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:12/11/2023
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 to jack in the box in ****** **********
on **** ******* ******.. their phone is *** *** **** ...I order my food in the drive thru.. I was with my kids in the car on July 21 2023 around 10:54am ... I order 10 tacos half with sauce and half without sauce and a small coke tolal was $***** .. when I get there at the window I ask nicely to the cashier I spoke Spanish because she look like latina ,she looks like 40 years .. I ask her about my order I just want measure there is 5 tacos with sauce and 5 no sauce..she look like 3 seconds and she don't talk she just turn around and mocking... She cover her mouth and start making fun ..at that moment I feel discriminated for my language,voice, race ,a lot of things come to my mind... And something it hurts me was when my 2 girls tell me do you what happened..I tell yes they said she mocking and cover her mouth when you speak...one is 11 years and the other is 9 years old... Everything when we pass a jack in the box my daughters remind me what happen that day... I want to file a complaint for discrimination.because I don't feel I was welcome as a costumer and a person..
Business Response
Date: 12/12/2023
complaint ID#: ********
Thank you for contacting us. We have referred Mr. ****** request to Franchise office for further contact with him.
Thank you
****** **
Jack in the Box
Customer Answer
Date: 12/14/2023
I tell them a solution of what happened but they don't agree... I think what I tell them is good ....Business Response
Date: 12/18/2023
Complaint ID # ********
Thank you for contacting us. This is a claim that was forwarded to the Franchisee. Guest needs to communicate directly with Franchise contact that contacted the guest. It is up to Franchise to location on how to handle this claim.
At this time, we consider this report closed.
Thank You
****** **
Jack in the Box
Initial Complaint
Date:12/06/2023
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 November 28th,2023, at around 7:35PM, at ***********************************************************, I bought my son a loaded breakfast sandwich meal with a strawberry shake along with another meal for his mom, a 5 piece chicken chicken strips with fries and a fruit punch. The next day my son started vomiting and and feeling nauseated so I gave him some pesto bismol but it didn't help his condition. I took him to the hospital and they took CAT scans, took his blood, gave him morphine, and hydrated him with ******. He started feeling better so we left after they prescribed some medicines. He's been taking the medicine but he still throws up everyday and complains about stomach pains. I am very upset with Jack in the box because this isn't a isolated incident because about 3 months ago his mom was sick after eating a salad at a different location that we never reported. My son has been sick for over a week now and I'm sure he's gonna have to go back to the hospital since the **** aren't working and he feels miserable.Business Response
Date: 12/08/2023
complaint ID#: ********
Thank you for contacting us. We reached out to ***** and have addressed this issue.
Thank you
****************
Jack in the Box
Initial Complaint
Date:12/04/2023
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 11/24, used the mobile app to place an order for pickup at the ******************* location. On arrival to the drive through I was told the 3 thin mint shakes I ordered were not available, and was not given said items. I was not refunded for any of the thin mint shakes. I placed 2 separate refund requests directly to the company on 11/26 and 11/30 and have received no contact or refund from the company Order #*****************Business Response
Date: 12/08/2023
complaint ID#: ********
Thank you for contacting us. We have provided a Partial refund for Shakes that were not available. We have emailed a confirmation to this guest also.
Thank you!
****************
Jack in the Box
Customer Answer
Date: 12/08/2023
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,
****** Vea
Initial Complaint
Date:12/04/2023
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.
03/12/2023 ****************************************************************************** ************** Order # *****************. The order was incorrect and it only came with a soda and all the food came wet with soda, that is unpleasantBusiness Response
Date: 12/04/2023
complaint ID#: ******** Thank you for contacting us. We have provided a full refund of this orderback to customer's account and emailed a confirmation also.
If you have any questions, please do not hesitate to contact us.
Thank You
****************
Jack in the Box
Initial Complaint
Date:12/03/2023
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.
None of your phone numbers not your corporate office or your C.S. Let me say this a awful place the word awful just not do you justice. First I went to one of your place in Redlands CA. a while back they pretty much through my change at ******* fell on the ground & would not come out & pick it up they told to for one thing I am in the drive thru I can NOT get my wheel chair in the drive thru nor can I park & get my chair & roll down the drive thru without getting hit by a car, also while sitting in my wheel chair I would have been able to reach the coin's. Next place in Highland on Highland I have been going there for years every Sunday I get the same food 3 weeks ago I could not understand the person (think accent ) I guess she did not like that & she decided to ignore me at the window a good 6 mins. I place my order with her ask for the sausage cut in 1/4 and catsup in a container but no she give me those little bags of catsup and again I ask she she we don't have just salsa I ask how did the salsa get into those containers the answer I get get shoulder shrug I say just get one of those and put catsup in side and she brings me an empty one I tell to put the catsup inside in she say I can't open these. LIAR they come into the store separated I said I will never come back here again . Today I went to the one on Baseline in Highland and ask for the same order I always get ( had not been here before today ) ask for the sausage cut 1/4 when I asked was it 1/4 I was told no cut in half so I say I want it cut in 1/4 he say the cook said he is not allowed too and I have a ************ I told it is to hard and the break I gave him the food back and got a refund SO GUESS WHAT I WILL NOT BE GOING BACK TO ANY JACK IN THE BOX. No wonder why I have been read why is Jack in the Box going down hill!!!!Business Response
Date: 12/04/2023
complaint ID#: ********
Thank you for contacting us. We have reached out to this guest and informed her that we will follow up with district managers for both of the locations that she had issues with.
If you have any questions or concerns, please let me know.
Thank you!
****************
Jack in the Box
Customer Answer
Date: 12/07/2023
I was told someone from the district manager from each of the three place that we talked about would call me but as of today I have not been contacted and until I have talked with these three reps. I can't accept. Please send a reminder thanksBusiness Response
Date: 12/08/2023
Complaint ID ********;
Thank you for contacting us. We have provided the **** comments to the district manager. If there are special requests such as putting the ketchup in a container instead of a ketchup packet or cutting the sausage in quarters, it would be at the Restaurant Managers discretion to accommodate that and, unfortunately, not all special requests can be accommodated. At this time we will consider this report closed.
Initial Complaint
Date:12/01/2023
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 order on 11/30/2023 for my grandson's birthday and the entire order was poorly prepared. The ********* did not have gas and tasted like water with sugar and the very light color looked like apple juice. The fries were extremely salty. chicken from the raw hamburgers and the meat hamburgers were missing **************************************************************************** ************** Order # *****************Business Response
Date: 12/01/2023
complaint ID#: ********
Thank you for contacting us. We have provided a full refund of this order for *************************** and a confirmation was emailed also.
If you have any further questions, please don't hesitate to contact us.
Thank you
****************
Jack in the Box
Initial Complaint
Date:11/29/2023
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.
So I asked for a complimentary water which the drive thru worker said ok drive forward when got to window manager said it would be 25 cents if we didn't purchase anything else .... So to get a complimentary water we need to purchase to get a complimentary water which I never did do that every time I asked for a water .... So I told her make sure she does this to everyone .. so I sent some one for ask for complamntary water and what happens she got it so I took notice that anyone that looked homeless etc she treated them like that ... Isnt that racist ?Business Response
Date: 11/30/2023
Complaint ***********
Thank you for contacting us. We have reached out to ***************************** and left a voice mail with our contact information. Once the guest contact us back, we will be happy to address this issue.
Thank you!
****************
Jack in the Box
Initial Complaint
Date:11/28/2023
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.
11/26/20**- On Sunday after church I used the drive-thru at Jack in the box #** (****************************** ****** **.) I ordered the breakfast #** Meat lovers burrito combo meal priced at $8.59 on the order menu. At the window after reviewing my receipt I was charged $9.99, I brought it to "****" the drive-thru attendant" and he call presumably the person in charge (no name on tag). He said he could not refund me the difference so I asked for a full refund, he push the bag with food in it to the side, turned to the cash register (I could not see what he was doing), he stuck his hand out for my debt card, I gave it to him he turned to cash register real fast, gave me my card back without a refund receipt, before I could ask for a receipt he slammed the window closed and walked away. I waited a little bit for someone to come back to the window and nobody did even though the line behind me was 4- 5 cars deep. I drove around to parking lot took photo of menu showing advertised price with my receipt next to it. I got home, check bank account and no refund had been issued. This the the second time I've been to a Jack in the box and had this happen the other was store on *************. accross from ********************, Same exact "Bait and switch" in that instance I had not paid yet so I drove away. I believe if you check other items at the first JIB you'll find more Price discrepancies.Business Response
Date: 11/29/2023
Thank you for contacting us about complaint ID#: ********.
We called ************ and left a message on his voice mail. We also emailed him with our contact information. Should he call ** back, we will be happy to address any issues.
Thank you!
****************
Jack in the Box
Customer Answer
Date: 12/08/2023
Good Morning,
I have call ****** many times over the last week and the message is always we are closed today . Yes, she did call last week and left a message however that phone# she gave always says we are closed today, the other number I have for Jack in the box also is always closed today.
Resolution: Jack in the box #** to stop showing one price on the order menu and charging another at the window.Business Response
Date: 12/08/2023
RE: Complaint ID # ********.
I reached out to ************. We have followed up with Mgmt. and have requested call back to ************ in regards to this issue.
Thank you!
Guest Relations
Initial Complaint
Date:11/27/2023
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.
Sunday 11.19.23 at 8:30am I went through the drive thru as usual to place a special order for breakfast ***** no ham- add two *egg whites*. I was told they did not have egg whites. But I know Jack in the Box uses *fresh eggs*, and this is a regular order for me. So, I told the person, I have ordered this before and if they could just not use the yoke when they crack the egg. I said it like 4 times. She said should could not hear me- so I got closer and raised my voice. Another voice came on the intercom screaming at me saying "You don't need to comp no attitude! She said she can't do it!" I then pulled to the window to confront the person who yelled. Video surveillance will show was was NOT at all belligerent or rude. But the manager, *****- was horrible to me. She went off on me saying she wasn't going to tolerate my rudeness (even though I was not). She would not let me say anything. So, I said very soundly- I will take this matter up with your District Manager and Corporate. I asked her name. She said "*****! and you do that!! and then she slammed the screen in my face. There was a supervisor who is my witness that I was not attacking this lady or anything. This is NO way to treat anyone especially a customer. It's like she brought all of her anger with her to work. I want to go through the proper channels but it appears lack of good service is Corporate wide. I am not sure what to do next, but ***** needs to be reported and fired or re-trained.Business Response
Date: 11/30/2023
complaint ID#: ********
Thank you for contacting us. We have reached out to **** and addressed the issue.
Thank you!
****************
Jack in the Box
Customer Answer
Date: 11/30/2023
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.To add- Jack in the Box contacted me and advised I will receive a call from the District Manager. Additionally the franchise owner had been notified. I will consider the matter completely resolved once I know the restaurant manager has been reprimanded for her actions.
I appreciate the extremely professional response though from the representative from J&B CORP
Regards,
***************************
Initial Complaint
Date:11/26/2023
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 a mobile order on 11-24-23 At 11PM, the order was accepted by the restaurant and when I arrived the doors were locked and a cone was placed in the drive through window. Nearly $20 worth of food not received and there is NOWHERE on the app or their website to contact them.Business Response
Date: 11/27/2023
Thank you for contacting us in regards to complaint ID#: ********
We have provided a full refund of this order to **************** and emailed a confirmation of the refund also.
Thank you
****************
Jack in the Box
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