Complaints

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

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  ChowNow

  3585 Hayden Ave Culver City, CA 90232-2412

• 

  ChowNow

  12181 Bluff Creek Dr #200W Los Angeles, CA 90094-3232

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:06/03/2025

  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.

  Today, on 5/30/2025, I placed a food order from **************** in *******, ********. The driver took to long to deliver my order, so I took a short nap. When I woke up, I checked outside and confirmed that the food was not deliveredthere was no package at my door or anywhere near the drop-off location.Despite this, the restaurant insisted that the food had been delivered. I contacted ******** support to resolve the issue. Unfortunately, the first ******** service agent ended the chat abruptly without giving me a chance to fully respond.Irritated, I opened a new support chat and told the second ****** Davie, to review the previous chat history so I wouldnt have to repeat myself. Rather than doing that, they ignored my request and ended the chat due to what they described as inappropriate language, when I clearly had understandable frustration. It was more of excuse to avoid helping me and use the little bit of power he had To date, I have received no refund, no redelivery, and no reasonable ******** service resolution for the missing order.

  Business Response

  Date: 06/11/2025

  Hi ****** and thank you for reaching out regarding this unfortunate delivery experience. This is definitely not the standard we hold ourselves or our delivery partners to and will be following up with our team and delivery partners directly to address the issues you experienced. Regarding the refund, it was process on 6/3/25, but orders that have cleared the account may need 3-5 business days to see those funds return due to bank processing times that may vary. Thank you and please let us know if you have any questions about the refund process at ********************************** or by texting ************.
  

• Initial Complaint

  Date:05/08/2025

  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 may 4,ordered through chow now for a food order totaling ****** the driver had picked up the order 45 minutes prior to arrival less than 2 miles from restaurant when the food finally arrived over 50 minutes late the food was ice cold and all over the bag I have contacted chownow and only resolution they offered was a ***** chow now credit not acceptable they ripped me off the order was promised by a certain time and arrived very late I requested a refund and got the runaround for ***** they said there partner declined the refund I requested to speak to a supervisor and was told to f*** off these people ripped me off and I want it resolved

  Business Response

  Date: 05/20/2025

  Hi ****. We are sorry to hear about the issue with your delivery order. ChowNow is an online ordering service and order proceeds go directly to our restaurant and delivery partners. When handling refund requests, our Support Team is only able to process a refund with approval from the restaurant or delivery partner. Unfortunately, our team was unable to receive authorization to process a refund for your order. We suggest reaching out to the restaurant directly as they are able to process a refund. If you have any additional questions, you may contact our Support Team at ********************************** or ************.
  

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23302902
  
  I am rejecting this response because:the business response is a total lie as the payment went to chow now for the order I have been in touch with the restaurant and the owner told me the refund would be chow nows responsibility not the restaurant the business chow now is committing fraud and they know it they are passing the blame on the restaurant when in reality it falls solely on chow now 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/29/2025

  Hello ******,

  To provide more information, we offer delivery for our restaurant partners by partnering with third party services which is why you were able to order delivery with this restaurant. Deliveries rely heavily on how many drivers are available in your area at the time of the order so orders placed on the weekend may take the entire quoted delivery time as weekends are the busiest days for our restaurants and delivery partners. Since this was delivered within the delivery window that our delivery partner provided, we were not able to refund this order and applied credits instead. If you have any other questions with this order, please reach out to our support team at ********************************** or ************. 

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23302902
  
  I am rejecting this response because:I told them I wasn't accepting ***** in credits for a ****** order there service is a scam company and ripping customers off I spoke with the restaurant and was told by the owner that chownow pulls this stuff all the time they have the driver puck up numerous orders for numerous customers from several restaurant then blame the restaurant when the quality is subpar 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/30/2025

  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 used Chow Now for my business delivery service and tried multiple times cancelling the account. I was informed the account was cancelled but was still being charged even though I was told I would not be charged anything else. When I contacted the company I was told as soon a I return my tablet I would receive a refund. The tablet was returned and I have proof it was delivered and now I cant get anyone to answer my emails at all about my refund

  Business Response

  Date: 05/18/2025

  Hi Candy! Thank you for reaching out. After reviewing your account, we confirmed that a refund was issued for the returned hardware. The refund should be reflected in the account within 5-10 business days. If you need further assistance or have any additional questions, please dont hesitate to contact our Support Team at ********************************** or ************.

  Customer Answer

  Date: 05/19/2025

   
  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,
  
  ***** *******

• Initial Complaint

  Date:04/28/2025

  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.

  They are my online ordering company for my restaurant and have not paid me for 4 months. They have taken the orders and collected the money but have refused to pay me. I suspect i am not the only restaurant they are doing this with. When you call for answers they tell you that an account specialist will contact you and they never do. You ask them to suspend your account and they tell you it will be a month, while they still collect money and not pay me.

  Business Response

  Date: 05/05/2025

  Hi ******! Thank you for reaching out. After reviewing your account, **** confirmed that all disbursements for online orders have been successfully processed and paid to the bank account on file. We also reviewed recent interactions with our Support Team and can confirm that our representatives addressed the inquiries and scheduled a meeting with your Restaurant Success Manager for further discussion. A confirmation email with the meeting details was sent to you. If you need further assistance or have any additional questions, please dont hesitate to contact our Support Team at ********************************** or ************.
  
  

• Initial Complaint

  Date:04/07/2025

  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.

  Ordered 115pm 4/6/2025 from Cues BBQ through Chow Now. Order didn't go through and Chow Now said refresh. Time to delivery was 1 hr 10 minutes. We thought this was error due to having to refresh or Cues was really busy. At 2pm I called Cues and they said order was waiting for 20 minutes to be picked up. Order was delivered 20 minutes later ******* Eats who stated on camera We only got the order to pick up at 205pm. Nachos freezing cold, fired okra, fires and sandwich cold. Salad room Temp with chicken on it. we couldn't eat it. Chow Now refuses refund stating cold food is acceptable since we stated 1 hr 10 minutes to deliver. Your Health is their furthest concern.

  Business Response

  Date: 04/14/2025

  Hi ******. Thank you for reaching out. Were sorry to hear about your delivery experience. Our Support Team follows a standard protocol for refund inquiries, confirming order details with the delivery provider before processing the request as applicable. We apologize for any confusion and have shared your feedback with our team. We can confirm that a full refund has been processed, and you should receive an email confirmation. The refund should reflect in your account within 2-5 business days. We hope youll give us another chance to make things right. If you need further assistance, please dont hesitate to contact our Support team at ************** via phone/text or email us at ***********************************

• Initial Complaint

  Date:04/02/2025

  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.

  On March ********************************************************************************************* ********, ******* however it was actually located in ********, ********. The address was not listed only the phone number which you would have had to look for. When I received the confirmation email. I called and cancelled the order and the restaurant said I needed to contact chownow for the refund. Chownow claims they can not issue the refund because the food was already made however I called and canceled the order 90 seconds after placing the order.

  Business Response

  Date: 04/09/2025

  Hello *****, thank you for reaching out and apologies for the inconvenience this has caused. The restaurant address is at the top of the ordering page under the restaurant's name and their phone number can be found when hitting 'More Info' next to their address. If you could share a screenshot of the ordering page where the address is not populating with our support team, we would be happy to look into this for you. For your order with Bayridge Sushi, I see that is has been refunded on 4/2/2025. Most orders refunded the same-day will simply cause the pending transaction to drop off, but orders that have cleared the account may need 3-5 business days to see those funds return due to bank processing times that may vary. Thank you and please let us know if you have any issues with the refund process at ********************************** or by calling ************.

• Initial Complaint

  Date:03/18/2025

  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.

  March 10 I ordered through this site for a food pickup. When I went to the restaurant, they said they never received my order. ChowNow charged me $100. The restaurant said to call ChowNow to get my money back. I did, and after speaking with them they said we have to call the restaurant ourselves to request a refund. I was AT the restaurant and gave the phone to the manager. She said she would allow them to refund me since I had to re-order and re pay for all my food. ChowNow said we tried calling them but they wont answer I was sitting next to the employees and phone, and the phone never rang. It worked, I tried it myself, and even did a 3 way call with ChowNow and they still refused to refund me. Im out $100 now and never got my money back. This place is a scam and they lie about calling you help you with a refund. We all waiting for the call that never happened.

  Business Response

  Date: 03/30/2025

  Hello *****, thank you for reaching out and apologies for the inconvenience this has caused. To provide some clarity about your order, what sets us apart from other platforms is that we give our restaurant partners full authority over their refunds - which means we have to call them directly to confirm that we can refund their orders. A 3 way call is not a way we can verify with the restaurant partner as we must call them directly. Taking a look at your order, looks like the refund was processed on the same day on 3/14/25, but orders that have cleared the account may need 3-5 business days to see those funds return due to bank processing times that may vary. Please let us know if you have any issues with the refund process at ********************************** or by calling ************.

• Initial Complaint

  Date:03/18/2025

  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.

  On February 3, 2025 I was traveling through *******, *******. I ordered a meal to be delivered to my hotel from:Sankranti Indian Cuisine - ************************************************************************************************************ $4.95 Boneless Chicken Biryani $15.95 Subtotal $20.90 Delivery Fee $7.98 Delivery Tip $3.76 Taxes $1.86 Total $34.50 I received a text from Chow Now with the live tracking link at 9:16pm. The order was scheduled to arrive at 11:17pm. Using the live tracking link, there was no movement/updates on the order until the order was canceled minutes before 11:17pm and after when Sankranti is supposed to close at 11pm. I got no email or text notices that the order was canceled. I only knew because the live tracking feature said the order was canceled. I tried repeatedly calling Sankranti and only got a busy signal. I looked at Chow Now support which indicated that charges for declined/canceled orders will fall off of accounts after some days. I unfortunately believed them and waited for the charges to settle. When I went back through my accounts, I found this charge remained on my account. I contacted ********************** with the issue and was told that after *************************************************************** not and so they could not refund my purchase of $34.50. I was offered a credit to use on a future purchase, but I do not want to work with this business in the future.The customer service guidance for failed orders is minimal. See subcategoreis at *****************************************************. There is nothing in this documentation that says no refunds will be possible after 30 days. The language encourages buyers to wait it out and corrections will automatically get sorted out. At a minimum, this mischaracterizes what support Chow Now will offer. If I had known that a 30 day clock would limit my options for remedy, I could have run this down sooner, but I was apparently mistaken in thinking that a technology company would have to keep records.

  Business Response

  Date: 03/30/2025

  Hello ********, thank you for reaching out and I apologize for the inconvenience this has caused. We have tried searching your number and email to see if any contact was made in February when the order was placed and we are not seeing any related cases until March. If you got an order confirmation and a delivery tracking link, that is definitely not a declined order. If you happen to have any chat transcripts or emails with our support team stating that you had a declined order, please let us know as we will appropriately train our team member who let you know that it was a declined order. Since we were contacted more than a month after the order was placed, our delivery partners were no longer able to pull tracking for this order so we were not able to verify what happened that day. Due to this, we have issued a credit for the order amount in the form of ChowNow bucks to be used for any future orders. If you would like more assistance with this order, please feel free to reach out to our support team at ********************************** or ************. 

• Initial Complaint

  Date:03/06/2025

  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.

  I received an order on Thursday, 2/27 that was placed on chownow. The order was inedible and in horrible condition. It could not be consumed at all. The bagel and egg and cheese sandwiches were not wrapped in foil, which is a failure of the restaurant. So they were already freezing cold. On top of this, they failed to secure the coffee included in the order. There was no cardboard in the bottom of the bag at all. The coffee was not in separate bag either. So the entire order was thrown in a large plastic bag and all just floating in a sea of coffee. The bag was dripping when the delivery person handed it to me. At 10:44am I phoned the restaurant immediately. I assume the person who answered the phone is the manager. He agreed that this was totally unacceptable and the order would be refunded. It seemed chaotic and disorganized. Additionally, a refund only covers the food. I had to go to the trouble of cleaning up the floors and counters in my building from all of the spilled coffee. It was a mess. The following day, I sent Chownow an email asking for follow-up on the granted refund. On March 5th, I received an email that the refund had been denied and Chownow was doing nothing about it. Why would an already granted refund be denied? That is non-sensical. I expect my money back for crappy customer service, inedible food that went into the trash, and an absolutely rude about face from the restaurant. It is unprofessional and unacceptable.

  Business Response

  Date: 03/13/2025

  Hello Shawna and thank you for reaching out regarding this unfortunate delivery experience. As the restaurant used its own delivery drivers or services for this order, we are limited to the information provided by them. At ChowNow, we give our restaurant partners the flexibility to manage refund decisions, which is why we typically act as an intermediary between the restaurant and our diners. In this instance, as the restaurant declined the refund, weve processed a courtesy refund from ChowNow on your behalf to help address this unfortunate situation. Orders that have cleared the account may need 3-5 business days to see those funds return due to bank processing times that may vary. Thank you and please let us know if you have any issues with the refund process at ********************************** or by calling ************.

• Initial Complaint

  Date:02/20/2025

  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.

  February 18 I placed an order using your services; 40 minutes into waiting going past the estimated delivery time I made the call to use DoorDash and make another order as I was trying to eat before going to bed. I then proceeded to contact you through chat and one indicated that I was concerned about the quality of the food as it had been sitting out for ***************************************************************** the chat the chat representative, just copied and pasted where I could follow and my order And the expected delivery time as if it hadnt been updated at this point. I then indicated I wanted to cancel the order because I had already had other food. This food was going to be cold and disgusting becauseit had been sitting out. They refused to cancel the order but promised a refund. I have since not heard anything about a refund unless I have contacted your company and on numerous occasions now have been told were waiting for anemail back from the delivery service. If I had just used DoorDash, I wouldve had the money back in my account on the 18th when it happened. I am now in a position where Im basically being told I could be looking up to 10 days before the monies even refunded never mind another 3 to 5 before its available in my account. 15 days to get $100 back? ******** was the people delivering this order. And I got a delivery from them before this was even ever picked up from the restaurant. Thats not a ******** problem thats your company problem as a consumer did not do anything wrong and should not be in a position where I have to wait 15 days to get my money refunded. Thats not to mention that nothing was done to even try to make sure that the food was fresh or remade after being made aware that I have been sitting out for well over an hour when it finally got delivered an hour and a half after the fact, it was all soggy and falling apart and disgusting it had to go into the trash I contacted you guys for help and literally got 0

  Business Response

  Date: 02/25/2025

  Hi *****, Thank you for reaching out and providing feedback about your delivery experience. This is definitely not the standard we hold ourselves or our delivery partners to and will be following up with them directly to address the issues you experience. We also wanted to provide some clarity about our refund process - we offer delivery for our restaurant partners by partnering with third party services which is why you were able to order delivery with this restaurant so due to this, it may take ***** hours to process a refund on an order. The order was placed on 2/18 and was refunded on 2/20 after we received a response from our delivery partner. We have confirmed that your order was refunded on 2/20/25, but orders that have cleared the account may need 3-5 business days to see those funds return due to bank processing times that may vary. Thank you and please let us know if you have any questions or issues with the refund process at ********************************** or by calling ************.