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Business Profile

Restaurants

Bonefish Grill

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

This profile includes complaints for Bonefish Grill's headquarters and its corporate-owned locations. To view all corporate locations, see

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Bonefish Grill has 153 locations, listed below.

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    Customer Complaints Summary

    • 16 total complaints in the last 3 years.
    • 10 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:04/18/2025

      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 ate at Bonefish tonight. Ive gone many times before. I had a *********, bang bang shrimp and corn soup.The corn soup was cold. I tried it but only had a few bites and I ate a few of the shrimp. I noticed something was off when I tasted the shrimp and chowder.I informed my server but she said nothing was microwaved, it was fresh and was just made.I informed her that I have ordered each of these items before, but they tasted very strange and not fresh.After I finished my meal, I threw up and had explosive diarrhea: I contacted the health department as I became sick off of the food I had at your store.I am requesting a refund as I had 5 bites of my food, notified my server of the strange taste, and then still processed to vomit and have diarrhea.

      Business Response

      Date: 05/05/2025

      Hello,

      The franchise manager has connected with the guest and resolved with a refund. 

      Thank you,

       

      Guest Relations

    • Initial Complaint

      Date:04/15/2025

      Type:Billing 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.
      We had lousy service, but still left a small cash tip. When the charge cleared my account $10 had been added to the bill. We DID NOT authorize this! It was a lackluster experience at best and someone took the liberty of tipping themselves.

      Customer Answer

      Date: 04/29/2025

      Bonefish Grill did not reach out to me, rather I had to call them. I was reimbursed the cost of the meal and the $10 "tip" the server decided to add. Still, not a good experience.

    • Initial Complaint

      Date:03/24/2025

      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.
      My fiance and I had one of the worst dining experiences ever. Our waitress from the very beginning was all over the place and extremely un-attentive. She made many mistakes and never brought the club soda I ordered. Only regular water. She barely came to check on our table and when she did, she took forever to do so. She was slow, unprofessional, had lack-luster regard, delivered a half cold entree, forgot our dessert, and we had to wait another 15 minutes to get the rest of it. She hovered over us to see if we would give her a tip and that made us feel like we had to for her bad service. She let us know she was there only 3 days and seemed to know she was not a great waitress and did not provide us great service. After thinking it over, her service was terrible and the food was not that good, either. For this reason we are requesting a full refund for $94.68. Check number 0141. No coupons or gift cards, just a full refund including the tip. Attached to this complaint is the receipt before the tip. This happened on 3/15/2025.We did email corporate about the issue and they responded saying they forward our comments to the regional manager who oversees the restaurant but we have yet to hear anything else. We emailed them that night and received the response (from Ami) on 3/16/2025, but nothing since and no confirmation of a refund.Thank you.

      Customer Answer

      Date: 04/07/2025

      We did hear from the Bonefish Grill in question and the manager apologized, refunded our money, and sent us numerous gift cards. She was very kind. We consider the matter closed.

    • Initial Complaint

      Date:02/25/2025

      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.
      See attached documentation
      Have contacted Brad M***** several times - spoke to his associate, Rachel, who is a supervisor who has been a wonderful liaison between Brad and myself.
      On January 27th, I did speak to Brad and came up with a sulution - however, it’s been MORE than two weeks and Brad HASNOT DELIVERED.
      I’m not calling and more.

      Customer Answer

      Date: 02/22/2025

      I have not heard from the business in response to my complaint.
      This has been the issue - NO FEEDBACK from BRAD M***** manager. I have called Numerous times and spoken to Rachel (supervisor) who has relayed my messages to BRAD. The one time I was able to speak to Brad, we did come to a resolution. To date, BRAD M***** has not delivered.

      I will try to get in touch with BoneFish headquarters in Tampa - MAYBE I can get this issue resolved.

       

      ***** ************ 

       

      Customer Answer

      Date: 03/04/2025

      Concerning complaint # ******** - RESOLVED 


    • Initial Complaint

      Date:01/31/2025

      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.
      My husband and I went there for dinner Saturday 1/25/2025. Our waitress introduced herself as ****** brought us our drinks and bread and soon after, the soup we ordered. The table sitting to my direct right of a man and wife received there entrees and were very upset that they had waited an hour and the manager who delivered their food acted very flip about the fact that it had been that amount of time. Eventually this experience monopolized our waitress and since food wasnt prepared, she stopped returning to our table. In order to get her attention, I turned around and apologized for interrupting the table behind us and asked for more bread. At that moment she seemed angry and ashamed that I was calling her out for not returning by the look on her face. She brought the bread angrily and I asked if our food would be ready shortly and her response was like I just asked for her for her baby. She got huge eyes and replied, "they should've told you when they sat you that service is delayed!" I said who should've told me and she said the host, and I replied ***** said anything. I said you aren't even full tonight as I looked around and she said "we had someone fall earlier and leave in an ambulance so the staff is a little rattled." I replied "oh ok." Even though I didn't think that was a valid response or tone regardless. Dinner was delivered and the seafood sauce on my tenderloin was cold. I sent it back and got 1/3 the sauce back when it was returned so they must've scraped it and microwaved and it was rue based and it shrunken. My husband acted uncertain about chicken but when we got home he cut it up and it was raw. I emailed through contact form immediately and didn't hear back so I called them 6 days later and spoke to a female who offered $50 in giftcards which i declined stating i don't want to return.

      Business Response

      Date: 03/11/2025

      Hello,

      The Regional Manager has attempted to contact the guest by phone and email. Our team is happy to assist the guest once a reply is received.

      Thank you,

      Guest Relations 

      Customer Answer

      Date: 03/22/2025

       
      Complaint: 22884441

      I am rejecting this response because:
      No messages have been left by management regarding the attempts to contact my cell phone and no emails have been received aside from this response.
      Sincerely,

      *** *******

      Business Response

      Date: 04/16/2025

      Hello,

      Our team has attempted to contact this guest and we are requesting alternate contact information.

      Thank you,

      Guest Relations

      Customer Answer

      Date: 04/27/2025

       
      Complaint: 22884441

      I am rejecting this response because:
      I don't believe they've attempted any contact at all simply because the phone number listed is my cell phone, with voicemail and again I am reiterating that NO messages have been left if a call was made when I was unavailable. Phone number and email are as stated no others to list....

      ************ 

      **************************** 


      Sincerely,

      *** *******

      Business Response

      Date: 05/09/2025

      Hello,

      Our Regional Manager has reached out via email and phone. At this time, we are awaiting a response.

      Thank you,

      Guest Relations

    • Initial Complaint

      Date:01/13/2025

      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 bought a gift card and the advertisement said a $10 bonus was included. talk with two reps the 1st (*******, **************** Specialist) said they would send it, but never arrived through email. THe last rep (******, **************** Supervisor) said I did not put the promo in I have attached the screen shot of the advertisement had no promo. this was her reply The promotion required a promo code be added at checkout to receive the bonus cards, if you do not have the promo code, then unfortunately your order is not eligible for the promotion. ******, **************** Superviso

      Business Response

      Date: 01/13/2025

      Hi *******,

      I apologize for the inconvenience this has caused. On behalf of Bloomin Brands, I would like to extend our appreciation to you for your purchase of the gift cards. We value you as a loyal customer and thank you.

      I will be happy to investigate your gift card purchase. I have sent you an email from *************************************** to further assist with your purchase. We will be more than happy to assist you there further, we have requested additional order information so we may locate your purchase.

      Again, I apologize for the inconvenience. Thank you for your patience and understanding.

      Sincerely,

      Gift card team

    • Initial Complaint

      Date:10/04/2024

      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.
      If you look up my Dine Rewards status under phone number ************ or email: ****************** you will see that I am a very loyal frequent visitor of Bonefish Grill locations. Therefore, I should be very aware of the specs in how food is served and portioned. I have visited the Bonefish location at *************************** *************************************************** Twice now I have ordered the family bundle of Salmon. I am used to other locations placing the salad/salmon/sides in a large tin foil container. However; this location is placing everything in small square take out containers, this includes what is supposed to be a family size salad. This location puts a salad in a small square container with two small souffle cups of salad dressing. This definitely needs to be discussed with a district manager. It seems that this location is ripping customers off for what they pay for, especially after paying $70.00 for the family meal bundle.

      Business Response

      Date: 10/25/2024

      Hello,

      This issue has been resolved by our Regional Management.

      Thank you,

      Guest Relations

      Customer Answer

      Date: 11/01/2024

       
      Complaint: 22378456

      I am rejecting this response because:

      On 10/24/24, ****** at the business thanked me for pointing out an error at one location using the wrong packaging for the last several years.

      On this date, claimed they were mailing me passes. As of this writing, this has not been received.

      Sincerely,

      ***** *****

      Business Response

      Date: 11/06/2024

      Hello,

      Our Regional Manager has followed up with the guest to track where the compensation has been mailed and rectify the issue. 

      Thank you,

      Guest Relations

      Customer Answer

      Date: 11/06/2024

       
      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:09/03/2024

      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.
      Visited a Bonefish Grill location on 8/12/24 and placed an order for a party of two on the dine and discover menu. The company was running a promotion that you would receive a $10 dine rewards credit on 9/1//24. I received an email on 9/1/24 claiming the $10 reward was in my wallet until 9/15/24. However; upon logging on online to my Dine Rewards account, the $10 is not showing up in my account. As of this writing, I have $20 in Dine Rewards credits on my account, with the added $10 mentioned above, it should be a total of $30. Thank you

      Business Response

      Date: 09/03/2024

      Contacted guest and addressed their concerns.

    • Initial Complaint

      Date:03/18/2024

      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.
      Date was 2/10/2024 I ordered two dinners for pickup and the meals were not cooked right I asked for Medium Well steaks I got rare they were ****** and blood rain into the crab cake meal was ruined couldnt save them my husband ended up ordering pizza and wings from dominos. It was a romantic dinner I planned. Next day I reached out to them because I was upset and it was late when this happen let them know what happen via contact feedback the manager called me-back offered gift cards to fix it I was like sure . Then he calls me back and says he doesn't have any he will refund me. I said ok he sent me an email said he had adjusted the order and refunded it. That money never made it to my card.. I contacted them and let them know. The last guy I talk to got nasty and was like there is no way I can track it down all we can do is press the online refund button. That refund never processed. I told them I had a gift card I used at pickup so the amount was different. They tried to refund me the full amount is why I believe I never received the refund. They tried to refund 57.84What came out my account was *****

      Business Response

      Date: 03/19/2024

      Guest has been contacted and concerns have been resolved.

    • Initial Complaint

      Date:01/09/2024

      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.
      Long story short a delivery through a third party ended up having an insect in our one beverage, it was sealed, so we know it is at the fault of BG.Third party gave like a third back which is fine, if I should go after them I will.BG took an initial phone call, they told me email them, I did, and nothing, would like the difference refunded, which is around $60 give or take.I have a picture if needed.

      Customer Answer

      Date: 12/16/2023

      Hello ******,

      Credit card, DoorDash, which one, or both?

      Whole transaction history behind both since a partial refund was given?

      Sincerely,

      ***

      Customer Answer

      Date: 12/19/2023

      Hello ******,

      Just emailed you.

      Sincerely,

      ***

      Customer Answer

      Date: 01/09/2024

      Hello ******,

      The ************************************************************************* location.

      Sincerely,

      ***

      Business Response

      Date: 01/09/2024

      Hello, 

      This notification is has been recieved by the incorrect location. It needs to be forwarded to the ********** location, or to the *********** in *****, **.

      Thank You, 

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

      Managing Partner 

      Bonefish Grill 

      *************,**

      Business Response

      Date: 01/22/2024

       I did speak with ******** and was able to resolve the issue.  I am mailing him certificates to make up for the issue and the third party delivery service returned a portion of his bill as well.

      Customer Answer

      Date: 01/22/2024


    Bonefish Grill is NOT a BBB Accredited Business.

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