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:02/17/2025

  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 February 14th I ordered via the mobile app from the Mr. Hero location at 741 Bank St, Lodi, OH 44254. I entered the gas station this kitchen is located in and proceeded to the counter and waited for my order, I noticed this location had put up privacy glass to block the view of the kitchen from customers which I thought was odd. We used coupon points for a free sandwich and ordered 2 others with the total coming to $33.96, I was handed my bag and drove home. When my wife and I got home and looked at what we were given we just laughed, the smallest sandwiches I have ever seen, this is NOT what we have received from many other north east Ohio locations we have ordered from through the years. The sandwiches looked to be made on hot dog buns you buy from the grocery store, the sandwich wrappers were not even Mr. Hero wrappers. I tried calling the store with no success. We paid full price for sandwiches (BTE steak and extra chicken philly) that are at least half or more smaller than normal.

  Business Response

  Date: 02/19/2025

  Mr. Hero contacted the customer the same day that they
  received the comment from the BBB on 02-18-25 at 2:19PM. We explained to the
  customer that the wrap paper has recently changed design and that the photo he
  attached was indeed the new wrap paper. We also apologized to the customer for
  the size of their sandwich, explaining the baking process that our bread
  supplier goes through. We explained that the bread is not baked in a pan, so
  there are potential size variations, though we do have an acceptable size range.
  The photos he attached showed bread that appeared to be below this acceptable
  range and we apologized for this. We assured him that we will be discussing
  this with the location so that they can make sure they are taking a closer look
  at their bread deliveries and their sizes. The customer indicated that he
  appreciated our quick and detailed response. To make things right with the
  customer, we asked if it was acceptable to gift his rewards account with points
  and redeemable offers so that he can get food replacements at a later time. The
  customer accepted this and appreciated our efforts to making this right. The
  last response with the customer was on 02-18-25 at 3:02PM 

• Initial Complaint

  Date:02/16/2024

  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 frequent this restaurant regularly and have in the many year I have been at my job. The last 3 times I have tried to use my debit card at this location I have been told it was denied. I have spoken with my banking institution and been told it is an error on the part of the business as the card had not been declined at any other establishment. The lady at the counter is newer and not the lady I have always had not issues with. This new lady never can get the coupons to work and seems to also have a problem running the register properly. I am livid and embarrassed that I was told my card was declined when IT SHOULD NOT HAVE BEEN. May be she needs to learn how to properly run the register. I WIL NEVER PATRONIZE THIS PLACE AGAIN!!!

  Business Response

  Date: 02/26/2024

  We contacted the customer
  immediately upon receiving the comment from the Better Business Bureau to see
  what location the customer visited. Upon investigating the allegations at the
  location, we discovered that the cashier and the manager of the location tried
  to enter the customer’s debit card by hand on the day of the customer’s visit.
  They were both unable to get the card to work. Our Regional Supervisor went to
  the location to investigate the machine and found that there were no issues
  with it. She was able to run her own debit card through our system with no
  difficulties. Other cards from other customers have been working at that
  location on the day the customer visited and since then as well. The Regional
  Supervisor has reached out to the customer and invited her to visit the store
  while the Supervisor is there to see if there is an additional security feature
  on her card that is preventing it from working. The customer has not responded
  to the Supervisor’s messages or answered her phone calls. 

• Initial Complaint

  Date:10/18/2023

  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 visited Mr. Hero Massillon location Store# 1214 on 10/16/2023 at 6:46pm Check# **. Upon arriving home after order in the drivethrough I noticed the store had forgotten one of the sandwiches I had ordered. I called the store, explained what had happen, and asked if I could come back to the store to get the sandwich. They advised that I would need to bring the entire order, along with the reciept. I drove back to the store with all of the food, and once again through the drive through. I again explained what happen, they took my bag of food, rummaged through it, and handed me the bag back and told me they would make the missed sandwich. I asked if I could at least have all the food made fresh as it had been sitting in the bag now with travel time for more than 20 minutes and it was all cold. The girl ( with extreme fake red hair) yelled into the store from the window " This fucking bitch needs to talk to someone else" She then looked back at the window telling me there was no one and that I would just need to take the bag of cold food they were making my missed sandwich fresh. I then again stated I spent a lot of money at their establishment, and I didn't think it was fair they requested me bring all the food back, and now I would have to eat cold food? Myles ( another worker) came over apologized and said they would make the food. Upon arriving home, there was grill scrappings and grease literally all over the bread, it was unable to be consumed. I called corporate, and they stated the owner wanted to extend a coupon for one free sandwich to be used at his location. These employees were extremely threatening, cursing, calling me names and making fun of me while I could over hear it all. This is how the owner is going to allow his employees to treat patrons? Threatening? Doing disgusting things to the food? The corp office wasn't willing to do anything about this other than a free sandwich at that location? The food was not edible.

  Business Response

  Date: 10/24/2023

  The customer contacted us on 10-18-23 to let us know what transpired at a privately owned franchise location. We documented her experience and immediately sent it to the corporate Regional Supervisor. The same day, 10-18-23, the Regional Supervisor got in contact with the customer to discuss what happened. The Regional Supervisor apologized and ensured the customer that they will talk with the owner of the location and discuss correct training methods. The Regional Supervisor then sent the customer a couple of free meals certificates for the customer's inconvenience. These were mailed out the next day, on 10-19-23. On 10-18-23, the Regional Supervisor spoke with the owner of the location about the customer's experience. He explained that the behavior exhibited is not how his employees are trained to handle customer complaints and that he would replace her food at any time. He also explained that he will discuss the matter with his employees to make sure that something like this does not happen again. On 10-19-23, we received notice that the customer contacted the BBB about the situation. 

  Customer Answer

  Date: 10/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  While I did talk with the regional management a coupon for a free sandwich was offered for the exact store that I was called names at, and had horrible unedible food. I declined the coupon offer at that time. I was not going to go back to an establishment where i was treated so poorly, and yelled at. I spent almost 50.00 in an establishment that I was unable to eat the food, bc of the poor quality. So a coupon for a free sandwich in my eyes was not justifiable. 
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the
  
  
  
  Regards,
  
  
  
  ******* ******