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
- 602 total complaints in the last 3 years.
- 255 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:10/28/2024
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.
The tacos that I got tasted burnt so I opened one of the tacos and it had a lot of burnt spots on the meat
Business Response
Date: 10/28/2024
complaint ID#: ********
Thank you for contacting us. We have provided a full refund back to the Guest account.
Thank you
****** *.
Jack in the Box
Customer Answer
Date: 10/28/2024
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:10/28/2024
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 writing to formally file a complaint regarding an issue I experienced on Friday, October 25th, 2024, at Jack in the Box Store #**** in *******, **. I ordered a meal at the drive-thru, but upon receiving my food, I discovered that it was severely overcooked (burnt to the point that it was inedible). I was charged for the meal despite this issue.I attempted to resolve the situation by calling the store and speaking with an employee named ******. I requested to speak with a manager, but ****** informed me that the manager, ******, would not be available until Monday, October 28th. She then offered to resolve the issue herself, but the only solution she provided was for me to return to the store with the meal for a replacement. I explained that this was not possible as I had already driven to work.Unfortunately, at this point, Melody's tone became rude and dismissive. She stated, Well, its not our fault everything here is on a timer, so if you cannot bite into it thats the machine. When I reiterated my desire to speak with a manager, she responded that ****** would only tell me the same thing and suggested I file a complaint online. She then abruptly asked for my name, which I provided, but when I started to give her my phone number, she cut me off, stating, I dont need your number, and hung up on **** found this interaction extremely unprofessional and disrespectful, especially considering that I was simply trying to address a legitimate concern with my order. The manner in which ****** spoke to me and handled the situation was unacceptable, and it has only added to my frustration with the entire experience.I am reaching out in the hopes that this matter can be escalated to a district manager or higher-level management for review and resolution. I would appreciate assistance in rectifying both the poor service and the issue with my order.Thank you for your time. I look forward to hearing from someone to resolve this issue.Business Response
Date: 10/28/2024
complaint ID#: ********
Thank you for contacting us. We apologize for the experience and will be happy to address this issue. We will contact this guest directly to address this. Once we hear back, we will be happy to resolve this.
The resolution that was offered was reasonable and we can only replace the order or refund, if the guest comes back to the location. If the employee was rude about it, we are sorry and will be happy to follow up and make sure the Mgmt. will address this.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:10/28/2024
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 10/23/24 at 3:42pm I ordered a 3 piece chicken strip combo with curly fries and a cherry coke along with 2 tacos from store 3021. Everything seemed fine the only item of concern could be the ranch which was being kept at room temperature. After eating the meal when I got home 10 minutes later I became sick and dealt with stomach issues throughout the night and into the next day. I stayed hydrated the conditions really felt like food poisoning. I will not be returning to that Jack in the Box againBusiness Response
Date: 10/28/2024
complaint ID#: ********
Thank you for contacting us. We need additional information from **** ******* and will be happy to address this issue. We will email **** and will request the information. Once we hear back, we would be happy to resolve this issue.
Thank you
****** *.
Jack in the Box
Customer Answer
Date: 10/31/2024
I have responded to the businesses email and am awaiting adequate response to my concerns. As of yet no response has been given.Business Response
Date: 11/01/2024
Complaint ID: ********
Thank you for contacting us. **** ****** spoke to one of my colleagues today. My colleague ****** addressed the issues. Guest was offered certificates and apology letter, and it was accepted by *** ******.
Please let us know if you have any questions or concerns.
Thank you
Maryam
Jack in the Box
Initial Complaint
Date:10/25/2024
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 was trying to figure out how to order breakfast from the jack in the box menu without being forced to eat pork. The manager was the rudest being ever 3 days in a row just trying to get equal portions for the same price of ************* I'm paying for a portion not a formula. Weights and measures and no compassion for those that avoid parasites in pork for health and religion at the same time. Religion says because it is not safe over a long period of consumption and how dare this terrorist bearded individual discriminate against my dietary requirements by yelling "You have no rights! You don't argue! You don't complain!" You need other options that don't cost a 1.15 extra to change the meat for breakfast. I shouldn't have to argue with him is the truth or explain. You should already know this! Ridiculous!Business Response
Date: 10/28/2024
complaint ID#: ********
Thank you for contacting us. We apologize for the experience this guest had and will be happy to address this issue. We need additional information like location of the Jack in the Box, time and date of the visit and what the discrepancy was. If you purchase a sandwich and want to take an item off, you are welcome to do it and there is no charge but there is a charge for any substitution.
We will contact this guest by his email address and will request the information. Once we hear back, we will be happy to address this issue.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:10/25/2024
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.
This location keeps getting worse. They will keep taking mobile orders when the store has no staff and confirm that they were made to steal your money.I tried to order breakfast at 5am. The store's posted hours are 24/7, but when I arrived there was a handwritten sign taped that said (sic) "We are close we oped at 6AM tommorow".Of course, at 6:30, the drive thru is still closed with a piece of cardboard blocking the window. When I tried to get a refund, the "district manager" ******* ******* couldn't navigate Jack in the Box's refund system. Based on her writing, she was probably the author of the ******* summarize, they are accepting and confirming orders while closed and are being extremely obstinate about providing refunds.Business Response
Date: 10/28/2024
complaint ID#: ********
Thank you for contacting us. There was a full refund back the customer's account on 10/25/2024.
Please let us know if you have any questions or concerns.
Thank you
Maryam
Jack in the Box
Customer Answer
Date: 10/28/2024
I can confirm I received the refund.
Initial Complaint
Date:10/24/2024
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.
You need to bring back the monster nachos taco with jalapeno I'll pay 100 for one popular item in ****************** please and thank youBusiness Response
Date: 10/25/2024
complaint ID#: ********
Thank you for contacting us. This is a suggestion comment about a request for a product to be brought back. We do not consider this a legitimate BBB complain. Customers can go to ********************** Website and express their opinion on any matter including, asking a product to come back.
Jack in the Box consider this matter closed.
Thank you
Maryam
Jack in the Box
Initial Complaint
Date:10/23/2024
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.
To whom it may concern:I'm complaining about the store staff's deception and the food at ********************************************I ordered the food with to-go packs ( about 4) of mayonnaise online on Oct 23rd at 9:50am.Everytime one of staff ( he seems in charge of the store) said " we don't have mayonnaise " with mean and annoying attitude, and the other employees ( seems she made my order) is very rude as well. I ordered the food at above store several ******** doesn't make sence they don't have pack of mayonnaise everytime I ordered.If they don't have mayonnaise, they were supposed to notify me online when I ordered food. so I wouldn't order at the above store. But they did not. I can't eat my order( breakfast sandwiches) without mayonnaise or other sauce, so I asked for the other sauce instead which is also free of charge when ordering food.All sauce are free of charge when ordering food online.But he would charge me for the ******** makes me think he refused to give me the mayonnaise intentionally because it costs.I was unhappy and, I returned the food I already paid online.This is absolutely deception and not acceptable.I would appreciate it if you could take this very seriously.Thank you very much!Business Response
Date: 10/24/2024
complaint ID#: ********
Thank you for contacting us. we show there were 2 online orders placed for $3.32 and 3.31 within an hour of each other and they were both picked up. We do not see any deception if a location is out of Mayo packets.
We thank this guest and will follow up with location. Jack in the Box consider this matter closed.
Thank you
Maryam
Jack in the Box
Customer Answer
Date: 10/25/2024
I'm very disappointed with Jack in the box regarding my complaint. The response does not make sense.
First, as I mentioned in my complaint, it is apparently deceptive to charge a fee for something that is advertised as free.
Second,I returned the first order because of one of the staff
Business Response
Date: 10/25/2024
RE: Complaint ID # ********Thank you for contacting us. We have already reached out and provided our feedback for this customer.
********************** consider this matter closed.
Thank you
Maryam
Jack in the Box
Customer Answer
Date: 10/27/2024
Dear: ******
With all due respect:
I am very angry and disappointed at your arrogance and refusal to admit one of your franchise stores's wrong and problem.
it is apparently deceptive to charge a fee for a sauce that is advertised as free.
Thank you
sang wook parkInitial Complaint
Date:10/23/2024
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.
order not delivered I placed an order and it was not delivered. The car was moving in the right direction, but no one ever delivered my order into my hands as I requested. The delivery instructions were not followed and I do not have my order or my money.Business Response
Date: 10/23/2024
complaint ID#: ********
Thank you for contacting us. This guest already filed a report with us on our website and we have already refunded this order as courtesy and emailed a confirmation to this guest even though the 3rd party delivery shows the order was delivered. We have opened up a case with 3rd party delivery and have requested proof of delivery. But this guest has already been refunded.
Thank you
****** *.
Jack in the Box
Customer Answer
Date: 10/24/2024
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,
****** Withmare
Initial Complaint
Date:10/22/2024
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.
Every time I use your app to purchase food thru an online order, my order NEVER ARRIVES not ever not once!!!!!! Today being the most recent!!!!!Business Response
Date: 10/23/2024
complaint ID#: ********
Thank you for contacting us. We have several reports from ****** ******* and every single one was responded back to this guest. We show all these orders were delivered to this guest except one in May 2024 that was cancelled, and we have refunded all of them. This order shows it was delivered as well but we refunded it as courtesy to Ms. ******* and have emailed a confirmation also. Since Ms. ******* states she is not getting her delivery orders, we suggest you do not order delivery and maybe you would order for pickup.
Please let us know if you have any questions.
Thank you
****** *.
Jack in the Box
Customer Answer
Date: 10/23/2024
Yes it says delivered but, thats only because the driver marked it as delivered but my husband and I sat at home for hours waiting on it and it never arrived! The driver is supposed to take a photo when delivering but he did not so as I mentioned it was marked delivered but we never received it! I only request a refund if its legit and necessary! So that was not a courtesy refund! That was legit my refund I had coming.Business Response
Date: 10/24/2024
Complaint ID # ********
Thank you for contacting us. As we explained in the previous report, we have already refunded this order back to this customer's credit card.
********************** consider this matter closed.
Thank you
Maryam
Jack in the Box
Initial Complaint
Date:10/22/2024
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.
10/19/2024, at 4-6pm I went to buy a meal from jack in the box and I received bad customer service and I'm a frequent customer by a lady with short hair, brown skin, and don't attend customers, rude attitude. I bought a muchie meal and was made to look disgusting all soggy and greasy but the only good thing about it was the spicy chicken and the rest was old and not fresh. I waited a long time for my order to be taken and the lady was facing her back towards me which was rude and looking at her phone and a big *** told her I was at the register. The big *** had good customer service because he recognized me. Please check into the restaurant to not lost a customer and make a change.Business Response
Date: 10/23/2024
complaint ID#: ********
Thank you for contacting us. We need additional information for our follow up. Guest did not provide the location address and their email address.
We called this guest and left instructions on how to share this information. Once we hear back, we are happy to address this issue.
Thank you
****** *.
Jack in the Box
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