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
- 601 total complaints in the last 3 years.
- 253 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:10/08/2024
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 placed an almost 44 dollar order thru the mobile jack in the box app for delivery, from the ******* road Tumwater water Washington store at 805pm on 10/07/24. The entire order was trashed, the employees hung up on me, they forced my driver to wait 45 minutes for my food and everything was dumped out in the bags. I've tried requesting a refund through the app, I've tried contacting corporate, the store manager told me and that I can go f*** myself and she will not refund me and she hopes I get food poisoning, because I used to be her employee and she hates me. Now I k iw this was absolutely intentionally done and if something isn't done about this and I don't get my money back, my next step will be to file charges criminally bc it's a felony to mess with someone's food
Business Response
Date: 10/10/2024
complaint ID#: 22397036
Thank you for contacting us. We have already provided a full refund back to this guest account and emailed a confirmation als.
Please let us know if you have any questions.
Thank you
Maryam M.
Jack in the Box
Initial Complaint
Date:10/05/2024
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.
Date of Transaction:October 5, 2024 Amount Paid:$35.11 What the Business Committed to Provide You:The business, Jack in the Box, was supposed to provide a vegetarian meal as per my request. Specifically, i ordered the Homestyle Chk #** without bacon twice, along with other items like churros and water.What the Nature of the Dispute Is:Despite clearly specifying No Bacon in your order, the food served to me contained bacon. As Im a vegetarian on Saturdays, consuming bacon caused me to experience severe vomiting and diarrhea. This not only affected my physical health but also had a significant emotional impact, as it went against my dietary and deity beliefs, leading me to feel depressed and guilty.Whether the Business Tried to Resolve the Problem:When i brought this issue to the attention of the cashier at the drive-thru, they offered to replace the food. However, i declined the offer, as the damage had already been done both physically and emotionally.Business Response
Date: 10/07/2024
complaint ID#: 22383976
Thank you for contacting us. We need additional information about this visit, and we will send an email to this guest. We do not have a vegetarian sandwich, and I need to speak to guest to see if they are allergic to bacon since this was a chicken sandwich and guest is vegetarian.
I will email guest and once we hear back, we will be happy to address this issue.
Thank you
Maryam M.
Jack in the Box
Customer Answer
Date: 10/07/2024
Hi Team,
Yes I agree to the statement made by the business that they don't offer vegetarian sandwiches.
The visit was made on Oct 5th 2024 through Drive Through at 5:13:19AM where in we asked the business to give a HomeStyle Chicken replaced it with Hashbrowns and No Chicken, No Bacon.
Yes I'm allergetic to Bacon and I dont eat that at all.
All sorts of verification can be done at the store or using the recordings made through Drive Through.
Thank you
Business Response
Date: 10/08/2024
RE: Complaint ID # 22383976
Thank you for contacting us. We need this guest to communicate directly to us. We need additional information. I will email this guest again today but they need to reply to our email so we can address this.
Thank You
Maryam M.
Jack in the Box
Initial Complaint
Date:10/05/2024
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 October 5th 2024 I placed an online order at Jack in the Box at ***********************************************************************************. I ordered 2 ************* sandwiches and when I picked up the order neither sandwich had ranch or shredded cheddar cheese on them and they looked NOTHING like the sandwich pictured on the app. Also, the advertised business hours are 6am-2am, but they shut the lights off about 12:22am. When I mentioned this this to the man at the window his response was "Oh, are they off? I will check that" however we ate in the parking lot and the lights never did come back on.Business Response
Date: 10/07/2024
complaint ID#: ********
Thank you for contacting us. We have additional questions. Since you were eating in the parking lot, did you ask them to correct the order since you were missing cheese, and they did not give you ranch dressing?
We will go ahead and email this guest and once we hear back, we will be happy to resolve this issue.
Thank You
****** *.
Jack in the box
Customer Answer
Date: 10/07/2024
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, although I will think twice about eating at Jack in the Box next time. If Jack in the Box follows through with their resolution, I will consider this complaint resolved.
Regards,
**** ***********
Initial Complaint
Date:10/05/2024
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 August 31, 2024, I placed a mobile order for $12.83. However, I only received partial order. I didnt receive my large fries. I called and spoke to a gentleman (unfortunately, I didnt get his name). I informed him my order was missing my large fries. He said he would write my name and number down and compensate me with 2 large fries the next time. On October 3, 2024, I decided to fulfill the 2 large fries. So I made another online order for $28.14. I ordered 2 cheeseburgers, 4 tacos, and a combo with the intent to request for the 2 large fries I was promised. Unfortunately, when I entered inside the restaurant, the cashier stated my name did not appear on their notebook where they keep their compensated requests. She asked for my receipt and I said I didnt have it. I denied to take my order and asked for a refund. She said I can only receive a refund through the app. She said I had to come back the next day to speak to the manager. She didnt seem interested in helping me with my situation. She was very short and dry with me. I went in person and the manager said there is nothing they can do. At this point, I am very frustrated having to do this extra work to prove the mistakes made over a month ago for fries and be receiving of quality customer service.Customer Answer
Date: 10/09/2024
$4.00 for the missing fries doesnt even include the full price of the large fries PLUS TAXES. I also did not accept the 2nd order, to which you can refer back to your cameras. Also, 2 months? I returned BEFORE 2 complete months. No one at Jack in the Box ever said I have 2 months for my food refund. That is a weird unwritten rule youre making up. If you actually did the math, I went in late August to early October, which is LESS THAN 2 MONTHS LONG. Please make sure to do research before you make no sense.Business Response
Date: 10/10/2024
Complaint ID # ********
Thank you for contacting us. We have provided a full refund for the fries that this guest ordered. Furthermore if there is anything wrong with the food or missing, it is the restaurant expectations that the customer come back within a reasonable time. 2 months later is not a reasonable time but we have honored your request and refunded this guest for missing food. Jack in the Box considers this matter closed.
Thank You
****** *.
Jack in the Box
Initial Complaint
Date:10/03/2024
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 Wednesday October 2nd 2024 I used the jack in the box app to place a delivery order for a location in the city of pacoima **********. When I was checking out in the payment option it said my payment was declined. A friend who was with me also tried ordering it because we thought it was a glitch possibly, but it wasnt. We didnt end up ordering our food because of the payment problem. Today Thursday October 3rd, I checked my bank account to see that ********************** did indeed charge my card with the amount of $60.28. I told my friend to check her account and she also got charged 3 times because she attempted to check out 3 times. THIS IS A ROBBERY. THIS IS NOT OKAY. WHAT ABBOUT THE PEOPLE WHO DIDNT HAPPEN TO CHECK?? Jack in the box needs to be sued for this.Business Response
Date: 10/04/2024
complaint ID#: ********
Thank you for contacting us. We show there were 2 failed attempts to place this order. If there are pending charges still showing, we suggested this guest contact her bank and find out when the pending charges will be released to her account.
We will email *** and send an email confirmation of failed transactions to her.
Please let me know if you have any questions or concern.
Thank You
****** *.
Jack in the Box
Initial Complaint
Date:09/30/2024
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 customer service, I would just like to file this complaint about the tacos we received from The Jack in the box located on Tennyson in *******, ********** tonight. The date is September 29th. In the past, we have been disappointed on several occasions with orders being packaged short and not being able to turn around and complain about it because We have already drove a distance away before opening the bag of food. We had no choice but just let it go. Tonight though, we weren't shorted any of the items, but we ordered 10 tacos with other items, and all of the tacos had maybe a teaspoon of meat in them and nothing else. There was no lettuce in any of them either. It literally looked like someone just took a teaspoon of meat, and smeared it in the shells. Our grandkids were hungry by the time we brought the food home and started eating the other items we purchased. When they got to the tacos it is then that we discovered how poorly they were made. To try to load All the children back in the car to drive back to Jack in The in the box would have been too much to do, so we ended up eating the tacos without much ingredients in them. It literally was mainly taco shell that we were eating. We really enjoy Jack in the box food when we are able to treat ourselves to fast foods, but tonight was a big disappointment. We are not angry, just really disappointed, and honestly feeling a little cheated. Thank you for taking the time to Respectfully,.Business Response
Date: 09/30/2024
complaint ID#: ********
Thank you for contacting us. We need more information to follow up on this issue. We will send an email to this guest and will provide our contact information. Once ******* contact us, we will be happy to address this issue.
Thank You
****** *.
Jack in the Box
Initial Complaint
Date:09/30/2024
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 Jack in the Box app account was hacked recently and they were able to place 2 orders totalling to $48.62 on one of my debit cards I had stored in file. I was able to remove the card and dispute from my bank but I would to make sure I receive my refund. These orders were placed in ***** when I live in ********** so its impossible for me to order from that location multiple times.Business Response
Date: 09/30/2024
complaint ID#: ********
Thank you for contacting us. We have already responded to ******* and provided instructions for Fraudulent activity. This needs to be handled by ************** and he needs to file a dispute with his bank. If guest is not able to find the email instruction, we sent we suggest checking the Spam and Trash folders.
Please let me know if you have any questions.
Thank you
****** *.
Jack in the Box
Initial Complaint
Date:09/29/2024
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 did not receive my order nor have they responded to my complaint on the website nor have they given me a refund nor do they answer the phone.Business Response
Date: 09/30/2024
complaint ID#: 22356681
Thank you for contacting us. we show a full refund of this order was processed and credit was posted to the card ending in 3078. We suggest guest contact their bank.
Please let me know if there is any questions or concerns.
Thank You
Maryam M.
Jack in the Box
Customer Answer
Date: 09/30/2024
THIS IS NOT MY CARD NUMBER. I DON'T KNOW WHO THE REFUND WAS GIVEN TO, BUT THIS IS NOT MY CARD NUMBER.5613 W 38TH ST5613 W 38th St, Indianapolis, IN 46254(317) 291-5703Order # 29939505088806913Customer Name: Mariama AnnanCustomer Email: [email protected]Customer Contact Number: 13176608958Payment Method: Credit Card Visa x-5844. Amount: $49.96Business Response
Date: 10/03/2024
Thank you for contacting us. My apology card was Visa and last 4 digits are 5844. Please check with your bank and refund should be there already.
Thank You
Maryam M.
Jack in the Box
Initial Complaint
Date:09/27/2024
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.
I ordered food on the mobile app and when placing the order an error popped up saying a promo could not be added. The app charged my card twice yet the order didnt go through on the app. I then called the store which told me that they dont handle the payments and to contact them through the app for a refund. I went to the app to request a refund only to see that it requires having an order number which obviously it didnt give to me hence the failed order. I then attempted to contact their customer service through the app (because they dont list their number anywhere at all on their website) and I had two options presented to me, Asking me whether the contacting is in regard to a restaurant experience issue (which obviously doesnt apply) and request a refund which I cant do without an order number. I then attempted to call their number listed on the BBB only to find that they are closed until Monday, as is my card companys customer support so I wont be able to file a Dispute on my card until Monday. Not only am I losing the money that was stolen from me for the Tacos, but I am also losing out on the cost of the Free Large Fries from Free Fries Friday promotion which I wouldnt have purchased from Jack in the Box if it wasnt for the promotion because we spent our last 2.16$ on this order. Now My money was stolen and me and my pregnant wife will have to starve now. This is unacceptable, and infuriatingly anti consumer.Business Response
Date: 09/30/2024
complaint ID#: ********
Thank you for contacting us. We were unable to find any orders in our system for ****. We will email **** directly and ask him for more information about the order. the attachments are bank transactions showing pending charges. We suggest this guest contact his bank to inquire about the release of pending charges, since we do not see any charges or online orders in our system.
Thank You
****** *.
Jack in the Box
Initial Complaint
Date:09/26/2024
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.
Placed an order today at the **** Rd 1 Location in ********, **. I was not provided an order number or a receipt. So I have no idea on the exact total, but it was right around $60. My order was completely missing the bulk of the burgers and chicken sandwich for guests. When I called the store they said only corporate could refund the order, and they apologized. I have no phone number for corporate, nor did the store. I tried an online complaint, but without an order number it would not let me continue, convenient hmmmm. No receipt, no total, no order number so can't file for a refund. Totally unbelievable that companies think they can get away with 4 missing items on an order and get away with it.Business Response
Date: 09/27/2024
complaint ID#: ********
Thank you for contacting us. We apologize for the experience that Mr. ******* had and would like to address this. We can always be contacted through our website. I will reach out to Mr. ******* and will email him my contact information. Once we hear back from Mr. ******** we would be happy to address this issue.
Thank You
****** *.
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