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
- 604 total complaints in the last 3 years.
- 258 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:11/26/2024
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.
**************************************************************************************************** ************** Order # ***************** I called the restaurant and they never answered. I have not received my order, nor a message from the dasher, nor a DoorDash tracking link. It's almost midnight. I'm going to have to go to work without my lunch and spending double money. It's unacceptable. They shouldn't accept orders at night if they're not going to deliver them. Thank you for your kind help in resolving this issue. May you continue to have a beautiful and blessed week.
Business Response
Date: 11/27/2024
complaint ID#: ********
Thank you for contacting us. Thank you for informing us of the issue. We show this order was delivered and have started a follow up. We will contact guest directly once we hear back from 3rd party delivery.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:11/25/2024
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 made an order in the mobile app on 11/1/24 and went to pick it up at about 11:50am. The store was closed. There were other customers there waiting in line and trying to enter the building but the doors were locked. I immediately requested a refund. The company reached out on 11/12/24 with a survey inquiring about if someone contacted me about the incident and I said no. They apologized and said that theyd have someone reach out soon. Here it is 11/25/24 and no one has reached out yet. I have tried other means of contact but its impossible to find a number and the ones that you do find either dont answer or arent what youre looking for.Business Response
Date: 11/27/2024
complaint ID#: ********
Thank you for contacting us. We apologized for the experience and have provided a full refund back to the original form of payment.
Please let us know if you have any questions.
Thank you
****** *.
Jack in the Box
Customer Answer
Date: 11/27/2024
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:11/24/2024
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.
The business charged my card twice after asking for a refund due to low food safety and mishandling of our food ordered through the drive through.Business Response
Date: 11/25/2024
complaint ID#: ********
Thank you for contacting us. We researched the charges, and both charges were refunded back to this guest's account. We still would like to contact this guest directly to see what alleged food quality issue was and to investigate and address the issue.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:11/23/2024
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.
I am a diabetic and cannot use WHITE SUGAR for my drink..today I was told that the BLUE SUGAR is no longer available....the community of Diabetic customers is not going to be happy...Why would you do something so detrimental to diabetic customers?***** *****, SANTEE, CA ***** ********************Business Response
Date: 11/25/2024
complaint ID#: ********
Thank you for contacting us and information you have provided. We will be happy to pass it along to appropriate management team.
Thank you
Guest Relations
Initial Complaint
Date:11/21/2024
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.
Found a Bug in my Jack in the box salad. I was eating the salad and had to discard the rest. I nearly at the bug. See pictures.Business Response
Date: 11/25/2024
complaint ID#: ********
Thank you for contacting us. We will reach out to this guest directly to obtain more information. The pictures do not show the object. We have notified our ***************** for further follow up and investigation. This was a store visit, and Corp will not be able to refund a instore visit.
I will be happy to reach out directly and offer apology and certificate and ask for a more focus picture to see whether we can detect the object since the pictures do not show specifically the actual alleged object.
Thank you
****** *.
Jack in the Box.
Initial Complaint
Date:11/16/2024
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 made an order thru the app and it sent it to the wrong location and still charged me and took my reward pointsBusiness Response
Date: 11/18/2024
complaint ID#: ********
Thank you for contacting us. If the guest places an order at the wrong location, they can contact us and we are happy to refund as one time courtesy. We show the last 9 orders placed by this guest for 11/2024 have all been at the same Jack in the Box location #**** so we are not sure what was wrong location or the order and name on all the orders is Cash Cloey.
We are happy to reach out to the guest and get the additional information we need, and we will address this issue.
Thank you
****** *.
Jack in the Box
Customer Answer
Date: 11/18/2024
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 yes I would like a complete refund
Regards,
Mpindazi Umoja
Initial Complaint
Date:11/14/2024
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.
We we*t to the Jack * the box located at *******************************************; store # **** OFallo* IL *****; ALL of the employees were beyo*d rude. Our dri*ks tasted awful. The cook came to the fro*t a*d was scratchi*g his **** regio*. This was highly disturbi*g a*d is beyo*d comprehe*sio*.Whe* we tried to request a refu*d, the cashier said that there was *o ma*ager o* duty a*d that we could*t have a refu*d. So, we had to leave a*d wait to get a call back from the ma*ager. Which of course, *ever happe*ed. We *eed a refu*d i* the amou*t of $17.56 as it would have bee* risky to co*sume food from workers that are actively **** scratchi*g i* the prese*ce of customers.We are deeply co*cer*ed a*d disturbed by these eve*ts. As this is a public health issue. Tha*k you.Business Response
Date: 11/15/2024
complaint ID#: ********
Thank you for contacting us. Unfortunately, we are unable to refund a store visit but can offer apology and certificates for future visit.
We will email this guest and provide options and let them make a decision as what they would like to do. Once we hear back, we will be happy to resolve this issue.
Thank you
****** *.
Jack in the Box
Customer Answer
Date: 11/20/2024
The business (**** n the box) did reach out to me via email. I replied & they did not reach back out to respond to my reply. I would like a response to reply that I made. Thank you!!
Business Response
Date: 11/20/2024
complaint ID#: ********
Thank you for contacting us. I emailed this guest directly and offered to send certificates and ******* accepted. We sent out the certificates on 18th the day you send your response. it may take 7-10 days until it is received.
This was a store visit and as I explained before, we are not able to refund store visits. We offered certificates and apology letter, and it was accepted. Please allow time for certificates to arrive. We have already notified appropriate management teams for follow up with their crew.
Please let us know if you have any questions or concerns.
Thank you
****** *.
Jack in the Box
Customer Answer
Date: 11/20/2024
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,
******* M
Initial Complaint
Date:11/14/2024
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.
The employees gang accosted me, including a 10 year old little girl who was behind the counter.The drive thru attendant neglected to give me my root beer. So I drove back to the Jack in the Box, and asked for the root beer that I paid for.Rather than apologize, the Mexican woman was rude, snide, sarcastic, confrontational. She said she told me, but I told her I did not hear or understand her.She then had her 2 gangster employees and her Daughter chase me out of the store as though I had done something ******** was the most bizarre and frightening experience of my life at a restaurant. They were all hurling swear words at me, they acted like thugs from a gangster neighborhood.I am still shaking and trembling with fear.I am a senior, widow and disabled.Business Response
Date: 11/15/2024
complaint ID#: ********
Thank you for contacting us. We apologize for the experience and will be happy to address this issue. We need additional information.
We will email ******* ******* and will request the information we would need to follow up and will resolve this once we hear back.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:11/12/2024
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.
I received 2 coupons for complimentary combo meals & 5 locations will not honor the coupons! Have left numerous messages with **** on the box in the last 3 months! Would like to use the coupons that were given for a prior complaintBusiness Response
Date: 11/13/2024
ID # ********
Thank you for contacting us. We need additional information to address this. We need to know where the certificate came from (we were unable to find a report for this guest in ************* location of the jack in the boxes that did not accept the certificates.
I will email this guest and once **** contacts us back, we will be happy to resolve this.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:11/11/2024
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.
Complaint against Jack in the Box - Order Issues and Lack of **************** On November 2, 2024, I placed an order with Jack in the Box (Order #: *****************) for a total of $54.38. The company promised delivery by 11:14 PM, providing both the drivers and the stores phone numbers to resolve any delivery issues.However, the experience was disappointing on multiple levels. First, the delivery was late, with the driver arriving at 11:49 PM, far beyond the promised time. Tracking in the app showed the driver was not even in my neighborhood initially. When I attempted to call both the driver and the store using the provided numbers, neither answered.Upon arrival, the driver could not communicate with me due to a language barrier, and I found multiple issues with my order. Some items I paid for were missing, the food was cold, and the milkshake was entirely melted. I attempted to seek a refund for the incomplete and unsatisfactory order through the mobile app, but it has been over seven days without any response or communication from the company.The only customer support option I have been given is the phone number for the location I ordered from:*************************************************************************** ************** Despite multiple calls to this number, no one has answered. The phone rings about 12 times before going to a voicemail message that states, memory full, enter the remote access code, making it impossible to leave a message or reach anyone for ************* a consumer, I am entitled to receive all items I paid for or be provided with a refund. Jack in the Box has failed to deliver on both the product and customer service, leaving me frustrated with no resolution. I am seeking assistance from the Better Business Bureau to help facilitate a refund and improved customer support from **********************.Business Response
Date: 11/12/2024
complaint ID#: ********
Thank you for contacting us. This customer contacted us, and we have replied back and offered replacement certificates for future visits and have not heard back.
Please let us know if you have any questions
Thank you
****** *.
Jack in the Box
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