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Business Profile

Restaurants

Brinker International

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

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

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Brinker International has 297 locations, listed below.

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    Customer Complaints Summary

    • 132 total complaints in the last 3 years.
    • 38 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:11/14/2024

      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.
      I had a brand new chili's gift card and I scratched off the back of card right at the pick up cashier. It was for $25. I used another $25 gift card plus an$12.72 gift card that worked perfectly but the one that didn't work perfect said it was for $3.91. You can't buy a brand new gift card for chili's for $3.91. I tried calling number on back to get transaction history but it doesn't give you any . It only says gift card has $0 balance. I'm trying to file this complaint against the Brinker ************ because that is name on the back of card but it doesn't give an address or phone number other than balance info or lost/stolen gift cards. The chili's address on this complaint is the location I used the gift card. I have the receipt also. The manager at Chili's knows I scratched off gift card at register and gave me all the food without paying the $9.37. which would of left $11.72 on the gift card. So I'm looking for the $11.72 from Brinker ************* I can't figure out at this time how to upload a picture of chili receipt. I will once you respond.

      Business Response

      Date: 11/15/2024

      We will follow up with the guest to offer an amicable resolution.

      Customer Answer

      Date: 11/15/2024

      ****** complaint. I filed complaint with Brinker also and now they will email only my card transactions saying the card has been used before. I don't know how if I didn't scratch the pin # off until I got there but anyway I can't prove it's not me from months ago. Just cancel. I'm sick of the game rich company do 

      Customer Answer

      Date: 11/18/2024

      I have reviewed the business response and accept this resolution. Cancel complaint. I filed complaint with Brinker also and now they will email only my card transactions saying the card has been used before. I don't know how if I didn't scratch the pin # off until I got there but anyway I can't prove it's not me from months ago. Just cancel. I'm sick of the game rich company do

    • Initial Complaint

      Date:11/09/2024

      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.
      In regards to 9/14/2024 I placed an order for pick up at apopka vineland location for 3 for me...mac and cheese, trio and a chicken sandwich I went in to pick it up as soon as I ordered it because it was the white mac and cheese and my daughter wanted the kraft yellow machine and cheese.I asked the manager Al to switch the white mac to the yellow mac he said he could not due to inventory and was very adamant about losing out on a scoop of yellow mac and cheese...By then the food came out and I had to replace an order for yellow mac and cheese since my daughter did not want the white So the manager Al who is so concerned about inventory trashed the entire initial order instead of just replacing white mac with yellow mac.He is the worst manager ever and should not be in a position of management. He's telling me he's concerned with a scoop of kraft mac and cheese is going to break Chilis bank...Are you kidding me? Infact it's probably cheaper than white queso mac...Apparently he does not understand the logistics of throwing out and entire order than replacing with another item that likely cost 0.20 cents...How clueless can he be? And why is still employed there? He is the worst of the worst for a General Manager. He is of spanish decent and bald headed When I called they said his name is Al...hope that the description of him. The worst representation of Chilis. They need a manager that is compassionate and understanding of customers needs because at the end of the day we are the ones putting money in your pockets by coming back over and over and referring people. I am very appaled that they have this kind of GM working for Chilis that is very blatant and NOT customer service oriented.This is not about this again...I asked for a district manager to contact me and NO ONE ever did...this is about an enjoyable expirence at one of your dining restaurants and not about getting a free meal or voucher. I was hope something was done about this situation but I believe not.

      Business Response

      Date: 11/12/2024

      This complaint is associated with GET reference #*******. We have forwarded to the Director for a follow up. 

      Business Response

      Date: 11/12/2024

      This complaint is associated with GET reference #*******. We have forwarded to the Director for a follow up. 

      Business Response

      Date: 11/12/2024

      This complaint is associated with GET reference #*******. We have forwarded to the Director for a follow up. 

    • Initial Complaint

      Date:10/22/2024

      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.
      Good day, purchased two gift cards in the amounts of $100 and $50 dollars on 9-26 they were delivered electronically and when attempting to use them They had a zero balance. Chilies failed to secure the data and send me a viable purchase

      Business Response

      Date: 10/23/2024

      We will reach out to the guest to resolve.

      Customer Answer

      Date: 10/23/2024

      After contacting Brinker for the third time and copying the Better Business Bureau they have made it right. Apologies and thank you

    • Initial Complaint

      Date:10/17/2024

      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.
      I am writing to formally express my dissatisfaction with the experience my family and I encountered at your ********, ************** location on October 16th, 2024. The occasion was a special celebration for my fathers 60th birthday, and regrettably, the evening was marred by substandard service and discrepancies in billing practices. Despite our party consisting of 13 individuals, and the expectations for attentive service being proportionately high, this was unfortunately not the experience we received. Our server, ******, exhibited a lack of attentiveness which negatively impacted our overall dining experience. Additionally, the quality of the food served was notably below the standards I have come to expect from your esteemed establishment. Furthermore, I wish to address a significant issue concerning the gratuity automatically added to our bills. The policy, as per the *** ruling in 2012, indicates that a mandatory gratuity is classified as a wage, thereby providing the customer discretion in decision over such payments. We were assured by ****** that gratuities would be split equitably across two checks, with each reflecting a 9% gratuity. However, both checks reflected an 18% gratuity ($61.31 in total). This practice is in contradiction to IRS guidelines, and therefore, presents a legal challenge.Given these unsatisfactory circumstances, I respectfully request a full refund of the amount charged, which totals $244.27 (inclusive of gratuity). Failure to adequately address this issue will compel me to escalate my complaint through legal channels and contact the *** for further examination of your practices. Thank you for your prompt attention to this matter. I look forward to your response and swift resolution. Sincerely, Miata Natyke *****

      Business Response

      Date: 10/17/2024

      We are sending this over to our franchise partner to assist with the refund request. 

      Customer Answer

      Date: 10/18/2024

      I have reviewed the business’ response and accept this
      resolution.  As along as my refund is sent back to my card as agreed upon! 

      Customer Answer

      Date: 10/19/2024



      On October 18, I received a resolution from Brinkers International through the Better Business Bureau regarding my complaint. The resolution stated that I would receive a full refund by October 19, 2024. However, upon speaking with Area Manager Michael Leonardo, he informed me that the full refund, as previously agreed by the company in response to my BBB complaint, would not be issued. When I inquired about who instructed him to contact me, Mr. Leonardo mentioned that the Corporate Office had told him to do so, but he was unaware of the BBB complaint.


      Furthermore, Mr. Leonardo suggested that my experience differed from what was recorded on their cameras and implied that my request for a full refund was motivated by dissatisfaction with the gratuity. He also insinuated that my view of the service experienced by my family and me was inconsistent with his staff's feedback and their camera footage. Despite the IRS ruling in 2012, which establishes guidelines, Mr. Leonardo conveyed that the company adheres to its own practices, which resulted in the denial of my full refund.


      I request that this complaint remain open, and I intend to report the matter to the IRS, given Mr. Leonardo's assertion that the company does not comply with IRS guidelines. This communication is intended to formally document my complaint. Thank you for your attention to this matter.

    • Initial Complaint

      Date:10/15/2024

      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.
      Had dine in service at restaurant paid for bill manager says that the bill I paid was not the correct **** says I have to pay a different bill and he is going to refund me for the 1st bill I paid. When I checked my credit card 3 days later both bill amounts are on my credit card as posted purchases. I went back to the restaurant and spoke to the same manager and he says nothing he can do.

      Business Response

      Date: 10/15/2024

       We will reach out to the guest to obtain additional details and as soon as we hear back, we will offer an amicable resolution.

    • Initial Complaint

      Date:09/20/2024

      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.
      I placed a delivery order via Chilis mobile app for myself and my co-worker. When our order was delivered we received someone elses order. I contacted the Chilis location I placed my order with and they advised that they could not assist and that I should contact DoorDash. I contacted ******** at the phone number listed on the bottom of the receipt that I received. ******** advised that they could not facilitate a refund or assist with this matter due to the order being placed via chilis app. ******** was able to provide a contact number Brinker International, who they state is responsible for assisting with this matter. I attempted to contact Brinker International at the phone number provided and they are not accepting calls at this time. I am now out $40 for this order, all of these calls took up the entire allotted time for my lunch break at work, and the order I received I am unable to eat due to food allergies.

      Business Response

      Date: 09/23/2024

      We have a case for this guest, we will reach out again to resolve.

      Customer Answer

      Date: 09/24/2024

      I am rejecting this response because:   No one has contacted me regarding this complaint that was submitted 9/20/24, it is currently 9/24/24. 

      Business Response

      Date: 11/11/2024

      This guest was refunded on 09/25/24 and they were notified of the transaction. 

    • Initial Complaint

      Date:09/14/2024

      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.
      9/14/2024 I placed an order for pick up at apopka vineland location for 3 for me...mac and cheese, trio and a chicken sandwich I went in to pick it up as soon as I ordered it because it was the white mac and cheese and my daughter wanted the kraft yellow machine and cheese.I asked the manager Al to switch the white mac to the yellow mac he said he could not due to inventory and was very adamant about losing out on a scoop of yellow mac and cheese...By then the food came out and I had to replace an order for yellow mac and cheese since my daughter did not want the white So the manager Al who is so concerned about inventory trashed the entire initial order instead of just replacing white mac with yellow mac.He is the worst manager ever and should not be in a position of management. He's telling me he's concerned with a scoop of kraft mac and cheese is going to break Chilis bank...Are you kidding me? Infact it's probably cheaper than white queso mac...Apparently he does not understand the logistics of throwing out and entire order than replacing with another item that likely cost 0.20 cents...How clueless can he be? And why is still employed there? He is the worst of the worst for a General Manager. He is of spanish decent and bald headed When I called they said his name is Al...hope that the description of him. The worst representation of Chilis. They need a manager that is compassionate and understanding of customers needs because at the end of the day we are the ones putting money in your pockets by coming back over and over and referring people. I am very appaled that they have this kind of GM working for Chilis that is very blatant and NOT customer service oriented.

      Business Response

      Date: 09/17/2024

      We will reach out to the guest to obtain additional details and as soon as we hear back, we will offer an amicable resolution.

    • Initial Complaint

      Date:09/03/2024

      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.
      I placed an order on the Chili's app, Sunday 9/1/24. I received a call while on my way to pick it up stating they were out of two of the three meals I ordered and paid for. I was told they had to "contact corporate to process the refund". I reached out to Chili's and no one will return my call/messages. I was charged for three meals and only received one. I want a refund to fully cover what I never received, ASAP.

      Business Response

      Date: 09/03/2024

      We will reach out to the guest to obtain additional details and as soon as we hear back, we will offer an amicable resolution.

      Customer Answer

      Date: 09/03/2024

      I am rejecting this response because:   
      Info was provided to the business, still waiting for a refund.

      Business Response

      Date: 09/03/2024

      You have reached the corporate offices in ******, *****. We are unable to research your refund without the information that we requested. 

    • Initial Complaint

      Date:08/19/2024

      Type:Billing 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.
      Went Chili's on August 4th, 2024. My meal total came to $32.25. I paid with my Brinks debit card. The charge didn't hit my Brinks account until August 10th, 2024. I called the store, talked with 2 managers. One name ** told me it was my banks problem and hung up on me. I called back and spoke with another manager named *******. He investigated and said their Internet was down on the 4th, in fact all week. ******* spoke with his GM and DM. They told ******* to tell me there was nothing they could do about. I should have been told on Aug 4th that Internet was down and I would have paid cash. This overdrew my card on Aug 10th ( 7 days later) and I was charged $20 for the overdraft. I should be reimbursed for the meal and the overdraft fee.

      Business Response

      Date: 08/25/2024

      We will reach out to the guest to obtain additional details and as soon as we hear back, we will offer an amicable resolution.

      Customer Answer

      Date: 08/28/2024

      I do not have a copy of the receipt. The address, date of service was specified in the original complaint filed with BBB, **********, *******. I don't have anything else to give you. I could not locate the original receipt. Chili's has it. The manager at this location ******* found the transaction.

      Customer Answer

      Date: 08/30/2024

      I am rejecting this response because:  I do not have a copy of the receipt. The address, date of service was specified in the original complaint filed with BBB, **********, *******. I don't have anything else to give you. I could not locate the original receipt. Chili's has it. The manager at this location ******* found the transaction. 

      Business Response

      Date: 09/01/2024

      You have reached the corporate offices located in ******, *****. We ask that you respond to the Guest Engagement's email with the information requested. If the receipt number is not available, we have requested additional details to assist us in locating the check. 

      Customer Answer

      Date: 09/02/2024

      I do not have the original receipt. When I talked with the manager **************** told him that. He was able to find the transaction, receipt #. Of course he did not share that information with me. Chili's acknowledged that the transaction took place on August 4th 2024 and that the transaction was submitted until after the 5 days Chili's had to submit the request for payment on or about August 10th. I responded to this once before. I don't know why they are attempting to make this my responsibility. It's TOTALLY UNFAIR TO CHILI'S CUSTOMER 

      Customer Answer

      Date: 09/05/2024

      I am rejecting this response because:  I do not have the original receipt. When I talked with the manager **************** told him that. He was able to find the transaction, receipt #. Of course he did not share that information with me. Chili's acknowledged that the transaction took place on August 4th 2024 and that the transaction was submitted until after the 5 days Chili's had to submit the request for payment on or about August 10th. I responded to this once before. I don't know why they are attempting to make this my responsibility. It's TOTALLY UNFAIR TO CHILI'S CUSTOMER
       

    • Initial Complaint

      Date:08/06/2024

      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.
      I have been trying to resolve this issue amicably for about 6 months. The problem is that all the communications are one way: me to either Brinker or to Chilis. Only once in all those months has anyone from that company e-mailed me.Since we were very good Chilis customers, I had purchased a number of their gift cards. Then they abruptly closed the one restaurant in ***************, leaving us no close location to use the gift cards. Other FW restaurants that closed kindly refunded my money for unused gift cards. This company has treated me with contempt and disdain since I asked for their help in the past 6 months.I have spoken with at least 7 different representatives and have gotten 7 different responses. I have been told repeatedly that the back office would either call or e-mail me. That has always been false. I have been assigned at least 4 different ticket numbers. One agent told me that the number I gave her was marked resolved and closed. Of course, that was a false report. Again, no one from this company that apparently has no ethics has taken the time to call me, though they have had my e-mail address and phone number for months.I also took the time to provide them with the 14 gift card numbers and the value of each, which one agent fastidiously recorded. The total was $322.25. Before we were gone on a long trip, I called Chilis and asked again when this would be resolved. The agent told me that I was assured that I would receive a full refund. That never happened.The agents I have conversed with were kind, apologetic, and helpful. Unfortunately, their words did not match up with their actions. The latest Brinker associate told me that I would get a phone call or e-mail within 2-3 business days. That was about 2 weeks ago.I have simply been appalled with the very poor and despicable treatment they have shown me for about 6 months. Consequently, I have told them I regret ever being a customer or spending money.

      Business Response

      Date: 08/07/2024

      We will reach out to the guest to obtain additional information, and once received we will offer an amicable resolution. 

      Customer Answer

      Date: 08/10/2024

      BBB:

           I wanted to update you on some information about my complaint against Brinker and Chilis.  Late this week I received an e-mail from them that they have decided to send me a check for the exact amount I have invested in their 14 gift cards.  They told me it may take 10 days to receive the check.  Once I receive and cash the check, I will follow up with you to let you know the final outcome.  They also informed me that they have deactivated all the gift cards.  I told them in a thank-you e-mail that I would discard the gift cards when I received their promised check.

           It is too bad that it took filing a complaint with BBB to obtain the result that 6 months of patience, tenacity, and determination on my part did not otherwise attain.  Thank you for your help in getting to this point!

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

      8/10/24

       

       

       

           

       

      Customer Answer

      Date: 08/13/2024

      BBB:

            I wanted to share the latest from Brinker.  I have received a check from the company for the exact amount that I was requesting over the past 6 months.  I intend to cash it tomorrow.  Therefore, I am considering this complaint resolved and closed.  I just wish they would have saved me much frustration, work, and intentionality since this past February.

           Thank you for your help and diligence in assisting me in this matter.

      Sincerely,

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

       

       

       

       

      Business Response

      Date: 08/19/2024

      We will reach out to the guest to obtain additional information, and once received we will offer an amicable resolution. 

    Brinker International is NOT a BBB Accredited Business.

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