soon.

    • Initial Complaint

      Date:10/18/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      This restraint has terrible service and the food was so bad it was to gross to eat I would like a refund.

      Business Response

      Date: 10/18/2024

      Hi ****,


      I would be happy to investigate this for you. To do that, can you please provide me with the receipt or order number from the confirmation email you received? Can you also let me know the issue you had with the order and if you have contacted the store as well? 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

      Date:09/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 went to the location in ********** tx to use my reward that expire first of Oct. I order the 3 taco she tells me they only have 2 I said make some. It's 6pm. Another lady comes from the back telling me they can't make it. It takes a long time..now I know I have been at the location in ***** on 81st and they male it right there. Why she couldn't do it..then she said they don't have any tortilla.. just didn't want to do her job I said I was filing a complaint and asked for her name she walked off and told ***** file the complaint. I use to be one of the Qdoba biggest supporter but when I moved to TX the customer service at the ********************** is the worst they are lazy they don't want to do thier jobs. I live almost 40 mins away. I wasted my time and gas at this Qdoba I'm just waiting to see this location close due to the customer service. The laziest is sad. If ********************** never see a dime from.me.this is why!

      Business Response

      Date: 09/25/2024

      Hi *******,


      Thank you for reaching out. At your request, I have sent your information over to the appropriate department and advised the district manager to reach out to you.

      Customer Answer

      Date: 09/29/2024

      I have yet to speak to anyway. I got a half a** pre-written apology. I requested for the district manager to contact me. This has happened at thus certain qdoba several times. I have complained to the qdoba line several times about this location and nothing changes. **************** truly *****. I'm gonna start recording my interactions with the employees and post it maybe then I will get a response at upper management with this location 

      Business Response

      Date: 09/30/2024

      Hi *******,


      Thank you for reaching out. It looks like you have had a few complaints with this location. I have been forwarding your info to the stores and they would like to follow up with you directly moving forward. I will forward your feedback to the stores district manager as well in order to follow up with the staff. If you can also provide your receipts when reaching out to us that will help with our follow up as well. I apologize again and I hope to see you back in our stores soon.

      Customer Answer

      Date: 10/01/2024

      again I have yet to talk to anyone. Stop sending me emails and pick up a phone and call me. I asked for the district manager to contact me and I have not received a phone call. 

    • Initial Complaint

      Date:06/02/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      The refuse to delete my personal data after multiple requests.

      Business Response

      Date: 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 Answer

      Date: 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

      Date:05/28/2024

      Type:Product Issues
      Status:
      Resolved
      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 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

      Date: 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 Answer

      Date: 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

      Date:05/28/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      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

      Date: 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 Answer

      Date: 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

      Date: 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

      Date:05/15/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      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

      Date: 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 Answer

      Date: 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

      Date: 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 Answer

      Date: 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,

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

       


    Qdoba Mexican Grill is NOT a BBB Accredited Business.

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