Complaints
This profile includes complaints for Jack In The Box Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 603 total complaints in the last 3 years.
- 261 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/22/2025
Type: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.
Ordered a whole combo and tacos online for drivethru pickup and got the order confirmation..25minutes later I went to pick it up but was told that they never received any orderI showed them the email confirmation and even the correct address I had the order sent to but they just kept saying that they didnt get any orders through. They had me park in the parking lot which I waited for the next 10minutes because they wanted to see if the order would come through on their system. Finally they come out and tell me that they never got any orders come through and they cant help me anymoreI asked them if they can just at least make my owner now since I had already paid but they said they can because they cant prove if I had paid or not or if Im trying to scam them to get free food . Even thought I had the confirmation email they still refuses to make me my ******** I guess I lost $26 worth of food.
Business Response
Date: 01/23/2025
complaint ID#: ********
Thank you for contacting us. We apologize for the experience and will be happy to help with this refund. We were unable to find a mobile App account and or order in our system for this guest with her name, phone number and email address.
Once we have this information and the order #, we will be happy to address this.
If this order was placed at the 3rd party vendor like Door Dash and **** Eats, they need to go to those vendors for refund.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:01/22/2025
Type: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.
Jack in the box store # FA0283045 in ********, Ca. This location has bugs and rats and manager, a short Mexican lady with short hair laughed and said do not eat her, and called me names in ************** inspector needs to go to store immediately alot of elderly and children eat here. This is not ok!Business Response
Date: 01/22/2025
complaint ID#: ********
Thank you for contacting us. We need additional information to start our investigation.
1- Address of the Jack in the Box
2-Date and time of the visit.
3-How did you come across this infestation and was it outside or inside
I will email this guest directly as well to obtain this information and once we have the requested information we will follow up.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:01/21/2025
Type: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 have contacted. **** eats about this situation and aint nothing been done about it and they keep saying Im not eligible for a refund because I didnt get some items that I ordered through **** eats and I already told them that I was gonna contact you all about this situationBusiness Response
Date: 01/22/2025
complaint ID#: ********
Thank you for contacting us. We were unable to find a mobile order with your information. If you placed this order through 3rd party App like **** or DoorDash, they would need to provide a refund since we have no access to their websites or your order.
If you placed the order through Jack in the Box mobile App., please provide the order #, location of the ***** Dollar amount of the order and date and time of the order and last 4 digits of the card that was used.
Again, if this was placed through 3rd party App website, they are responsible for any order issue.
Please let us know if you have any questions.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:01/20/2025
Type:Status:ResolvedMore 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 DID NOT RECEIVE MY ORDER. I DID NOT RECEIVE A TRACKING MESSAGE OR A DASHER MESSAGE, AND THEY DO NOT ANSWER THE PHONE AT THE RESTAURANT ********************************************************************************************************* ************** Order # ***************** Customer Name:****** *****Business Response
Date: 01/21/2025
complaint ID#: ********
Thank you for contacting us. We apologize for the poor experience and will be investigating this matter. This order was placed on 01/20/2025 at 7 PM and this guest has sent a request for a refund through our website.
We are investigating this matter with 3rd party vendor. Once we have a response back from the 3rd party vendor, we will follow up with ****** *****.
Thank you
****** *.
Jack in the Box
Customer Answer
Date: 01/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
****** *****
Initial Complaint
Date:01/20/2025
Type: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.
January 13 2025 I paid ***** I ordered a ************ and loaded potato wedges and received 2 Tacos and an egg roll so Im assuming they gave me the incorrect order. When I reached out through jack in the box customer service I was told I would receive a response but have yet to receive oneBusiness Response
Date: 01/24/2025
complaint ID#: ********
Thank you for contacting us. We refunded this order and emailed a confirmation to this guest also.
Please let us know if you have any questions.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:01/20/2025
Type: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.
Ordered. Some food,one of the burgers had a hair running thru the whole burger,I tried to give it back and asked for a new burger,and or a refund.was told that they don't do that and that the hair looked like mine..first of all I don't need to lie about the disposition of the ordered food,nor play games about it,..I don't appreciate being told that iam lying..I was treated with disrespect and with an Un sympathetic ear..Business Response
Date: 01/21/2025
complaint ID#: ********
Thank you for contacting us. We apologize for the experience and looking forward to assisting this guest withe this issue. We were not aware of this issue previously. We need additional information to investigate this matter.
1-Location address
2-Copy of the receipt
3-date and time of the visit
4-Product that customer find hair in.
********* of the product guest had issues with
We will email this gust and request this information and once we have this information, we will follow up with our quality assurance team, Sr. ***** team for this location and will be happy to get back to this guest.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:01/20/2025
Type: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.
It was the driest smallest meal Ive ever had from jack in the box in my lifeBusiness Response
Date: 01/21/2025
complaint ID#: ********
Thank you for contacting us. we need additional information to follow up with the location. We would need the location address, time and date of visit, product that guest had issues with, and screen shot of the receipt.
Once we have all this information, we would be happy to address this issue. We always encourage our guests to go back to the location with the food and or the receipt and allow the location to have the opportunity to address the issue for them.
Thank you
****** *.
Guest Relations
Initial Complaint
Date:01/18/2025
Type: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 used the mobile app to purchase food for me, my wife and my mother in law, on Dec.5, 2024. I ordered a Supreme Croissant, a Supreme Croissant meal and a Spicy Chicken meal with two tacos. I was handed my order, initially through the drive thru and it was wrapped up well with silver wrappers, plus it was cold outside, so I didn't check or open it, before I left. I got home and realized that the Spicy Chicken sandwich and the two tacos were missing and that there was a third croissant instead. I got upset and drove back. I wanted to go inside and explain, but all of the doors were locked. I drove back through the drive thru and handed the incorrect part back. This is where I smelled marijuana in the air, really bad. Again, this could have been outside, but it was really strong at the drive thru window. She asked if I still wanted the fries that were in the bag, and I said no, because now they were cold. I assumed she understood that I wanted new ones. She put a piece of cheesecake in the bag, which I just gave to my wife, since I didn't want it, and handed me a new bag, which again, was wrapped up good. I peeked in, saw the two tacos immediately and part of a sandwich and drove back home. I assumed it was corrected, after I clearly told her what it was that I ordered. It was really cold, so I just wanted my food hot. I got home and that's when I realized she didn't put the new, hot, large fries, back with the order. I was so frustrated and upset, that I didn't bother going back. It's on me that I didn't check the bag, but it was really cold out. This isn't rocket science and it isn't my responsibility to make sure the right stuff gets put in. I'm not paid to do that, they are. I spent just over $20, so I'm not being unreasonable to want it right. I ate what I had, but I was irate. I don't normally complain and I would just let it go, but to go there twice and they still got it wrong, isn't good. This isn't the first time, I've had an issue at that location.Business Response
Date: 01/21/2025
complaint ID#: ********
Thank you for contacting us. We have provided a full refund of this order from ************ We have emailed a copy to ****. We will follow up with the district manager in regard to the gift card as well.
Please let us know if you have any questions.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:01/17/2025
Type: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.
Dear Jack In The Box,I am writing to dispute a fraudulent charge of $14.00 on my credit card, which was posted on Jan ****** a purchase at your establishment. I did not authorize this transaction and believe my card information was used without my knowledge or consent.Jack In The Box 0173 in ************ @9:47 PM Jan 1, 2025 $14.00 I have already reported this incident to my credit card company as a fraudulent charge and have taken steps to secure my account.I am requesting a full refund for this unauthorized charge to my credit card immediately. Please investigate this matter thoroughly and take appropriate action to prevent future occurrences.Please contact me at ************* or ************************** if you require any further information.Sincerely,***** ******* ************* **************************Business Response
Date: 01/21/2025
complaint ID#: ********
Thank you for contacting us. we were aware of this guest issue and have emailed ***** ******* directly with instructions on Fraudulent charges.
If you have noticed any fraudulent charges on your account, please make sure to dispute them with your bank. Additionally, if you haven't already done so, please change your password. If you've noticed that your reward points have been used without your knowledge or consent, please reply to this message with your mobile app order number and the email address that is associated with your Jack ******** We will have our team investigate this issue internally.
Thank You
Guest RelationsPlease let me know if you have any questions.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:01/17/2025
Type: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 visit the ******** location off 105. Once I arrived at the ********, nobody spoke. I sat for a bit and still no response. I then drove to the window. I sat there waiting for someone to come. A lady speared at the window, opened it, and stared at me. I sat there waiting for a greeting and still nothing. After sitting there with no greeting I informed her I was picking up a mobile order. Her response was Were out of the beverage you want I then asked her to switch it to another flavor. Her response then was Were unable to make it right now. I then asked if she could just switch to a different drink. Her response was Its not the same price. I asked her if she could she make an exception since I placed the order through the app and it allowed me to ordered and and she was out of the second option. Her response again was its not the same price. I asked for a refund and I was refused. Ive never been in a situation where someone refuse to give me my money back for something I never received.I then asked to speak with a manager and her response was youre looking at one this was the most unacceptable and disrespectful behavior I ever witnessed in customer service. I have no idea how this associate was promoted to a leadership position with this type of behavior. I would like for the district manager or market manager to call me. I have never felt so disrespected to the core and been treated the way this lady made me feel. I asked for her name and she said it was ********. She was not very welcoming or even accommodating. This is not an employee I expected to work for a huge company. Not only was I disrespected and dismissed I was not treated like a person should be treated as a customer. this is unacceptable behavior at an establishment. I would like to hear back from a district or market manager immediately.Business Response
Date: 01/17/2025
complaint ID#: ********
Thank you for contacting us. we apologize for the poor experience this guest had and will follow up with Sr. ***** team to address this.
We have provided a full refund of the order and emailed this guest a confirmation of the refund as well.
Please let us know if you have any questions.
Thank you
****** *.
Jack in the Box
Customer Answer
Date: 01/17/2025
this is not the first incident that has been dismissed I had a different incident two months ago and I still havent received a call back from management regarding the other incident. I want to speak to an actual person or senior management.Business Response
Date: 01/21/2025
Complaint ID: ********
Thank you for the response. We have provided a full refund of the order, emailed the confirmation to this guest and notified the Mgmt. of the issue ***** was having.
Jack in the Box consider this matter closes.
Thank you
****** *.
Jack in the Box
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