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
- 603 total complaints in the last 3 years.
- 259 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:05/03/2023
Type:Service or Repair IssuesStatus: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 through the ***** app and I ordered 10 tacos, 2 jr ***** cheese burgers, large fry and ***** drink. After receiving my order I noticed right away that my drink was not with my order, I then check the bags and noticed the two jr ***** cheese burgers arent there as well. I immediately call the store that I ordered from and tried to talk to the employee that answered the phone and she kept talking over me and being disrespectful, on top of the fact there was clearly a language barrier. I held my composure and the lady admitted to having my order there, admitting it was forgotten. I couldnt take the disrespect anymore so I asked her to place the manager on the phone and she put me on a brief hold. Once the manager answered the phone which Im not sure because no one gave me their name, the manager got disrespectful right away saying the two burgers and fries are in one bag and the tacos in another and I told her no that half of my order wasnt there and she was getting loud and talking over me trying to prove I was wrong. I asked for a refund at that point and she said absolutely not and started yelling over me. I have never ever ever ever been treated with such disrespect. I also asked for ranches and taco sauce and got none what so ever. This was horrible to say the least. Ive called back 4 times to see if I can get someones name and they refuse to answer the phone.Business Response
Date: 05/03/2023
Thank you for contacting us regarding BBB complaint ID: ********. Prior to receiving this complaint, we had not been notified of the concerns of the complainant, ***********************, regarding her experience at the Jack in the Box.
We have since followed up with the restaurant management appropriately and have made a full refund back to Tanyas credit card and emailed the confirmation to her also.
If you have any further questions,please do not hesitate to contact our offices. Thank you again for your time.
Sincerely,
****************
Jack in the BoxInitial Complaint
Date:05/03/2023
Type:Delivery IssuesStatus: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.
Delivery Order # ***************** placed on 4/21 marked as delivered but never received. Filled out contact form on 4/22 and received confirmation of submission. No response received, so called support number on 5/2. Spoke to agent and was told a refund would not be given because a photo of the delivery was provided. Explained to agent I am aware of the photo and it's not my house. Also explained that just because a delivery photo was taken does not mean it was delivered. Agent said the only thing she could do was send coupons and that I should dispute the charge with my bank. Unacceptable and strange a business would welcome a chargeback and incur costs of doing so. I want my $56.47 refunded.Business Response
Date: 05/03/2023
Tell us why here...
Thank you for contacting us regarding BBB complaint ID: ********. I personally spoke to ****************************
We informed ******, we have contacted the 3rd party vendor and they have proof the delivery was made.
I do not recall any other conversation that was made beyond that. ****** accepted 2 Combo meal certificates as courtesy on our part.At this time we consider this matter closed.
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: 05/03/2023
I accepted the coupons because I was not provided any other option. As stated, the third party delivery photo is not of my property. I also contacted Door Dash delivery support and spoke with a supervisor. They told me Jack in the Box was refunded for the order so technically the money they have is mine.Business Response
Date: 05/08/2023
Complaint ID # ********
Hello,
We provided a full refund and emailed the confirmation to ****************************
Thank you
****************
Jack in the Box
Customer Answer
Date: 05/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for assisting me.
Regards,
***************************
Initial Complaint
Date:05/01/2023
Type:Product IssuesStatus: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 4/29 at 119pm I went to the location located #**** on *********************************************************. Drive thru order #***. I waited in front of the menu for about 4-5 min for a female employee to acknowledge and service me, I placed an order of 2 salads, when I arrived to the window I asked the female employee if I could add another salad. The employee rudely agreed, then I asked the employee for a cup of water. She return a few min later gave me the first two salads, then rudely said I needed to pull up to the front for the 3rd salad and water. I asked the employee why do I need to wait for the water as it seem easy to dispense. The employee slammed the window, the manager ***** open the window an d began yelling at me for adding extra items to the order. She seemed was very upset and gave me the water and slammed the window on me. I pulled up to the front walked inside to get the 3rd salad. I asked her who her manager was, she ignored me. When I arrived home I realized the chicken in the salads werent cooked completely and the lettuce was stale. Aside from horrible customer service, the food is old or uncooked. I want a full refund for the amount of $28.86. I will also contact the health *****Business Response
Date: 05/02/2023
complaint ID#: ********
Thank you for reaching out to us about **************************** We spoke to this guest and arranged contact from the district manager per her request.
Thank you
****************
Jack in the Box
Initial Complaint
Date:04/27/2023
Type:Service or Repair IssuesStatus: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 April 16th I came into work at 10am, before clocking in the employee took their draw out while it was busy and asked me to get in the drive thru. As Im working the drive thru, they were not helping drop my food on the fryer. I was working drive thru, front **************** Whenever the employees missed an item for my orders they would get mad and start speaking Spanish. I heard one call me a n***** in Spanish. I texted my boss to inform her of what was going on. Good afternoon, I dont mind working almost anything you need me to work, but I wont come and work in an environment where the other workers have a problem with me. The only reason I can even think there is an issue is because we are a different race. Its only 3 of us they need to put the effort into working together instead of giving me a hard time. I am pulling my weight and some while doing more than both workers put together. Can this issue be addressed please because it is not just affecting me it is affecting the entire store and the costumers this is what I sent to her. In return she did not reply and she told me that the employees said thats not what happen & also cut my hours. I now have 2 days a ********** would not inform me of my schedule until the day before I worked.Business Response
Date: 04/28/2023
Hello,
complaint ID#: ******** this is an employee and not a customer. We have forwarded this to the Appropriate Mgmt. for further contact.
They can always reach out to ************. This line designed for employees issues.
Thank you
****************
Jack in the Box
Customer Answer
Date: 04/28/2023
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:04/18/2023
Type:Product IssuesStatus: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.
*********************************************************************************************** Monday, April 17th, 2023 c/o V.I.P. Corporate Executive JACK IN THE BOX ******************************************************************************* ********************* ************** Regarding: Very Serious Complaint Dear Transunion Executive:Good morning or good afternoon to You!How is your day today in sunny *********, ********** and/or wherever else You are in the World?My day is going fine, thank you, except due to the Fact that I am dined in at your Jack In The Box Restaurant Located At: ********************************************************************************************* ************** and did NOT have a very good dining experience. The table was filthy and dirty to begin with and when I complained to the person working at the cash register about it, he got mad and I can tell, however, all he did was go over to my table and Wipe Off All Of The Dirt On To The Floor From Where I Was Sitting At! How Do I Know This? Answer: I was standing right next to him when he was doing so! I just can NOT believe that You would allow a Paying Customer to be Mistreated Like That and have to dine this way is beyond ME! I definitely want a Full Refund for this Beyond Disgusting Inconvenience before I Publish Negative Reviews *************** With The Pictures To Go With It! Plus, I will Dispute The Charge With My ******************* as well! How Dare You Abuse A Paying Customer In The Way That You Just Did back on Tuesday, April 17th, 2023 @ 3:12 p.m. Enclosed, in the attachments, please find pictures of Your Filth From Your Restaurant, Plus A Copy Of My Sales Receipt for your reference and further review. Thank you. If You would like to contact ME back directly in order to discuss my letter of Very Serious Complaint in further detail, then please call me at: Voice/Messages/Text: **************.Business Response
Date: 04/19/2023
ID#: ********
Thank you for contacting us regarding this complain. We have already reached out to this Guest and have resolved this issue with apology and Certificates that we are sending out to him.
Thank You
****************
Jack in the Box
Initial Complaint
Date:04/16/2023
Type:Service or Repair IssuesStatus: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 18 Mar,2023. At ****, I pulled into the Jack in the box drive thru. After 5 minutes, I asked them if anybody was still there and they finally took my order.after sitting in drive thru 20 minutes, I got out and tried to enter the restaurant to see if anybody was working. They locked the door. 10 minutes later, the car in front of me (having been there longer than me) gave up and left without their food. 15 minutes later (almost an hour later) they gave me my order. When I got home 10 minutes later, I noticed that they failed to give me the tacos they charged me for. I attempted to call. No answer and the voice-mail was full. I left feedback on their site and requested to be contacted. They did NOT contact me. I called back a week later. No answer. I left feedback again requesting to be contacted. No contact. This location is stealing from people, won't answer the phone and the online feedback is ignored. They stole from me and have ignored any attempt to get them to fix it.Business Response
Date: 04/18/2023
Thank you for contacting us regarding BBB complaint ID: ********. ***** to receiving this complaint, we had not been notified of the concerns of the complainant, ***************************, regarding his experience at the Jack in the Box.
We have reached out to ****** by phone and email and have requested a call back. Once this guest contact us, we would be happy to address this issue.
If you have any further questions,please do not hesitate to contact our offices. Thank you again for your time.
Sincerely,
***************************
Jack in the BoxInitial Complaint
Date:04/13/2023
Type:Service or Repair IssuesStatus: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.
This is the 10th morning in a row that iv gone here to get breakfast and they are closed at 4:40am. The girl comes on the speaker and says, super fast, they are closed. They are on their own schedule not **** N the box's schedule which is 24 hours. I am a news reporter and this will be reported today. This location needs to be shut down and replaced by another food business. The employees are inside laughing and playing and you can hear them over the loud speaker in the drive thru. Very unprofessional! Location: *************************************************.Business Response
Date: 04/26/2023
complaint ID#: ********
Good morning,
This is a report from 10/26/2022. We made several attempts to contact ***************************** and left voice mail messages with our contact information but we never heard back.
Once this guest contact us, we will be happy to address the issue.
Thank you
****************
Jack in the Box
Customer Answer
Date: 04/26/2023
BBB , They NEVER contacted me.Business Response
Date: 04/28/2023
complaint ID#: ********
Good morning,
This is a report from 10/26/2022. We made several attempts to contact ***************************** and left voice mail messages with our contact information but we never heard back.
Once this guest contact us, we will be happy to address the issue.
Thank you
****************
Jack in the BoxInitial Complaint
Date:04/08/2023
Type:Delivery IssuesStatus: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 recent app update is abysmal. They are promoting a $5 coupon for an ultimate cheeseburger, but the item is no where to be found to add to cart.Business Response
Date: 04/11/2023
Tell us why here...Thank you for contacting us regarding BBB complaint ID: ********. Prior to receiving this complaint, we had not been notified of the concerns of the complainant, *****************************, regarding his experience at the Jack in the Box.
This is an issue with operating the mobile App and can easily be resolved by contacting us so we can walk him through the process.
I have called and emailed ******** and left contact information and email instructions for this issue as well. We will be happy to address any issues once the guest contact us.
If you have any further questions,please do not hesitate to contact our offices. Thank you again for your time.
Sincerely,
***************************
Jack in the BoxInitial Complaint
Date:04/04/2023
Type:Service or Repair IssuesStatus: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 was told I cant expect service by the manager who refused to do anything about the problem. In the drive through they ran my card incorrectly and skimmed cash out of my pockets & out of my cash balance. They didnt ask or tell me. I know they must hate their job but still dont be money laundering me. It happened twice in the drive through for $30 all together & yes, I care about it. I would never be the type of person who just commits money fraud bc its easier. We didnt even know it was an option so they were very non informative. The manager said well, next time specify, we did specify and there wont be a next time. I want my $30 back!!!!! Can you guys send me the $20?? I want to be refunded for their lazy, fraudulent mistakes and poor service & bad experience. The manager just said oh well, no big deal & hung up in my face. I want my cash WHERE IT SHOULD BE AND DONT EVER MAKE EXECUTIVE DECISIONS FOR ME, say nothing, inform me of nothing & run my card to get my money. Thats fraud.Business Response
Date: 04/05/2023
Thank you for contacting us regarding BBB complaint ID: ********. Prior to receiving this complaint, we had not been notified of the concerns of the complainant, *************************, regarding her experience at the Jack in the Box. I spoke to the guest who confirmed she used her EBT card to pay for meal. Based on the conversation with the guest, were not able to come to a resolution. ***** said she will be contacting the police ***** to file a complaint which Jack in the Box will comply with any police investigation. At this time, Jack in the Box considers this matter closed.Initial Complaint
Date:04/04/2023
Type:Service or Repair IssuesStatus: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 the ********** in ******* ***** on Highway 146 a couple of weeks ago. While I was waiting in the lobby,I unknowingly leaned against a wall that had just been painted. The man painting who was wearing a ********** shirt saw it happen and came and apologized because he failed to put up a "Wet Paint" sign. EMployees contacted the manager who contacted me several days later. She was very nice and seemed to really care. She asked me for a receipt of my damaged jacket but as I explained to her the jacket was a little over a year old and I could not produce a receipt. Jacket is a black leather jacket and cost around ******. I told her I would take ****** since it has been a year since it was brand new. I was ultimately told they would not be helping me. I do not understand this considering employees witnessed this,not to mention the man painting is the one who brought it to my attention in the first place. Chances are I wouldn't have even realized that I was or had leaned on wet paint. I just want ********** to do the right thing. I feel as if I am being called a liar and am being made out to be in th3 wrong. They were very eager to help in the beginning it seemed.Business Response
Date: 04/04/2023
complaint ID#: ********
Thank you for contacting us. we reached out to **************** and his phone number is a disconnected number. We have emailed and requested a call back.
Once he reached out to us, we will be happy to speak to him and address this issue.
Thank you
***************************
Jack in the Box.
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