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:12/23/2024
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.
Transaction happened on 12/07 - 12/09/24 at the Jack in the Box at ********************************. I ordered a Smashburger meal, additional large Soda, 2 tacos without lettuce, and a Breakfast Croissant. My Smashburger did not have a hamburger on it. My tacos did not have any meat on them either. I didn't receive my receipt, and I ended up having to throw away the messed up food and go get something to eat at a different place.
Business Response
Date: 12/31/2024
complaint ID#: ********
Thank you for contacting us. We apologize for the experience and would be happy to address this with the guest. We will contact this guest and will offer to replace the meal since this order was a store purchase and not an online order. we are only able to refund an online order but for a store visit, we encourage our guests to go back with the food and get a replacement or a refund.
Once we hear back from this guest, we will be happy to address this issue.
Thank you
****** *.
Jack in the Box
Customer Answer
Date: 01/03/2025
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:12/22/2024
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.
I ordered food from the drive through, and as soon as I opened the food I realized it was cold and had been cold for quite some time. It was clear that the food had been sitting for a long time. If you have ever eaten fast food, you know when you are encountering old, sat out food. This is a major health concern, not to mention the fact that no one wants to spend almost 30$ on inedible food. It was very disappointing and sad.Business Response
Date: 12/23/2024
complaint ID#: ********
Thank you for contacting us. We apologize for the experience this guest had and encourage our guests to come back with the food that they have issue with, and we will be happy to offer a replacement or certificate and allow us to fix the issue. since this was an instore visit, we are able to offer our apology and certificates to address this issue. Instore purchase refunds have to be done instore with the guest and card that was used. We will be happy to contact this guest directly and address this issue.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:12/21/2024
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.
IT SAYS IT WAS DELIVERED BUT SOMEONE NEVER CAME TO KNOCK ON THE DOOR AND DELIVER THE ORDER. CARS WENT BY BUT NO ONE GOT OUT OF ANY OF THEM. THE NUMBER THAT DOORDASH SAYS TO CONTACT THE DELIVERY MAN DOES NOT WORKBusiness Response
Date: 12/23/2024
complaint ID#: ********
Thank you for contacting us. We were notified by this guest of the order that was not delivered, and this order was fully refunded and a email confirmation was sent to this guest.
Please let us know if you have any questions or concerns.
Thank you
****** *.
Jack in the Box
Customer Answer
Date: 12/23/2024
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:12/20/2024
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 11/10/24 I ordered product for pickup through their mobile app. Upon arriving, an employee told me they no longer had that product in stock. They said they were unable to do a refund and I would have to file it through the app. I did so. After 2 weeks, I was offered a refund or coupons to be delivered to my home. I opted for the coupons. today is 12/20/24 and I have not received anything. I have filed that same request through their app for additional times to notify them of the issue. They are refusing to give me my refund or the coupons I was offered.Business Response
Date: 12/23/2024
complaint ID#: ********
Thank you for contacting us. We apologize for the experience and have provided a full refund back to this Guest's account. We requested that this guest fill out the survey and we will contact to address this, but we did not hear back from the guest and survey link that was sent to click on would have sent the message to the Guest Relations team for contact with guest.
Again, thank you for contacting us and refund was provided to the customer's account.
****** *.
Jack in the Box
Customer Answer
Date: 12/23/2024
I reject resolution because the response from the Jack in the Box team is a lie. There was never a survey follow up. A guest relations person reached out and offered a refund or coupons. I opted for coupons but they were never mailed to my address as I was told they would be. I resubmitted several requests through their app. A guest relations person finally responded and claimed they sent them (which they did not). That is what prompted this complaint in the first place. They emailed me to say they have refunded my card. But claim it will take 2-3 business days. So as far as I am concerned, this is not yet resolved.Business Response
Date: 12/26/2024
Complaint ID # ********
Thank you for contacting us. We have already fully refunded this order and emailed guest a confirmation of the refund.
Jack in the Box consider this matter closed.
Initial Complaint
Date:12/20/2024
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.
Jack-in-the-Box claims that its drive-thru opens 24/7. However, the ****************** *************) shut down the restaurant for at least 5 times during the past month, including this morning (Dec 20th, 2024) around 5 am. This happens too often and it's a disservice to customers who depend on Jack-in-the-Box to provide breakfasts. Please do something about it or change the company policy about the 24/7 open hours for the Kaneohe drive-thru service.Business Response
Date: 12/23/2024
complaint ID#: ********
Thank you for contacting us. We apologize for the experience you had and will address the issue with management. Even if a location is 7/24, they can close due to unforeseen circumstances. I understand the customer is requesting a $25.00 refund, but we were unable to find a mobile App order, so we are not clear what the compensation request is for. We will forward your comments to the district manager for follow up with this customer.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:12/19/2024
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.
I ordered Jack in the box this morning around 5:30am. I ordered delivery because i have no transportation. Well i never received my order and i called the restaurant atleast 30 times for them to answer and say its Ubers fault and contact them. Which i got an email stating my order was cancelled. I want my ***** back. That was the last of my money to get foodBusiness Response
Date: 12/19/2024
complaint ID#: ********
Thank you for contacting us. This order was cancelled by 3rd party delivery and has already been refunded by Jack in the Box.
Thank you
Maryam
Jack in the Box
Customer Answer
Date: 12/19/2024
I have NOT received a refundBusiness Response
Date: 12/20/2024
Complaint ID: ********
The order was refunded for $18.67 back to card ending in 5093. We suggest the guest contact her bank.
Jack in the Box consider this matter closed.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:12/18/2024
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.
Came to this location a little before 4:00 a.m. And was told that the computers were rebooting and it would be around 4:30 when it came back up, pulled over to the side and waited for a little bit and then placed my order on the app because it became available to do so so I assumed their computer system was back up, n after I place the order I waited a few minutes so they would have time and went to the drive-thru speaker and was told then again that the computers still had not rebooted and they still did not have access to any of the orders on the computer, I told them that my card was already charged and I had already placed the order online and asked if I could just tell them what the order was and they said they were not allowed to make any food regardless of anything unless it was on their screen and because their computers were still rebooting they could not make my order. They told me they could not give me a time as to when they could make the order because they said it would be sometime after 4:30. They did not offer a refund or tell me what they could do to compensate and I was not able to sit around at the restaurant to waitBusiness Response
Date: 12/18/2024
complaint ID#: ********
Thank you for contacting us. we have provided a full refund of both orders back to this customers account. We have emailed a confirmation as well.
Please let us know if you have any questions or concerns.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:12/17/2024
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.
I purchased a drive up order on 12/9/2024. I wanted to receive credit for the points on the Jack **** After numerous attempts to credit on app unsuccessfully, I emailed numerous times and have received no response. This is not an isolated incident. This has happened many times. Sounds like false advertising.Business Response
Date: 12/18/2024
complaint ID#: ********
Thank you for contacting us. We have received reports in the past from this guest, 4 to be exact all 4 from April of this year and we have responded to each and every one of them. We have added the subtotal of $35.00 for 35 points into this guest's account. We noticed the phone number is missing from the profile, and this could be the cause of the issue. We suggest this guest login to her mobile account and add their phone number to their profile. We will go ahead and contact this guest to provide this feedback.
Thank you
****** *.
Jack in the Box
Customer Answer
Date: 12/18/2024
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:12/17/2024
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.
My name is **** **********. I just went through an event at Jack in the Box located at ************************************ and want to report it ***************** on 12/17/2024 around 10:30am, I visited my local Jack in the Box and ordered breakfast. After, I was almost done eating my food I noticed my breakfast sandwich bread had mold. I spoke to the team leader immediately and requested to see the rest of the bread they are serving they had in the kitchen. After inspecting the bread myself I realized it was expired and mold was on that too. I took the bread from them, I have pictures and video. I would like to request an immediate health inspection at the location to make sure they are following protocols with their food and dont get anyone else food poisoning. And also l, if possible, Id like guidance on how to go about this situation Ive experienced. Im not sure what health complications I will experience after eating there. Thank you. Very Concerned ********* Resident **** **********Business Response
Date: 12/18/2024
complaint ID#: ********
Thank you for contacting us. We are aware of this issue and **** has reached out to us. We reached out on the phone and were not able to connect. we will email and contact **** again. Once we hear back, we will be happy to address this issue.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:12/17/2024
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.
no you're supposed to summarize the complaint I apologize for the misunderstanding. Here's a concise summary of the complaint in under 2000 characters:Complaint Summary:On [date] at Jack in the Box [address], staff refused to provide a receipt for a requested refund after a ***** minute wait for food. Manager ****** took the card but denied multiple requests for a receipt, claiming it was "policy." An employee refused to give their name and rudely denied attempts to view or photograph the receipt when asked.The complainant was unexpectedly informed that police had been called, despite no wrongdoing. A police cruiser was seen, but no officer approached, suggesting the request for a receipt was lawful.Key issues:1. Denial of refund receipt, leaving no proof of transaction 2. Rude and unprofessional staff behavior 3. Improper threat of police involvement for a legitimate customer request 4. Lack of transparency in refund process The complaint alleges these actions violate standard business practices and may constitute unfair business practices under Washington's Consumer Protection Act (RCW 19.86).Requests to Jack in the Box corporate:1. Investigate the incident and clarify refund/receipt policies 2. Improve staff training on customer service and refund handling 3. Provide refund confirmation and explain receipt denialBusiness Response
Date: 12/17/2024
Order #***************** - Refunded
Thank you for contacting us. A refund was already processed for this morning's order. There will always be a confirmation emailed to you, and this should have been communicated to ******. We apologized for the experience, and we will be happy to provide this feedback for the ************** team. There is no physical receipt they could have provided for a mobile App refund and should have communicated to the guest that an email confirmation would be available in their email or have provided the Guest Relations contact information.
Thank you
****** *.
Guest Relations
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