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
- 604 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:08/31/2023
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.
Transaction occurred on 8/30 at 9:07pm. Jack in the Box #*** in ********** **********. This store is perpetrating a fraud. Many of the prices listed on the Drive Thru menu are lower than what they charge. The workers will tell you that youre wrong. If you dont catch the price, theyll overcharge you. And when you mention the price differences, they will pretend its a mistake, but they never change the pricing. At the window, theyll give you the price difference. Sometimes the prices are .10 to ,30 cents different. The workers say the manager and district manager know that the advertised prices are wrong, but dont change. This store also does not honor the specials on windows. They also often claim they cannot give you a small milkshake or coffee because they dont have small cups, so they suggest a large. They refuse to give you the small size in a large cup for the small size. Its all a scam to get you to buy a large drink. The small cups are right there in the store!! This store also has occasion skimped on fries. When you ask for more, they will re-fill, but they will often try to under serve.
Business Response
Date: 08/31/2023
complaint ID#: ********
Thank you for contacting us. We tried to call this guest but the number on this complaint is missing a digit. I have emailed this guest with our contact information. Should ************ contact us, we will be happy to address the issue.
Thank You
****************
Jack in the Box
Initial Complaint
Date:08/25/2023
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.
I used the Jack in the Box app, which is designed and administered by the corporate office, to order food last night and my order was cancelled before a driver was requested and I was told to contact the location. I've called several times over the last 24 hours and the location employees do not answer and have disconnected any voice-mail there may have been. It just rings until it disconnects. They charged my for my food but have not provided it or a refund. In fact, in the app now the order status is "complete" not "cancelled" but I have the automated texts they sent me and the charges on my card. I used their automated complaint system yesterday and have yet to receive any response. They stole my money and there is literally NO PHONE NUMBER TO CALL. There is zero support through their app or for their app. Why are they even charging me before they call a driver to deliver? It's horrifically exploitative practices and I'm on an extremely limited income...Jack in the Box for dinner was already an indulgence I could barely afford and now I'm left with my money stolen and no food. This is absurd.Business Response
Date: 08/28/2023
complaint ID#: ********
Hello,
we have provided a full refund for this order on 08/27/2023 and email confirmation of the refund to ****************************
Thank you
****************
Jack in the Box
Customer Answer
Date: 08/28/2023
No, I refuse to accept any resolution that doesn't involve a systemic change. By ignoring my requests and refusing to provide an avenue for communication except through the BBB you are creating an unfair hurdle for people whose money you are taking without providing a service experience. In the end, I am still losing money because of your company's predatory business practices. Your company is:
1) Collecting money prior to a service even being ATTEMPTED to be provided.
2) Upon failure to provide, you deflect to subsidiaries who either refuse even to take calls, or when spoken to, are told the locations have ZERO control over the mobile orders system and don't even have the option to cancel the order.
3) You offer NO WAY of contacting corporate who controls the app and how it works, except an automated report system that I used and only received a response on AFTER the BBB report.
4) Other food companies HOLD funds upon order so they can quickly release them if they fail to complete, yet your company somehow has the right to hold my money for over a week when your company was unable to even attempt to complete its contractual obligations. That money accrues interest, even on a small amount for a week, and that interest is lining the accounts of Jack in the Box.
Altogether what this creates is a system where the customer is completely responsible for actively holding the business accountable to the law while the business is actively hindering the customer's ability to do so. I see little difference between this and someone who scams people out of money through email or over the phone. And if Jack in the Box is running a business no better than internet scammers, then that business has no right to exist as a legal entity. So either agree to change your system in ways to address these points, or this issue is not resolved. Simply offering my money back but continuing to predate on customers is NOT a solution to the issue.Business Response
Date: 08/29/2023
RE: Complaint ID # ********
Hello,
Thank you for contacting us. We have sent an email to Mr. *************************** with our contact information and called and left a voice mail message with our contact information also.
Should **************** contact us, we will be happy to speak to him and address his concerns.
Thank you
****************
Jack in the Box
Initial Complaint
Date:08/24/2023
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.
. 08-23-2023 . I went to this jack in the box at 5am the worker (****) was easily agitated and yelled at me and my family. He yelled at me in front of my kids and he refused us service as we were ordering. In the middle of ordering he continues to be rude and tells us that we need to learn how to speak louder. He complained about us just trying to confirm our order and he continued to provoke us the whole time. **** the worker decided to argue and **** at us when we got to the window and told us to do something about him not serving us.Business Response
Date: 08/28/2023
complaint ID#: ********
Hello,
We communicated our apology to this guest and offered 3 Combo certificates which he accepted.
Thank you
****************
Jack in the Box
Customer Answer
Date: 08/29/2023
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,
Genesis Core
Initial Complaint
Date:08/18/2023
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.
Order was canceled for unknown reasons by the driver I never gotten my money back and my kids are hungry Im hungry and now I had to skip breakfast.. charged my credit card and never received a refund back from jack in the box ***************** is the order NumberBusiness Response
Date: 08/22/2023
complaint ID#: ********
Thank you for contacting us. A full refund was processed and credit was posted to this guest's account. Email confirmation was sent out also.
Thank you
****************
Jack in the Box
Initial Complaint
Date:08/15/2023
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.
On 08/13/23 ************ The Box at ***************************************************************** refused to honor JIB advertised Dodger Deal free Jumbo **** with purchase of a large drink. They said their system had not been updated for this item. I pointed out JIB has been advertising Dodger Deal during broadcast games since the season opened in March. The deal was advertised that very day on TV. Today, 08/14/23 I had a similar refusal to honor the advertised Dodger Deal at ***********************************************. The counter clerk could only say the deal had been discontinued. Again, it is still being advertised on TV. This restaurant has honored the deal often in the past, though it is inconsistent. I called the Jack in the Box complaint department at the listed number at 2 PM today. A recorded message told me the office was closed.Business Response
Date: 08/22/2023
complaint ID#: ********
Thank you for contacting us. We reached out to ************************* and send an email to apologize and offered certificate and out contact. We have not heard back. Should this guest contact us back, we would be happy to address any issues.
Thank you
****************
Jack in the Box
Customer Answer
Date: 08/23/2023
I have received no direct email correspondence from ****-in-the-Box. I thoroughly checked email folder, junk folder, and trash folder, Perhaps JIB incorrectly entered my address. It is ***************** If any part is left out, the email will not reach me.
i cannot comment on what JIB is proposing since I have yet to hear from them.
Business Response
Date: 08/25/2023
Complaint ID: ********
Hello, thank you for contacting us. I personally sent an apology letter and offered to invite this guest back and send a complimentary Certificate as an apology but I never heard back.
This is the email address I sent it to: ****************.
I will be happy to resend the email again today with my contact iinformation.
Thank you
Maryam
Jack in the Box
Initial Complaint
Date:08/05/2023
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 Jackinthebox app. When I picked up in the store, the server told me the item I ordered was unavailable, so I requested a refund. I was informed that I need to submit that request on the app. On the app, it doesn't give me an option to submit a request/contact customer service. The only option is to re-order. The phone number I found on the confirmation email is the store's number. When I contacted that number, the manager insisted that refund can only be requested from the app.Order # ***************** Store: ************************************************************************Business Response
Date: 08/08/2023
complaint ID#: ********
We have provided a full refund of this mobile App order for ***********************. We have emailed a confirmation of this order to ***********
Thank You
****************
Jack in the Box
Initial Complaint
Date:07/29/2023
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 Saturday, 07/28/2023, I went to Jack in the Box a female employee called me some inappropriate names. I feel it was elder abuse. I am a 72-year-old blind woman. The employee said you blind___ you are holding up the line. The employee took my EBT food stamp card and demanded that I give her my four-digit pin. My order was incorrect. I paid $11 dollars for the wrong order. I went home and cried. I have never been mistreated this way in my whole life. I have been blind all my life. This was severe mistreatment and elder abuse. I need a manager from Jack in the Box corporate office to give me a call. Regarding this unfair treatment and the inappropriate profanity, I was called out of my name this was severe mistreatment.Business Response
Date: 08/03/2023
complaint ID#: ********
Thank you for contacting us. We reached out to ************************ by phone an email but have not heard back. Once this guest contact us back, we will be happy to address the issue.
Thank you
****************
Jack in the Box
Customer Answer
Date: 08/03/2023
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. How can Jack in the Box employ an Employee that is Abusive to Senior Citizens, this employee abused me verbally and call me out of my name. By saying you Blind Bitc---. How can Jack in the Box employ abusive employees. Employee that mistreats Senior Citizens?
Regards,
*******************************
Initial Complaint
Date:07/20/2023
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 to lunch (30 minute) chose jack in the box at ***** ******* *************. Ordered waited 25 minutes asked for a *************** said id have to wait. Left store without food or a refund.Business Response
Date: 07/21/2023
complaint ID#: ********
Thank you for contacting us. We were able to reach out to Mr. ********************* and resolve this issue. He has disputed the charged with his bank and we have offered apology letter and 2 Combo meal certificates for future visits and he has accepted my offer.
Thank you
****************
Jack in the Box
Initial Complaint
Date:07/20/2023
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 06/25/2023, I ordered a large vanilla shake and a piece of cheesecake, through the Jack in the Box app order number ***************** and paid $8.96. When I went to pick up my order, I was told that their shake machine was not working, I asked for a refund, they said they could not give me one. I asked to speak with the manager and was told that they do not have a manager or assistant manager, they gave me a phone number to call, ************, to call for the manager named ******. I called the number and I got a recording saying the number was invalid. The email from the order said to call the Jack in the Box about any issues with my order, I called the number **************, I get busy signal, I called the next day and the phone rang and then it turned into a fax signal. I received a text for a survey. I gave the survey my issue, they said they would contact me. I still have had no contact. Every time I go to this Jack in the Box I am told that their system is down and they can't take any orders. I would like a full refund for my order, and maybe the police should check out this business for drug money laundering.Business Response
Date: 07/26/2023
complaint ID#: ********
Thank you for contacting us. we have provided a full refund to ********************** card and emailed a confirmation of his refund to hi email address.
Thank you
****************
Jack in the Box
Customer Answer
Date: 07/26/2023
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,
*********************************
Initial Complaint
Date:07/15/2023
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 ordered two number 21's and added sausage. When I arrived home, neither of them had ham. This is not the first time they mess up on my order for the same thing. This has happened multiple times and each time, I get charged extra for the sausage. So this time, I finally decided to go back and tell them. When I got there, I spoke to a skinny Manger at the window and told him i was missing my ham. He said if i wanted them to remake them or if i wanted the ham. I asked if i could have a refund or if they could be remade. He asked me if I knew who took my order because he had just went in. I said that I didn't and he left the window to get someone else. Then this other guy shows up and I told him what I had ordered and that I was missing my ham. I asked for a refund and he asked for the sandwiches. I said I didn't have them and he said he couldn't remake them cause I didn't have them with an attitude. So I told him that this is not the first time this has happened and that it's not my fault they made the order wrong to begin with. Rhat it was unnecessary for me to have to go back to claim what i had paid for in the first place. I told him this has happened multiple times and thats why i went back cause i keep getting charged extrra for them to make it wrong. He kept his sparky attitude and said, well maybe you should go to another jack in the box. I asked him for his name and he said it was ****** and shut the window and walked off. The other manager and the girl with curly hair started laughing behind and I honked so they could open the window and they chose to ignore me while still laughing. Both managers handled this very poorly and very unprofessional. It was unprofessional the way all three of them acted to the situation.Business Response
Date: 07/19/2023
complaint ID#: ********
Thank you for contacting us. We have reached out to *************************** by emailed and a phone call but we have not heard back. Once ****************** contact us, we will be happy to address any issues.
Thank you
****************
Jack in the Box
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