Complaints

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:12/11/2023

  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.

  I cannot get an issue resolved with Open Table customer service. I had made a reservation for Nov 27 w/ Open Tables services. I received a email from open table to sign up and post a review. I did both but my review has yet to be posted. Its with in guidelines and I asked customer service to look into it. However the email chain by the customer service reps have alot of run around. They first tell me its my fault because I am not on a PC, and I am. My user name is too long, Its not its., Then my user name is too short, then I have to sign in via ****** chrome incognito, I have to then have email codes sent to me. Those dont work. I provide screenshot for every request **************** ****** ******, *******, and ***** have requested many things and assumed many things but there are no resolutions. Now they say my account isnt linked to my reservation but everything was fine when I went to dinner. And if they see my account and reservation is the same email cant they just combine it for me as they are the company???

  Business Response

  Date: 12/19/2023

  Thank you for contacting OpenTable and submitting your concern. 
  
  We have asked our Ratings and Reviews team specifically to reach out to you via email to discuss and resolve this situation with you! Should you have any additional questions or concerns, please dont hesitate to let us know. 
  
  Best Regards,
  OpenTable, Inc.
  
  

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20993194
  
  I am rejecting this response because: It took to long and their email correspondence was not done via moderators of the BBB. They have sent me on a wild goose chase with 8 different customer service reps all blatantly lying. First my username was too long, it was not. Then the username was too short, it was not. ******** said I didnt have a reservation, not only did I but it was a paid reservation. Then they said my account was not allowed to review, it was they sent me the link. Each time I sent screenshots. This process then started over with the same run around answers. Then they said my reservation had to be completed by fully registering. So I did. Then they said that registrant was not linked to my account. Each time sending me on a very unprofessional wild goose chase.

  Now they say my reservation is flagged for telling the truth about cold hard oxtails which are going rancid., This is how oxtails go rancid. They get hard. Its the nature of the meat within any cuisine.

  The truth is they are protecting the business and do not want honest reviews. Its very clear to see my review was absolutely on pointe. 

  So I would like this complaint to stand since they have been unprofessional, discriminatory, and manipulative towards me.

  Sincerely,
  
  *********************

  Business Response

  Date: 12/22/2023

  Thank you for contacting OpenTable and submitting your concern. 
  We see that our Ratings and Reviews team has reached out to you to explain the situation and are ensuring that processes will change so a similar situation with the support team will not occur again when it comes to your experience troubleshooting with our team. We appreciate you taking the time to provide your feedback and are taking it into consideration with those changes. If you require any further assistance with your review, please reach out to the direct email address the reviews team has provided and they will be happy to assist you.
  Best Regards,
  OpenTable, Inc.
  
  

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 20993194
  
  I am rejecting this response because: its a little too late for this explanation. Like I said before I was given the run around. This is clearly a discriminatory practice that happens with open table. They do not want the food businesses with them to receive honest reviews that are negative experiences. So they protect the business by giving the customer the run around. Send them on a wild goose chase about not having a proper account (when i did), made a reservation, (when i did), completed said reservation (when i did), had a small username (i did not), Had a too long user name (i did not) and so many more correspondences in a total of  9 customer service representatives back n forth.

  I understand at this time that Opentable is unhappy with the complaint still standing but they cannot remedy the situation now by saying its another problem and refusing service when they put a customer through such wasteful correspondences. They were purposely being facetious which is unprofessional and they were doing it to discriminate against a customers honest experience. 

  The complaint will stand as is. I will not remove it from the BBB record as is. No matter what **** decides to deal with it now. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  not sure why my reservation through Opentable was marked as canceled. This is the second time and I lose points when it is marked as canceled. I presented on time and ate there tonight. Can you fix this please? Thank you.opentable was unhelpful in fixing this. I spent a lot of time with their chat which was worthless and then the contact service team button didn't work so I need help since I can't reach anyone there. I tried emailing but it came back undeliverable.The restaurant was ************* in ***********, ****** which is excellent and professional. It is opentable which is impossible to deal with.

  Business Response

  Date: 11/28/2023

  Thank you for contacting OpenTable and submitting your concern. 
  Thank you for letting us know what happened with your reservations. We have worked with our support team to reach a resolution with these! For the most recent reservation we were able to update the status to seated and those 100 points have been added to your account. For the older/second reservation we arent able to update the status but we have manually added the 100 points for that reservation as well. Next time you log in you should see a total of 600 points including those 200 points that have been added. 
  If youd like someone from our support team to email you directly or if we can help with anything else, please let us know!
  Thanks again for contacting us.
  Best Regards,
  OpenTable, Inc.
  
  

  Customer Answer

  Date: 11/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/23/2023

  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.

  We had a reservation today at ******************************************************* they didn't specify it correctly the brunch was the reservation for today not the restaurant

  Business Response

  Date: 11/28/2023

  Thank you for contacting OpenTable and submitting your concern. 
  We will notify the restaurants management team here at OpenTable so they can reach out to the restaurant and ensure that any and all information is updated to be clearer in the future regarding the brunch reservations! Should you have any additional questions or concerns, please dont hesitate to let us know. Thank you again for taking the time to let us know!
  Best Regards,
  OpenTable, Inc.
  
  

• Initial Complaint

  Date:11/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from this company regarding my account. I never gave this company this email address. I contacted them to ask them what restaurant shared my email with them without my authorization so that I can follow up, and I asked that they delete the email address entirely from their records.I received an irrelevant response and was told to reply if I needed further help. A few replies seeking relevant assistance have been ignored.

  Business Response

  Date: 11/21/2023

  Thank you for contacting OpenTable and submitting your concern. 
  Our records indicate that a representative from our team has since reached out to you regarding your inquiry, has sent you a deletion request to the correct email, and explained the situation. Should you have any additional questions or concerns, please dont hesitate to let us know. 
  Best Regards,
  OpenTable, Inc.
  
  

  Customer Answer

  Date: 11/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/29/2023

  Type:Order 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.

  Under new ownership at the end of March 2023, our 2 locations were to stop using OpenTable. I contacted OT to end their service in July. Through various conversations I had with agents, not 1 person mentioned we would be charged early termination fees. We received an invoice for September of $4500 for service, and ETF for both locations. I called and explained to an agent what happened, and said I was correct, no one had mentioned to me the **** and would escalate my case to an account manager to see about waving the fees. **************** called me and told me after looking into the matter, that there was nothing she could do, as emails were sent to the restaurant manager regarding the **** this was news to me as the manager never said anything. While it is true the manager did get the emails (I checked his account), I was the person of contact and was never told we would have to pay the $4500 due to ETF. I explained to ****** that OpenTable support were partially to blame, as every agent I spoke with failed to mention ETF to me, the person of contact (my email was given to them and on the account), and that there should be some kind of accountability for how this situation was handled. I offered to pay half the amount, as I feel there was blame on both sides, and she said no, there was nothing she or I could do. I asked if we could continue making monthly payments until our contract ran out, to which ****** said she would need to check with billing. After she conferred with billing, it was agreed upon to continue with payments until the contract runs out next year. I would need to reach out to billing and make sure auto-pay was enabled (which it was) and I was all set. However, when I reached out to billing I was told someone would contact me within 2 business days; no one did. I followed up with an email, no response, and a few days later with a phone call, only to discover we were charged the full amount. Horrible runaround, and no responsibility on their end.

  Business Response

  Date: 10/03/2023

  Thank you for contacting OpenTable and submitting your concern. Our records indicate that a number of representatives from our billing and account management  teams are actively investigating and working on a resolution for what you have reported. They should be in touch with you as soon as that resolution is in place! Should you have any additional questions or concerns, please dont hesitate to let us know. 
  
  

  Customer Answer

  Date: 10/03/2023

  Complaint: 20676470

  
  

  I am rejecting this response because I have been told repeatedly an agent will reach out to me, but I then have to circle back due to no follow-up. We were charged the full amount after being told we could continue to pay monthly, due to the failure of the billing **** contacting me. I want action, not just words of things are happening behind the scenes.

  
  

  Sincerely,

  
  

  Jr ******

  Business Response

  Date: 10/10/2023

  Thank you for contacting OpenTable and submitting your concern. We understand completely. We will continue to follow up with the teams handling this case to ensure that you will not need to continue to reach out to them and that you receive a call/response as soon as they have reached a resolution.

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20676470
  
  I am rejecting this response because no one has contacted me directly since this complaint was filed weeks ago. You keep saying someone will reach out to me, but it is all words. I am interested in action, not empty words.
  
  Sincerely,
  
  Jr ******

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this is my 2nd time redeeming a restaurant "credit card" using the points from my dining profile. the first time it didn't work and i was unable to contact anyone. over a year later i finally decided to redeem my points again and i had all the screenshots and "credit card" information in case it didn't work again. it said the balance was 100 but the restaurant tried running it at least FOUR DIFFERENT times and it kept declining. i called the mastercard help line that was listed under the card and the guy told me it was already activated so the restaurant shouldn't be having any issue. FINALLY the restaurant was able to get the charge through but they were only able to use NINETY THREE DOLLARS out of my HUNDRED DOLLAR GIFT CREDIT CARD. that's $7 worth of points still unused and i refuse to use it the remainder especially after the NIGHTMARE i went through. we wasted a total of 40 min trying to get this sorted out at the restaurant between being on hold with the help line and the restaurant trying to redo the charge while my BABY was starving waiting for us to get back home because we were supposed to have been back nearly 45 min ago. this is infuriating and not worth the extra stress. the restaurant manager even told us previous customers using opentable credit cards have had this issue happen all the time because the its a 3rd party merchant. thanks for wasting my time and points opentable. i want my $7 worth of points refunded back to my account and additional points to compensate for this complete FAILURE on opentable's end.

  Business Response

  Date: 08/31/2023

  Thank you for contacting OpenTable and submitting your concern. A representative from our team has reached out to you using the email address provided. Should you have any additional questions or concerns, please dont hesitate to let us know. 
  Best Regards,
  OpenTable, Inc.
  
  

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20539731
  
  I am rejecting this response because: inadequate compensation to accommodate for the disaster and time wasted trying to get the payment resolved at the restaurant
  
  ***************************************************

  Business Response

  Date: 09/01/2023

  Thank you for contacting OpenTable and submitting your concern. Our support team is still in active contact with you regarding this matter and discussing a resolution. They will continue to be available to you until a resolution is reached! 

  Customer Answer

  Date: 09/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  ****************************************************

• Initial Complaint

  Date:07/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OpenTable seems to be engaging in some pretty shady practices now. One logs into the app to make reservations through particular restaurants, expecting to receive points for dining. The process is the same as it has always been. Apparently at some point the app has changed such that even if one makes dining reservations through the app -- the whole point of which is to collect points in a rewards program -- somewhere in there (I have no idea where) the diner also has to toggle a switch? maybe? in order to "collect points" -- which was never required before. I still don't know where this "collect points" thing was supposed to have happened, because -- silly me-- I assumed that USING THE *** TO MAKE THE RESERVATION WAS THE WAY TO COLLECT POINTS. Apparently this has changed. I have been making dinner reservations through this site forever but after a nice, expensive dinner I will apparently not receive dining credit through OpenTable. Why am I even using this app? Where is this change explained to the consumer, who, up to this point, has received dining points for this program by 1) making a reservation and 2) showing up to eat dinner under said reservation? Super shady. Is OpenTable just one more consumer scam? Why oh why do these businesses really not care about the time they waste and the bad will that they ******????? I am so so so tired of businesses scamming consumers for the merest stupid rewards. Like, so sick of it.

  Business Response

  Date: 07/06/2023

  Thank you for contacting OpenTable and submitting your concern. A representative from our team has reached out to you using the email address provided. Should you have any additional questions or concerns, please dont hesitate to let us know. 
  Best Regards,
  OpenTable, Inc.
  
  

  Customer Answer

  Date: 07/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:06/21/2023

  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 have had an Open Table Account since 2008. I have points accumulated so that I can redeem for a restaurant certificate. Except there is not a way to do this on my account. The instructions say that I should click on redeem points under my profile yet it does not exist. There is no way to contact the company directly. The chat bot is a joke and does not get you to a real person. So I am effectively cut off from using *********.

  Business Response

  Date: 06/23/2023

  Thank you for contacting OpenTable and submitting your concern. A representative from our team has reached out to you using the email address provided. Should you have any additional questions or concerns, please dont hesitate to let us know. 
  Best Regards,
  OpenTable, Inc.
  
  

• Initial Complaint

  Date:06/01/2023

  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.

  I have earned 2 Opentable rewards for dining. The first time I tried to use a $20 reward at ************ Caf in *******, **, the reward was declined. I communicated with Opentable after that and was told that the charge should be run as a debit for the exact amount. As far as I know, since the restaurant is affiliated with Opentable that they processed it as the should. The second time, i had a $50 reward at Blooomsbury Bistro in *******, **, and again it was declined. Opentable says that the restaurant can call for assistance but neither restaurant manager knew that or how to contact them. I tried to get the customer service number from them but they would not provide it to me. Without some help from Opentable, these rewards are not redeemable. This is fraud.

  Business Response

  Date: 06/06/2023

  Thank you for contacting OpenTable and submitting your concern. A representative from our team has reached out to you using the email address provided. Should you have any additional questions or concerns, please dont hesitate to let us know. 
  Best Regards,
  OpenTable, Inc.
  
  

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20131464
  
  I am rejecting this response because:

   

  They reached out but i have spoken to their customer service before. Nothing has changed. I still have not gotten any assurance that my reward will be accepted in the future.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/08/2023

  Thank you for contacting OpenTable and submitting your concern. It looks like our support team is in contact with you currently working on a resolution! They will continue to work with you directly until a solution has been reached.
  Best Regards,
  OpenTable, Inc.
   (case 20495770)
  
  

• Initial Complaint

  Date:04/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OpenTable list restaurants not in relationship with them anymore and intentionally or recklessly defraud consumers. I booked a month in advance only to be told by the restaurant on the day of that they don't even open for business. To make it more infuriating, OpenTable had the audacity to sent out confirmation messages two days in advance and I confirmed. The business operates deceptively and unfairly.

  Business Response

  Date: 04/25/2023

  Thank you for contacting OpenTable and submitting your concern. A representative from our team has reached out to you using the email address provided. Should you have any additional questions or concerns, please dont hesitate to let us know. 
  Best Regards,
  OpenTable, Inc.