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
- 599 total complaints in the last 3 years.
- 248 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:09/18/2024
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.
I have used the Jack in the Box Mobile app to order food. Since 9/16/24 I have requested to delete my account due to 2 disputes which I have been trying to get addressed with them and no luck. So far I have sent 4 emails, one earlier this month and one every day since Tuesday. Dispute #1 Date: Aug. 19, 2024 Order # ***************** I placed an order in the amount of $9.00 but due to mis communication, it defaulted to the wrong location, I never picked it up.Dispute #2 Date: Sept. 16, 2024 Order # ***************** I was looking through the menu via the mobile app and decided up on a cheese burger which I got for free because I used my reward points. I was then charged $15.80 shortly after picking up my order. I have tried multiple times in reaching out to Jack in the Box several times via email with no response. I have also tried calling HQ but the numbers on file are not in service or not numbers to Jack in the Box customer service.
Business Response
Date: 09/19/2024
complaint ID#: ********
Thank you for contacting us. We show your order from 08/2024 was refunded back to your account. Order #***************** - Refunded
A confirmation email was sent out to you (please check you Spam or Trash). The 2nd order for 9/16/2024 was a purchase that was made with points earned and no money is due to guest, but I have put the points back in guest's account.
I will email this guest, our contact information. Please let me know if you have any questions or concerns.
Thank You
****** *.
Jack in the Box
Initial Complaint
Date:09/16/2024
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.
9-16-2024 Ordered my meal, store had about ***** minutes to make it since I had to pick up my kids from school. Ordered was put it around 640pm or so. Picked up my order around 715pm. Gave me the wrong burger when I ordered an ultimate cheeseburger and they gave me a Jumbo ***** Half of my fries from one of my order was missing. All the tacos were missing the sauce when I only requested 4 of the tacos without the sauce. My girlfriend tried calling 4 times. No luck! Seems like they were picking up the phone and hanging up. Ridiculous!Business Response
Date: 09/17/2024
complaint ID#: ********
Thank you for contacting us. We have provided a full refund of the order back to ******* account.
Please do not hesitate to contact us if you have any questions or concerns.
Thank You
****** *.
Jack in the Box
Initial Complaint
Date:09/15/2024
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.
On 9/14/2024 around 8:00-8:15 PM we stopped in to the drive thru of Jack in the Box located at ********************************* It took a few minutes for them to answer, then when they answered and said that they would be with us in a few minutes, it was ***** minutes and still no answer so we decided to drive to the window and there was no one even at the window to even help us. So we decided to leave. This was truly a bad experience and we as customers should have been treated better and I believe that this particular location possibly wasnt staffed properly and/or someone didnt show up for work. Im sending this to let the manager and team members know that this was not acceptable and that they should probably look at process improvements.Business Response
Date: 09/16/2024
complaint ID#: ********
Thank you for contacting us. We apologized for the experience you had and will be happy to follow up with management for this location.
I will email ******* ********* directly to provide my contact information.
Please let me know if you have any questions or concerns.
Thank You
****** *.
Jack in the Box
Initial Complaint
Date:09/15/2024
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 that my order was delivered but they didn't give me anything. I called the restaurant and you can only leave a voice message. I asked ******** and they would give me a refund, but if I had placed the order with them, you have to reimburse me because they don't have access to my payment method.********************************************************************************************************* ************** Order # *****************Business Response
Date: 09/16/2024
complaint ID#: ********
Thank you for contacting us. We provided a full refund of the order back to the guest account. We have emailed a confirmation to ******* also.
Please let me know if you have any questions or concerns.
Thank You
****************
Jack in the Box
Customer Answer
Date: 09/16/2024
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:09/10/2024
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.
We ordered food on the mobile app and when placing the order an error popped up saying a promo could not be added. Immediately my card was charged and there was no confirmation email/text or order history within the app. My money was stolen and my family didnt have dinner. Attempting to call the store results in an automatic sent to voicemail only for the voicemail box to be FULL. There is no way to contact the store to see if an order was placed or talk to a real person with the business to issue immediate refunds or fix in app problems.Business Response
Date: 09/11/2024
complaint ID#: ********
Thank you for contacting us. We were unable to find a mobile App order with the information Rose provided. I have called and left a Msg with my contact information and sent an email with this information to **** also.
Once we are contacted, we will be happy to address this issue.
Thank You
Guest Relations
Initial Complaint
Date:09/09/2024
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 Sept 9th 2024 at 12:45 AM. My cousin and I went to Jack in the Box located at ********************************************* we were in a red truck with a silver tool box in the bed of truck against the back window with black metal rack. I ordered Loaded tiny tacos $5.00 & mini churros $3.39 sub total $8.39 + Tax $0.78 = $9.17 for my order. I only Had a $50.00 bill on me I handed my cousin the money he handed it to the drive thru employee. when he returned with the food and change he handed the change folded up to my cousin my cousin intern handed it to me I grabbed the change and put in in my bra thinking the receipt would be in the bag (IT WAS NOT) also thinking that it was the correct change that should of been $40.83. Once I got home I was getting ready for bed and out fell the change that is when I noticed I was given one $10.00 bill and $0.83 cents. This is the 2nd time this has happened at this location the first time my order was $19.04. I should have received $80.96 in change in return what I did receive was $20.90 that day it just so happened I went to put my money in my purse that was in the passenger seat. I turned to ask the drive thru lady a question and the change fell on my seat instead of in side my purse. when I looked to pick up the change I seen that I was only given $20.90 and I told the employee right there. She did fix & acknowledged that she gave me less money due to having messed up earlier and didn't know how to replace the money in the register she expressed remorse so I let it go she did give me my right change after. What happened today is now making me feel this is happening more and more. I want my money back and I will not be going back to Jack in the box I will take my business else were. this is not morally right no matter how you try to see it.Business Response
Date: 09/09/2024
complaint ID#: ********
Thank you for contacting us. We need more information, and we need to speak to this guest directly. We have emailed guest with our contact information and have requested a call back. Once we hear back, we will address this.
Thank You
Guest Relations
Initial Complaint
Date:09/07/2024
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 a prime menu item the butter smashed ********************* through the drive-thru. When I got home I discovered I received the smallest cheap cheeseburger. I tried contacting them via their complaint email and also to their general customer service email. They have not responded. So I desire to file this complaint with the BBB,Business Response
Date: 09/09/2024
complaint ID#: ********
Thank you for contacting us. We were not previously made aware of this guest or the issue and could not locate any correspondence. We have emailed this guest and have requested a call back at their convenience. Once we hear back from ******, we will be happy to address this issue.
Thank You
****************
Jack in the Box
Initial Complaint
Date:09/07/2024
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 # ***************** 09/06/2024 8:52 pm My order was never left at the agreed location Because if there are no delivery people they continue taking orders at night ORDER NOT DELIVEREDBusiness Response
Date: 09/10/2024
complaint ID#: ********
Thank you for contacting us. We have provided a full refund for ******** on 0909/2024.
If you have any questions, please do not hesitate to contact us.
Thank You
****************
Jack in the Box
Initial Complaint
Date:09/06/2024
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 came to this location and bought food which was not fresh Wanted to use a restroom so the clerk refused to give restroom and said that the manager said not to give it However they have posted on the restroom door that its for customers only I felt that I was being reflected and as a restaurant they must provide restroom to customers regardless of race and color I need someone to act on this issue I have a video recording for this matterBusiness Response
Date: 09/16/2024
complaint ID#: ********
Thank you for contacting us. We apologize for the experience and would like to get more information about this visit. We will email this guest and provide our contact information. Once we hear back, we would be happy to address this issue.
Thank You
****** *.
Jack in the Box
Initial Complaint
Date:09/06/2024
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.
My order was canceled by ******** and I havent received my refund from this order number ***************** and I want my money back in the amount of $15.05 I dont want a gift card I dont want to use the app anymore because the order will take longer and Im hungry and upset . Please give my money backBusiness Response
Date: 09/09/2024
complaint ID#: ********
Thank you for contacting us. This order was refunded on 09/07/2024 and an email confirmation was sent out to *************************.
Please let us know if there is anything else we can do.
Thank You
Guest Relations
Customer Answer
Date: 09/09/2024
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,
******************
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