Complaints

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:04/21/2025

  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.

  Order was at Columbus Indiana location.April 11th. Hair in food, extreme wait time. Manager was rude to customers and other associates. My order, alfredo, had hair in it. No breadsticks without asking. Food came out cold.. because it was literally sitting on their table ready for at least 20 minutes.

  Business Response

  Date: 04/28/2025

  Our Area Supervisor, ***** **** reached out to the guest the day we received the complaint and refunded his money and sent him gift cards. The guest communicated that his complaint was resolved satisfactorily. 

   

  Thank you.

  **** ******

  Customer Answer

  Date: 04/28/2025

  
  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,
  
  ******* ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:04/11/2025

  Type:Billing 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.

  I ordered over$55 worth of food on your app. Called the store and they said someone picked it up but didn’t know who (stolen?) and now refuse me a refund. ***** was very rude told me it was a **** **** problem. **** **** said they didn’t have my information to give a refund as it was processed on the Fazoli’s app. Called the store again. A gentleman answered refused to identify himself and said Fazoli is not refunding even tho it was on their app. Refused to identify their district manager and said they will not refund me.

  Business Response

  Date: 04/11/2025

  I reached out to the guest today (4/11/25) vis email to gain more information so I can help resolve her issue. Thank you.

  Business Response

  Date: 04/14/2025

  
  

  Hello, 
  

  We have been in touch with this guest and a refund was issued on 4/11.  I tried to post the resolution and a copy of the refund receipt this morning but I cannot post it on your site.  Please let me know how to proceed to post the resolution? The refund is attached. 

  
  

  Thank you.

  **** ******

  Fazoli's Guest Service

  Customer Answer

  Date: 04/14/2025

  
  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,
  
  ***** ********** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/14/2025

  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.

  have been trying for over a week now to contact someone in customer service re: changing of a phone number. Their system claims it's already in use, I contacted them via their page, and have not hear back from ANYONE in over a week...This makes their app completely useless and I am unable to utilize any of the points deals due to not being able to gain access

  Business Response

  Date: 03/04/2025

  We were under the impression issue had been resolved.

  This guest first reached out to us on 2/11 and our Guest Service Representative responded that day asking for the phone number in question. The following day (2/12)  she let him know that she had reached out to her team regarding this and would get back to him as soon as she heard back. She received approval from Punchh Support to remove the phone number from a different account that has not had recent activity to free it up for this guest. She responded to the guest once more today (2/14) to let him know he should be able to go ahead and log in. While he did not respond back, she could see on our side when going into Punchh that he was able to get logged into his account using the phone number in question. He has sent more complaints via our emails and PissedConsumer regarding this. We do have the email chains between him and Fazoli's rep, if that would be helpful. Just let me know if I we need to continue to contact him.  
  We are happy to reach out to him again, but when our call wasn't returned and he had been able to log in to his account using the phone number, we thought the issue was resolved satisfactorily. 

  Customer Answer

  Date: 03/04/2025

  
  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,
  
  ****** ********** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/06/2024

  Type:Product 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.

  On Thursday, August 29th, I visited the Fazoli's restaurant in Avon, IN, store 77 and as I was pulling out of the parking lot hit a huge chuck hold on their property and avoided a line of holes that riddle the entire entrance and exit from the restaurant. I promptly called the store immediately at 7:43 PM and spoke to the store manager, **** as he won't tell him his full name. I explained what happened and that I got the flat tire on their property. *** informed me he would have to call his manager, ***** ***** and that ***** would call me back in 24 hours; that never happened. I called back today, September 5 at 5:05 PM and spoke to *** again and I was told that ***** had in fact called me the 'other' day and left a message, which was a lie, and *** said he would have him call me again today, September 5th, and stil nothing. I had to pay $428.77 to have my tire replaced as well as an alignment due to the significant hole in the parking lot. I could not avoid the chuckhole as you will clearly see in photos was unavoidable to miss other cars coming into the restaurant. *** was very condescending and rude to me on the phone today and said, "Have a good one." Like, who says that when a customer has a valid complaint. I had to pay for my car the next day because I must have a vehicle to drive. It's not even pothole season in Indiana. I have never had a business try and avoid someone with a valid complaint/concern at the lengths they have and I have literally never opened any case on any business before. I just want reimbursed for my tire repair since it was on private property. I am upset and will never patronize Fazoli's again due to the lack of respect, expediency, and compassion I have experienced. I was on the side of the road, scared, afraid after having traveled 850 miles to bring my dad home from another state. *** should be ashamed of how he treated me. I have pictures and videos of the hole that I obtained the very next day on Aug 30th at approximately 2:49PM

  Business Response

  Date: 09/10/2024

  Our Area Supervisor , ***** **** who supervises the Avon Fazoli's location has reached out to the *** ***** and has agreed to reimburse her for the tire expense and send her some gift cards for her inconvenience.  Mr. **** did request a receipt for the tire work which the *** ***** has provided, so Fazoli's Accounting Department can process the reimbursement check. 

  Mr. **** will send the gift cards directly to *** ***** which the guest should receive within 10 days.  The reimbursement check will be processed through Fazoli's corporate office in Lexington and the guest should receive the check within 14-21 days. 

  It is Mr. ****'s understanding that *** ***** seemed satisfied with the resolution. 

   

  Thank you.

  **** ******

  Guest Services

   

• Initial Complaint

  Date:07/03/2024

  Type:Product 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.

  When I arrived to pick up my order in Fazoli's drive thru they kept saying my food was stolen and implying that I had something to do with that. I have never stolen anything in my life. Anyone else would have apologized and remade my order. They refused, only giving me an email stating to refund my money. I noticed in the Fazoli refund email it doesn't say that my food was stolen. Normally refunds are put thru the cash register and I am given a refund receipt. Since they didn't give me my food, I drove down the street and bought food from ** ******* ******* ****** see attached. Attached are receipts with dates and time stamps for both restaurants. Fazoli's should refund me for the ** ******** ******* ***** as well, since they refused to give me the food that I had ordered from them. I spent over $75 at two restaurants b/c Fazoli's refused to give me food or a refund. Still have not received my refund. Attach is my proof.

  Business Response

  Date: 07/18/2024

  Refund for original order placed at Fazolis has been refunded. We will not be refunding the meal placed at another establishment.

• Initial Complaint

  Date:02/27/2024

  Type:Product 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 placed an online order for a super family meal plus sides for $38.67 on feb 25 (order ******************, it got delivered about an hour later. Upon delivery the bagged that contained the food was tied and stickered showing that the delivery driver did not tamper with the food. I opened the bag and it was lasagna and another red pasta. My autistic son does not eat red sauce pasta, which is why I only ordered the Alfredo. When I called to let the restaurant know and even offered to send pictures the very rude lady I poke with on the phone stated “if you weren’t too lazy to come get your own food you could’ve made sure you got what you wanted while you was here” when I tried to explain that I used delivery because we have Covid and the flu and I didn’t want to expose anyone to the illness, she stated “not my problem” and hung up on me.

  Business Response

  Date: 03/01/2024

  All, 

  This matter regarding complaint ******** which we have resolved as requested. We called the guest at the number listed and the person who answered said there was no one there by that name.   Although we could not reach the guest, we did issue a refund which has been completed. The refund was issued today.  I have a uploaded a copy of the refund transaction.  

  Thank you and please reach out to me if you have any questions. 

  **** ******

  Fazoli's Guest Service

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

   

• Initial Complaint

  Date:10/16/2023

  Type:Billing 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.

  I ordered food from Fazoli's (Panama City Beach, FL) online for my husbands birthday. Food was picked up and paid for on September 2, 2023. The first card that was used to purchase food was "declined". So another card was used and was charged. On September 4, 2023 I checked the balance of my card that was "declined". The $486.13 that was "declined" was actually charged to my card. I immediately called Fazoli's in PCB, FL and talked to ******. She called the corporate office and said they see that the card was charged and they were working on getting my money refunded. After a few days I noticed my card was not refunded. I called ****** back. She finally sent me an email showing the amount "refunded" (See attached, page 1) The approval code 407204 which was supposed to be the refund code is not a refund code; its the authorization code when my credit card was charged (See page 2 of attachment). I have contacted my credit card to dispute the charge. They are supposed to be working on it. The owner of the Fazoli's (**** in PCB, FL is supposed to be helping as well. I've contacted everyone I know who can help resolve this issue but I'm not getting anywhere. Fazoli's has unlawfully taken my money and will not refund it. Please help me get my money back.

  Business Response

  Date: 10/19/2023

  We had a customer who placed a catering order with us, when they came to pick it up they used a gift card to pay for an amount of $486 or something but it didn't go, so She used credit card to pay for the order and it went through fine.  They realize the gift card and credit card both got charged.  They brought it to our attention and we called helpdesk, Helpdesk told store manager that they refunded the money but customer stating they didn't received money on their gift card, Helpdesk gave us screenshot of where it shows approval code for refund, but when customer called gift card processor they told him, it's an approval code for initial charge not the refund one. 
  
  I am attaching screenshot of what helpdesk provided to us when we asked for refund.

  We are working from our side to correct the issue, I see that they withdrawal money from our account for customer's refund. We are trying to find out from processor where did the money went.  

  *** ****

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

  Customer Answer

  Date: 10/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  If they did refund the money, shouldn't the approval code be different than the Authorization code?

  And what date did they do the refund? There's not a date on the "refund". 

  I was told by ******, the manager at the Fazoli's location in PCB, they couldn't refund my money right away because there was a glitch in their system they were trying to fix before they refunded my money. My refund could have something to do with this glitch.
  
  Sincerely,
  
  ****** *************

  Business Response

  Date: 11/01/2023

  To Whom It May Concern, 

  This issue has been resolved and the guest has received her refund.  The Franchise Owner, *** *** **** has spoken to the guest to make sure the refund was received and the guest confirmed receipt of the refund. 

  We consider this case closed. 

   

  Thank you.

  **** ****** 

  Guest Services

   

   

   

• Initial Complaint

  Date:09/27/2023

  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.

  Black mold on ceiling of women's restroom. Fazoli's on **** ** *** ***** ** ******

  Business Response

  Date: 10/10/2023

  Dear Complaintant, 

  Thank you for bringing this matter to our attention.   I notified our VP of Operations, *** ****** who has been working with the restaurant directly to resolve the issue.  Mainenance at this facility is underway and the issue will be resolved no later than 10/20/23. 

  Sincerely, 

  **** ******

  Sr. Manager, Guest Service