Complaints

This profile includes complaints for Taco Cabana Corporate Office's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Taco Cabana Corporate Office has 102 locations, listed below.

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• 

  Taco Cabana Corporate Office

  8918 Tesoro Dr Ste 200 San Antonio, TX 78217-6219

• 

  Taco Cabana Corporate Office

  301 E Washington Center Rd Fort Wayne, IN 46825-4406

• 

  Taco Cabana Corporate Office

  3301 Coors Blvd NW Albuquerque, NM 87120

• 

  Taco Cabana Corporate Office

  2627 NW Loop 410 San Antonio, TX 78230-5101

• 

  Taco Cabana Corporate Office

  8105 Fourwinds Dr Windcrest, TX 78239-2458

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:06/29/2023

  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.

  Date of transaction 6-26-03 Taco Cabana ********** Completely empty tacos and missing half the order *I initially contacted the restaurant and I spoke with a "manager", a male employee. He kept hanging up, saying bad reception. Then, I was sent a text from an employee stating my refund would be processed in 48/hours. That didn't happen, so I called the restaurant again. Everyone kept passing the phone, then a male employee hung up on me. Again... So I drove there to speak with someone and the manager wouldn't come to the front. They claimed that sending texts wasn't allowed and they don't know who it was. Well DUH. I told them I have the correspondence and they could very well figure out who had the phone number that was sending me text messages. They refused to help in any way and refused to give me the managers name. I have the video of this encounter, when ********* said it was "illegal" for my daughter to be recording the incident... Which is ridiculous. I have it all recorded.

  Business Response

  Date: 07/07/2023

  6/29- Received Guest complaint for store 339. Called Guest to apologize about the poor customer service received and the negative experience she had during her visit. No voicemail could be left due to phone not accepting messages. This information was shared with the Operations Leadership Team for coaching and training opportunities. Also contacted ******** Service Provider to initiate the refund for Guests order. Partial refund was granted.
  7/5- Called Guest to the same number provided, no option to leave voicemail. Sent email to Guest and left my contact number. Called Guest a 3rd time after hours and spoke to Guest regarding incident.
  7/6- Called ******** Service Provider and initiated full refund for Guest. Guest was emailed by DSP to provide status.
  No additional contact made with Guest. 

  Customer Answer

  Date: 07/08/2023

  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.
  Thank you!!! 
  Regards,
  
  ********************** 

• Initial Complaint

  Date:06/19/2023

  Type:Product 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 6/17/23 I ordered food for delivery. We did not receive half of our food. We tried to contact the driver and the restaurant, but neither would even answer.Since we were out of state we had no car to drive to the location and seek our items or refund our incomplete order.This was from store #***** Order 902 on the store receipt and order #***************** online

  Business Response

  Date: 06/29/2023

  6/19/23- Received complaint through the Better Business Bureau regarding an inaccurate order and telephone issues at one of our stores.
  Guest Relations Manager left a phone message for Guest on 6/19/2023 to apologize for the inaccuracy of his online order and to notify that the order had been refunded on 6/17/23. Guest Relations Manager also responded on his ************ inquiry regarding his order on 6/19/23. Notified the Operations Management Team of the inaccurate order issue for training opportunities. Guest Relations Manager also reported the technical issue with the phone line to the Operations Management Team. No response from Guest. 

  Customer Answer

  Date: 06/29/2023

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:05/18/2023

  Type:Product 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 May 17, 2023 I placed an order through Doordash for Taca Cabana food. I order the beef/chicken fajita meal that comes with meat/rice/beans. I declined the refried beans and chose the black beans instead with no sour cream. When the order arrived it was beef/chicken, refried beans and black beans. No rice and what I specifically told them "no refried beans". I have an allergy to refried beans. Anyway I called the store to ask for a refund and to voice my dissatisfaction and the manager ***** was very pleasant but assured me that she could not issue me a refund but she did offer to replace the order. I asked for the number to corporate which is closed since it is after hours. My order was incorrect adding foods that I have an allergy to, the black beans were cold and so was the meat. I tried to eat the food after warming it a bit but it just didn't taste fresh or palatable at this point. I would like a full refund in the amount of $49.65(meal)+$6.00 (preparation fee)+ $5.00 (delivery tip). I can no longer order food from Taco Cabana especially this location. It appears unsanitary, uncaring, and no one wants to take responsibility. I spoke to ***** the acting manager who offered to make me fresh food but I no longer have a desire to eat there. Extremely Disappointed!!

  Business Response

  Date: 06/15/2023

  Reached out to Guest to apologize for the experience she had with her online order. A full refund was granted to Guest on 5/24. Information regarding customer service, meal preparation and accuracy was sent to the Operation Management Team for training and coaching opportunities. Thank you. 

• Initial Complaint

  Date:05/01/2023

  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 have a gift card that still has a remaining balance. When I call the gift card balance inquiry phone number on the back of the card, it says I still have a remaining balance of $22. When I try to use the card at the physical store, (I have now tried 2 Taco Cabana locations) I am told the balance is $0. I have asked the cashier to enter the gift card # manually, because I KNOW there is still a balance on the gift card, and that I have called the gift card balance inquiry phone # and it confirms I still have a remaining balance on the gift card. I am told "Sorry, it says the gift card is empty" and each time, I have paid $20 out of pocket because I can't use the gift card. I called the Taco Cabana corporate phone #, spoke with a woman who got my gift card #, my complaint, my phone number, my home address and told me she would escalate the issue and likely provide a replacement gift card. I have received no follow up or response, months later. I would appreciate a replacement gift card of the remaining $22, plus at least $20 to refund the extra money I keep spending when I place an order and then am told I have to pay out of pocket because "the gift card is empty" when I KNOW it is not.

  Business Response

  Date: 05/08/2023

  Contact was made with Guest on 5/4 and 5/5. A new gift card has been sent out today on 5/8 to Guest's current mailing address. The Operations Leadership Team was made aware and is following up to review any technical issue and training opportunities at the appropriate store. 

• Initial Complaint

  Date:04/05/2023

  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 a mobile order for a meal at Taco Cabana on I-35 in ********** on March 18th, 2023, at 10:40 p.m, after doing a quick ****** search which noted that this location was open until midnight. I immediately received an email receipt and a notification in the app that my order had been started and $9.19 was immediately withdrawn from my debit card account. I drove 5 minutes to the restaurant and went to the drive-thru window where I notified the lady at the speaker that I had placed an online order and gave her my name. I was told that they did not have my order in their system. I told her I had only placed it 5 minutes prior to arriving, in case their system had a lag before they received orders. Then a male staff member started speaking and said I could not have placed an order because their app did not allow people to place orders past 10:00 p.m. I offered to show him my receipt on my phone, and he responded with, "you can show me whatever you want, but if I don't see it in the system, I ain't making it". I asked him if I should call the police since this appeared to be theft. His reaction was to clutch his pearls and cry out, "if you're calling the police then I have nothing more to say", and promptly continued to have more to say. I drove to the window to see if I could reason with them, but both employees ignored me. I captured a few minutes of video of them cleaning the kitchen. Since they had the ability to fulfill this order but refuse to do so, I considered this theft and contacted the police. When the officer arrived, an incident report was filed but I was told there was nothing they could do since this was a civil matter and not criminal. He noted that this restaurant had a bad reputation in the area.I called Cabana ***** Services on March 21 and April 1. Both times I was told this would be handled, but I have yet to receive a refund. I want my money back and the mobile app disabled until somebody at Taco Cabana corporate knows how to maintain it.

  Business Response

  Date: 04/18/2023

  Attempted to contact Guest. Called two times-no answer (4/11 and 4/17).  I initiated the refund on 4/6/23. The Operations Leadership Team was made aware and is following up with additional training at the appropriate store. 

• Initial Complaint

  Date:04/05/2023

  Type:Product 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.

  03/03/2023, I placed an order via the ** app for pickup. I arrived to pick up my food & was given a bag of food.I left the restaurant & went the 15 miles home.At home, I began to distribute the food, only to realize that I did not get 4 shrimp tacos.I drove back to the restaurant & then was I told that they were out of shrimp..There was no apology or empathy. I asked for a refund. I was told that they would not honor a refund as I had purchased through a 3rd party. I advised that was wrong, I ordered on ** app; not a 3rd party.I was told they had no affiliation with the app and would not refund. I asked if I had been alerted to the shortage, would they have substituted the food; I was told no that my only recourse was to contact the app. How does make sense? Ive driven ******************************************** refund. I called the # listed on the app and it was a dead end. It lead me to VM for catering but no opportunity to speak to anyone concerning customer service.The # listed to call was **********.I have now spent approx 2 hours trying to get $15.00 and still hadnt had dinner! I checked my email and found a receipt with a diff #. After waiting on hold, I poke to a female rep.They were nice and suggested that they were requesting a refund.I was satisfied with that and her help. I now suspect that no refund was requested and my feedback was not taken seriously. Because on 3/24, I checked my account for refund and hadnt received it. I called & spoke to ****, who made a 2nd request.to date, no refund.At this time, I am requesting not just the refund of missing items ($15.16 plus tax)but the entire purchase for this let down of customer service.Also, ** needs to make the refunds for app purchases simpler. IMO. the process is made difficult so that people do not pursue the refund. Ive called twice and still do not have it. I will never use the app again nor dine in.The order number is *****************. I expect a full refund to close out this matter.

  Business Response

  Date: 04/07/2023

  Contact was made with Guest on 4/5.  I apologized to the Guest for the delay of her refund for her order placed on 3/3/23. I initiated the refund. The Operations Leadership Team was made aware and is following up with additional training at the appropriate store.

  Customer Answer

  Date: 04/10/2023

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:02/08/2023

  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 already placed a complaint on the taco cabana website earlier today, it has been a whole day and the restaurant has yet to contact me. I ordered today on 02/07/2023 from the time we received our food to the time we got home took a total of about 10 minutes. We right away sat down to eat and noticed both of our plates were extremely cold. With how cold they were, there was no way on earth they could get that cold in that short amount of time. Everything was cold, the rice, beans, taco, and enchilada. The enchilada was actually the worse if I might add. I essentially wasted $28.39 on a meal.

  Business Response

  Date: 02/14/2023

  2/8/23- Left message for Guest to contact me regarding complaint.
  2/8/23- Spoke to Guest and apologized for inconvenience.Advised Guest would forward information to the Operational Leadership Team for training opportunities. Requested a copy of the receipt.
  2/8/23-Emailed Guest to issue out a refund, credit card information is needed. No response.
  2/10/23- Emailed Guest to contact me to issue out refund. No response as of yet.

• Initial Complaint

  Date:02/06/2023

  Type:Product 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 December 16th I received a Taco Cabana $20.00 gift card (******************* pin:0557) in a gift exchange. Later in December, I went to the Taco Cabana on Tezel and ******* and the employee told me the gift card wasn't working. I went home and called the number on the card and verified that there is $20.00 on the card. In January, I tried another Taco Cabana located at Dezavala and I-10. Again the employee told me the card wasn't working. I asked for her manager and she tried and she said it wasn't working. On January 23, I called Taco Cabana corporate office phone at ************ and spoke to ******. She asked for the card number and looked it up and said there was $20.00 on the card. She said she would talk to her IT department to see if the locations were having any trouble with their systems accepting the gift card. She gave me her personal office phone number ************ and said she would call me back. I called her back on January 31 and left a message and I have not heard back from her.

  Business Response

  Date: 02/08/2023

  1/23-Guest Relations Manager (******) Submitted request to internally test Gift Card,  no issues were identified.
  1/31-Received Voicemail from Guest (***********************) on resolution and Issue sent to Coordinator for contact due to different name.
  2/6-Guest Relations Manager reviewed BBB complaint and called Guest on 2/6 (left message), Sent Email apologizing for the delay.
  2/7-Guest Relations Manager called Guest and left message, no return call.
  2/8-Guest Relations Manager sent text to confirm address to send new card via FED EX. ***** has acknowledged text and confirmed mailing address.
  Thank you!

  Customer Answer

  Date: 02/12/2023

  Complaint: 19337627

  The new gift card I was sent on 2/9, is invalid and has a zero balance. As you can see, I visited two separate locations on 2/12, where store employees refused to honor the gift card as it has a $0 balance. I do not know what game you are playing. Perhaps Taco Cabana is financially struggling and unable to honor gift cards. Whatever the reason, this is absolutely unacceptable and an unethical business practice.  If this matter is not reasonably settled within the next two weeks, I will be forced to file a complaint with the ************************ for gift card fraud. 
  
   
  Regards,
  
  **********************;

  Business Response

  Date: 02/22/2023

  2/14/23- received a complaint from BBB. Reviewed the giftcard sent to Guest per the photo-******************* (has no balance according to the system). Card issued out $25 was ******************* was not found in system. There was an error with the assignment of funds to the card.
  
  2/15/23-Left message for Guest. Sent new card FED EX -******************* for $30 to address: **** *********** ***********, ** 78250

  2/22/23- Emailed Guest to confirm receipt of card ending in 2686

  Customer Answer

  Date: 02/24/2023

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/27/2022

  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.

  Date: December 24, 2022 Price: $20.56 Location: ********************************************** Complaint: I was not happy with the quality of food wasnt as good as usual. I went inside to ask for sauce and it seemed like none of them were fresh.. The first time I have ever been disappointed coming to this location. Not sure I want to go back.

  Business Response

  Date: 12/28/2022

  Contact made with Guest on 12/28/2022. Apologized to Guest for the negative experience with the food. Reassured Guest that his feedback was shared with the Operations Management Team for training opportunities. Guest was issued out a refund and offered a meal replacement at his convenience. No further question from Guest at this time. 

• Initial Complaint

  Date:12/14/2022

  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.

  I was told by ******** that I could not be credited back to my card because they forgot a part of my order. I do not live by a TC, and dont go often and even if I were to make a trip back out, they would need my card and they could only provide me with what I didnt get from my order, not my money back. Order ****** on 12/13/22 at 2:17pm. And ******** was the person who is listed on my receipt as well. I wish to be contacted about TC taking my money but not giving me my full order. The order was $13.61 and I didnt get $2.59 pre tax of product.

  Business Response

  Date: 12/20/2022

  Attempted to contact ***** to apologize about the inconvenience. Guest states she never received drink. Advised Guest that I would initiate the refund for the drink. Guest was called on 12/14 and then emailed on 12/14 and 12/19 . No response with additional information. Information has been sent to the Operations Team to also review and provide additional training (as applicable) on customer service and order accuracy to employees.