Complaints

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

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  Beyondmenu.com

  10400 W Higgins Rd STE 205 Rosemont, IL 60018-3705

• 

  Beyondmenu.com

  2528 Brian Dr Northbrook, IL 60062-7611

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:05/09/2025

  Type:Delivery 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.

  Submitted a delivery order for ***********************, scheduling a delivery for 11:45am, May 9, 2025. Got email confirmation of the order, card was charged. Food did not come. Called the restaurant, they said they never received the order. How dare you charge me a ******* fee for the order and then not even bother to submit to the restaurant.Update--restaurant called the company, they forgot to send the order. What the ****? I should get the fee back at the very least. Totally ridiculous.

  Business Response

  Date: 05/14/2025

  Dear ********************************** you for taking the time to speak with our specialist regarding your recent delivery order from *********************** on May 9, 2025.
  
  We understand how frustrating it can be when expectations are not met, and we truly regret any inconvenience this situation has caused. Your experience is important to us, and we appreciate you bringing this to our attention.
  
  As mentioned during the call, we have reached out to the restaurant and clarified the situation. Were also actively reinforcing our processes to ensure a consistent and reliable experience for all our customers.
  
  We are continually working to improve and maintain the quality of service that diners like you deserve. If you have any further concerns or questions, please dont hesitate to reach out to our support team at **************.

  
  Thank you again for your time and feedback.

• Initial Complaint

  Date:03/25/2025

  Type:Delivery 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.

  Hello, I ordered from beyond menu. I left extremely clear notes on the order to call when arriving and where to drop the food off. "I am the second house behind the first and to please make sure to call me. " Apparently Beyond menu uses **** drivers. If I had knows that I would have never ordered from Beyond menu. I have already sent several BBB cases regarding Ubers inability to find my house or follow instructions when ordering from them. They don't read. They cant read. And in my area they don't even speak English. The delivery driver never called Didn't follow the instructions and delivered the food to the wrong house. and I was never notified of the delivery even arriving or being dropped off. SO I was completely unaware and had to call the restaurant and beyond menu to find out where my order was and what was going on. I Called Beyond menu for a refund. They were rude unhelpful and didn't have proper procedures to confirm my refund. They asked for emails of my front door which I supplied. Then they had the gall to ask again for more pics which i again supplied. Whatever they are doing its illegal against the law harassing and are not following their own procedures put in place. This should be shut down and especially in my area we need people to be hired that speak English and can read. Beyond menu needs to be held accountable for their oversights, poor service, hiring practices and lack of accountability.

  Business Response

  Date: 03/29/2025

  Dear Mr. *********************** you for reaching out and sharing your concerns. We sincerely apologize for the inconvenience you experienced with your recent order through Beyond Menu.
  
  We understand how frustrating it must have been not to receive your order as expected. As a marketplace platform, we partner with third-party delivery services, and while we expect drivers to follow customer instructions carefully, we regret that this did not happen in your case. We are actively reviewing this matter with our delivery partners to prevent similar issues in the future.
  
  We want to assure you that we take customer concerns seriously and that's why we would like to thank you for answering our call  directly to clarify the misunderstanding and confirm that your refund has been processed. We regret any frustration caused by the verification steps during your initial conversation with one of our customer support representative, as they are in place to ensure accurate resolution of such issues. However, we recognize that the process should be as seamless as possible, and we appreciate your feedback as we work to improve.
  
  We appreciate your patronage of Beyond Menu for your online orders, and we hope you will still consider giving us the opportunity to rectify this situation with your next order. Should you have any further concerns or inquiries, please feel free to contact us at **************.
  
  
  

  Customer Answer

  Date: 03/31/2025

   
  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:07/10/2024

  Type:Billing 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 wanted to place an order thru a restaurants website but their ordering platform was closed. I called the restaurant and got a voice message saying they will send a link to your phone to place the order so I did that. I placed the order thinking I was ordering directly from the restaurant not knowing it was with Beyondmenu. I checked out and the only dollar amounts given were the food $ amounts, the delivery fee of $6.98, the tax and the tip. An order confirmation was sent to my email from Beyondmenu that list a Surcharge fee of .92 and also a Support Local fee of .99. These amounts were not listed when I placed the order and checked out and I want them refunded. A $6.98 delivery fee and a tip is more than enough. They should not be allowed to charge the extra fees of a surcharge and a Support local fee without letting you know when you checkout. This is MISLEADING!

  Business Response

  Date: 07/12/2024

  Hi *******************************,
  
  We hope this message finds you well!
  
  We wanted to take a moment to address your recent concerns and provide some clarity on the situation. First and foremost, we want to assure you that the website where you placed your order on July 10, 2024, is one of the online websites of the restaurant. We work closely with them to manage their online orders, so you can trust that the service is reliable.
  
  Regarding the charges on your order, Weve included a screenshot of the checkout window for your reference. In the screenshot, youll notice an information icon (i) next to Taxes & Fees. By hovering over this icon, you can see a detailed breakdown of any taxes and additional fees applied to your order. This information is also sent to customers via email, which as per your message, you have received. The same information icon is seen when you use your mobile phone to place an order.
  
  We hope this helps to clarify any questions you had about the charges. We also tried reaching out to you by phone to discuss this directly, but unfortunately, we werent able to connect. We're happy to let you know that we have spoken with the restaurant about your concerns, and they have agreed to issue a refund for the surcharges.
  
  If you have any more questions or need further assistance, please dont hesitate to give our customer support hotline a call at **************. Were here to help!
  
  Thank you for your understanding and for being a valued customer.    

• Initial Complaint

  Date:02/08/2024

  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.

  On Feb 1 2024, I placed an order on beyond menu to *************, Upon arriving at the restaurant, they stated that they never received the order. So knowing that i needed the food for my family, i showed the confirmation email and they proceeded to prepare my order where i had to pay again! I then called beyond menu and they told me that they order had been cancelled on their end ( i even have the email stating this) and that i will receive a refund. Well after 3 days, the payment that was pending still processed and now i am out double the money. I called today 2/8/24 and was told that they had to review with the "front office" and that i will get a call back. I am not holding my breath after reading these reviews. Seems like they just go back and forth blaming others but not taking accountability. How is this service still open? So sad that they steal from poor people that are struggling.

  Business Response

  Date: 02/23/2024

  Hi **************,

  We sincerely apologize for the delay in canceling your order and assure you that it was unintentional on our part.Upon review, we have been notified by your bank of a dispute regarding the charge of $58.55 for your order. We wish to inform you that we have promptly acknowledged and accepted this dispute on our end. Consequently, your bank will initiate the refund process for the mentioned transaction. Enclosed, please find screenshots confirming our acceptance of the dispute. We have also sent you an email containing the same information for your reference. We appreciate your patronage of Beyond Menu for your online orders, and we hope you will still consider giving us the opportunity to rectify this situation with your next order.Should you have any further concerns or inquiries, please feel free to contact us at **************.

• Initial Complaint

  Date:07/24/2023

  Type:Billing 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 7/23/2023 my card information that is stored in the system for beyond menu has been compromised. Someone in ********** placed a company order to Mochi Tea for 177 dollars. This is actually the second time I've had to call my bank to replace a card because of this site. So now I'm filing a complaint. This is not okay. I have reported the charges as fraudulent and I let the store in ********** know the charges were fraudulent. You folks need to fix that. There are hackers stealing people's payment methods and stealing money from hard working people and they are using your apps and website to do it. I will no longer be using the beyond menu app or website. I can't afford to have people steal money from me that I work hard for.

  Business Response

  Date: 07/27/2023

  Hi Ms. ************* hope this message finds you well. We are writing in response to your recent complaint regarding the unauthorized charges made to your card through the Beyond Menu system on 7/23/2023. We are sorry for the inconvenience and frustration this situation has caused you and assure you that we take your concerns very seriously.

  At Beyond Menu, we prioritize the security and safety of our customer's information, and we are committed to investigating this matter thoroughly. Please know that we have already taken immediate action to address the security breach and to prevent any further unauthorized access to our customers' data. We have conducted a comprehensive review of our security measures and rolled out a fix for this issue on the latest version of our app which can be downloaded from the app store.

  Regarding the fraudulent charges of $177 made to Mochi Tea, we are glad to hear that you have already reported them to your bank as fraudulent. We highly encourage our customers to report any suspicious activities to their financial institutions promptly, as it aids in the resolution process. To further assist you, we initiated a refund for the unauthorized charges. Our team also tried to reach out to you directly to coordinate the refund process and ensure that you are made whole for the amount that was wrongfully charged.

  We take our customers feedback seriously and strive to provide a pleasant, secure, and reliable online order experience to our customers. We thank you for your support to the local restaurant and the feedback to help the enhancement of the services. If you have any additional concerns or require further assistance, please feel free to contact our customer support team at **************. Thank you.

• Initial Complaint

  Date:07/18/2023

  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.

  I placed an order on BeyondMenu.com for delivery from PB Pizza. My order never arrive. The driver was somewhere down the street and would not bring my food into the **** I went to the lobby and waited as requested and he never arrived. I contacted BeyondMenu on 7/6/23 and informed them of the issue. They stated the restaurant wouldn't refund it. I spoke to the restaurant today 7/18/23 and was told that BeyondMenu "sent DoorDash" to deliver my food and they had nothing to do with the delivery. BeyondMenu told me on the same day that the restaurant was not set up for 3rd party delivery and that the restaurant used their own drivers. I tried to coordinate with the restaurant and was yelled at by a man and told to "go f*** yourself." BeyondMenu told me the money was sent to the restaurant and they can't refund **** did not get my food. I did business with BeyondMenu, not PB Pizza. I didn't get what I paid for and my money needs refunded by BeyondMenu - as that is who I paid.Order number ********

  Business Response

  Date: 07/19/2023

  Hi ****************,

  We understand your concern and investigations have been conducted accordingly.
  
  Our restaurant partner who was the party responsible for order fulfillment confirmed with solid evidence that the order had been delivered. Our restaurant partner strongly opposed the refund request.
  
  Therefore, we suggest you report the issue to the payment issuance entity to settle this dispute.

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20342027
  
  I am rejecting this response because: there is no proof it was delivered, because it was not. You indicated to me that the front desk confirmed it delivered, but that is just not true. The driver told me he was down the street - and would not come into the lobby. So its impossible that the front desk was even the slightest bit involved as I was standing in the lobby calling him. See attached screenshots of my texts with the driver.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/21/2023

  Hi ****************,

  We are sorry to hear that you do not accept our initial response, however, our restaurant partner strongly opposed the refund request for the same reason indicated in our previous message.

  Since you mentioned you have proof that it was not delivered, we suggest you dispute the charge with your issuing bank. The bank will then also ask our merchant to present their proof and decide on the settlement of this dispute.

• Initial Complaint

  Date:05/07/2023

  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.

  I placed an order on BeyondMenu.com for chinese food from *************** I got to the store and I was told I hadn't paid, despite entering my card information on the BeyondMenu website. I spent 20 minutes trying to communicate this with the woman who didn't speak very good english that I had already paid and finally gave up and left. I emailed BeyondMenu and requested a refund because I paid and didn't get my food. They said they could "cancel my order" but couldn't refund me. The store said I need to contact Beyond Menu for a refund. I'm being ran in circles. I need my money back because I didn't get my food that I paid for. At minimum, BeyondMenu should contact the store and get my money refunded since the company I gave my payment information to was BeyondMenu, NOT the restaurant. My business was done with BeyondMenu and as a result they should be who I deal with for problems.

  Business Response

  Date: 05/16/2023

  Hi ******** and ******,
  
  We understand you would like a refund on the order placed last 4/18/2023. We have verified your concern with the restaurant involved, and as per our validation, the restaurant provided you with the order after the payment had been processed at the store. The order you placed online is not a prepaid order which means the restaurant would still need to process the payment at their store for them to provide the order. For such cases, the only way for ** to process the refund is for the restaurant to reverse the charge they made, so we coordinated your request with them. The owner has tried to process the refund on their end, but it failed. Their bank can't process the refund anymore. Unfortunately, we cannot do a refund on our end since we did not process the transaction.
  
  For the inconvenience that this may have caused you, we would like to offer you a $45 BeyondMenu coupon that you may use on your next online order with **. Please be advised that the coupons will only work on restaurants using our online ordering service, and the coupon needs to be set up before you can use them online.
  
  Please feel free to contact ** via email at ******************* or call our customer service hotline at ************** for the name and address of your preferred restaurant for ** to set up the coupon. Thank you.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20029507
  
  I am rejecting this response because: BeyondMenu was NOT authorized to provide my credit card information to a 3rd party. I did business with BeyondMenu, NOT the restaurant. It is a lie that the business tried to process my refund. Their bank would not 'not' be able to process the refund. Banks, at any time, can process refunds. I do not want you $45 credit because I will not be doing business with BeyondMenu after this. You cannot be trusted with my credit card information. Since they "tried" to refund me, that means they have acknowledged they owe me $45 and were willing to refund it. I have told you via text and email that I can be mailed a check. You, or the business, can send me my refund via mail via check or cash if the business wants to pretend they don't have access to checks. The business did NOT provide me my food. I have witnesses to this because it was incredibly embarrassing to be there and ask for my food, say I paid for it, then look like a liar. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/17/2023

  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.

  So I ordered via beyond menu. Which I thought was legit. I paid for it and sent my son to the restaurant to do my pick up and they said they couldnt give me my food because I didnt pay for it. I have all receipts. That website is not legit. Run me my refund please.

  Business Response

  Date: 03/18/2023

  Hi Ciera,

  We apologize for the inconvenience you experienced when placing an order using our website. We understand that you would like a refund on the withheld amount of $20.54 on your debit card for the order you placed for Panda House on our website, and we would like to clarify the misunderstanding on this matter. 
  
  Our record shows you called our customer support hotline to report this matter, and per our system, the order you placed did not go through, as there was no transaction record on our end. The customer support representative informed you that the withheld amount is a pending charge that is automatically done by your bank since it's an online transaction but will eventually be released by your bank.
  
  As much as we would like to help you do a refund for the said charge on your debit card, since there's no transaction record on our end, we cannot process a refund. We can do a refund on confirmed orders accompanied by an order number automatically sent to customers who have placed an order using our website. We have attached a screenshot of the email that our customers would receive for confirmed orders for your reference.
  
  We have also tried calling you to explain this further but have failed. We hope this message clarifies the misunderstanding on this issue, and we look forward to serving you in the future. If you need further assistance, please don't hesitate to call our customer support hotline at **************.

• Initial Complaint

  Date:02/15/2023

  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.

  I had a beyond menu restaurant for a long time now and they give you h*** trying to update direct deposit funny thing I never was receiving direct deposit I just want to enroll with direct deposit you call them they tell you they going call you about your money worst department ever and not that they tell me Im not the owner of the reathen whos the owner .

  Business Response

  Date: 02/18/2023

  Hi,
  
  We want to dispute the complaint filed by a particular person named **********, who claims he's the owner of the restaurant ********* located at ********************************************************************* 21075.
  
  Just to let you know, the person who filed the complaint is not the restaurant's owner. It has been confirmed with the actual owner of the restaurant, ************, who confirmed they don't know anyone by the name "Cho Son" and don't know anyone related to their business using the phone # ************.
  
  The person who filed the complaint has also contacted us using the following phone numbers *****************-988-7811, ************, and ************. They have also been sending us emails using ********************* and **********************, which contain a void check requesting that the restaurant account be turned to prepaid and the money deposited to the account they provided.
  
  Just so you know, the store's account with BeyondMenu is currently on a non-prepaid basis, which the actual owner requested, which means they want BeyondMenu to avoid collecting any payment from their customers. The owner wants BeyondMenu to send them a monthly bill for the owner to pay.
  
  But these people who are posing as owners of the restaurant wanted to scam the owner and BeyondMenu. The scammers wanted to change the account setup from non-prepaid to prepaid so that BeyondMenu could start charging customers who placed an online order and remit those customers' payments for the restaurant's online order to the scammer's account. Little do they know that for any significant changes on the account, BeyondMenu does a thorough verification and would require us to contact the owner directly, which stopped the scammers' plan.
  
  We hope this helps clear up the situation, and we hope the complaint will be removed from our profile. Should you have further questions, you may call us at ************** and look for ***********************. Thank you.

• Initial Complaint

  Date:12/30/2022

  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.

  I just wanted to order a little bit of food with a gift card I got for the holidays and when I went to check my remaining balance after the order I noticed the charge was actually more than what the order price was. I don't know why it's more but I am thoroughly upset that there would be an invisible extra charge magically added to the order without my knowledge. If this was simply a tech or user error I apologize, but when I get charged for an amount I expect it to be that amount.

  Business Response

  Date: 01/01/2023

  Hi *****, 
  
  We understand your concern about this issue and would like to clarify the excess charge on your gift card. Upon checking, our system only charged your gift card exactly $15.40 for your online order. The extra amount of $3.08 is what we call "Tip Tolerance" which happens when consumers use credit card-branded gift cards at businesses where gratuities are expected, such as restaurants or a salon. The bank treated BeyondMenu as a restaurant, automatically pre-authorizing an extra 20% above the bill amount to ensure the gift card had enough balance for a tip. Once they process the final amount for your order with no added tip, the charge will show the exact amount of the order, and the pre-authorized extra 20% amount will eventually go back on the card as an available balance. 
  
  We hope this explains the issue regarding the extra charge. We also want to thank you for receiving our call yesterday to clarify this matter over the phone.