Restaurants
Rubio's Restaurants IncThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 16 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/03/2025
Type:Customer Service IssuesStatus: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 didnt receive my order ***************** i called the driver and the store no answer im askimg for a full refundBusiness Response
Date: 02/04/2025
This is a duplicate to Complaint ID: ********. Same guest and same order. Please close this one. We are working off the first one with the guest.Initial Complaint
Date:02/02/2025
Type:Product IssuesStatus: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.
Didnt receive my order contacted the driver no response contacted rubios no answer contacted doordash was told to contact the driver being sent back n forth with no andwer or resolution all i want is my refund at this point this my order number *****************Business Response
Date: 02/06/2025
District Manager (*****) reached out to the guest via email provided apologized and refunded the recent order.Customer Answer
Date: 02/06/2025
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:01/08/2025
Type:Product IssuesStatus: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.
Purchase ******* $40 gift card with promotion they listed giving $10 bonus cards on 11/29/2024. The purchase $40 gift card was used and available. The $10 bonus cards were split into 2 $5 cards with a date of validity from 1/2/25 to 2/28/25 that could not be redeemed any earlier. On 1/6/25 attempted to use the gift card was unsuccessful and reached out to ******* customer service for resolution. No response for 2 days so reached another ******* customer service email on 1/7/25 for resolution and received response from ***** ********** on 1/8/25 indicating "We had a system outage yesterday that effected our gift cards/bonus cards. It has all been resolved"Attempted to use the card and still unusable and replied back. ***** indicated card was issued on 11/06/2024 and expired on 01/05/2025 which does NOT match per screen shots attached for purchase date.***** advised to use a $5 awards card for inconvenience. This response is unacceptable as it is a scam to promise one thing and not deliver on said promise.Business Response
Date: 01/09/2025
Our Marketing Manager reached out to guest apologizing for the frustration and stating we had a miscommunication with our teams. Here what was said to guest: "Hello *****,********* here from the ******* marketing team.I would like to first greatly apologize for the frustration here as you are absolutely valid. Please note that my communication to our guest services team was not as clear as they should have been regarding this promotion.Our holiday gift card promotion consisted of a $5 bonus card being issued to anyone who purchased a $25 gift card between the dates of 11/6/24 - 1/5/25. Those $5 bonus cards were then valid to be redeemed between 1/2/25 - 2/28/25.During this promotion, if a gust purchased a physical gift card in-restaurant they received a $5 bonus card in the form of a single-use coupon code worth $5. Guests who ordered a gift card through the website received a $5 bonus card in the form of a pre-loaded $5 gift card.I seem to be having an issue with our gift card vendor on these digital $5 bonus cards. Please know that I am working with the vendor currently to get this resolved ******* the meantime, I would love to give you 2 additional $5 bonus cards for your troubles. These are the physical $5 bonus cards that are in the form of a coupon code. You could either provide these codes to the cashier in-restaurant or they can be redeemed online or through our app.Once I have the resolution for these digital codes, I will personally send you an email letting you ********* are the coupon codes for the two additional $5 bonus cards that expire 2/28: *EXXXD9825 *EX8EXG1C8 Again, I greatly apologize for the inconvenience and am hoping to have this resolved in the next business day or two.Sincerely,********* *.PRODUCT MARKETING MANAGER"Customer Answer
Date: 01/14/2025
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.It is interesting that some businesses would rather take the chance for customers to complain to ******************** and get a black eye logged than being proactive and get ahead of their mistakes. If they knew there was a problem with the vendor that processed their gift cards that customers purchased, get ahead of it and alert those customers and either offer a refund or make the gift cards work. Don't simply stay silent in hopes that the customer won't realize and complain about it!!
What made the situation worse was their deflection of their mistakes initially until emailed Rubios management and that I would follow with a BBB complaint filed against their company.
It's not rocket science to treat loyal customers right. Never again will I give this business my dollars. I will even spread the words to anyone I know to avoid it.
Regards,
***** ***
Initial Complaint
Date:01/01/2025
Type:Customer Service IssuesStatus: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 didnt get my order ***************** i placed from rubios ************************************************************************ i called and phone kept ringing im asking for a refundBusiness Response
Date: 01/07/2025
District Manager (*****) called guest and left voicemail for guest resolution. Waiting to hear back from guest.Customer Answer
Date: 01/09/2025
no one has contacted me or left any voicemailBusiness Response
Date: 01/13/2025
Hi,
Our District Manager for that restaurant, *****, left a voicemail on 1/7 at 1:42pm. She left another voicemail this morning, 1/13, at 10:45am MST. The ** also sent an email to the guest this morning. We have not had any response yet.
Thank you,
******* Guest Services
Initial Complaint
Date:09/23/2024
Type:Delivery IssuesStatus: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 took my Mom to Rubios restaurant. We ordered to go. The guy behind the counter was talking to the cook. My Mom lives close to the restaurant. Our food was completely cold. This is unacceptable.Business Response
Date: 09/25/2024
District Manger apologized and gifted guest a $25 Off Reward on September 17th. ************** called guest on September 25th apologized again, let guest know there will be follow up training with the location, and let the guest know of the $25 Off Reward in their ******* Reward account.Initial Complaint
Date:08/10/2024
Type:Delivery IssuesStatus: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 ordered from the rubios location on *********************************************************** my food was not delivered to me and I specifically put all my information on where my apt was located i tried calling no answer im requesting to be refunded to my debit cardBusiness Response
Date: 08/15/2024
District Manager reached out and apologized to guest. Order has been refunded.Initial Complaint
Date:07/31/2024
Type:Delivery IssuesStatus: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.
Subject: Complaint About Incorrect Order and Poor Food Quality I am writing to express my disappointment with a recent order I placed at your *********************** - #************************************************************************************************************ on July, 31st 2024. Unfortunately, my experience did not meet the standards I have come to expect from Rubios.Firstly, my order was incorrect. I ordered a salad and a burrito, and both items had significant issues. The salad had barely any meat, and the little that was there was extremely dry and unappetizing. Additionally, the burrito was filled mostly with rice, lacking the proper balance of ingredients that should be included.I have always enjoyed dining at Rubios, but this experience was far from satisfactory. The quality and accuracy of my order were well below what I would expect.I hope that you will take this feedback seriously and take steps to ensure better quality control in the future. I would appreciate it if you could address this issue and consider some form of compensation for the inconvenience.Thank you for your attention to this matter.Sincerely,***********************Business Response
Date: 08/05/2024
Guest has been contacted and refund has been completed to the guest. Thank you.Initial Complaint
Date:07/02/2024
Type:Delivery IssuesStatus: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 didnt receive my order from rubios placed from 2320 e baseline rd suite 192 phoenix az ***** im requesting a refund my order confirmation is *****************Business Response
Date: 07/03/2024
We have followed up with the guest via email. We have refunded the guest on the recent order. (Order #*****************). It will take 3-5 business days depending the guest banking information.Customer Answer
Date: 07/03/2024
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:06/15/2024
Type:Delivery IssuesStatus: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 06/15/24 I ordered a loaded nachos with cheese to go at ****************** Rubios mid day, and was given nachos with missing items. When I pointed this out to the manager who took my order, ********/******* they argued with me that I ordered it that way when my receipt says I ordered your nachos with cheese. Your nachos come with guac, sour cream, ************** I had no substitutions. Instead of apologizing & remaking it your manager argued with me and then reluctantly gave me a separate side of guac and sour cream I had to add to the nachos myself. This is no way to conduct a business when you are at fault for making my order wrong. I want a refund for $22.24.Business Response
Date: 06/19/2024
District Manager has reached out to the guest and apologized. District Manager sent the guest 2 Free Entrees cards. This issue has been resolved.Initial Complaint
Date:03/13/2024
Type:Service or Repair IssuesStatus: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 bought a gift in the Rubbios in tourc2675 Gateway rd store, and it has no money on it. The Manager did not put any money on and there should be $25 on the card, I went back to the store and the Manager was very rude and did not want to help me at all. Manager name is *********************, I need a valid gift card to use at Rubios and do not want to deal with rude Managers anymore Can you help. My email is ************************ My phone is ************ Please respond and help me.Thank you,*******************Business Response
Date: 03/14/2024
***** Services reached out to guest via email (3/14 at 8:50am) asking more questions about the gift card to help solve the issue and get the guest compensation for the issue.
Rubio's Restaurants Inc is NOT a BBB Accredited Business.
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