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Business Profile

Internet Services

OpenTable, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 59 total complaints in the last 3 years.
  • 30 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/27/2025

    Type:Product Issues
    Status:
    Resolved
    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 issued an $80 reward card through OpenTable about a month ago, but I just found out that they forfeited the amount back to themselves on July 17th, 2025, without notifying me. I was outraged as I was entertaining clients and was so embarrassed by this outcome. I want my full credit back, and I refuse to use OpenTable again to make a reservation, nor will I recommend this application. It is a fraud! They encourage you to make reservations, and then to find out that they take back the rewards you are claiming. How dare they do so? I want my money back!

    Business Response

    Date: 07/31/2025

    Thank you for contacting OpenTable and submitting your concern. It looks like our support team has emailed you since your request was sent to the BBB (their email was sent on July 30th). Please continue to work with them directly so they can help you reach a satisfactory resolution! If there is anything else we can assist with, please let us know!

    Best Regards,
    OpenTable, Inc.

    Customer Answer

    Date: 07/31/2025

    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:07/08/2025

    Type:Order Issues
    Status:
    Answered
    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.
    Complaint Summary:Unfair enforcement of early termination fees despite proper cancellation and non-usage of software-based service. Lack of proper disclosure about Initial Term and related obligations in contract or sales discussion. Invoice received despite clear legal objections. Causes harassment, emotional distress, and unfair financial pressure.Detailed Complaint:On March 18, 2025, my business, The Tea Lounge (********** ***********.), entered into an agreement with OpenTable with first 3-months free subscription. At no point was the term Initial Term or its full financial implications clearly explained or disclosed in contract or during the onboarding or sales process.I submitted proper 30-day written cancellation on May 12, 2025, Despite ceasing use of the software and closing the business operation, OpenTable has issued an invoice (Invoice #INV-FS1641889-062025) totaling $3,074.72, including an early termination fee for full contract year of $2,605.80 in which no services were or will be used.This practice is not only unfairit's violate common law principles of contractual fairness and unconscionability, and represents a penalty clause, not a genuine pre-estimate of damages for a non-physical, access-based software.Despite multiple communications, OpenTable has refused to acknowledge these legal concerns and continues to press for payment. This continued enforcement:-Fails to reflect actual loss, given the service is software-based and unused,-Violates the principle of contractual fairness under Ontario common law, and -Amounts to a punitive charge, not a genuine pre-estimate of damages.Resolution Sought:-Immediate cancellation of the early termination charge.-Withdrawal of invoice #INV-FS1641889-062025 totaling $3,074.72.-Confirmation that no further enforcement or collection action will be taken.Attachments:Please attach the *** invoice, e-mail communications.

    Business Response

    Date: 07/15/2025

    Thank you for contacting OpenTable and submitting your concern. 

    Our records indicate that a representative from our team has been in communication with you in June regarding your inquiry in which it appears that they explained our policies and contracts. Should you have any additional questions or concerns, please continue to work with our representative directly. 

    Best Regards,
    OpenTable, Inc.

    Customer Answer

    Date: 07/16/2025

     
    Complaint: 23571595

    I am rejecting this response because, despite multiple communications with the representative, the company continues to ignore the core issue of contractual fairness. The agreement lacks proper disclosure and fails to clearly explain the financial implications or details of the penalty associated with early termination. My primary concern relates to Clause 14.2, where the term 'Initial Term' and its enforceability were not properly disclosed or communicated.

    As clearly stated in previous communications:
    -The term Initial Term and the related financial obligations were not adequately disclosed in the agreement or explained during the sales or onboarding process.
    -This clause was neither highlighted as a significant financial risk nor discussed transparently.
    -Charging for a non-physical, software-based service after usage has ceased and with 30 days' notice given amounts to a penalty, not a genuine pre-estimate of damages.

    We strongly believe that enforcement of this clause violates key principles of Ontario contract law, including:
    -Contractual fairness and the doctrine of unconscionability
    -The prohibition of penalty clauses under common law
    -The legal duty to mitigate damages where no services are used

    In this regard, I would like to refer the email attachment with the OpenTable representative.

    Sincerely,

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

    Business Response

    Date: 07/19/2025

    Thank you for contacting OpenTable and submitting your concern. 
    We understand and appreciate your concerns and feeling that you arent being heard. Our billing team, as well as the contracts team, have been in contact with you and each other and are providing the best explanations they can for all of your points. Please continue to work with them directly. 
    Best Regards,
    OpenTable, Inc.

    Customer Answer

    Date: 07/24/2025

     
    Complaint: 23571595

    I am rejecting this response because: their representative and the authority are avoiding the core terms of Discloser and contractual fairness.

    Sincerely,

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

  • Initial Complaint

    Date:05/17/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 been trying to update my email address on my account and unable to do so because I no longer have access to my old email address. customer service has been terrible. I have started two different tickets and no one will reach out to me to resolve this I have a bunch of points and I dont want to lose those by starting a new account. It is terrible that you cannot reach anyone to complete a simple update.

    Business Response

    Date: 05/23/2025

    Thank you for contacting OpenTable and submitting your concern. It looks like our support team was able to help make this change for you as of a couple days ago! Please let us know if that is not the case or if there is anything else we can assist with!

    Best Regards,
    OpenTable, Inc.

  • Initial Complaint

    Date:04/09/2025

    Type:Product Issues
    Status:
    Resolved
    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 been trying to change my email address in my account. When I try to do so, I am prompted to click a link emailed to me to confirm. This email never arrives, so I switch to phone confirmation. When I enter the code I receive, I get an error saying they were "unable to complete my request" and to "try again later" or contact them. I attempted this multiple times and tried to contact support. The support is AI which does not offer this issue as an option to address. I also tried to call the customer service phone number during business hours and it hung up indicating I needed to contact them online. I am unable to reach a person who can update my email address and this is not acceptable. I want my email address updated without any further runaround.

    Business Response

    Date: 04/12/2025

    Thank you for contacting OpenTable and submitting your concern. Our support team is going to reach out to you directly using the email address youve provided here within the next 24 hours. Please let us know if there is anything else we can assist with!

    Best Regards,
    OpenTable, Inc.

    Customer Answer

    Date: 04/15/2025

    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:04/06/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 ordered a 100 dollar reward card. The activation email came as promised but when I click on the ' print or show reward card ', it refreshes me back on the ************************** reservation page. I have tried this with my iphone app and on safari and chrome. All three times the same thing happens.

    Business Response

    Date: 04/11/2025

    Thank you for contacting OpenTable and submitting your concern. Our support team is going to reach out to you directly using the email address youve provided here within the next 24 hours. Please let us know if there is anything else we can assist with!

    Best Regards,
    OpenTable, Inc.

    Customer Answer

    Date: 04/11/2025

     
    Complaint: 23167553

    I am rejecting this response because: 

    I will wait until I receive an acceptable resolution to the issue which will be obtaining and printing the reward card. Please do not send me the ' generic ' instructions on your website. The system is glitching and not working. If Open Table actually helps be obtain the card, I will immediately let BBB know 

    Sincerely,

    ****** ****

    Business Response

    Date: 04/15/2025

    Thank you for contacting OpenTable and submitting your concern. It looks like our support team emailed you on April 11th but they have not received a response from you. Please respond to that email so they can help you reach a resolution. Please let us know if there is anything else we can assist with!

    Best Regards,
    OpenTable, Inc.

    Customer Answer

    Date: 04/17/2025

    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.

    Open table has reached out to me and appears to want to resolve my issue. 

    I appreciate this. 


    Sincerely,

    ****** ****

  • Initial Complaint

    Date:04/02/2025

    Type:Product Issues
    Status:
    Answered
    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 been trying to change my email address in my account. When I try to do so, I am prompted to click a link emailed to me to confirm. This email never arrives, so I switch to phone confirmation. When I enter the code I receive, I get an error saying they were "unable to complete my request" and to "try again later" or contact them. I attempted this multiple times and tried to contact support. The support is AI which does not offer this issue as an option to address. I also tried to call the customer service phone number during business hours and it hung up indicating I needed to contact them online. I am unable to reach a person who can update my email address and this is not acceptable. I need my email address updated asap.

    Business Response

    Date: 04/09/2025

    Thank you for contacting OpenTable and submitting your concern. Our support team is going to reach out to you directly using the email address youve provided here within the next 24 hours. Please let us know if there is anything else we can assist with!

    Best Regards,
    OpenTable, Inc.

  • Initial Complaint

    Date:03/18/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Not receiving points and not able to contact the company to rectify. Had points, looking for ones not posted and now no points?

    Business Response

    Date: 03/20/2025

    Thank you for contacting OpenTable and submitting your concern. It looks like you were able to get through to our support a couple days ago but it ended before things were fully resolved. Our support team is going to reach out to you directly using the email address youve provided here within the next 24 hours. Please let us know if there is anything else we can assist with!

    Best Regards,
    OpenTable, Inc.

    Customer Answer

    Date: 03/20/2025

    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:03/14/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    For years i've been cheated by Opentable. You need 20 points to redeem your points for use/benefit. every time i get close to 20, they take points away, saying it is an expiration (3 years). i never realized it before - i'll never get to use my points because they keep (incorrectly) taking them away before their so-called 3 year expiration. So now i realize they've probably been cheating me for years. I would have tried to resolve it directly with them, but they have absolutely no way to speak with a live person (i tried the chatbot but that didn't work). I think they just try to drive you mad by having you go around in circles, hoping you will give up. Something today just made me determined to expose them. They should be held accountable for cheating people. I've been using them on a regular basis for years, and in the early days, you could easily get rewarded. Now, they make it impossible. Even though i have a regular history of making reservations, i've been unable to get rewarded for the points i earn for years. They probably owe me more than $100, but i don't know if i can prove it. If they are cheating me, they are cheating others. I am a so-called ViP client. What a joke. The last time i was able to legitimately get a "reward" was in 2016. i can't figure out how to download my dining history and attach it to prove my point.

    Business Response

    Date: 03/20/2025

    Thank you for contacting OpenTable and submitting your concern. Our support team is going to reach out to you directly using the email address youve provided here within the next 24 hours. Please let us know if there is anything else we can assist with!

    Best Regards,
    OpenTable, Inc.

    Customer Answer

    Date: 03/20/2025

     
    Complaint: 23068444

    I am rejecting this response because: I want a phone call. I can't control anything with an email - after trying to use their chatbot, email isn't the way to go. i want to speak with a live human being. ************

    Sincerely,

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

    Business Response

    Date: 03/26/2025

    Thank you for contacting OpenTable and submitting your concern. It looks like a member of our support team reached out to you on the 20th to return any expired points and explain our points policy, but please continue to work with them directly. If you would like them to contact you via phone, please respond to their original email so they can set that up with you. Please let us know if there is anything else we can assist with!

    Customer Answer

    Date: 03/30/2025

     
    Complaint: 23068444

    I am rejecting this response because: i know longer have the email. Since you are willing to have them deal with me by phone, why not just have them call me at ************? i am availalbe Monday through Friday after 4:40pm, and all day on weekends.

    Sincerely,

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

  • Initial Complaint

    Date:03/14/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    OpenTable allows you to earn points for each restaurant booking you book. I have over ****** points, which I have been trying to claim a reward over the past 3 months. The system isn't working to send me the reward. I've contacted ***************** but continue to get a canned response with no resolution. Case #********. There is no actual person to speak with, so this is getting very frustrating that I can't utilize the restaurant reward.

    Business Response

    Date: 03/20/2025

    Thank you for contacting OpenTable and submitting your concern. Our support team is going to reach out to you directly using the email address youve provided here within the next 24 hours. Please let us know if there is anything else we can assist with!
    Best Regards,
    OpenTable, Inc.

    Customer Answer

    Date: 03/21/2025

    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:03/05/2025

    Type:Product Issues
    Status:
    Resolved
    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 had a restaurant reservation for 10:30 am on Sunday March 2, 2025 at ************ - ********* booked on Open Table. I have not received my points for this reservation. I do not see the reservation in my list of reservations. I tried resolving this issue on the Open Table help support page but could not get past the ** robot which offered no resolution and would not accept my request to chat with a live agent.

    Customer Answer

    Date: 03/06/2025

    I would like to withdraw the complaint i filed Wednesday, March 5. The business has responded directly to me and I am satisfied with the response. The complaint number is ************C. Thank you.
    Sent from ****** Reinhardt (*****************************)

OpenTable, Inc. is NOT a BBB Accredited Business.

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