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Business Profile

Internet Services

OpenTable, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 61 total complaints in the last 3 years.
  • 29 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:11/20/2024

    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 booked an advance hotel reservation through Open Table in early September - prior to their doing away with hotel redemptions. The reservation was fully refundable and I subsequently cancelled. The hotel redemption was 4000 Open Table points + $22.32. The $22.32 was promptly refunded to my credit card (by their travel partner) within a matter of days while the 4000 points have not been refunded to my account after about 10 attempts/correspondences requesting they be redeposited. At first they seemed very eager to follow through on promptly reimbursing the points, but subsequently went silent. This is highly unethical and needs to be corrected. What makes this situation particularly troublesome is that Ive been a loyal customer for 10+ years and even a VIP (their term) which apparently is a meaningless platitude. Id like others to be spared of my frustration and would appreciate anything that can be done to get them to reimburse the 4000 points which are rightfully mine.

    Business Response

    Date: 11/22/2024

    Thank you for contacting OpenTable and submitting your concern. We just took a look at your account and are seeing that the points have been added to your total at this time. Your total should be showing 6950 points with the return of those 4000 points. Please let us know if there is anything else we can help with!
    Best Regards,
    OpenTable, Inc.

    Customer Answer

    Date: 11/22/2024

    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.

    Sincerely,

    ***** ******

  • Initial Complaint

    Date:10/17/2024

    Type:Billing 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.
    Account merge and email address change Having great difficulty merging two accounts. My original account is under an email that I no longer have any access to. I have informed the chat bot repeatedly and it continues to send codes to that email, which does me no good. I would appreciate the opportunity to speak with a person so that this matter can be resolved. I have points on the original account that Id like to retrieve.When you go to contact us, your only option is the chat bot. When you call the 800 number (which I had to ******), it says for customers, please use our online chat. Very frustrating.

    Business Response

    Date: 10/22/2024

    Thank you for contacting OpenTable and submitting your concern. Our support team has sent you a direct email so they can help with your account merge! Please respond directly to that email so they can assist. Please let us know if there is anything else we can help with!

    Best Regards,
    OpenTable, Inc.

  • Initial Complaint

    Date:10/08/2024

    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.
    Using open table I had booked a table for two at the ************ in *********. I paid $80 per person. So $160, just to hold the table. I was unable to make the reservation as the person I was going with got sick. When I made the reservations open table said no cancellations, no refunds etc. So if someone gets sick how do I cancel? What good is it gonna do? So I get an email asking why I was a no-show and asking for an explanation. So I explain the situation in a reply. Well open table sends an automated reply to me telling me they understand things happen bla bla bla then they have the nerve to tell me that no-shows are expensive and costly to their restaurants really? Im out $160, for circumstances beyond my control and you all have the nerve to scold me in an email for being a no-show. Your own policy discouraged me from trying to contact the dining establishment. You stole $160, requested and explanation AND scolded me. Thats unacceptable, Ill never use open table again. I could understand the verbal discipline if I got my money back but you literally took $160 from me to hold my table, you kept my $160, so what are you complaining about? Give me my $160 back since you complained at me.

    Business Response

    Date: 10/15/2024

    Thank you for contacting OpenTable and submitting your concern. We have asked our support team to investigate and reach out to you regarding your reservation. They will be in touch via email in the next 24 hours.  Please let us know if there is anything else we can assist with!

    Best Regards,
    OpenTable, Inc.

    Customer Answer

    Date: 10/21/2024

     
    Complaint: 22395522

    I am rejecting this response because: I paid open table, open table took my money, open table presented the cancellation policy. Open table was the facilitator of the transaction.

    Sincerely,

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

    Business Response

    Date: 10/22/2024

    Thank you for reaching out! Our support team reached out to you on the 15th via email and has not heard back from you. They would be happy to work with you to find a resolution. Please respond to them via that email and they will continue to assist!

    Customer Answer

    Date: 10/28/2024

     
    Complaint: 22395522

    I am rejecting this response because: open table took my money, the restaurant didnt take my money.


    Sincerely,

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

  • Initial Complaint

    Date:10/07/2024

    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.
    The London City Distillery refused to honour our reservation (which we made months ago), even though they contacted us two days ago to confirm the reservation (which we did).

    Business Response

    Date: 10/08/2024

    Thank you for contacting OpenTable and submitting your concern. It looks like our support team has been in touch with you regarding your reservation as of this morning, October 8th, and everything looks to be resolved. We will make sure to reach out to the restaurant’s management team here at OpenTable to ensure they are aware of the situation so it can be prevented in the future. Thank you for taking the time to let us know. Please let us know if there is anything else we can assist with!

    Best Regards,
    OpenTable, Inc.

  • Initial Complaint

    Date:10/01/2024

    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.
    My friend purchased a $75 Gift Card from OpenTable (OT) on Dec 16, 2017. I tried to use the ** today, as there's no expiration limits on **'s in **********, and apparently OT no longer uses the ** service as of July of 2023, so they had me call ********************* I spoke to them and they tried to assist me but when they couldn't, they got frustrated and would disconnect/hang up on me. Hoping it was a connection issue, I called back 3 times, all ending up in a disconnected call. I then tried OpenTable's chat service as they should be the responsible ones for services/programs they offer on their site. They instead kept referring me to Akimbo and a government "unclaimed gift card" site; ***********************************. I was in chat with OT and they told me to hold to see what they could do and ultimately disconnected my chat also. I received an email from ****** from their Leadership team apologizing for the disconnect and saying they couldn't do anything for me; no compensation. The email ends with, "Let us know if we can help with anything else", so I tried to email them back but the email just bounced. At ****** I didn't get the name of the three people I spoke ***** OT, I spoke to **** on 10/1/24, starting at 3:22pm PT.

    Business Response

    Date: 10/03/2024

    Thank you for contacting OpenTable and submitting your concern. It looks like our support leadership team reached out to you on October 1st regarding this situation and asked a couple follow up questions so they can assist in reaching a resolution but they havent received a response. If you respond directly to that supervisors email, they will continue to work with you! That email came from ****** around 5:10pm mst! Please let us know if there is anything else we can help with. 
    Best Regards,
    OpenTable, Inc.

    Customer Answer

    Date: 10/03/2024

     
    Complaint: 22367392

    I am rejecting this response because:

    I replied to the email but the email bounced back, as described in my original statement. I replied with:

    Hi There, 

    I replied to ****** but the email bounced. I replied with the following: 

    Hi ******,

    I never received any emails. Is there any compensation you can provide as I'm now out $75, the value of the Gift Card. 

    *****

    Business Response

    Date: 10/08/2024

    We just took a look at the correspondence and it looks like you were able to get through and have been working with our support team since we last wrote to you and since you responded to us here. Please continue to work with that team as needed to reach a solution as they will be best suited to assist!

    Customer Answer

    Date: 10/08/2024

     
    Complaint: 22367392

    I am rejecting this response because: They are giving me multiple dates of usage when they stated they are not able to see such information, and the dates given are after the dates when they say the program was stopped, so that would be impossible. I feel they still owe me $75 or at least something for compensation. 



    Sincerely,

    ***** ****

  • Initial Complaint

    Date:09/01/2024

    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.
    The Open Table Dining Reward email to make a reservation and use the reward does not work. It says it is not available.

    Business Response

    Date: 09/06/2024

    Thank you for contacting OpenTable and submitting your concern. It looks like our support team has been in touch with you regarding your reward on September 1st and 2nd and everything looks to be resolved.  Please let us know if that is not the case so we can ask our support team to reach out to you again!

    Best Regards,
    OpenTable, Inc.

  • Initial Complaint

    Date:08/12/2024

    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.
    A beautiful lunch ruined today because the ***** rewards card I was sent did not work. I contacted customer support right before b/c they did away with cheques that worked fine for decades and work with a terrible outfit ( Hyperwallet) sending virtual cards, tied to the reservation .So wonderful till they ran the card- debit, credit -nothing. Managers called, staff upset, owner called- called the number on the card but were on hold. I was there 30 min-they had to give me new sorbet to take home. Finally they took the money off and copied the card to deal with OT directly. I have 3000 rewards points and scared to redeem them because of these cards. I got the money from the vendor who will now seek it from you- but it decimated the afternoon. I'm only thankful I was alone as it would have been ever more humiliating. Nothing to upload- ******** in ******** HIll, a lovely new place that didnt deserve this aggravation either will be able to reach someone at OT. I cannot get any top management to contact me. This happened today Aug. 12, 2024, 4 mos after these cards started being used. I guess you didnt consider it's not just about the money. That once a dining experience is ruined, using hard-earned points, one can't get it back. I'm looking for a) apology b) some compensation for this c) some assurance that this won't happen again and perhaps moving to a more competent and responsive card vendor. For the first time in decades, seeking alternatives to Open Table.

    Business Response

    Date: 08/21/2024

    Thank you for contacting OpenTable and submitting your concern. It looks like our support team has been in touch with you regarding this situation and a resolution was reached on the 13th. We have provided your feedback to our rewards team so they can take it into consideration when they update/change our rewards system for the future. They will be investigating and working with our third party vendor to make sure this does not continue to happen! Please let us know if there is anything else we can help with. 

    Best Regards,
    OpenTable, Inc.

    Customer Answer

    Date: 08/22/2024

    They apologized and said ill get 2300 pts. Thats ok. you can close it. They said they would compensate me. If it doesnt happen i'll reopen it. thanks.

  • Initial Complaint

    Date:06/29/2024

    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.
    Over the past few months, starting in 2024, I have received several unsolicited emails from this proprietor, Open Table, stating that I have a boinified reservation in some city and state 1000's of miles away from home that I have never visited. Although I have not been asked by the restraints, as of this complaint, to honor the non-cancelation of these reservations, it causes great concern within my marriage that these late night dinner plans are continuously popping up in my inbox and texts. I want these to stop and I cannot get any reply from the app owner. I have never used their app, nor even seen it anywhere but my email and text accounts.

    Business Response

    Date: 07/05/2024

    Thank you for contacting OpenTable and submitting your concern. Our privacy team would be happy to investigate this and reach out to you with the results, with your permission given you requested no further contact. At this time what we are able to see is your provided email address is not listed on an account in our system, but Gmail does have a known issue with periods being included in emails and that might be a factor here. If you are willing to let our privacy team investigate they can reach out to you directly. Please let us know!

    Best Regards,
    OpenTable, Inc.

  • Initial Complaint

    Date:05/30/2024

    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.
    Want to cancel my account and any present, past, or future sharing of my personal information.

    Business Response

    Date: 06/04/2024

    Thank you for contacting OpenTable and submitting your concern.We would be happy to help with this request. If you email ****************************** directly our privacy team can process this request, or if youd like to respond here and provide the email address attached to your account we can assist that way as well.

    Best Regards,
    OpenTable, Inc.

  • Initial Complaint

    Date:04/06/2024

    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.
    We submitted the application for open table. We didn't finish the merchant training and didn't finish set up account at all. We even didn't download the app on ipad. From our side, the apply processing is unfinished and on hold. We never use open table service. But open table started charge our monthly fee since April 2023. They charge an empty data account, non-active account for whole year and their representative, their agent of our account didn't feel any weird and never contact us regarding this. When we found that we had been charge for a lot of months. We contact open table to closed the account and refund us. We contact them by online chat but they said there is no record. We called to cancel account. And they support said they will have their manager call us back but we never get the call. They refuse to refund us and took a long process to close this account and keep charging us. For customer have a strong will to close account and contacted them multiple times regarding this but they just email back said if they can schedule a call back talk about this and the closest date for that is a week later. They definitely have very bad customer service and their agent didn't take any responsibility on their account. We didn't use their service at all but keep getting charge, They should pay for this. We request refund.

    Business Response

    Date: 04/13/2024

    Thank you for contacting OpenTable and submitting your concern. It looks like our team has been in touch with another person attached to the email address youve used here, but we have notified the team that you reached out. They will be investigating and have the contact information needed in order to reach out to you after their investigation!

    Best Regards,
    OpenTable, Inc.

OpenTable, Inc. is NOT a BBB Accredited Business.

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