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.
- 259 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:01/02/2025
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.
Visited store #**** on December 29th at 11:28pm via the drive thru to order food. The guy isn't able to hear me so I turned off my vehicle incase that was the issue. He still couldn't understand me so a woman took my order. I asked for 2 tacos and the smash burger combo which was the picture in the center of the screen. She got the 2 tacos but didn't know what type of burger I was trying to order. Finally she said, "Oh, you mean the #9". I said ok, then I asked for two breakfast sandwiches. She told me they were out of eggs and couldn't make them. I said that's fine, never mind but she had already started talking and thought I meant then I wanted them without eggs so she told me that she couldn't make them without eggs. I said that's ok, never mind but she again had already started talking and again misunderstood my meaning and told me that she will not make the sandwiches. I told her slowly with clear enunciation that I no longer want breakfast sandwiches. She told me to pull around for my total and I saw that only the taco's were on the screen. When I pulled around the guy took my payment but didn't give me my receipt. It occurred to me that they didn't ask what kind of drink I wanted so told him that I'd like diet Dr. ******* He told me I didn't order a combo. I told him that's fine and that I just wanted to be done with this nightmare. He closed the window and I heard him tell the woman that I said that I had ordered a combo. She started yelling loud enough for me to hear as she called me a liar, etc., etc.. When the guy came to the window with my order I told him I no longer wanted it and that I wanted a refund. The women then came to the window and asked me why I wanted a refund. I told her I heard every word she said about me and was tired of the *** She told me that she didn't have to put up with my attitude and told me to contact her GM tomorrow (the 31st). I asked her if she was going to refund my order and she said no. I had to ask her for the receipt.
Business Response
Date: 01/06/2025
complaint ID#: ********
Thank you for contacting us. We apologize for the experience this guest had and will be more than happy to address this. We will contact the guest directly and will offer our apology and certificates to replace the food. Once we hear back from this guest, we will be happy to address this.
Thank you
****** *.
Guest Relations
Initial Complaint
Date:01/01/2025
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.
Completely 100% out of line disrespectful employee/acting as manager. I could NOT believe how wrude this female was!!! Your employee being paid to serve your company's food was a million percent out of line and rude!!! I came thru thr drive thru on new years eve, yes, but after work! Wanting food at the last fast food restaurant open before my house. (**************) Around 3:40am. I was told at the menu that it was only online orders. With cars in front of me and multiple cars behind me, I had no choice but to continue in line for a total of around 22 mins. I began to place my online order , as instructed ~ since apparently, according to this female employee, that was the only way I would receive food. When approaching the window, she instantly told me QUOTE "SHE HATES TO BREAK UP MY PARTY BUT I 'would' go back around at the back of the line OR SHE WOULD CALL THE POLICE!!!!!!" I WAS ALONE, AFTER WORKING A 12 HOUR SHIFT!!!! WHAT IN THE HECK!??!?!?!?!?! I have NEVER been treated with SUCH disrespect at a friggin DRIVE THRU WINDOW IN MY LIFE!!!! I dont even know what to say!!! WOW!!!! HOW CAN ANY RESTAURANT ALLOW EMPLOYEES WHO SPEAK TO CUSTOMERS THIS WAY TO WORK THERE?!?!?!?!?!Business Response
Date: 01/02/2025
complaint ID#: ********
Thank you for contacting us. We apologized for the experience this guest had. We would be happy to address this issue. We need additinal information about what happened. We will email this guest directly to request the information we need.
Please let us know if you have any questions or concerns.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:12/31/2024
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.
On Sunday, dec 29th, I went to jack n box to use coupon. I asked if my order would be the same as coupon, was told 'yes'. After order, my total was higher, but no one could explain why. When manager came, all she said was that she does not control register. That was okay, but my waitress was extremely rude, she kept overtaking me each time I tried to explain my concern. I told them that I did not want to hold up the line and could wait to discuss further. I even told the manager she could call me later. But that waitress was very 'mouthy'. And I walked out, but turned around to get a portion of my order that was left out. When I got to the counter, I could here another worker talking about me and my concern, in a negative manner. I have completed survey with jacknbox, have not heard anything. Just want a refund.Business Response
Date: 12/31/2024
complaint ID#: ********
Thank you for contacting us. We apologize for the visit and hoping we will be able to address this. We need additional information to address this issue. We will contact this guest directly and once we hear back, we will address this issue.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:12/31/2024
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.
On 12/20/2024 I placed an online order via web browser at Jack In The Box's online website for delivery. This order was serviced by Doordash. The Dasher never physically entered the store and picked up my order, they just falsified that they had picked up the order. They then drove to my home (I watched them pull up to my home and wait for approximately 30 seconds) and they then drove away while claiming that they delivered my order to me, despite them never actually picking up or dropping off the order. I called the store directly and they confirmed my order was still there and never picked up. I ended up having to travel to the store myself to pick up the food. I completed an inquiry online at Jack in the Box on 12/20/2024 to be refunded the delivery fee and the tip, as these were taken from me without the service being provided. I have not received any contact. Doordash and the Jack in the Box store directed me to the inquiry page and there is no corporate number that I can find to talk to anyone about my issue. I will issue a chargeback soon if necessary, but wanted to try to resolve here first if able.Business Response
Date: 12/31/2024
complaint ID#: ********
Thank you for contacting us. we have provided a full refund for this order back to the guest's account.
Please let us know if you have any questions.
Thank you
****** *.
Jack in the Box
Customer Answer
Date: 12/31/2024
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:12/28/2024
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.
A BLACK CAR WAS PARKED NEXT TO MY MAILBOX WHICH IS ON THE SIDEWALK. I SAW IT ON THE CAMERA BUT NO ONE EVER GOT OUT AND NO ONE KNOCKED ON MY DOOR AND AFTER IT LEFT IT SAID IT WAS DELIVERED. I TRIED TO CALL THE CONTACT NUMBER THAT APPEARED AND IT DID NOT WORKBusiness Response
Date: 12/29/2024
complaint ID#: ********
Thank you for contacting us. we have provided a full refund back to this guest's account. Since order shows successful delivery by 3rd party delivery service, we are investigating this with them.
Thank you
****** *.
Jack in the Box
Customer Answer
Date: 12/29/2024
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,
****** H **********
Initial Complaint
Date:12/27/2024
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.
December 25 I placed an order for jack in the box delivery and received completely incorrect items, when i tried to reach out they insisted on remaking the order 2 days after i had placed it when I just wanted my money back.Business Response
Date: 01/06/2025
complaint ID#: ********
Thank you for contacting us. We have provided a full refund as courtesy back to this customers account. Please let us know if you have any questions.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:12/26/2024
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.
On 12/26/24 at the IAH Airport, I visited the Jack in the Box at terminal at approximately 7-7:30pm. I placed an order and was treated rudely and disrespectfully, by several employees specifically an associate/employee named “Kim.” She used derogatory language and refused service, afterwards I requested management. The manager “Tamika” was also rude and wrongly tried to involve the Houston airport police. The police came to harass and question me based upon the false allegations of your employees. Thanks to an airline employee who witnessed the whole incident, she informed the police that their story was fabricated. This was most unprofessional and disgusting situation that I’ve dealt with any fast food chain.Business Response
Date: 01/06/2025
complaint ID#: 22733994
Thank you for contacting us. We apologize for the experience this guest had and have reached out and sent an email to this guest.
Once we hear back from this guest, we will be happy to resolve this issue.
Thank you
Maryam M.
Jack in the Box
Initial Complaint
Date:12/26/2024
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.
Last night I received an order I placed on the Jack in the box website they had door dash deliver. The food arrived on time however it was COLD. Not even lukewarm. The driver came directly from Jack in the box. I called literally 8 times and no one answered. I finally drove up there and had to knock/bang on the door, I was holding my phone up to show them Im trying to call (5 more calls by the way), and finally went to get my cold food to show them Im not trying to order food because they kept waving me to go in the drive through line that was a mile long. That took about 10 minutes. Finally a girl comes to the door, legit told me they cant hear the phone because first she said their music was too loud, second she then blamed her one headphone that she takes orders on, then blamed DoorDash. Refused to refund me because her manager wasnt there and told me to call tomorrow. I said have them call me when they come in and left my name and number. I havent gotten a call still, Ive called them numerous times today, Ive even tried to call other stores in the area to reach anyone and no one answers. Im missing $70 dollars from my bank account dude!!! Yall cant do this to people! I dont know whether to file a police report or try a charge back with the bank but you cant just take peoples money. I want my money back and wouldnt mind some financial restitution (not jack in the box gift cards) for my time and gas Ive spent hours trying to resolve thisBusiness Response
Date: 12/29/2024
complaint ID#: ********
Thank you for contacting us. We have reached out to this guest and have offered to replace the whole order that was cold. Once we hear back from this guest, we will be happy to address this.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:12/24/2024
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.
Hi, I a disappointment with my recent experience at Jack in the Box in *******, 3542 Dec 24th at 4am near the 91 freeway. On my recent visit, I encountered a serious issue with my order that I feel needs immediate attention.During my visit, I attempted to place an order that totaled $14.75. However, when I completed the transaction, the employee informed me that there was a problem with the payment machine. my credit card was charged and I showed him this transaction on my bankapp, he refused to provide me with my food. Instead, he insisted on charging me again, which I believe is illegal ..I have been a loyal customer at this location for over 3 years and have never experienced such unprofessional employee was a heavier set man, was rude, unhelpful, and even slammed the window in my face. I asked him for the store's customer serv #and his name, but he refused to give me either. due to this I am left without my meal and out of money as the $14.75 charge is still pending on my account. It was my last $15, I rely on this location for my meals. I request that you address this matter promptly, as I believe that the actions of this employee should not go unnoticed. He should not be allowed to keep customers money without providing the service for which they have paid. It is crucial that customers are treated with respect and that issues like this are rectified to ensure a positive experience for everyone in the future.I would appreciate a response regarding this incident as soon as possible, especially since there are implications for my finances and my ability to eat a meal tonight. I have documented evidence in the form of a transaction record on my banking app that proves I was charged for the food that I did not receive Thank you for your attention to this matter. I look forward to your prompt response so that we can resolve this issue amicably. You can contact me via my email at *********************** or by phone at ************.Sincerely,***** ******Business Response
Date: 12/26/2024
Hello,
Thank you for contacting us. We need additional information to investigate this issue. Please provide the last 4 digits of the card that was used. If the charge still pending, that only means when you swiped your card, your bank with automatically put a hold on those funds and it will show either as pending or processing in your account. Once ********************** takes the money, it will show as processed or posted transaction. The transaction was on 12/24 and banks are closed 24 and 25th and everything should post today.
Please reply back with the last 4 digits of the card and total amount and I will get back to you as soon as possible.
Thank you****** *.
Jack in the Box
Initial Complaint
Date:12/23/2024
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.
On December ****** I placed an order on the jack in the box mobile app for pickup in the drive thru. At 6:37pm I went to pick up my order of the 12 piece garlic Parmesan wing combo. I was told by the drive thru staff that the wings were not available. I asked for a refund of the $21.09 I payed for by Apple Pay online and was told they could not refund my charge and I would have to request a refund online. I have put in 2 requests for a refund online and still have not heard from the customer service of **********************, I recieved 2 surveys asking if I had been contacted and replied to them that I had not had not been contacted. Please help!!Business Response
Date: 12/26/2024
complaint ID#: ********
Thank you for contacting us. we have provided a full refund back to this guest's account. We have emailed a confirmation also.
Thank you
****** *.
Jack in the Box
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