Complaints

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

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• 

  Qdoba Mexican Grill

  9330 Balboa Ave San Diego, CA 92123-1516

• 

  Qdoba Mexican Eats

  761 W Lancaster Ave #2B Bryn Mawr, PA 19010

• 

  Qdoba

  6814 Dixie Hwy Louisville, KY 40258

• 

  Qdoba Mexican Grill

  4302 Charlestown Rd New Albany, IN 47150

• 

  Qdoba Mexican Grill

  6135 S Virginia St Reno, NV 89502-6084

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:02/07/2023

  Type:Customer Service 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 am a long standing customer who love **********************. I have been back twice since the tortilla soup had thankfully come back. I am writing you guys because I keep getting upcharged or honestly I dont know what Im being charged for. I just noticed today I was charged for a catering size bag of chips instead of a side that I received and asked for. I also keep being charged for a bowl and then a side of tortilla soup and I am not receiving a side of cup whereas its actually in the bowl. I was super confused the first time and today I noticed. I asked for a manager and they told me nobody was available to look over these prices as they are not right. I have not been to Qdoba 2 times and charged $25 for a bowl that shouldve been about $10-12 so $50 for bowls that were incorrect on price and flavor not the best. I would really appreciate some help or compensation here as I am a very upset customer. I would truly like a gift card of my $50 balance I was charged for nothing good.

• Initial Complaint

  Date:01/07/2023

  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.

  As health care providers, we were considered essential workers and slammed because of COVIDApparently QDOBA changed their rewards policy and we did not know because we have not gone out to eat in years.we recently began to have our lives back and went to use our QDOBA points only to find out that they had been taken by ADMINISTRATION.we are talking about thousands and thousands of points earned over years. We tried a few times to use them but the staff could not figure out how to use them so we let them keep accumulating because we knew they were safe.Without our knowledge or a warning, they retired our points. This is a disgusting thing to do to customers and we want out points back as we would give them to the shelter in town to use for the homeless.what a feast they could have with that. Come on QDOBAhelp me give the points you stole to the shelter!!!!!!!

  Business Response

  Date: 01/18/2023

  We explained to the guest the changes in our rewards program, and that this was communicated via email multiple times prior to and on Feb 1 2022. As a courtesy, we restored the free entrees they had that were expired, and we did so with no expiration date. The guest never responded, and we consider this matter closed.

  Customer Answer

  Date: 01/18/2023

  
  I sent a thank you response to the business and to Bbb that Qdoba took care of the issue. Not sure why it was not received. 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,
  
  Doclorrie ******
  
   
  

• Initial Complaint

  Date:11/08/2022

  Type:Delivery 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.

  Orderd qdoba delivery on November 8. I received the wrong order , deliver driver wasnt able to help me . Tried to submit issue to customer complaint on ********************** website but it keeps giving me a error code

  Business Response

  Date: 11/16/2022

  We reached out to ******** and let her know that we have processed a refund on the order. We consider this matter closed.

• Initial Complaint

  Date:11/02/2022

  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.

  Order# ***************** Pick up order. Drove up there, got it. Got home, no protein on my food. I paid extra for it. I called and explained the situation and they advised they would give a refund but then they hung up on me. Tried to call back and they would not answer. I drive back up there and they didn't want to talk to me then advised they would only remake food and not give a refund. I advised I shouldn't have to drive back up here because of their mistake and not also receive a refund. The owner then walked off and said that is all he would do since I came back up there.

  Business Response

  Date: 11/03/2022

  This complaint was submitted before our Guest Relations team got a chance to respond to *****'s email about this incident. We have informed them that we will be following up with the owner of the franchise to look into this and take corrective action with the team. We have also gone ahead and processed the refund. They should see the funds returned in 3-5 business days depending on their bank, and now consider this matter closed.

• Initial Complaint

  Date:10/27/2022

  Type:Customer Service 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 made a catering order online for pickup on 10/15 @4pm and when arrived I was not greeted but I approached the pay/pick up area to let the cashier know I was here to pay and pick up my order. He said the order was not ready and that the manager was taking care of this for me. He bought out the food and did not as for payment so I assumed it was taken care of for the inconvience due to my order not being ready until 430pm. after leaving the store and making it my event I noticed my order was not correct so I did not call in due to fact that it was just thrown together and rushed and to knowledge it already taken care of by the manager. Later that night, around midnight I woke up to multiple missed calls from a number with no vm left. Not knowing who it is , I don't answer. Since then he's called me numerous times and from his personal phone that was followed by a threating email. I got an email today from ****** threating to call the police due to an error on the store behalf. I'm very upset and I don't appreciate being harassed for this terrible experience.

  Business Response

  Date: 11/02/2022

  We emailed Dae on 10/27 to gather more information so we can look into these allegations, but have not heard back. Once we get that information, we will follow up with the owner of the franchise to investigate and take any action needed.

• Initial Complaint

  Date:10/25/2022

  Type:Sales and Advertising 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.

  Manager on 10/25/2022 at 1:30pm est made verbal threats to me saying "Do you want your a** beat?" and proudly backed it up when asked "is that a threat?"order#: TM1067

  Business Response

  Date: 11/02/2022

  We have responded to the guests email to us about this issue letting them know that we sent this to the district and regional manager for review and to take any action necessary. Due to HR and privacy issues, we can't share any more detail, but we take any allegations like this extremely seriously. Additionally, we have told the guest that we will be happy to refund, we just need some additional information that we are currently waiting for. Once we receive that, we'll be able to process the refund and will consider this matter resolved.

• Initial Complaint

  Date:10/10/2022

  Type:Sales and Advertising 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.

  Was charged a dollar more than what was on the menu. I was told first there is a new sales tax on eating in which is a dollar surcharge. I questioned that with the manager for I was not aware of such a tax in **********, ******** . The Manager then called the General Manager who told the Manager to tell me that with inflation, the registers keep up with the prices but with fast and high inflation they cannot keep up with updating the price lists on the board or the signage of the specials and due to the economy they cannot afford to honor posted prices so the extra 1 dollar fee they cannot adjust. I complained to corporate three times since , but got no response .It may only be a buck...but when they do this with other customers too and do not remove the signage, it is deceiving sales practice my my mind .I bought the idem due to the price or a dollar off as noted on the counter board and had it prepared and then the shock at the register and then to be told about a tax that was a fallacy and then the story of inflation seems very unethical . The Surf and Turf Bowl is advertised as $12:45 on the sign and now $13:45 at the registrar The General Manager/DM said it is what it is They could fix the misleading sign and refused .. I have the receipt and the sign that I relied on .

  Business Response

  Date: 10/18/2022

  We reached out to ****, who had contacted us prior to filing the complaint, and informed him that we were following up with the district and regional managers to correct this issue, as well as follow up with the team to provide coaching on how to better handle situations like this in the future. As an apology, we offered **** 2 coupons for free entrees (a $20 value), which he rejected. We followed up to ask what he would find appropriate and have yet to hear back. Once we have, we'll be able to resolve things amicably.

  Customer Answer

  Date: 10/26/2022

  I asked for a simple apology from the General Manager/DM and was willing to meet him at a location of his choosing
  
  Request was not honored.
  
  Please reopen the case.
  
  The practice is wrong to blame the increases over the posted sales price on a new sales tax and inflation. Yes I am a disabled Senior Citizen but when the manager verified with the GM/DM that this is the policy...and I verified with the City of no sales tax increase  while there they establishment would not budge on the dollar surcharge. 
  
  I was calm and polite and for two weeks simply asked for a sincere apology.  

  Business Response

  Date: 10/26/2022

  We have gone above and beyond for **** and are sorry to hear that he feels this is not resolved. We informed him that the ** was wrong, and that we are taking disciplinary action internally that precludes the ** from contacting him to apologize. Instead, both the District and Regional managers for this location have contacted **** and spoken with him extensively to apologize, and to let him know that how the ** handled this situation was wrong. We have also offered him various forms of compensation, which he has refused. At this point, there is nothing else we can do for him, and consider this matter closed and resolved.

• Initial Complaint

  Date:10/06/2022

  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.

  If I could give them zero stars I would. The staff mixed up my order and lied after I came back to the store to get a refund (With the item in hand). They would not give a refund after making me drive all the back to the store and waiting for them to check the cameras.They called the cops on me after I yelled one explicative when asking for my refund "ARE YOU ******* KIDDING ME?". Funny thing is I apologized directly to the customers dining in, after I made an outburst. I realized right then that shouting this was a mistake. Here is where everything went wrong. The manger calls the cops because for some reason she was scared of a little cuss word? (Could it be because I was black and she wanted to see how far she could get the cops to escalate this, was she hoping I would get arrested or shot?) and then she locked me inside the restaurant. I stood by the register with my arms folded as I waited for the cops to arrive. As a black male, I was terrified. Surrounded by white customers telling me I was overreacting, that I was being erratic. (Is this how yall are in ***************? You see a black male shout once and automatically hes a bad guy? "Lets call the cops on this POC" Telling me directly they had no sympathy for the situation when it came to me asking for a refund. As I waited for the cops to arrive, fearing this might be my last days on earth, as one wrong move could mean another "black male being erratic was gunned down after Qdoba manager feared for her life that this man was going crazy" Am I playing the race card? Maybe, any other answer just doesn't make sense. Why would you call the police on me for asking for a refund, driving all the back to the store, waiting for you to check the cameras for *************************************** and say "you asked for beans" the audacity... I can literally watch you put the food together. They even mixed up all the customers orders for a brief moment. Safe to say I wont be coming to this store again.

  Business Response

  Date: 10/07/2022

  **** reached out to us directly as well, and we informed him that his email was shared with both the district and regional managers so they can follow up with the team and take any corrective action necessary.

   

  We also went ahead and refunded his order, and let him know about all this. We consider this matter closed.

  Customer Answer

  Date: 10/07/2022

  
  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:09/29/2022

  Type:Sales and Advertising 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 Sunday, September 11th 2022 at approximately 9:40pm ET, I walked up to the Qdoba Mexican *************** located at **********************************. The published hours for that restaurant were 10:30am - 11:00pm. When I walked up to the restaurant, there was a paper sign taped to the outside of the door that said "NO WALK-IN, Only Online Pickup." A picture of that sign is attached to this complaint. I did not understand and knocked on the door. After some time, one of the employees opened the door and said that the restaurant was closed for customers and that you had to order on Uber Eats or Door Dash. I did not know how to do that, and questioned them on why they were closed when the published business hours were from 10:30am - 11:00pm, and it was only 9:40pm. I was told that "there were too many people and that the manager had told them to do this." I mentioned that there was no one inside the restaurant, so what was the issue? The employee then said that I could come in the restaurant and order - as if he was doing me a favor or something. When I walked in, there were three employees and no customers. I then questioned him again as to why he was not letting customers in the restaurant when there were no customers in the restaurant. It seemed like a lie. All three employees were just standing inside the restaurant playing on their cell phones. I highly suspect that a manager would actually tell them to just close the restaurant during normal business hours. I suspect the employees lied to me and other customers because they were being lazy and did not want to work. After I had ordered my food, I then questioned them a second time as to what the difference is between me ordering online or in the store, because they still have to make the burritos. At checkout, I asked for a receipt because my company reimburses me for meal expenses at certain times. They would not print me a receipt and I had to take a photo of the register. See additional attached documentation.

  Business Response

  Date: 09/30/2022

  We responded to ***** with the following and are awaiting a response:

   

  Hi *****,

   

  Thank you for reaching out, and I am so sorry to hear about your experience. I am forwarding this to the district manager so that they can look into this whole situation and take corrective action with the team.
  However, I did want to provide some context. Sometimes, if staffing is low on a given day, managers sometimes choose to limit ordering to just online orders or just in person orders. This is to limit the amount of orders that can come in at once, as an understaffed store can get very quickly overwhelmed, causing long wait times for in restaurant and online guests. However, it sounds like things were not particularly busy at the time you showed up, which I'm guessing is why they had no problem with you coming in and ordering.
  All that said, we want our guests to have a great experience, and it sure sounds like the **** was missed. I see in your Better Business Bureau complaint that your desired settlement is a refund. I can't refund your order, but I will be happy to offer you 2 coupons for free entrees so that your next couple of meals can be on us. If you provide me with your mailing address, I will be happy to get those sent out to you. Please let me know if you have any other questions or concerns.

  Customer Answer

  Date: 10/02/2022

  
  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.

   

  Qdoba to send free entree coupons to my address at:

   

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

  49 ************* 385

  *************, ** 33062

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

• Initial Complaint

  Date:09/13/2022

  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.

  Today 9/13 I redeemed coupon cards left by a young male manager I spoke to on 9/6. Rice was crunchy and some meat was charred beyond recognition. Redeemed at register from a young black, handicap female. After, we noticed her explaining to an older caucasian female employee around 60+ in age. Before prepping our order we were pretty much interrogated & she seemed unpleased servicing us. She began prepping our food, she gave us very little chicken. We asked for a tiny bit more she stated policy is only a spoon full which it was not, especially after noticing her serving customer after us & filled spoon so that she held it with her hand to place Very interesting. Upon checking out same older woman says to me with very much of a condescending tone "Just so you know this is the last time this can happen". Hmmph what was she implying???? So had she not said that we would of exited without issue. But she said ****** replied "I don't appreciate the tone nor the assumption as if we do this on a regular basis, (And we never have, first occurrence in the 2years we frequent that location). This was created by one of YOUR managers". As I'm talking & stating let me finish she continues talking over me to say "Per policy you use the card as SOON as you GET the card". We walked in 9/13 literally 7 days later and used them(soon to me). I stated to her "That's a discussion you have with your employees not your customers & not in that tone. She stated "Well I'm just telling you" and I mirrored the same back. Now previous managers instructions "UPON YOUR NEXT VISIT JUST ASK FOR THE CARDS THEY WILL BE LEFT IN REGISTER. If it's policy and you have a problem with that take it up with your manager who DID NOT specify an EXPIRATION. We left due to my daughter is very sensitive to unnecessar confrontation. So I called from my truck. Cat answered, I asked 3 times "Managers name" & she hung up. So now I'm making this public because I found it to be personal.

  Business Response

  Date: 10/08/2022

  Hi MJ,

  I received your complaint via the Better Business Bureau and I wanted to reach out. First, please allow me to apologize for the experience you had. We want all of our guests to have a great experience when they visit, and it sure sounds like the **** was missed here. I would like to follow up on this to see what I can do. To assist with that, can you please provide me with the location where you visited? It's not clear from your complaint which location it was. Once I have that, I'll be able to take further steps.

   

  Customer Answer

  Date: 10/09/2022

  
  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,
  
  *******************