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Business Profile

Restaurants

Cafe Rio Mexican Grill

This business is NOT BBB Accredited.

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Complaints

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

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Cafe Rio Mexican Grill has 38 locations, listed below.

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    Customer Complaints Summary

    • 16 total complaints in the last 3 years.
    • 3 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:10/25/2024

      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.
      I have ordered online orders and picked them up and the never once have gotten my order correct so I will go back in and ask for them to make it right but the tell me 2 things every time. You didnt order that (I have proof I did order it) or they said you can go up to the register and pay for a new one. I expect food to be correct when I order and pay for it and I have reached out the the customer service phone number and emailed them countless times and they never do anything about it.

      Business Response

      Date: 10/28/2024

      Hello,

      Thank you for contacting us regarding your recent experience at our ************* location. We are sorry to hear the quality of service you have been provided hasn't met Cafe Rio's high standard and we appreciate your feedback so we can ensure improvements are made. We found your order from 10/24/24, # 13767257871891426477 and have processed a refund in the full amount of $11.59 back to your original payment method. Please allow 3-5 business days for this to show on your bank statement. 

      Again, we appreciate your feedback. Please feel free to contact us at *************************************** with any future comments or concerns. 

      Thank You

      Cafe Rio Customer Care

    • Initial Complaint

      Date:03/03/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 there and thank you for helping

      I used the CafeRio App to purchase the new Bowls, I purchased the bowl along with multiple sides of Fresca salsas, pico de gallo and house dressings.

      The dasher dropped off the order and when I grabbed the bag of salsas, the Fresca salsa had already spilled and the brown bag was drenched.

      As I picked up the brown bag the salsas spilled in myself and my MacBook

      I reached out to customer care and Jordan was kind enough to offer my account credit

      I did provide feedback that potentially transitioning to maybe paper bags may help with the entire structure of the orders and prevent these issues entirely?

      I know it’s not the restaurants fault entirely but maybe encouraging these paper bag upgrades might help out with these issues

      I wanted to be able to provide that support and get help, I did file an appointment with Apple at the genius bar just to ensure there’s no liquid damage on my MacBook

    • Initial Complaint

      Date:08/05/2023

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 has occurred twice ,in a row, now… we keep ordering Cafe Rio from **** ***** *** **** **** in West Valley City Utah vía their app and Doordash. 1 burritos had ZERO meat and the other had VERY MINIMAL meat… the other 2 dishes had little meat in them. I want to know why ? Is this a way of trying to save money, cutting costs or lazy employees not wanting to do their jobs correctly? I’m sooo disappointed because I love their food and now I’m don’t think I’m going to order from them anymore… I can’t afford it if I’m not gonna get full with their meager dishes. I’m supposed to get a refund … let’s hope they pull thru.

    • Initial Complaint

      Date:08/02/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 went and ordered salads to take out. They had a promotion that was suppose to give us each 35 points. This didn't happen. I had 85 points on my ap. So I didn't have quite enough to buy a salad. They were suppose to give each one of us out meal for 35 points. That didn't happen. When I paid for the meal it was 28.00. He then did something to my phone, took all my points when we were suppose to receive points. This is not the first time that I have felt screwed at Cafe Rio.

    • Initial Complaint

      Date:07/06/2023

      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.
      I placed an order at the Cafe Rio in ***** city, ****. The Cafe Rio on State ST.My order tallied to the amount of ****** plus dollars. Our compliant is, there was little to no meat in the salads and very little in the burritos. Why would a restaurant do such a thing? The family looks so forward to the food at Cafe Rio because there is not a Cafe Rio in IL.Thanks for letting me voice my compliant.Please let this Cafe Rio know we were so let down!!!!!*************************

      Business Response

      Date: 07/19/2023

      We have started a pending refund for customer and have reached out to them for the additional information needed to complete the refund. We are not waiting on the customer to respond. 

    • Initial Complaint

      Date:05/29/2023

      Type:Sales and Advertising 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.
      The business is Cafe Rio. The address is Cafe Rio Mexican Grill**************************************************. The transaction happened on 5/29/2023 at 2:59pm and we paid $43.44.The problem is their restrooms. The Men's restroom was filthy and the toilet had no toilet seat. More accurately, the toilet seat was on the floor beside it. The Women's restroom sink had a broken handle. The water would still run but the handle could just be removed completely so you had to be careful. In both bathrooms they were completely out of paper towels for drying your hands and didn't have another way to dry your hands.

      Business Response

      Date: 06/02/2023

      Hello,

      Thank you for reaching out! We appreciate your time and your feedback. We apologize that your experience did not meet Cafe Rios high standards or provide the excellent experience we want you to have. We'll be sharing it with our management team and area coach to ensure improvements are made.

       

      Thank you,

      Cafe Rio Customer Care

      Customer Answer

      Date: 06/02/2023

       
      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:04/05/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      When I log into my account at ***********, it no longer allows me to add new gift cards. It also will not let me delete the old ones I have entered, which all now have zero balances.

    • Initial Complaint

      Date:11/17/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Cafe rio sold me $140 worth of gift cards and only one $10 gift card works on the app or online. The other $130 do not work! Cafe Rio sold me gift cards that do not work and they have not responded to any of my emails and when I did get through to customer service I was told they would work online but they don’t .

    • Initial Complaint

      Date:11/11/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 11/10/2022 at the Cafe Rio at *** * **** **. I was dining in store and paid for my order. The card reader said my payment was approved. The employee was busy chatting to another employee and didn't even acknowledge or give me a receipt so I just walked away with my food. I was stopped a minute later, he was saying that he forgot to sign into the system with a manager code (or something like that) and that I had to run my payment again. He insisted that the first hadn't gone through because he wasn't logged in and demanded that I needed to pay for my food. I did run it through again and got a receipt but I immediately checked my bank and multiple pending charges were there for the same amount. A hundred dollars in charges. Spoke to a manager who said she didn't know why they went through and didn't know why there were multiple charges but she insisted that they would "fall off" overnight. She wouldn't do anything about it and she was acting really defensive even though I was really polite about it. Told me to deal with corporate if the charges didn't go away. Well they didn't go away, they all went through. The employees I dealt with were incredibly unorganized, untrained, and unprofessional. They didn't care about charging my card for so much money and they had no idea how to fix their own mistake. I just want the charges to be refunded asap. I can provide my receipt and show my bank charges for that amount multiple times. I also see that I'm not the only person who has had problems with this location.

    • Initial Complaint

      Date:08/10/2022

      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.
      My family and I really enjoy Cafe Rio food. I just can not get anyone to respond to a gift card issue I had with the app.I called in twice and left messages in July. I finally send this email below on July 28th "To whom it may concern:You changed your app. I was not used to the app allowing me to delete a gift card unless it had a zero balance. I used a gift card today and as I was finishing the transaction was trying to quickly delete my gift cards with a zero balance. I have several gift cards as I purchased $400 worth last Black Friday. I realized I deleted one of the $200 ones. I then got to my seat and saw that you now allow people to delete a gift card thats not at a $0 balance. Why did you change this???How can I get that gift card back? I ran up to the guy that took my order as soon as I realized what I had done. He said I needed to call in. I have called in twice now and have not been able to get a live person. My family and I love Cafe Rio. Could someone please call me back and help me on this issue. Thanks so much."It's been 14 days since I sent this email. I figure this would be ample time for **************** to respond to me. I'd really appreciate someone giving me a call to help fix this issue.Thanks,

      Business Response

      Date: 08/18/2022

      Hello,

       

      Thank you for reaching out! We believe we have spoken to you regarding this issue since this complaint was filed and resolved this issue. We are happy to assist with any further concerns, please call our customer care team at ************.

       

      Thank you,
      Cafe Rio Customer Care

    Cafe Rio Mexican Grill is NOT a BBB Accredited Business.

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