Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My wife and I had a meal at the ************** Carrabbas on 27 Sept. During our meal we noticed a problem with our flight assignment, so had to finish quickly. I attempted to pay on my phone, but did not see the detailed billing. I paid the bill online, only to see the billing details after I paid. I noticed that we were charged and uncharged for a *** ***** beer, and double charged for a Pizza Margherita. I immediately brought this to the attention of our server, who attempted to recall the payment. He was unable to and brought out the manager. The Manager told us that he reversed the $88.76 charge and amended the correct bill. He removed the double charge, and the Mezzaluna charge as a courtesy. This resulted in the $49.02 charge ($34.02 + $15 tip). This is the correct charge posted on my Credit Card statement that evening. Shortly thereafter we boarded our 8:30pm flight (Icelandair FI644), landing in ****** on Sept 28th.Upon checking my credit card account, while still on travel to ******, I noticed the $88.76 charge from ********** was posted the following day, 28 Sept; in addition to the correct $49.02 charge. I was able to grab a quickpay screenshot, and it looks like it was run at 10:26 PM, while we were in the air! I have been unable to contact anyone at the *** Carrabba's, the phone number posted on your website (**************) just rings with no answer. I am unable to go to the location as it is past airport security.I have attached the corrected bill for $49.02 charge ($34.02 + $15 tip), as well as the erroneous bill for $88.76 for your reference. Note that they are the same Check Number (796). You will see where I was double charged for the Pizza Margherita on the erroneous bill.The $88.76 that was incorrectly charged to my account needs to be refunded immediately.

  Customer response

  01/03/2025

  This complaint has been addressed by the company to my satisfaction. I cannot find out how to amend the complaint to state as such. You may close this issue.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to carabbas to use a diner reward email that was sent to me, however, after I ordered and was given the bill, I was told I cannot combine diner reward points with the email offer. No where in the email does it state this, and when I called bloomin brands, they said it was in the fine print on the email - which it its not, I checked the fine print. Deceptive advertising, I believe I should have been allowed to use my $15 in diner rewards along with this email, therefore I believe you owe me $15 in diner rewards to make this right.

  Business response

  10/24/2024

  Hello,

  Thank you for contacting us. The guest's issue was resolved.

  Guest Relations

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  3/11/2024 and 3/31/2024 Trying to place order and pay with gift cards and bonus cards via the website have resulted in being told "****'t use" how and why can we not use these items which were purchased via the website? The we NEVER are given the reward points after we do finally have to call and place order on the 11th or the 31st we have to pay with a credit card and the $10 are made to buy something we didn't even want.To top it off when we go to the website to add "missing points" get "Not a valid transaction"... You changed the way rewards are earned, now changed the website, and it's all a hassle and a way to discriminate against a Female Disabled Veteran.

  Business response

  04/02/2024

  Hi,

  Thank you for contacting us. I apologize for the inconvenience this has caused and I am happy to further assist you. 

  Bonus cards are not able to be used for pre-pay online. The terms and conditions on the bonus cards state "to pre-pay, call your local location". The bonus cards are permitted to be used on pickup orders, however, you must call the store location to pay over the phone with a bonus card or bring the bonus card in person to pay upon pickup. The bonus cards are also not compatible for redemption in conjunction with Dine Rewards points or additional promotional discounts. 

  If you will please provide a front and back image (or screenshots, if digital) of your gift cards and bonus cards, as well as your full mailing address, I will be happy to further investigate.

  If you are missing Dine Rewards points from a visit, please contact ************************************** and they will be happy to assist you. 

  
  Sincerely,
  Gift Card Team
  
  

  Customer response

  04/02/2024

   
  Complaint: 21511079
  
  I am rejecting this response because: it's a joke as is Dine rewards.  You can close this as I will take my business elsewhere from here forward!!! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to you to express my disappointment about an ***************** I had in your restaurant Carrabbas located in *******, **. We ate there on November 18, 2023 after 6pm. I ordered pasta that had a sharp piece of metal mixed within it and while chewing I bit on something that felt like a bone and it pierced my tongue. At this time the manager was walking around asking how things were and saw me having issues as I took this sharp object (attached pic) out of my mouth. He did show concern by apologizing and he also quickly assisted me with the situation. The manager on duty said he spoke with his kitchen staff and the metal is from the cleaning brush used to clean the pots. He took care of the bill for all 3 of us that night. My issue is not with your manager on duty. My issue is with the complaint incident department. A man called me about a couple days later, he assumed that giving me gift cards would take away the emotional issues and bad tasteful experience. I get it that things happen, but this young man who called me didnt seem to have the same hospitality as the manager on duty did. He kept asking me if I needed stitches or if there was a hospital bill. I explained to him NO. He said to me that he could only give me a $200 gift card to another restaurant and that I should take that. I expressed to him that I would like to know that some changes would be made when it comes to the kitchen staff cleaning. He asked me if I would like to file a claim. I told him yes because I want someone to look more into this. TODAY A man named ******* called me today @12:37pm (cst) after I sent out emails regarding this issue this morning. He stated he would send me an email document to sign and release a $250 Check to me and I have yet to receive it. I have attempted to call him back and he is forwarding my calls to his voicemail. ************ I can be reached by email ***************** or my personal cell phone ************.

  Business response

  12/19/2023

  Hello,
  
  Our *************** and ***************** have contacted this guest and provided a resolution that was accepted by the guest. Coaching is also being provided to the restaurant. This case is considered closed in our records. 
  
  Thank you,

  
  Guest Relations

  Customer response

  12/20/2023

   
  Complaint: 21025128
  
  I am rejecting this response because: i agree that they did call but the lie is ******* or ***************************** called and said he would send me an email for me receive $250 for the emotional trauma of my experience. I NEVER received this email. I spoke with him 12/18 and today is 12/20. his direct phone number is **********. i cant make this up. the company is a whole joke. he truly seemed genuine while talking to me. he even said he apologized for being so busy and dropping the ball and taking forever to get with me since 11/18/23. This man also asked me for my social security number and date of birth and address. he told me that once i sign the document he send by email that i can take a pic of it with my phone and then email it back to him and then he would make sure it would be mailed out to me this week. ******* and another man who is a Supervisor by the name of **** are the 2 men who i have spoken with. ******* even explained to me than this supervisor can be arrogant when i explained how he talked with me. **** didn't believe me until i sent him a picture of the metal piece that poked my tongue. if i had swallowed or died i wouldn't be able to talk about this situation and now this is being taken like a joke and i am being ignored and pushed aside. 
  
  Sincerely,
  
  ***********************************

  Business response

  12/21/2023

  Hello,
  
  The guest has been contacted again and has indicated satisfaction with the resolution. Please let us know if there is anything outstanding we can follow up on.

  Thank you,
  
  Guest Relations

  Customer response

  12/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 04/22/2023 at 8:25 p.m., ordered (#****************4) Linguine ********* for $24.99+tax. After eating the entree, shortly thereafter I began to fall ill, stomach cramping, nausea, and discomforting pain. At approximately 10:00 p.m. or so, not too sure about the time because I was not checking for time intervals while not feeling well. I discovered stool difficulties then shortly diarrhea remained. Then, at approximately 11:30 p.m. or so, I returned same issue. Then, at approximately 11:55 p.m. or so, I vomited some of the Linguine *********. What I thought was all I returned to bed but before I could get into bed more vomiting persisted of the Linguine *********. I called your Carrabba's Italian Grill at ********************************************************* at ************ to report food poisoning I contracted from this location's kitchen. Ticket #****, Order Number# **************** and ***** restaurant supervisor, refused to refund me payment for the order until I prove it is food poisoning.I do have a schedule physician's appointment in the coming days. I will have the test completed. But, it is not ****'s place to refuse a customer who has experienced what appears to be food poisoning from their restaurant their refund. It is not news that restaurant location may want to accept that is not my problem neither did I expect to be sick to my stomach and vomiting with diarrhea.Something must be done about this immediately. I do not have to produce medical record to prove anything to **** but to notify as soon as I get the results this week from my physician due to my HIPAA Privacy Rights.

  Business response

  04/24/2023

  Good afternoon,

  I have reached out to the guest *********************** and will handle from here.

  Thank you. 

  Customer response

  04/25/2023

   
  Complaint: 19972060
  
  I am rejecting this response until a sure equitable and accountability effort is sustained to my (consumer's) expectations within reasonable BBB practices.
  
  Sincerely,
  
  ***********************

  Business response

  04/25/2023

  I spoke with the guest ***********************. Advised *** ******* that i will be following up with the restaurant and the area director for further communication regarding the incident.  I will be sending ****************** a gift as a guest gesture. 

  Customer response

  04/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this to be an amicable resolution to steps in the right direction to hopefully prevent future cases.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid $94.30 for Carrabbas delivery. We were notified via email that our order would arrive around 8:48 pm on 1/4/23 We waited until 9:55 pm and called because our order had not been delivered. (Or so we thought it hadn't.)We called and the receptionist told us that they had Door dash take over the delivery. I was unaware that the restaurant itself was not handling deliveries anymore. So anyway, the receptionist said "they must have stolen your food." I said "Is that something that has happened before?" To which she replied "yes it has." I then asked to speak to a manager to figure out what to do about my missing order. While on hold waiting for the manager to answer, I said to my fiance to go outside and check to see if perhaps they dropped the order off outside. Sure enough it was sitting outside and not only was it cold but we found out after we spoke to the manager that ants had crawled into our dishes so they had to be thrown away. No one knocked or even notified us that the food was dropped off so it sat for over an hour on the ground!The manager got on the phone and I explained that we found our food and explained that no one even knocked. I didn't even know about the ants yet. She apologized profusely and said she was going to give us a full refund for our meal immediately due to the inconvenience. I thanked her and we hung up.I know that refunds can take 10 days to process so I waited. And waited. We never got the refund. I ended up filing a claim with my bank since Carrabbas did not do what they said they would. Fast forward to last week. I received a letter stating my claim was denied because the charge was valid. I never disputed the validity of the charge. I told them they offered a refund and failed to do so and there were ants in our food! I love Carrabbas but I feel they really did wrong by myself and my family by offering a refund then not honoring it, especially since our celebratory dinner was ruined. Please refund

  Business response

  04/12/2023

  Guest concerns have been addressed and resolved. 

  Customer response

  04/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been calling your ************ number in ***** for help and no one is helping me. I received a ********** gift card for Christmas from my friends. The front says $25-$500 and I did not know the amount so I called the number on the back of the card and it asks for the number on the card. There are numbers above the bar code and below the bar code and the automatic system keeps saying the number is not valid. I am 80 years old and this is stressing me out. When I lived in ********* my *********** always went to the one on ***************. When my husband died I moved to Florida for my health. My daughter in CA sends me $100.00 gift cards for ********** for Christmas. I go to your ********************** all the time they me when I come in. All I want is for someone to help me know how much is on this card so I can go and use it. Please help me! Thank you Sincerely, *******************************

  Business response

  03/13/2023

  Hi ******** ,

  Thank you for your email. Please provide me with the 19-digit gift card number and 4-digit pin located on the back of the card or provide a front and back image of your gift card, and I would be happy to research this further.
   
  Sincerely,
  Gift Card Team
  
  

  Customer response

  03/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have gone to this location for over 20 years. It's one of my favorite places and I have rarely ran into any issues there until the last two months. In January I got about $60 worth of takeaway that tasted great until half way through I found half of a plastic lid in my food. I sent in an email immediately & never heard back. MANY ***************** later-still nothing. This weekend a friend chose this same location for her b-day lunch where we again dropped $70+ when the food came out we all looked at each other because it looked totally different than every other time we had gotten those dishes. All of the pasta was so overcooked it was blown up and swollen, The sauces were so watery they had no flavor and quite frankly looked nasty. The chicken on top was not even cut up just thrown on there. The chicken in the soup was fatty & the zucchini fires were limp. Finding plastic was one thing, but having all of our meals be inedible was quite another. Out waitress never offered to send it back & a manager never stopped by. I have loved this place for years, so I don't know if it's under new management or a new kitchen staff, but both could use major improvement. Ignoring good paying, longstanding customers is simply not a good move.

  Business response

  02/10/2023

  Hello,
  
  We have reached out via Instagram DM and are requiring a Regional Manager to contact you for further resolution. 
  
  Sincerely,

  
  Guest Relations

  Customer response

  02/10/2023

   
  Complaint: 19371580
  
  I am rejecting this response because:

  Whoever is running their social media has been dragging their feet on this for weeks. Either get the manager to make it right or move it up to a higher power. The excuses are endless. It's not that difficult to do the right thing and do it in a timely manner. 

  
  
  Sincerely,
  
  ***********************

  Business response

  02/27/2023

  Hello,
  
  This guest has received compensation from our Regional Manager. 
  
  Thank you,

   

  Guest Relations

• Initial Complaint

  01/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had the worst experience at ********** at **************************************** on 1/29/22. After my Godson's Baptism we headed to Carrabbba's to celebrate his Baptism. The reservations where made two weeks in prior to the celebration. We sat down at 5:15 and that was when it all started. They let a new girl who only been there for 4 days service our table of 10. It was a disaster, it took us about an hour to get our drinks and food. Our table was cluttered with menus and appetizing plates. We had to ask the serve can she at least take the menu's from the table and finally we had to ask another worker if they can grab the used appetizer plates. Our bill can up to about $422 and we told the host that we wanted separate checks. After a hour of waiting on the bill we finally suggested that they could just give us the bill and we would spilt everything ourselves. After adding up my partner and I total , tax, and gratuity we calculate $142.00 of our tab. However the host began to charge every card and then added the gratuity on each check. the gratuity was for a total of $25 but she began to add add $25 of each of our check. That means 6 bill was charged an additional $25 which is $26 times 6 instead of the flat $25/6. Once we noticed that transaction it was too late. This was the worst experience had at a restaurant and it is not ok that the they let a new person of 4 day handle such a large group.

  Business response

  01/31/2023

  Guest was contacted and concerns have been addressed and resolved. 

  Customer response

  01/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received a Carrabbas gift card promotion email on 11/19/22 and ordered $300 worth of gift cards 11/20/22, I received the following: This e-mail is to notify you that we were unable to authenticate and complete your recent online Gift Card order ( # ******** ). As such, your order has been cancelled. A temporary hold was placed on your payment method. This is not a charge and will disappear from your card in 2-3 business days. We apologize for any inconvenience this may cause. Prior to attempting another purchase, please contact our Carrabba's Italian Grill Gift Card Support. Carrabba's Italian Grill Gift Card Support Contact Information. Toll Free in North America at 1-855-739-2760. 12/3/22, Very unusual. First I gave order number ******** and support said that I needed a case number [Case#********]. Purchasing email address ********************** It has taken several weeks, phone calls and repeated emails on my part to get an inconclusive response. I am very disappointed with Bloomin Company. This treatment is leading me to never go to one of your facilities unless something improves.

  Business response

  12/07/2022

  Hi ****,

  We are sorry you are contacting us under such unfortunate circumstances. We understand there are some things that are beyond our customers control and will do our best to assist you.

   

  Can you please confirm the purchaser and recipient name and email used on the $300 gift card and I would be happy to further assist you in looking for your order. 

   

  Sincerely,

  Gift card team

   

  Customer response

  12/08/2022

  See consumer attached email chain for requested information

  Business response

  12/08/2022

  Thank you for providing that information. I am able to confirm our security system flagged your order and has cancelled your purchased. We apologize about the inconvenience but unfortunately, our system will not accept a purchase from the information provided.

   

  We recommend attempting again today with a different card holder name and card number for purchase. If you have any further question or concerns while attempting again, please email us back at *************************************** and I'd be happy to walk you through this purchase. 

   

  Again,we apologize about the inconvenience, look forward to the pleasure of your company in the future. Please email us if you are having further difficulties today.

   

  Sincerely,

  Gift card team

*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. ↩