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.
- 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:11/25/2023
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.
The food I received was just an absolute joke. Never have I been sold and brought food that was not only cold but raw as well. Thankgod I took just one bite and spit it out just in case. This is flat out ridiculous, shame on this location for not only messing up my order last time but missing some items this past order and giving me raw food. My chicken sandwich or burger wasnt fully cooked. And Ive got the food from the same location. I really want my money back for this. I will just not continue to give service to this location of jack in the box.
Business Response
Date: 11/27/2023
Hello,
Thank you for contacting us about complaint ID#: ********. I reached out to ************************* by phone and was unable to reach him. I have emailed ***** with my contact information.
Once ***** contacts me, I will be happy to address any issues.
Thank you!
****************
Jack in the Box
Initial Complaint
Date:11/19/2023
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.
The food at Jack in the Box store #*** is and has been inedible for a few months now. ANY OTHER LOCATION is better than this particular location. The food is old, stale, and hard every single time. It's not right that this store continues to 'cook' food of this quality for the neighborhood. Order #*** on 11/19/23 This is seriously unacceptable with the quality of food being this low. It's dangerous.Business Response
Date: 11/20/2023
Thank you for contacting us regarding complaint ID#: ******** .
I reached out to ****** and emailed her our contact information. I informed ******, I have notified the district manager for this location and offered to send an apology letter and certificates to invite ****** back to any Jack in the Box locations.
Once she replies back to me, I will be happy to take care of this issue.
Thank You
****************
Jack in the Box
Customer Answer
Date: 12/15/2023
I am reopening the claim because, although I was contacted by the business and told I would be getting a refund along with certificates, neither of those things has happened. The quality of the food is so poor at this location that I simply cannot stand by and let this slip through the cracks and/or ignore the issue. This level of neglect regarding food being served to people is intolerable.My desired solution is for them to do what they promised. FULL REFUND and send certificates. The charge needing to be refunded was made on November 19th so I will not accept a rebuttal that the refund is still pending or anything like that because I called **************** and they show no action was taken by Jack in the Box for this particular charge.Business Response
Date: 12/18/2023
Complaint ID: ********
Thank you for contacting us. We mailed out the certificates to guest ****** and communicated the date to the guest as well. Certificates were never returned to us. We also reached by email on 12/06/2023 and asked ****** to contact us but we never heard back.
At this time, we have requested district manager to contact this guest within 72 Hrs. We have also requested ****** to contact us by email or phone # that was provided, if they did not hear back from the district manager.
Thank you!
****************
Jack in the Box
Initial Complaint
Date:11/15/2023
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 visited jack in the box by house where i frequently visit. They continuosly get my order wrong per usual even after having them repeat the order. so today they remade the ordet and that order was still wrong.. they never remade the order or give me a refund they had me sitting at the drive thru 20 mins i had to drive off.. who ru guys hiring the comprehension isnt ther3. I called headquarters more thab once calls always hangs up,Business Response
Date: 11/27/2023
Tell us why here...
Thank you for contacting us regarding
BBB complaint ID: ********. Prior to receiving this complaint, we had been
notified of the concerns of the complainant, Rejenna, regarding her experience
at the Jack in the Box.
We have since followed up with the
restaurant management appropriately and have sent a Combo meal certificate to ******* *********
If
you have any further questions, please do not hesitate to contact our
offices. Thank you again for your time.
Sincerely,
****** **
Jack in the BoxCustomer Answer
Date: 11/27/2023
I was told the franchisee was going to call me regarding this and did not, i wanted to speak to them. Also theres still questions unanswered like the lead saying i cant come to that location.Business Response
Date: 11/30/2023
RE: Complaint ID # ********
Thank you for contacting us. We have addressed the issue and followed up with Ms. ******** and sent a Combo meal certificate for future visit at any Jack in the Box.
Second part of her issue was work related and we have forwarded to the District Manager for further follow up with her. The district manager will contact Ms. ******** at their conveniance.
Thank you
****** **
Jack in the Box
Initial Complaint
Date:11/14/2023
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 an online order on the evening of 11/13. When I arrived at the location to pick up my order I was informed they were out of monster tacos so they would be substituting regular tacos. Upon receiving my food I discovered that they gave me 4 regular tacos in place of the 4 monster tacos. They also left off the sauces I requested so as to not hold up the drive in line I parked and went inside for resolution. I explained that on the app 2 tacos are .99 so 4 tacos (****) is not an acceptable replacement for 4 monster tacos with extra cheese (****). They argued that they are unable to see the price I paid even though I was able to show them in the app then they said the regular tacos show up at a higher price on the register so the price is only a little bit less. Regardless, I paid for a product and if it wasn't able to be delivered I expect to receive product of equal value. At point I suggested that I would take a shake so I could move on with my evening and they said they couldn't do that. I wasn't trying to get free product. They weren't able to understand the problem of giving me $**** worth of tacos as a substitute for what I paid $**** for. There were 3 people in there and I was told they were all "managers" yet no one was able to help me. They finally told me to refund it in the app, which I couldn't. The app doesn't do partial refunds. All you can do in the app is cancel an order but by this it was completed so I couldn't even do that. Then when I got home I realized the large curly fry was missing. I called the store and no one answered. And by this time I wasn't willing to drive 10 minutes back to the store for an item they left off. My order from this location is consistently missing food, but I know they're short staffed and busy at times so I let it go. But in this case I'm beyond upset. It's theft for them to accept $**** and give me $**** of product instead because they're out of it and then not see the problem with that! Horrible customer service.Business Response
Date: 11/14/2023
complaint ID#: ********
Hello, and thank you for contacting us. We refunded ************************ for the Monster Tacos she did not received and funds were refunded back to the original form of payment.
We have emailed a confirmation of the refund to *********************************************** also.
Thank you
****************
Jack in the Box
Initial Complaint
Date:11/09/2023
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.
My husband and I went to Jack in the Box located at ***************************************************************************. We drove up to the drive-through and saw they were open until 2 a.m. No one came to the intercom so we drove around to find three employees sitting, eating! One employee finally noticed us, but at that point, it was too late. This was extremely unprofessional and tacky! Do better!!Business Response
Date: 11/10/2023
Hello, We emailed **************** and offered her certificates for her visit. She accepted and will continue to follow up with the location.
Thank you,
Jack in the Box Guest Relations
Initial Complaint
Date:11/07/2023
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 online order at 9:05am on 11/7/23 (store opened at 9 according to website) the confirmation screen said it would be done within **** min and head to the restaurant. Upon arrival I found the establishment closed. I called every single number on the building to no avail. Im now out of money and no food. Worst customer service everBusiness Response
Date: 11/08/2023
Hello,
A refund was provided in the amount of $37.23 on 11/8/2023. Guest will see the refund back to her account within 3-5 business days.
Thank you,
Jack in the Box Guest Relations
Initial Complaint
Date:11/06/2023
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.
Went to *** #*** in ******, ordered a Ultimate breakfast sandwich only with small drink. The menu on the wall stated $3.59 for the sandwich but was charged $4.59. The cashier said the register has the latest updated price and the menu has not been changed yet. This is not the first time for this to happen to me at JIB restaurants. Tired of cashiers making mistakes or charging what ever they want to charge. If I order the same items every visit, it should have the same price.Business Response
Date: 11/09/2023
Hello, We've emailed ****************** explaining we would be addressing her concerns with the appropriate management. We also invited ****************** back to our locations and are sending her complimentary certificates.
Thank you,
Jack in the Box Guest Relations
Customer Answer
Date: 11/10/2023
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. I have noticed the prices are being changed on the customer menus to match what the register actually charges.
Regards,
*************************
Initial Complaint
Date:11/04/2023
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.
I ordered a ****'s Munchie meal which was $10 plus tax, I ordered a specialized munchy meal in which I switched out the drink with a Halloween smoothie which in turn was a little over 3$ extra. I prepaid for the order via the mobile app and when I got there they told me the shake machine was broken. I told them that was completely understandable and that I would just like to refund the difference with the shake. They told me it was not possible and to do it through the app. I tried doing it through the app and there is no possible way in which I can get a partial refund through the app. I left the restaurant feeling stupid knowing that there is no possible way to get my money back for a mistake on behalf of the restaurant. It should be noted that I spent a little over 40 minutes trying to figure out how to get my refund because they make it purposefully difficult for consumers to get a refund on their purchase. If a mistake occurs within a restaurant which I paid extra for, It would be understandable that if I did not receive the service, then a refund should be initiated. However that was not the case.Business Response
Date: 11/06/2023
Hello, We processed a refund to the account in the amount of $11.17. At this time, Jack in the Box considers this matter closed.
Thank you,
*******
Initial Complaint
Date:11/01/2023
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.
Went and ordered a burger from Jack in the Box and opened bag ate some fries which tasted weird out of bag and found the side of the fry holder to have a red smear on side of box. Upon further inspection on the outside of burger wrapper found to be dried blood on outside of wrapper. Went back to jack in the box and they claimed it was ketchup or there red ink from somewhere. It looks to me like dried blood which make me nervous about the fries that I ingested being lose in the bag might have touched the blood spots on the burger wrapper. I am going to contact the local environmental agency as well. Thank you for you time.Business Response
Date: 11/06/2023
Hello, I spoke to ****************** on 11/2/2023. We are retrieving part of the sample from him so we can have it evaluated. We will continue to work with ****************** and follow up with him once the sample is received and evaluated.
Thank you,
*******
Initial Complaint
Date:10/31/2023
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.
Ok well I had just sat down in the lobby to catch my breath. Because I walked to the jacks and a box.i handed my ***** some money to order some food and drink . He did he gave me my food . And left I remained there finishing my meal. After 3 mins of into my meal. I was told to leave. Not asked told . I did nothing to break any rules. Just a normal behavior..I have never been so embarrassed in my life. There was other people in the lobby had to hear all of this instead of staying and debating I left. Now I'm on here with un.. it happened at the jacks and a box on *********************************************************************. It happened at 230 pm 10/31/23Business Response
Date: 11/14/2023
Hello, We called and emailed ****************. We have not heard back from him. At this time, Jack in the Box considers this matter closed.
Thank you,
Jack in the Box Guest Relations
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