Complaints

This profile includes complaints for The Habit Burger Grill's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Habit Burger Grill has 9 locations, listed below.

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  The Habit Burger Grill

  17320 Red Hill Ave Ste 140 Irvine, CA 92614-5695

• 

  The Habit Burger Grill

  1020 E Cypress Ave Redding, CA 96002-1114

• 

  The Habit Burger Grill

  2050 Skibo Rd Fayetteville, NC 28314

• 

  The Habit Burger Grill

  7221 Van Nuys Blvd. STE. B2 Van Nuys, CA 91405

• 

  The Habit Burger Grill

  8619 Firestone Blvd. Downey, CA 90241

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:07/28/2025

  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.

  I was given the incorrect order 3 ********* had to return to the store each time to try to get it corrected. I called the phone # provided & it was just a call center and I spoke with ****** who said he could not help me. I MUST RETURN TO THE STORE. I asked if there was a supervisor I could speak to, & he said he could transfer me to the customer service line but it was closed & all I could do was leave a message. So I went back to the store as I ordered to 2 BBQ bacon burgers & received just basic burgers. I spoke to *******, the General Manager, who seemed annoyed by my visit but he went back & asked them to remake my order. Shortly after another man came up to me with a bag that had one burger in it. I said I should get two & he again gave me an attitude and just stared at me. Then ******* said yes, she is to get another burger and onion rings (which were to replace the ones I originally ordered that could not be eaten as I spent my time on the phone w/ ****** & driving back to the store). I finally get my ******** go home-******* supervised the remaking of the order so I figured it was in order. I get home to see that one of my BBQ bacon burgers has NO actual beef ***** on it. It is just a bun, lettuce, ************** Now I go back to the the store for the 3rd time. The ** ********* response was, "wow that's crazy" when I showed him my burger that did not have any burger ***** on it! He did not apologize, offer to make it right just kind of walked away from. He was not concerned, helpful or respectful. He was more interested in texting than helping. He told me he could not provide a refund only corporate could. So he unwillingly took my name, phone number, last for digits of the credit card used and promised he would pass the information along to corporate and they would call me the next day which would have been Monday, July 20. No one has called, I completed their required form 2x and no response. I want my money back since I never received part of my order.

  Business Response

  Date: 07/29/2025

  Dear *********,
  
  Thank you for reaching out to us. I am so sorry for the inconvenience this has caused. Your order was refunded on 7/22 and should take no more than 7 business days to process.
  
  In an effort to make this a bit better, we will send you complimentary Char Tickets (the monetary value can be applied toward anything on the menu).
  
  If you would please use this link to confirm your information, we will send your Char Tickets via email. ******************************************************************************************************************
  
  Please let me know if there is anything I can assist you with. We appreciate your business and hope that we see you again soon.
  
  Best Regards,
  *****
  Habit Burger & Grill Guest Experience Team

  Customer Answer

  Date: 07/29/2025

  
  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. Please note, it would have been appreciated and this could have been avoided, if Habit Burger had called or responded to my emails directly regarding the refund. 
  
  Regards,
  
  ********* ******
  
   
  

• Initial Complaint

  Date:07/10/2025

  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.

  I need to file a complaint against the location on ****** in ****** **********. The place has very dirty tables and provides you cold food. You speak up kindly asking for a clean table or warm food they get upset. due to the behavior and ugly statements I asked for a refund and gave them the food. I have not received a refund. I as well have asked for calls from the district manager and never received one.

  Business Response

  Date: 07/13/2025

  Thank you for contacting Habit Burger & Grill. We apologize for the inconvenience this may have caused.
  
  We would like to process the refund as soon as possible. May you please provide us with the order total, and the last four of the card used on Thursday 07/10/25?
  
  Due to the inconvenience and as the District Manager requested, we would like to send you six Char Tickets (the monetary value can be applied toward anything on the menu). Please click this link to access your Chartickets:

  ***************************************************************************************************
  
  Thank you for your patience and hope to hear back from you soon.

  Sincerely,
  Your Habit Burger & Grill Customer Care Team

  Customer Answer

  Date: 07/14/2025

  
  Better Business Bureau
  
  ******** *******
  
   
  

• Initial Complaint

  Date:06/23/2025

  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.

  On 6/10/2025 I ordered food at Habit abirger through the drive through, they mentioned my total but when I got to the window it was more they said there's a "service charge". They didnt wanna give me a receipt either because "it wasnt printing" but eventually they caved and printed it out for me and when I got home the receipt said that the service charge was a tip not an extra charge. So the employees are tipping themselves and avoiding giving receipts even when asked. Listen, Im all for tipping people that deserve it and I always tip at least 20% but this isn't right, it's not right that employees tip themselves because they feel they deserve it. I work hard for my money like any other person and scamming people out of their hard earned money is plain wrong. I tried contacting them but its impossible to try to get ahold of anyone and the employees there "don't know anything" the location is ********, ** and I hope they stop stealing from people

  Business Response

  Date: 06/24/2025

  Dear Eve,

  Thank you for reaching out. I am sorry to hear about your recent experience at the ******** location.

  At Habit Burger & Grill we provide our guests with the option to leave a tip for our hardworking team members, however it is not required or automatically included. I will follow up with the District Manager regarding your experience. 
  
  In the meantime, I have initiated the process to refund the unauthorized tip. Please allow 3-5 business days for the refund to reflect on your account.

  Thank you.

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 got an online gift card in March from my cousins in ******** for $25. I went to the Habit in ********** on ************ and got $19 worth of food. A few weeks later I went back to spend the balance of $6.21 and the girl insisted that my card had been used and there wasn't any money left on it in spite of my receipt! I was so mad I went home and wrote a complaint to their corporate office. I got an email from ****** ***** apologizing and stating that she looked up my gift card and the balance was $6.21 and she had no idea why the store had an issue with it. She told me to try again and as an apology she sent me an email for a free charburger. I had a feeling they were still going to argue with me so I went to the Habit in Winnetka on ********************. Sure enough the girl said the card had zero balance. I showed her the email from ****** ***** and all she did was look for a barcode. There wasn't one on either email so she said she couldn't do anything. I asked her a few times to get the manager and she finally walked to the back door. I could see why she didn't want to get her. The nastiest woman I've seen in a long time came lumbering out slowly looking everywhere except my direction. I was talking to her and she refused to acknowledge me! She also REFUSED TO LOOK AT THE EMAILS I TRIED TO SHOW HER ON MY PHONE!!! I kept telling her what they said and finally she said "Your problem is not with me. It's with corporate so fix it with them!!! She never once looked at me!!! Who on earth would hire such a **** person to manage their store?? In the meantime I want the $6.21 that they stole from me! I don't know if this chain has a habit of stealing leftover money off of gift cards or if the Northridge store did this to help themselves to my leftover balance!!! I hope I NEVER have to return to either of these places and I am telling everyone how I was treated and warning against gift cards from them. I WANT A CHECK FOR THE MONEY I AM OWED - $6.21!

• Initial Complaint

  Date:06/18/2025

  Type:Customer Service 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.

  We picked up food on the way to airport, the meat ***** was not extra well done as requested, since we were driving to airport unable to return to the store. I called the store many times, the phone system only allows you to place order, they cannot transfer to store.I tried the customer service number at head quarter, surprised a human picked up the phone, except she is arrogant and not helpful, you did not report it the same dayyou did not report it online she put the blame on customer, she is willing to provide a ticket for a burger she does not care if the ticket does not cover the cost of the burger was ordered. This is an unacceptable experience and unacceptable customer service. And she would not give me her name. When I asked her. She would not be a customer service representative if she does not like to handle problems and not willing to represent Habit with a good image. She does not care at all. Not qualified to be a customer relations representative.I like to request ************ #****, chk 375, May28,2025 Total ***** to my credit card. I do not ever want to speak to this rude person.

  Business Response

  Date: 06/18/2025

  Dear ****, 

  
  Thank you for reaching out to Habit Burger & Grill! It is our goal to deliver quality food, prepared exactly as ordered with excellent service to every guest. We apologize for disappointing you.

  
  We apologize for the inconvenience this may have caused you. Unfortunately, we will not be able to assist with processing a refund for this order. We are happy to assist by providing one Char Ticket for the inconvenience for the issue you had with your burger. Please let us know if you would like to provide the char ticket to the email we have on file for you (******************************)?

  
  Thank you again for taking the time to give us your feedback.

  
  
  Respectfully,
  
  The Habit Burger Grill Customer Care Team

• Initial Complaint

  Date:06/07/2025

  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.

  Im beyond annoyed and honestly disgusted by the entire experience. Not only is The Habits system completely inconvenient, but there is no way to reach a human being when something goes wrong. No customer service line, no one at the restaurant available to help, nothing. Taking my money was easy, but after that? No support. No accountability. Just radio silence.Heres what happened: I placed an order and was given an estimated delivery time. Once the driver picked up the food, he did nothing for over 30 minutes. I could see on the tracker that he wasnt moving, wasnt getting closer to my home, just sitting with my food. This was a burger and fries, something that absolutely cant just sit in a car that long without turning disgusting. I have no idea what he did with my food during that time, and frankly, it made me extremely uncomfortable.Worse? There was no way to cancel the order and absolutely no one to talk to. I called DoorDash, and they told me I had to wait until I received the cold, possibly tampered-with order before they could even process a refund, and then the refund had to go through The Habit, not directly to me. That is ridiculous. Why is there no process in place for immediate intervention? Whats weird is right after I went back to the app and my order dows not show in the recently placed order anywhere at all. Like what? So I dont know the order number, theres no customer service.And sure enough, when I got the food, it was cold, part of it was missing, and the tamper-proof seal was already broken. That was the final straw.I want a full refund immediately. I will never eat at The Habit again or spend another dollar with them. This experience was unacceptable on every level. They need to seriously reevaluate their system, starting with adding a direct customer service line and a process for handling issues like this before it gets to this point. Right now, it feels like theyre just taking peoples money and playing in their faces.

  Business Response

  Date: 06/07/2025

  Dear ******,
  
  Thank you for reaching out to us. I am so sorry for the inconvenience this has caused. I have initiated the process to refund your order. Please allow 5-7 business days for funds to show into your account.
  
  Please let me know if there is anything I can assist you with. We appreciate your business and hope that we see you again soon.
  
  Best Regards,
  *****
  Habit Burger & Grill Guest Experience Team

• Initial Complaint

  Date:05/28/2025

  Type:Sales and Advertising 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.

  The Habit markets itself as a "fresh" and "feel-good" alternative to the big fast food chains you can find on every corner. However, I recently learned this brand is backed by non-existent customer service that would rather stonewall you than resolve a simple issue.Last week I received a coupon on the Habit mobile app for a free sandwich with a minimum purchase. I planned a trip, and an order, specifically to redeem this offer. I attempted to pre-load my order, and add the coupon, but unfortunately the app would automatically remove everything if the order wasn't completed. Lo an behold, when I eventually did place the order, I realized that I had not re-added the coupon and was charged for the sandwich. I realized this immediately, but there was no option to cancel and replace the order.The manager in the store couldn't provide a refund and directed me to contact customer service. I went through the effort of completing their web form and received a response from ***** on the Guest Experience Team. Her message to me? "The good news isweve got more great deals coming your way! " and "For future promotions, be sure to double-check that the offer is applied to your order before completing checkout." I found her response to be extremely patronizing. I replied with her to see if there were any other options and never heard back. There are literally a dozen different ways that The Habit could have helped resolve this situation and demonstrate their "feel good" values. I have no doubt that their bigger, corporate competitors would have handled this differently with much less effort and follow up required. In the end, the Habit has shown its true colors and lost a customer.

  Business Response

  Date: 06/02/2025

  Dear ***,
  
  Thank you for reaching out to us.  I have initiated the process to refund your chicken club. Please allow 5-7 business days for funds to show into your account.
  
  Please let me know if there is anything I can assist you with. We appreciate your business and hope that we see you again soon.

• Initial Complaint

  Date:05/20/2025

  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.

  You send me deals that I cannot use this is the 4th time, now I'm mad. I put the sandwich in the cart says its free on your email but then when I check it there is no discount. Why do you even bother its called a lie

  Business Response

  Date: 05/28/2025

  Hi ********,

  Thank you for contacting Habit Burger & Grill! 

  You must make sure that the offer is applied to your order prior to adding the item in your cart. Make sure that you are logged in online or on the app, then visit the my offers tab, apply the offer and add the item to your cart. The email is simply letting you know about the offer, it will not apply automatically. I have added another ***************** offer to your account. Please let me know if you have questions redeeming it.

  Thank you!

  Customer Answer

  Date: 06/03/2025

  SHE CLOSED MY CLAIM WITHIN 4 DAYS I HAVEN'T EVEN RECEIVED AN ANSWER TO THE COMPLAINT FROM THE COMPANY AS FAR AS I CAN SEE IN MY EMAILS EXCEPT FOR TODAY, SEEMS LIKE YOUR  EMPLOYEES ARE NO LONGER DOING THEIR JOB, WHAT SHAME.  THIS IS NOT THE ONLY TIME THAT I HAVE HAD THIS HAPPEN, BY THE WAY THERE IS NO FREE CHICKEN CLUB IN MY ACCOUNT AS INDICATED, AND THERE IS ALSO NO CONTACT IN FOR ME TO GET A HOLD OF ANY ONE THAT SENT ME THAT MESSAGE.  HORRIBLE CUSTOMER SERVICE ON BOTH ENDS.

  Business Response

  Date: 06/03/2025

  Dear ********, 

  Your were adding the grilled chicken sandwich as both items in your cart not our chicken club. The offer was only valid for chicken clubs. If you select another menu item the offer will not work. 

  Thank you. 

• Initial Complaint

  Date:05/10/2025

  Type:Order 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.

  Today 5/9/2025 I went to store number 0021 located in ******** CA at ************************************* I ordered my food which came out to $20.85 including tax, I paid with ************4682 and my order number was 38. The time of my order was 3:29PM and about 10 minutes later around 3:39PM I overheard ************** shirt employee say to the cooks while laughing "I dare you to spit in one of the patties, please do!". I was afraid to eat them so I ended up throwing them away. I would like a full refund and I would also like for ***** to be terminated.

  Business Response

  Date: 05/10/2025

  Dear *****,         
  
  Thank you for reaching out to us. I am very sorry for the discomfort this surely must have caused you. We were alarmed to hear about your experience and have followed up with our restaurants management team at the ******** #** location. Our District Manager will address your feedback with the team to ensure that all of our employees are following our Food & Safety Guidelines. 
                                                                                                                                                                                                                                                                                      
  I have initiated the process to refund your order. Please allow 5-7 business days for funds to show into your account. We would like to invite you back to Habit Burger Grill to enjoy a meal that meets both yours and our expectations by sending you complimentary Char Tickets (the monetary value can be applied toward anything on the menu).
  
  If you would please use this link to confirm your information, we will send your Char Tickets via email. ******************************************************************************************************************
  
  Again, we apologize for this experience and we hope you will return with an assurance that we have followed up on your feedback.  (I have also sent this email from our Habit email)
  
  Best Regards, 
  ******
  Habit Burger & Grill Customer Care Team

  Customer Answer

  Date: 05/10/2025

  
  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:04/24/2025

  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.

  Went for late dinner, paid for meal, store was freezing, colder inside than the 59 degrees outside, could not use metal chairs because of how cold they were. Requested ac be brought up or to eat outside with the heaters on. Employee who later identified as manager, was rude to my elderly mother when she addressed the cold, refused to adjust ac and claimed not to know how to turn heaters on. We requested a refund to leave and refused stating they cannot refund. She finally got her ** ******* ******* on the phone who insisted they could not refund until tomorrow and complained about having to deal with issue as was not on the clock. Food was never delivered.

  Business Response

  Date: 04/29/2025

  Dear ******,
  
  Thank you for reaching out to us. I am so sorry for the inconvenience this has caused. I have initiated the process to refund your order. Please allow 5-7 business days for funds to show into your account.
  
  In an effort to make this a bit better, we will send you complimentary Char Tickets (the monetary value can be applied toward anything on the menu).
  
  If you would please use this link to confirm your information, we will send your Char Tickets via email. ******************************************************************************************************************
  
  Please let me know if there is anything I can assist you with. We appreciate your business and hope that we see you again soon.
  
  Best Regards,
  Anitza
  Habit Burger & Grill Customer Care Team

  Customer Answer

  Date: 04/30/2025

  I had gotten a voicemail from the dm the next day, Thursday, stating she was starting the refund (when I paid with my debit card and it is a cash transaction because, again, its a debit card). Clearly she had not started anything as I sent you a follow up today and got an emailed response stating that you were starting the refund process, it would take 7 business days. Thats unheard of!  You just had to reverse the transaction. All that said, I urge you to watch the stores security footage so you can gain an understanding of what transpired. At one point, all the employees were out of sight in the back (even the cooks) and additional customers had arrived. The only thing Ive asked for is the return of my funds. We were NEVER served.