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.
- 261 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:01/06/2023
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.
i sat in the drive thru line with 4 other cars for 20 minutes. not one of us was helped & when we all tried to go in to order a man locked the door in front of us.
Business Response
Date: 01/09/2023
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 requested call back. We do not have any location information and we need more information about this visit.
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:01/01/2023
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 had a prior ******** emailed Jack in the box #******** WITH NO RESPONSE. I CALLED EVERYDAY & RECIEVED THE ***** MESSAGE: OUR OFFICE IS CLOSED.Ms. ****** is not being honest ... at all!.Business Response
Date: 01/03/2023
Thank you for contacting us regarding BBB complaint ID#:********. We have reached out by email and phone and have not received any response.
We will not be able to follow up and address this issue with the location and this guest without knowing the location of the Jack in the Box and contact with this guest.We have emailed this guest, Guest Relations contact email and also our phone number.
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: 01/03/2023
everytime i call i get the voicemail message: OFFICE IS CLOSED.
i have emailed & GET NO RESPONSE.
Business Response
Date: 01/04/2023
RE: Complaint ID # ********
We have reached out to ****************** numerous times by phone and email and have left our contact information for her to call us back or reply to our email. We have not heard back.
Once this guest reaches us back, we will be happy to address the issue. Until such time, we consider this report closed.
Thank you
***************************
Jack in the Box
Initial Complaint
Date:12/31/2022
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.
12/28 my wife used her card on the online app to order us a meal (order #***************** for $39.44). Had a confirmation email at 2:02p. It was followed by an additional cancellation email at 2:19p, telling us to call the store for more information. We called several times and no one answers. We assumed something went wrong and the money will not post out of pending. On 12/30 my daughter still wanted her **** N the Box, so we thought we'd try again (order #***************** for $42.06). I ordered with my card on their website. Confirmation email at 4:38p. Then another cancelation email at 5p. The next morning both amounts were out of pending and both had posted. Still no answer on the phone. My wife drove to the location at 7a and spoke with the manager of the location to refund our order and he tells us he never had our order. My wife shows him our orders on her phone and then he begins raising his voice at her and tells her that we cancelled the orders ourselves because **** N the Box doesn't do that and he can't give us a refund. My wife threatened to contact the BBB and he replied with "Just cancel the payment from your bank". We were basically robbed of a total of $81.50 and **** N the Box couldn't care less. I'm sure we're not the only ones this has happened to. We really need our money back.Business Response
Date: 01/03/2023
complaint ID#: ********
We provided a full refund to ******************* and ******************** account. We have emailed a confirmation to ******************* and also called and left a VM with this information.
Thank you
***************************
Jack in the Box
Customer Answer
Date: 01/05/2023
I do appreciate a refund on one of my orders, but this complaint clearly lists two orders which were cancelled on Jack in the Boxes end. Order: ***************** for $39.44 (which has been refunded, thank you), and Order: ***************** for $42.06 (which still has not been refunded).Business Response
Date: 01/06/2023
RE: Complaint ID # ********
Good Morning,
We have provided refund for both orders and communicated via email to ********************
Thank you
***************************
Jack in the Box
Customer Answer
Date: 01/12/2023
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:12/25/2022
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.
Terrible rude service. Touting an a+ rating. Ignore me when continuing to ask for *********** of order, ******************************************************************** to get out. Lowlife trash here.Business Response
Date: 12/27/2022
complaint ID#: ********
We reached out to ****************** and resolved the issue. We have provided a full refund of his order and follow up with Senior Mgmt Team.
Thank you
***************************
Guest Relations
Initial Complaint
Date:12/22/2022
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 Wednesday, December 21, around 11pm, my family and I went to this Jack in the Box to order some food before we went home. We clearly placed our order and we checked the screen to make sure our order was correct and we were told that we would receive the correct order. When we pulled up to the window, we were told our order and it had the wrong meals in it. We told the young man who was at the drive through window what our actual order was and he only said, "No, well if you want your order you need to drive all the way back around for it". We asked if we could talk to a manager and he claimed, "I am the manager." We asked for his name, and he only snapped, "You either take your order, or you can leave". And then he closed the window on us. There was another young man who came to the window and we asked if we could have the name of the other guy who had helped us and he said only said "Bye bye" and shut the window on us. Both of them were very rude and unprofessional. These people should not be working in this business.Business Response
Date: 12/30/2022
complaint ID#: ********
We have reached out to *********************************** by email and phone and left our contact information but we have not heard back.
Should ********************** contact us back, we would be happy to address any issues.
Thank you
***************************
Jack in the Box
Initial Complaint
Date:12/17/2022
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.
12/12/2020 Drive thru encounter order $36 told that APPLE CARD, AMX , MIDFIRST and BOA all DECLINED. The cashier continued to asked for more cards to RUN??? I became uncomfortable and suspicious! This was the third experience with this bizarre drive thru cashier. I stayed at the window and checked my banking apps BOTH Successfully processing the purchase. The cashier refused to give refund? I returned on 12/17 after full BANK PROCESSED from 2 different banks multiple transactions had Occurred. I showed the manager and assume that they would account for the error. And take notice and give the refund . I was harassed yelled at in Spanish told they would call the police and that I should go wait in my car I videotape them yelling at me talking amongst themselves in Spanish so that I could not understand they got extremely nervous when I told them that this was credit card fraud and that I had suspiciously noticed them doing this this on other visit in the drive thur. JACK IN THE BOX NEEDS TO INVESTIGATE!!!!!!! I have lived in this area for 25 years I have never had or seen this type of incident before but I know for a fact I was fraudulently charged on two separate several different cards. Your employees are very threatening and abrasive to the point where I will never go to Jack-in-the-Box again and I have been a victim of fraud I will never allow myself to be served by your employees they dont wear name tags nor do they feel an obligation to give good customer service or take accountability when an error has taken place. Mainly because theres probably fraud going on so please look into this sad that I have to go all the way to Better Business Bureau because you do not have any way for me to contact your corporate office with a phone number when there is threatening behavior is going on where I cant get an issue resolved. Etc I was threatened they were going to call the police because I was trying to get a refund? FRAUD ALERTBusiness Response
Date: 12/27/2022
complaint ID#: ********
We have reached out several times to Orah Zen by phone and email. Initially the ** box was full but another time, we were able to leave a voice mail and requested call back. We also emailed Orah Zen with our contact information and requested call back but have not heard back.
As soon as we hear back from this guest, we would be happy to address any issues.
Thank you
***************************
Jack in the Box
Initial Complaint
Date:12/14/2022
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.
Date of purchase: 12/14/2022 Amount of Purchase: $11.11 Receipt Number: ************* Drive-Through Customer: #*** Business Location: ****************************************************************** I ordered a chicken pita meal, with a coke, regular fries, and two tacos. I requested sauces and was immediately told to request sauces at the window. Once I got to the window, I was handed my food and I requested sauces. The associate ******* did not provide me the sauces I requested, and told me at the window they were out of coke, and to pick something else. I was also not provided a receipt. When I got home I called the location to inform that I would like a refund as my sauces were missing, and my fries were missing. When I opened my chicken pita, the lettuce was wilted, and slimy. I was completely disgusted! The pita bread was also stale and rock hard. When I asked the employee ******* on the phone for my receipt number, she provided me the information, and in the background I could hear another employee by the name of ******* complaining that I was calling in for this information and kept saying Oh my god man, oh my god! Just tell her this so shell hang up While I was on the phone with the employee *******, she informed me that it was the employee by the name of ******* who is making those offensive comments. ******* informed me that she would refund my meal, but did not provide me any type of confirmation.I dont understand why this location has so many problems with young people who dont care about their jobs, and would rather sit outside and hang out with her friends and smoke while customers are in the drive-through, and stand around inside, rather than do work, and do their job and to make sure that they are serving customers safe, fresh food in a timely manner.I would like to be compensated, and contacted so the issue is rectified as soon as possible.Business Response
Date: 12/21/2022
Tell us why here...Thank you for contacting us regarding BBB complaint ID: ********.
We have called and was unable to reach ****************** and left a message requested call back. We also emailed ****************** and have requested that she contact us.
I also took liberty and sent out couple of Combo Meal Certificates out to her for future visits.
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:12/14/2022
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 12/6 I went to this establishment and tried ordering food with my EBT CalFresh Food Benefits card. The two cashiers swiped my EBT card 3 times because it 'wasn't going through'. They told me it kept declining, so I had to pay with my credit card. I later checked my account to find that they charged 3 payments of $25.36 to my EBT card. I called the store once I realized and spoke with Store Manager *********. She was very rude and tried blaming DPSS for the charges. I kindly asked her to direct me to someone who could help me and she said she'd have someone who deals with these matters call me. She didn't give me a name or contact. I allowed the weekend to pass to give this 'someone' the chance to call me but still no call. When I called back to follow up *************************** up the phone and disconnected the phone so it wouldn't ring anymore. This Jack in the box stole $76.08 of Calfresh benefits from me. Christmas is around the corner, and I don't know how I will afford groceries. I only want to funds returned immediately but they are giving me a very hard time. It's ridiculous that I have to beg for my money back. ********* was rude and hung up on my face,Business Response
Date: 12/21/2022
Thank you for contacting us regarding BBB complaint ID: ********. We have reached out to ****************** by phone and email but have not heard back.
We will be happy to address any issues, if she contacts 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 BoxCustomer Answer
Date: 12/21/2022
This is a lie. I actually was able to get in contact with ******** and she had the store return my funds via cash. Glad to know that someone in this establishment can handle business accordingly instead of lying to the BBB to save their own *****. All I wanted was my funds returned and ******** made that happen. Thank you BBB for taking this matter seriously.Initial Complaint
Date:12/13/2022
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.
12/03/2022 11:16 pm *************** ***** location and no they have done nothing to resolve the problem..they refuse to return my emails or calls..they do nothing when i walk into the store management has not tried to rectify the problem or even apology and corporate wont even contact me back after 9 emails multiple multiple calls and 3 visits to the store..not one item in my order was wrong but every item and all they had to do was recognize their mistakes and fix it but from store level to corporate they wont even contact me back!! i went thru their drive thru and not one item in the order was wrong but every item, ive called being told someone would call me back..never happens,i asked for corporate contact info they told me look it up online they didnt have it..ive emailed corporate asking them to contact me,they dont..ive filled out 9 complaint forms on their site asking someone to contact me back and they dont ive gone in the store 3 times and the manager wont even speak to me..im a restaurant manager and i would be beside myself if any of my employees treated a guest in this manner!! not even an apology when all they had to do was remake the order..crazy!!********************************* *************************Business Response
Date: 12/21/2022
Thank you for contacting us regarding BBB complaint ID: ********. We have reached out to ********************************* several times and have sent several emails, requested call backs, but have not heard back.
***************** keeps sending emails to us but she does not have a VM Box for us to leave a message but we have sent several emails with our contact information.
We will be happy to address any issues if ****************** contact **.
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: 12/22/2022
I have still not been contacted or taken care of and im beyond ******..this is a simple fixed turned into this enormous ordeal that sgould have been taken care of at store level and yet it still has not been fixed!!!!!Business Response
Date: 12/27/2022
Complaint ID # ********
We have reached out to ****************** on numerous occasions by phone. Her VM Box is not set up and we could not leave a VM message. We have reached out by email on numerous occasion and have asked this guest to contact us but we have not heard back.
We are unable to address the issue if ****************** does not contact **. We have emailed her our contact information several times but have not heard back.
Thank you
***************************
Jack in the Box
Initial Complaint
Date:12/11/2022
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.
This buisness, JACK IN THE BOX...is saying that they have me on video. ? I would like a copy of this video? This manager from JACK IN THE BOX is lying when she/he said they have me on video.! I can promise that I am in no video like they say!!Business Response
Date: 12/19/2022
Thank you for contacting us regarding BBB complaint ID#:********.
We have since followed up with the district manager. The district manager spoke to guest and we also have a written statement from the district manager explaining the towing company did enter the Jack in the Box restaurant and asked if the car they are going to tow belongs to anyone, no one claimed the car and the car was towed.
At this time, Jack in the Box considers 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 Box
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