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.
- 264 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:10/13/2022
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.
Will like to have a full refund. I made a mobile order on the *********** with card . Went to pick up at 12:15 am & was told they were not able to make it since they didn't have a cook . The amount was $19.92 Order # ***************** adress of location is ***********************************************************
Business Response
Date: 10/14/2022
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 her experience at the Jack in the Box.
We have since followed up with the restaurant management appropriately and provided a full refund of her order. We have also emailed a confirmation of this refund to ************** 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:10/12/2022
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.
Going through the drive through of Jack in the Box # **** on the way to work, I ordered the stacked croissant combo for $6.99 and asked for the coffee with cream and sugar. I was told that Jack in the Box only had sugar, no *******. The coffee was the only reason I stopped at Jack in the Box in the first place, but I was already in line ordering, so I asked what other drinks were available with this combo. The worker at the drive through said orange juice was an option, so I went with this. She then told me very quickly it would be $8.99 and to pull forward. She obviously mumbled the price so that I would not notice the extra $2 charge for orange juice. I did notice and clarified the price at $6.99, at which point she told me the orange juice was an extra $2. So I said I would take the coffee with sugar instead. I confirmed she had sugar but no *******. I wanted *******, but apparently Jack in the box does not carry it or was out. I quickly looked at my order but couldn't spend too much time verifying she did her job properly since people were waiting behind me and I needed to get to work. After leaving and crossing the bridge next to this jack in the box, I realized she did not give me sugar, she gave me an artificial sweetener which is NOT sugar. This coffee was now an entire waste of money as I cannot have artificial sweetener, nor would I want it if I could. To make matters worse, the croissant sandwich was missing the meat. I ended up throwing away the entire order and this is why I typically avoid fast food restaurants in the first place. You get the order wrong more often than you get it correct. I want a refund of my $6.99. The receipt has the date 10/12/2022 and time of 8:10:37AM. Their address is *******************************************************************************.Business Response
Date: 10/14/2022
complaint ID#: ********
Hello,
We reached out to Mr. ********************* with phone and email. Should he return our call and or respond to the email, we would be happy to address any issues.
Thank you
***************************
Jack in the Box
Initial Complaint
Date:10/12/2022
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.
Hello, I purchased a breakfast sandwich combo this morning (10/12/22) approximately at 7AM. When I got back to my office, I started to eat it and felt something really hard in my mouth. I spit it out and it was a piece of drywall cement that was in my sandwich. I dont know if someone internally from this restaurant placed it in my food or if the place is falling apart and it ended up in my food. I almost chocked on it. I went back and all they could say was I am sorry, and I got my money back. This is not enough. This could have been a small child and the end result could have been so much worse. Or you may have people working at this location that is trying to harm its customers. I demand answers to why this was placed in my food. My cell number is ************Business Response
Date: 10/20/2022
Thank you for contacting us regarding BBB complaint ID: ********. Prior to receiving this complaint, we had 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 sent ****** an apology letter and certificates for future visits and she accepted my offer.
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:10/11/2022
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.
I submitted an online order through Jack in the Box Mobile App on 10/05/2022 around 8:32pm. I went to said location to obtain my order. When I pulled up a guy came over speaker and stated "sorry for the inconvenience but we are closed at the moment". I informed the person that I had placed a mobile order and it already took the money so what am I supposed to do? He said ok please pull forward. We get to window and a female worker comes and asks for name. We give her name and she states they have NO mobile order with that name. We show her the receipt and confirm the address. She says yes that is us. We again ask, what are we supposed to do we paid?? She said hang on let me get a manager. While we are waiting we notice there are small children behind the counter. Most the lights are off except behind the counter. A man comes to window and says I am not the manager but what happened. We again explain and ask for mobile order in name placed under. He says we don't have that name or it has not come through yet, he then explains sometimes they get stuck in the system. We notice on app that the order was completed. He says just call number on app, There is nothing I can do for you and then shuts the window. So we paid 16 for nothing. That is comparable to stealing. We have a receipt but no food was given to us. After thinking about it, since when we pulled up they said they were closed, I feel they completed out that order just to get off there screen. My husband and I live paycheck to paycheck just like most, so when we have a little extra to spend for our 3 girls, we like to treat them to something sweet. Then to deal with this is very upsetting. I know it's not a lot of money, but to not even offer to help or just make the shakes, you see they were paid for. And there is no number on the app, the only number offered to us was to the store.Business Response
Date: 10/14/2022
Thank you for contacting us regarding BBB complaint ID: ********. ***** to receiving this complaint, we had been notified of the concerns of the complainant, regarding his experience at the Jack in the Box.
We have since followed up with the restaurant management appropriately and have provided,********************* a full refund and emailed the confirmation to him 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:10/11/2022
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.
My husband went through the drive up and picked up Two breakfasts. When he got home the sausage was left out of both! Thats the main part of the breakfast. I tried my best to contact Jack in the box. I filed an on lone complaint tried to call both complaint and corporate office no answer! Why is this company not responding to complains. I paid ***** and did not get what I paid for. They need tor respond to customer complaints when they cheat the public. Ps you photo add is not workingBusiness Response
Date: 10/12/2022
complaint ID#: ********
Hello,
We have reached out to ***********************************. We have emailed and called and once this guest contacts us, we would be happy to address this issue.
Thank you
***************************
Jack in The Box
Customer Answer
Date: 10/19/2022
Once again this is not resolved **** n the box never called me. The only thing I got was an email asking me how it was handled. I said it was not I gave my phone number and a good time to call. I have heard nothing, how can you dismiss this when they have made no attempt to do anything, this is the way it has been since day one. No one answers the phone even **** n the boxes home office did not answer the phone, I was robbed by these people and they should not be allowed to get away with it.
Business Response
Date: 10/20/2022
Complaint ID # ********
Thank you for the inquiry. I spoke to **** personally on the 18th of Oct 2022. She denied getting calls and emails from Guest Relations.
Explained date and time of calls and emails. She accepted my apology, and I offered apology letter and certificates for future visits, and she accepted those, and they were mailed out to her.
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 BoxInitial Complaint
Date:10/09/2022
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.
Last night I went to ****-in-the-Box after placing a mobile order. While placing the order the app glitched and ended up placing the order for a second time and adding a double of one of our meals. The facility said that they were unable to refund me and there is no way to contact customer service other than filling out a form on their website but they dont get back to you. So they need to refund me almost like $30 because between my partner and myself we did not eat $50 worth of Jack in the box last night we just got a meal each.Business Response
Date: 10/11/2022
complaint ID#: ********
Hello,
We Have reached out to *********************** and requested a call back so we can resolve this issue. We have not heard back from this guest.
Should *********************** call us back, we would be happy to address any issues.
Thank you
*******************
Jack in the Box
Initial Complaint
Date:10/04/2022
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 10/04/2022 at around 9:10AM I went to the drive thru at the Jack in the Box located on ***********************************************************. I had a mobile order and when I came up to the intercom I told the cashier that I was there to pick up a mobile order for ******** (me). They said they didnt have any order under that name. I went up to the window and I showed them the confirmation on the app AND in my email. I even showed them that the funds had already been charged to my card but they refused to give me my food. Now I have to figure out a way to get my money back because these people were absolutely useless in helping resolve the issue. The store received my money so they could have easily just given me the food but no. I went back to work hungry and angry. I have never had a problem with ordering on the mobile app before. I want my money back!Business Response
Date: 10/05/2022
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 sent This guest a full refund and emailed the confirmation of the refund 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:10/04/2022
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.
We were at the jack in the box in ****** ******** on 10/4/2022 and we sat at the ordering speaker for 45 minutes we were then informed by a very rude lady that only 2 people showed up for work and it was not her fault we were having to wait it was homecoming and graduation and no one wanted to work. We left and will never be back.Business Response
Date: 10/05/2022
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, Chism Conn, regarding his experience at the Jack in the Box.
We have since followed up with the restaurant management appropriately and have reached out to this guest via phone and email and requested a call back.
Should the guest reach out to us, we would be happy to address any issues.
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:09/17/2022
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.
In August I placed a mobile order with Jack in the Box and went in to pick it up, only to wait almost thirty minutes. After seeing multiple people get their orders before me, even though they came in after the fact, I asked an employee how much longer it would be and they told me that the meat needed prepping. The burger meat? The chicken? And why are they just starting to prep the food if I've been standing in the lobby waiting for over twenty minutes? As I have arthritis in my spine, it is a challenge to stand for long periods of time, and normally I do not mind waiting a little while for good food and good service, however, this has been the case less and less at this Jack in the Box. I used to love it and now I actually try to avoid the area altogether. I don't mind waiting a bit if I am told that there will be a wait but communication isn't this restaurant's strongest quality. I was told that because I went through the app, that I had to request a refund via the app as well. This was also not a huge deal with me, the problem is that I've yet to hear back from them at all. Given that I am requesting a refund, I expected them to get in touch much sooner but I still haven't heard back from anyone. I requested a refund once at Burger King via the app and got a reply within a day and a refund within 2-3 days. My visit to Jack in the Box was in mid August and we are now mid September. Thank you!Business Response
Date: 09/19/2022
complaint ID#: ********
We reached out to **************** by phone and left our contact information on his voice mail. we have fully refunded his order and emailed a confirmation to him as well.
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:09/17/2022
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.
****** was stating at 8:56pm that the lobby was already closed when on the entrance, business states it closes at 9pm. ****** was super disrespectful.Business Response
Date: 09/19/2022
complaint ID#: ********
We reached out to this ************************* and addressed his issues.
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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