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Business Profile

Restaurants

Noodles & Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

Customer Complaints Summary

  • 37 total complaints in the last 3 years.
  • 8 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:06/28/2023

    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 given a $25 digital gift card for Noodles & Company that was purchased on May 13, 2023. When I tried to claim the gift card, there was no offer code included, which is required in order to use the digital gift card. I attempted to get the card resent twice from the website, which did nothing because the offer code was still missing. I contacted the customer support twice, who were unable to access the offer code. They were only able to re-email the digital card and I even shared 2 additional email addresses with them, in case there was a problem with my email. However, no emails have come through. I was told that they would escalate the issue and someone would contact me, but no one has. I also submitted a complaint to Guest Relations through the Noodles & Company website, and while I received an auto-reply to confirm the complaint was received, no one has contacted me to resolve the issue. I specifically requested that a representative call me, as it was clear that emails sent from Noodles & Company were unreliable. Included with this complaint is a receipt for purchase and copies of emails requesting a resolution. I have spent a considerable effort and time to get this resolved and am shocked that they are so unwilling to resolve what is really a simple matter.

    Business Response

    Date: 06/29/2023

    We have responded to this guest via email to resolve the issue. Thanks!

    Customer Answer

    Date: 06/29/2023

     
    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:06/05/2023

    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.
    This company sold me a digital gift card without a *** number. Without the *** number, the digital gift card cannot be added to my account or used to pay for orders at checkout. They sold me an unusable product. I have contacted customer service multiple times and they have not resolved the issue (I just checked and I emailed their customer service on 6 different dates). Unfortunately this transaction is now too old to dispute with my credit card company. I thought Noodles & Company was a fairly reputable company so I never thought I would have this kind of issue while attempting to purchase a gift card from them. I consider what they did theft because they charged me for a digital card that I have no way of using and they have ignored repeated requests to resolve this issue. I have wasted so much of my time attempting to get this relatively small gift card because I find it so wrong on principle. I have never had such a problem with customer service or not receiving goods that I have paid for ever. Noodles and Company is a place I have gone to since I was in *********** (over 15 years at this point) and I have no interest in ever going there again. Horrible business practice.

    Business Response

    Date: 06/06/2023

    Hi There! We apologize for the trouble that this has caused. Our guest relations team just reached out via email once again to provide clarity. We should have the issue resolved there.

    Customer Answer

    Date: 06/07/2023

     
    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.

    I still dont find it acceptable that it took months of reaching out & messaging this companys customer service to get the pin I needed for my digital gift card (it was sent to me with just the gift card number only/no pin & therefore unusable). However, they said IT would look into why the pin was not included and finally wrote to me with the pin after my ******************** complaint so I guess I am satisfied with that resolution. I do wonder how many other people this has happened to and I hope they resolve this issue for other customers. 

    Sincerely,

    *****

  • Initial Complaint

    Date:05/15/2023

    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.
    4-8-2023 around 4PM went to *****************************************************. Ordered buttered noodles. Returned meal as noodles not cooked. Upon meal being returned to me there was an employee hair. Anorexic & hadn't eaten all day. Food returned in this manner made myself & significant other nauseous. Significant other attempted to ask for refund team lead refused to produce manager when he handled uncooked noodles issue. The pretty much all employees claiming manager/supervisor title. One female attempted to execute unacceptable verbal tactics etc.. This infuriated me. I told her I not only have eaten at Noodles & Company for years but also previously worked for the company in 2 separate states. Never had I seen & or experienced such poor customer service, food quality etc..

    Business Response

    Date: 05/16/2023

    Hi There! Our guest relations team has responded to this guest via email directly to resolve the issue. Thanks!

  • Initial Complaint

    Date:01/23/2023

    Type:Customer Service 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 went to get some food from noodles and company when I went I had got a bowl of pesto pasta with parmesan chicken on top and it was burnt when I got home i immediately called back up to the store I talked to the manager on duty and she say bring it back but it was late and so I said I can bring it in the morning so I did and the manager which is the Gm of the store told me I went home and cooked it and than I brought it back he say his team did not give it me like that strike one than he goes to take my food that I brought in back and say he not giving me my food back that I brought in or no refund.For one you never was supposed to take my food back that I brought from home .he took it to the back than come back and I'm not giving u no refund or nothing he goes to say call guest service than he pull out his phone showing me pictures of the food I brought back talking about he didn't sell me that he was very unprofessional he made matters worse I'm not the only one that was complaining but this need to be addressed so many bad health codes he broken just but taking the food I brought in and he took it and never gave it back .

    Business Response

    Date: 01/24/2023

    We have corresponded with this guest multiple times, as have our operations teams. After numerous comments from this guest about inaccurate orders, even after we verified each of those times that the orders were made correctly, it seems that we are unable to meet their expectations. We have call logs from one of our locations showing this guest calling 20+ times within an hour to harass the team as well. At this time, we are unable to assist this guest with their issue and wish them best.

  • Initial Complaint

    Date:01/17/2023

    Type:Delivery 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.
    0n 1/15/2023 I placed a delivery order as the 1st time guest of noodles and company. However the order I received either wasn't mine or was completely lacking in all meat and the noodles were not even gluten free I attempted to reach out the restaurant who denied a refund because doordash supposedly to will not refund this order even though I placed it directly on noodles.com and it's more the restaurants fault than the delivery company's

    Business Response

    Date: 01/19/2023

    We have located the guest's comment within our systems and will be reaching out to them directly via email for resolution.

  • Initial Complaint

    Date:12/13/2022

    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.
    See my complaint sent to Noodles & Company on 12/07/22 with no reply.I am writing to you about a serious incident that occurred on the sidewalk in front of your new ***********, *** ** location at *****************************************************************************. Last night (12/06/22) at 6:30pm I was at the location to pick up an online order from a neighboring store - Chipotle in which I needed to pass your new location that is not opened yet but was filled with people I assume for a pre-opening meeting and instruction. Interested to see what type of restaurant would be opening as I had not heard of your company previously - wasn't sure if you served Ramen or just ************** I looked into your store as I walked to Chipotle. Unbeknownst to me, there was a large wooden pallet blocking the sidewalk and I immediately tripped and crashed to the ground. Obviously, one of your irresponsible employees carelessly left this item on a busy sidewalk - I happen to be the poor victim who got hurt. Being ************************************************************************************************************************************** public was that no one came to my aid or inquired if I was okay - including numerous employees of your company who saw me fall though the large glass window. After a minute or two, I managed to pick myself up, again feeling embarrassed at the moment but completely out of breath from the pain - I proceeded to Chipotle to pick up my order. I was in Chipotle for only 2 minutes to collect my order only to find that the large wooden pallet was mysteriously gone. This confirms that not only did your staff know they were negligent by leaving that item in a dangerous location in a high traffic area, they saw me fall from their negligent behavior, didn't extend any assistance for an injury they caused and tried to cover it up my removing the item that caused the injury.When I arrived home - I went right to bed feeling pain in my knees, shins, back, hips, wrists and hands that I used to break my fall. My body was actually shaking from the pain. I have bruising on my knees and my shins are swollen with a huge hard lump that is very sore. I am attaching photos for your review as today it is even more painful to walk. I am requesting to hear back from someone from your organization regarding this serious matter. I may need to seek medical treatment and possibly legal council.

    Business Response

    Date: 12/16/2022

    We are communicating with this guest via email to resolve the issue. Thanks!

  • Initial Complaint

    Date:11/22/2022

    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.
    The general manager at the **** Valley Location was highly unprofessional when I asked her if they were still doing interviews. The doors were locked, there was a sign on the door claiming they would be opening later due to issues, and upon asking if they were still conducting interviews she had the gall to get smart with me claiming theyve been open since 7:30AM and asking me where I am. Its a yes or no question and she decided to be extra. I hung up because at this point ** getting angry. It was DARK inside and the doors were locked so how is that the case that they were in at 7:30??? And why the matter of fact attitude? There was even a customer outside who turned away due to the place BEING CLOSED. Then she gonna get smart with me and rudely correcting me because i misread the word maintenance thinking the place was closed due to managerial issues. Im ****** that I had my time wasted on my job search and I would really like to know if there will be any sort of repercussions for her nasty, rude behavior towards prospective employees ASKING A SIMPLE QUESTION.

    Business Response

    Date: 12/06/2022

    Hi There! Our regional manager reached out to this individual on 11/22/22 to inform them of this being addressed with our restaurant team. The guest has demanded we share the resolution with them and we informed her that we do not discuss internal disciplinary actions with external individuals. We feel that no additional information is needed at this time. Thanks.

  • Initial Complaint

    Date:11/20/2022

    Type:Delivery 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.
    On 11/20/2022, I ordered 2 regular sized pastas (mac and cheese and pesto cavatappi) with gluten-free noodles due to a gluten allergy. I also ordered a regular drink (Sprite). The order was placed directly through the Noodles website, but when the order arrived, the pesto cavatappi had regular noodles (with gluten) and there was no drink. There was also no way to note this error online or through the delivery confirmation.

    Business Response

    Date: 11/21/2022

    Hi There! We responded to this guest via email and will resolve there. Thanks!

    Customer Answer

    Date: 12/01/2022

    Hello,

    I am so sorry I missed the 7 day window, but I wanted to provide an update on my complaint. A representative from Noodles reached out and both refunded the order and provided a gift card. They were very apologetic about the situation and I feel very reassured by their response that they're working to make sure allergies are taken seriously in orders. Thank you for your help!

    -*****

  • Initial Complaint

    Date:11/19/2022

    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 Just purchased my food AND IT CAME WITH A HAIR!!!! This is extremely unsanitary and unprofessional! We come here to eat food and expect food that is clean and sanitary!

    Business Response

    Date: 11/21/2022

    Hi There! We responded to this guest directly over email and will resolve with them there. Thanks.

  • Initial Complaint

    Date:11/14/2022

    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.
    Hello, I have visited the ************ Noodles and ** on many occasions. 3 of the last 4 times I have gone to the location there has been an issue with my drink due to the **ca **la machine being broken. Twice I just did not receive a drink I ordered and paid for. The third time only a small number of selections were available so I didn't get the drink I ordered. Employees in store can do nothing. They have no authority. Can someone A) Refund the drinks I did not get which I have paid for B) Fix the **ca Machine?

    Business Response

    Date: 11/18/2022

    Hi There! We have emailed this guest directly to resolve the issue. thanks!

Noodles & Company is NOT a BBB Accredited Business.

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