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.
- 260 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:12/17/2024
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
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.
At Dec 15, 2024 at 2:44 am in *********, **, I went through the drive through to order food. Drive through is open until 3:30am. I waited at the box for 10 mins and no one spoke. I went to the window and waited another 10 mins and no one came. This is not the first time this has happened to me. It happened a couple years ago in the same drive through. I waited another hour and a half just to have them open up at 4:30 and tell me he had to take his break. But they saw me there, peeking around the corner here and there, and just left me there. Additionally, the location in ******* down the road months after that did the same thing. They were sleeping in the booth. One came and said he was late (by 20 mins) i filed those two complaints and **** and the box did NOTHING. Never contacted me. One of those times even paid with the app and they never refunded me.Business Response
Date: 12/17/2024
complaint ID#: ********
Thank you for contacting us. We apologize for the experience and thank **** for notifying us. We were unable to find any other recent report. Last report was in 2023. We have also checked for Mobile App account and orders and were unable to find a mobile App account or order.
We will be happy to follow up with Mgmt. at this location to address this. Location is able to close for any number of reasons from being short staffed to equipment issues.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:12/16/2024
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 had an online order with the ***** ***** location. It was a large order and when I got home and checked for all the items it became apparent that the order was missing the French fries. I tried contacting the location directly and no one would answer. I submitted an online complaint requesting a refund, even a partial refund would have been appropriate as I understand mistakes happen. However no one has contacted me back to date. I submitted a second complaint about the same order and also have not heard back from that complaint as well. The lack of customer service is astonishing. I simply request a refund on the issue. Due to the lack of response I now think a full refund is more appropriate.Business Response
Date: 12/17/2024
complaint ID#: ********
Thank you for contacting us. We apologize for the experience and will be happy to contact this guest and offer apology and 1 Combo meal certificate for missing 2 small fries that was missing from the double vision meal deal that was $6.81.
Please let us know if you have any questions.
Thank you
****** *.
Jack in the Box
Customer Answer
Date: 12/19/2024
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:12/16/2024
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 want a refund to my Discover card in which I did not get my double cheese burger. This was a t-mobile Tuesday promotion, but the promotion did not work adequately. It was supposed to be free and I went there with the purpose of using this promotion. Instead, it charged my Discover Card and Discover is such a stinky, despite being on the phone with them as i was in the restaurant, they had refused to help. They even wrote me letters to the effect. I will close out this card after I settle this with ****-in-the-Box.I never got my burger and I was charged $6.33 on my Discover card. The workers do not speak adequate English in order to communicate and they said there was no manager there. Discover insisted that I work this out with their manager. Then, the next day, I called as I also called another day, and their phone is Not answered and there voicemail is full.Business Response
Date: 02/05/2025
complaint ID#: ********
Thank you for contacting us. T-Mobile offers have to be redeemed and ordered online and it is not for ordering in store as the store has no way of applying these offers and they are online promotions. We were unable to find any mobile orders for the past 60 days in this guest's account.
We will email guest directly and will ask for this information.
Once we hear back from this guest, we will address this issue.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:12/16/2024
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 placed an order for a birthday gift and my gift was a Jack in the Box dinner that was never delivered. They made me look like a liar that they didn't send anything and my money was taken from my card. Terrible delivery service at the restaurant. I always have a great time. They are very friendly, clean and smiling, but their delivery service leaves a lot to be desired.************** ************************************** ************** Order # ***************** Customer Name:******* *****Business Response
Date: 12/16/2024
complaint ID#: ********
Thank you for contacting us. We have provided a full refund of the order for this guest and are investigating this delivery with 3rd party delivery service it shows the order was delivered.
Thank you
Mayam M.
Jack in the Box
Customer Answer
Date: 12/16/2024
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:12/15/2024
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 went through the drive trough at the jack in the box on ******************************* in ********* nc on dec10 and dec 14th and nobody would take my order. When I drove up to the window they just looked at me and walked away never came to help me. When I tried to go inside the doors were locked. This happened at 4pm during business hours. I'm highly ****** off. How is a business allowed to treat customers this way!!!!!!!!!?????Business Response
Date: 12/16/2024
complaint ID#: ********
Thank you for contacting us. We have reached out to this guest via email and have sent an apology and promised a follow up. A location is able to close if they are having issues from being short staffed to having equipment issues that will not allow them to open. In a case *** this, the manager and district manager are made aware of the issue and there would be a sign letting customers know they are closed.
We have reached out to the management to address this issue.
Once we hear back from this guest, we will be happy to address the issue.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:12/14/2024
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 today, December 14th 2020 four, the Jack in the box and ****************** on 82nd and *********. ***, the wrong order didn't give me a full order. And when I went into complain, they refused to give me a refund and forced me to take food. That was an adequate and discustingBusiness Response
Date: 12/16/2024
complaint ID#: ********
Thank you for contacting us. We have reached out to this guest and have offered apology and certificates for future visits at any Jack in the Box.
Once we hear back from this guest, we would be happy to address the issue.
Thank you
Maryam
Jack in the Box
Initial Complaint
Date:12/12/2024
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.
Hello,I am in utter shock with the constant issuies at the *********, **, Jack in the box. I have ate there 3 times in the last 5 months and ALL orders were WRONG and made almost as a JOKE. I asked for a plain chicken sandwitch for my kid, explained no lettuce just the meat, sauce and bread..... I RECIEVED A BOX WITH A PIECE OF LETTUCE in it, for real! They have always given me the wrong order but I always check my reception so haven't drove away to have that annoying problem. However my spouse did a pick up order that of course he was given some one else's, when he came back, he was told by MANAGEMENT that they woulde t help unless he BRPUGHT BACK THE FOOD TO BE DESTROYED that it is JACK IN THE BOX POLICY. Once getting the correct order, the cheesy potatoe wedges had, again not exaggerating a DOT of cheese with burnt baccon bits tossed on just the cold plain fries. I tried to upload a picture but this site said the file was too big, it's honestly insane that anyone would be this bad, rude, and down right wrong. It's almost like the city is being pranked. I have spoke to other people and ALWAYS hear the **** complaints, apparently if you want to eat there, the locals drive to the next town which is *******, ca. This can't be right?Business Response
Date: 12/20/2024
complaint ID#: ********
Thank you for contacting us. We apologize for the experience and will reach out to this guest directly. We need additional information to address this guest's issues. If the manager asked for the food back, is because it is part of their inventory, and they will ask for it back. Customers can take back the food and receipt always and ask for refund or replacement. We need a copy of the receipt, date and time of the visit, dollar amount, what the issue was with the order any pictures of the order that was not satisfactory. Once we have this information, we will look into this and will follow up directly with the customer to address this issue.
Thank you
****** *.
Jack in the Box
Customer Answer
Date: 12/21/2024
I disagree that the response I recieved is going to do any change to rude and unreliable management, with food that not only is ALWAYS wrong but made poorly, as I stated before, I recieved a box that burgers come in with simply just one single peice of lettuce in it, there is no excuse for that and no possibility of an explanation for that kind of ridiculousness. La crescenta is a loved by its community and knowing a whole vuisness here is like this really needs to be looked into and solved.
The order number for the food that was given completly wrong is 31706692243341312
Also then was given cold food that once again had ONE SINGLE dot of cheese for cheese wedges and 3 crumbs of burnt black baccon bits?????
Business Response
Date: 12/23/2024
Complaint ID: ********
Thank you for contacting us. We have reached out to this guest by email and have not heard back. Once we hear back from this guest, we will be happy to address this.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:12/12/2024
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 11/13/24 I placed a mobile order for the nearest location which it said it was 0.0 miles away when I arrived they said they didnt have my order and asked for the address they then told me that location is 5 miles up the road. I immediately called the location that my order was at and asked if they could cancel it she told me they cant cancel mobile orders but I could do it online. The only thing I was able to do was submit a feedback request so I called back to speak to a manager (same person answered) she said she was a manager and I explained what happened she again said I could come get the order or request a refund online. 72hrs later after no contact from anyone like it says I submitted another. Per the policy it says they dont issue refunds after 30 days so here we are coming upon the 30 day **** and they have yet to reach out to me or try to handle the situation professionally. I hate to make a big deal over $10.83 but it seems a little unfair I didnt get my food and I cant even get a call back when I followed their protocol.Business Response
Date: 12/13/2024
complaint ID#: ********
Thank you for contacting us. This order was refunded on 11/19/2024 to customer card ending in 7861. We suggest customer contact their bank to confirm this.
Thank you
****** *.
Jack in the Box
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