ComplaintsforTGI Friday's, Inc.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My order was made improperly the chicken was too burned the meat on the inside was so chewy from being over cooked the fries were soggy completely ruining my experience

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to ********* my location and was using a gift card I received because I'm not in the area to often so I ordered potato skins and whiskey tender strips which was $16.99 for just the chicken strips and went home. And realized. That this was ridiculous on what I got. I called the location and made a complaint and he said that is what the size is I took a picture and it looks like popcorn chicken six pieces I will never go back I could of gotten two $10.99 mels instead and would of been better because the picture you have is not what I received

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 30th 2024, I order online about 9:42 p.m. I parked in a to go order pick up and called to let the restaurant know I was in parking spot 1, they said they would bring it out as soon as it was ready. I also tipped $5.25 bringing my total to $43.54, to the guy bringing the food out. I ordered an American Cheeseburger with fries and the Whiskey Ribs with mashed potatoes and broccoli. We get home and I don't have my mashed potatoes, I had been working late that day so I did not feel like getting back out, to take the food, to show them I did not have my potatoes. So I called and informed the lady that answered the phone what happened, she connected me to the managers phone but there was no answer, the next day I called back, got the manager on the phone, he asked me if I called the same night it happened, I said yes I did but I did not get an answer after being transferred to his number. He asked around what time did I order I said about 9:00 - 9:30 pm on that Friday, August 30th, but it was about 9:42 pm, he said he would look for the order but it would be a while before he could call me back. I'm still waiting on that call. This is not the first time they have left things out of my order. I paid for something I never got and tipped on top of the poor service.

  Business response

  10/03/2024

  Our guest relations team has tried to make contact with the guest but has been unable to connect with them.  We called but the call was disconnected and an email was sent.

  Customer response

  10/03/2024

  I have reviewed the business response and accept this resolution. 
  

  The General Manager called me (******* ****) last Wednesday the 25th I believe and he said he will be sending out coupons to my address but it might be Friday the 27th of September before he could send them out because he's really busy. I said that would be fine. 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Greetings, I am reaching out to address the concerning decline in the overall quality of Friday's, coupled with the steady rise in prices. One might assume that an increase in prices would be accompanied by an improvement in quality, but unfortunately, that does not appear to be the case here. During my recent visit to a Friday's location, I was disappointed to find that everything, with the exception of my server, was subpar. It was baffling to me how my food arrived cold, especially considering the minimal number of customers present in the establishment. Fearing for the integrity of my order, I opted to only order an appetizer, paid, and promptly left.I used to enjoy dining at TGI Fridays, but now I find that the customer service has deteriorated, portion sizes have shrunk while costs have escalated, and the flavors are no longer as enticing. The apparent lack of concern from management is disheartening. It is clear that the path this restaurant has taken speaks volumes, but not in a positive light.

  Business response

  09/04/2024

  The store has been closed permanently, but the DO has reached out in hopes of apologizing and making things right.

  Customer response

  09/04/2024

  I am rejecting this response because:   Impressive how your response truly reflects the essence of the company and your personal character. Can you shed some light on the reason behind the blatant falsehood regarding the permanent closure of this restaurant? After personally verifying by calling both ******* locations, it's clear they are very much open for business. Instead of upholding professionalism and embodying integrity, morals, and values, it's disappointing that lies are being freely offered. Surprisingly, no one other than the lady who promised to escalate the issue to higher authorities has contacted me. It seems likely that the same lady who deceitfully claimed the closure is behind this. Here's a question - if the restaurant is closed, why the need to escalate the issue to someone else?

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was verbally assaulted by a staff member in front of staff members my minor child and I was not accommodated and charged for a meal I NEVER RECEIVED. I was also previously double charged on my debit card at this same location and the attention was brought to several mgrs never resolved. No silverware and so many other issues though Ive always remained civil and understanding . This is unacceptable and unethical for the environment and the type of community that I pay to live in. Im appalled and offended at the treatment and lack of customer service. I recommend that ****** be either dismissed or retrained and the waitress named ********* be disqualified of her duties all together due to the verbal assault, lack of performance, aggressive behavior, sense of entitlement and total disregard of customer service. My minor child was present for all of this and I had to keep my composure and I also have a full recording that I am fully prepared to release on a morning show that has a viral following.

  Business response

  08/20/2024

  The store's District Manager was able to make contact the guest. A refund was processed and a resolution was made.

• Initial Complaint

  07/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  back on Saturday, July 20th, 2024 @ approximately 11:30 P.M. - 12:00 A.M. Midnight, I went by bus all the way to your TGI Fridays location at: ******************************************************** ************** for a late dinner with my friend **** was so Interested in trying out your food again because it has been three (3) years since he last stepped inside any of your TGI Fridays Restaurants.The dinner and food was fine, however, at the Very End Of The Meal when I wanted to pay for the Expensive Meal With My TGI Fridays Corporate Gift Cards, the waitress, (******), went to get her manager, ******* to handle processing of the Gift Cards Which Came Directly From Your Texas Headquarters!When *******, The Manager came to our table, he was so Rude by Not Accepting Them!I had all of the Important Information Written On Paper For Each Gift Card and this man Not Only Would Not Accept This Valid Information, But He Refused To Verify That Each One (1) Had Money On Them!Please Note: I told *******, The Manager That I Have Valid Identification To Go With My Gift Cards That I Was Willing To Furnish And He Also Refused To Accept It As Well!The First One: In The Amount Of $10.00 Dollars In Which I Had A Store Receipt To Go With It!The Second One: In The Amount Of: $36.24.I Basically Had Enough To Cover Our Bill, but ******* Purposely And Deliberately RUINED OUR DINING EXPERIENCE OVER HIS VERY POOR BEHAVIOUR AND BUSINESS PRACTICES!I Take Personal Offence To This!I told him that I have been to TGI Fridays several times back in the Spring Of 2023 and used the Same Gift Cards ON PAPER And Had NO Issues With Using It After The Information Was Verified and he did Not Seem To Care!Then he went on that in order to use the Gift Cards that I have to have the Physical Gift Card Present Due To Fraud!I have Never Heard This Before Coming From TGI Fridays and am Very Much Angry, ****** Off

  Business response

  08/13/2024

  The guest was contacted and the guest relations team was able to make thing right.

  Customer response

  08/14/2024

  I have reviewed the business response and accept this resolution. 

   

  thank you for all of the help coming from the BBB of ******, ***** and from the ** of Operations as well!

  sincerely yours,

   

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

  TGI huge fan and customer

  /hps

• Initial Complaint

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I appreciate your gracious response to the complaint from May 5th, 2024, regarding the Mothers Day incident. However, I returned to TGIF, Thursday, July 4th, 2024 at 12:47 pm, to redeem the certificate. My complaint was about the servers original acts of discrimination. Your much-appreciated efforts to apologize and correct the adverse effect were diminished when the same server performed an act of retaliation and was then supported by the manager, who made me leave the restaurant, as I attempted to redeem the apology certificate by enjoying a peaceful dinner. Is their claim of right to not serve a regular customer who simply expected reasonable customer service and care a claim that is supported by TGIF corporate policy?

  Business response

  07/24/2024

  The Director of Operations has tried to make contact with this guest multiple times and has not received a call back. 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in ******* for my nephew's graduation last Friday, and we decided to go to Friday's in ******** afterwards to continue celebrating as a family. We were a party of 16, so we knew that it would not be a "perfect" experience. But, what we experienced, was absolutely ridiculously. We were sat right away, in a space that could only fit about 10 people (two booths). There were additional tables around us, so we asked the waitress if we could combine those tables to accommodate our party (basically doing their job). Once we were all seated, it took the waitress about 45 minutes to come take our order for drinks. The restaurant was not crowded at all, so the wait was unexpectedly long. Once she took our order for drinks, we told her we wanted to order our food as well. Our drinks took about another 30 minutes to come out, and the food slowly followed. Everyone's order except one of my nephews and my own food. After we notified the waitress, about 30 minutes later we asked to speak with the manager. When our food finally came out, everyone had eaten the food that was edible, they were tired, frustrated, and just ready to go home. Our bill was wrong. We were double charged for my order. Then, the correction was wrong. We just paid and left because it was getting RIDICULOUS. The food was HORRIBLE and the customer service was even worse! The place closed at 12 midnight, we asked to order a drink at 11pm and the waitress said "oh we already had last call". How. do you have last call without notifying patrons? How is last call an hour before you all close? This restaurant needs a complete overhaul because there's no reason why this experience should've been this horrible and the restaurant had less than 12 parties seated.

  Business response

  07/02/2024

  The Store's Director was able to make contact with the guest, and compensation was issued.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 1st 2024 after work. It was my birthday so I planned to treat myself. Salt water, the chicken is showing pasta from Fridays and after receiving and waiting for it through grubhub. I noticed half the pasta which warm and half was cold. I work in the restaurant industry so that indicated to me that it was not fully heated up to ********************** code health temperature. So within a couple of days I can't try to reach out to Fridays. Chat for refund, they told me I had to get it from *******. I've contacted grubhub ***** up send me back to Fridays. It's been 3 weeks and I still haven't received my refund and the last I spoke to the customer. The service relations at the grub.Have they told me that I have to block the transaction on my car which is totally absurd

  Customer response

  05/22/2024

  Tgifridays orange ,ct

  Business response

  06/10/2024

  We have issues the guest compensation but are unable to refund as the transaction was through GrubHub.  We do not hold any payment information for these orders and as such are unable to refund at all.

  Customer response

  06/11/2024

  I am rejecting this response because: That is a bowl face light. All restaurant have systems that are connected to grubhub. DoorDash Uber Eats and all credit card systems for the restaurant are run through one system. Whether it's freedom pay ********** What do they pay online to grubhub? That restaurant has that information.  Logged and have access to refund or to contact the credit card Carrier.To make a refund someone is just not doing their job or is very not intelligent about that job

   

  Business response

  06/13/2024

  I am not sure about your experiences, and can not speak to how things are configured for other brands, but we do not have or hold any credit card information for any of our delivery service providers (DoorDash, Uber Eats, or Grub Hub).  All of those transactions are handled within those platforms, they accept the payment, and then transmit the order alone to the store to have the order made.  We receive a receivable check from those partners at the end of the month with the money they owe us for each of those transactions.  If we had the ability to refund you for a Grub Hub order, or even to request one for you, we would do so, but unfortunately, we can not.

  Customer response

  06/13/2024

  I am rejecting this response because:  . Well, they need to contact ******* and get me back my money.Something the food was undercooked.I had a toad in a garbage

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Or May 7, 2024 at 12:15 or 12:30 AM I went to TGI Fridays, and ******************* I ordered a salad with grilled chicken and it was some type of plastic or paper in my food. The waitress took my plate so fast back to the manager that I didnt get a chance to get a picture but you have cameras and the manager didnt even come out and talk to me. They did take the solid off of the bill but that is not enough for me moving forward with this.

  Business response

  06/17/2024

  A member of our guest relations team was able to make contact with the guest, compensation has been issued, and the case has been resolved.

*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. ↩