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Business Profile

Restaurants

Jack In The Box Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Jack In The Box Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 598 total complaints in the last 3 years.
    • 264 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/17/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 made an online order for 2 meals and ended up waiting 2.5 hours to receive my items and there were other people who had placed in-person orders and received their food way before I did. After contacting jack in the box numerous times no response. Im upset I spent 21$ to get half cooked bacon and wait 2.5 hours to receive it.

      Business Response

      Date: 02/18/2025

      complaint ID#: ******** 

      Thank you for contacting us.  We were unable to find a mobile order for this guest. We have sent an email directly to this guest and have requested a call back or information about the order.

      Once we hear back, we will be happy to address this.

      Please let us know if you have any questions.

       

      Thank you 

      ****** *.

      Jack in the Box.

       

       

    • Initial Complaint

      Date:02/14/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      January 10, 2025 04:11am Amount spent - $15.11 I have been a customer at this ********************** for over 20 years, but the customer service has consistently been disappointing. My most recent experience was unacceptable.After finishing my night shift, I placed a mobile order. While some items werent available for customization (which I understood), the items I successfully added to my order should not have been an issue. However, when I arrived at the drive-thru to pick up my order, I was told they couldnt fulfill my shake because they were out. Instead, they offered to replace it with a soda or coffee.I requested a refund, but they told me they were unable to process it and instructed me to cancel the order myself. I showed them that the app does not allow me to cancel, yet they still refused to issue a refund. When I asked for a manager, I was told the manager had left two hours earlier and that the person in charge only spoke Spanish, so she couldnt assist me (possibly assuming I wouldnt understand). Fortunately, I am fluent in Spanish, but even then, she refused to provide her name. Based on my 10 years of HR experience, it is highly unprofessional for a person in charge to withhold their name.She repeated that they could only replace the drink or that I would need to return at 12 PM or 2 PM when a manager arrived. Meanwhile, the app suddenly marked my order as completed, even though I had not received a single item. After expressing my frustration, she finally said my order would be ready in 10 minutescontradicting her earlier claim that the item wasnt ************ the end, I never received my order. I filed multiple complaints with Jack in the Box, but after more than a month, I have not been contacted or refunded. Instead, I only received an automated email asking if I had been contacted and requesting that I complete a survey.This situation is completely unacceptable, and I would appreciate a resolution.

      Business Response

      Date: 02/14/2025

      complaint ID#: ********

      Thank you for contacting us.  We are sorry for the poor service, but I was unable to find any other report except the BBB in our system. We have successfully refunded this guest order and emailed confirmation to Xelene *******.

      Please let me know if you have any questions.

       

      Thank you

      ****** *.

      Jack in the Box

    • Initial Complaint

      Date:02/13/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      There is a snow storm alarm, I thought my order would take a while but it has already taken a long time. It is 11:51pm I never received the tracking link or a message from the delivery driver. I don't know what happened to my order, but it is too late. I don't want it anymore. Bye.

      Business Response

      Date: 02/13/2025

      complaint ID#: ********

      Thank you for contacting us.  We have already refunded this guest order and emailed a confirmation as well.

       

      Thank you 

      ****** *.

      Jack in the Box

      Customer Answer

      Date: 02/13/2025


      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:02/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 a mobile order from this restaurant on 2/2/2025. At 3:19 pm. My total amount was $17.46 The receipt will be submitted. Upon arrival at the restaurant I pulled into the drive up window. No one answered I shouted hello no one answered. I waited no one greeted me. I pull through and up to the window. I sat and waited for someone to come to the window no ever showed up. I got out and went to the front door it was locked. There was no one at all in building inside or out. I finally left and called the restaurant no one answered the phone. I filled a complaint and submitted my receipt online and no one had responded. I called the restaurant everyday for a week and have been told to call back tomorrow. I have been told the manager will contact me. I just want a refund. $17.46

      Business Response

      Date: 02/11/2025

       complaint ID#: ********

      Thank you for contacting us.  We have provided a full refund of the order back to the guest account and emailed a confirmation to this guest.

      Please let me know if you have any questions.

       

      Thank you

      ****** *.

      Jack in the Box

    • Initial Complaint

      Date:02/09/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 order says delivered but I didn't receive anything. I asked for it to be given to me in person but they didn't give me anything. Who should I deliver it to?

      Business Response

      Date: 02/10/2025

      complaint ID#: ******** 

      Thank you for contacting us.  We refunded the full order back to this customers account and investigating this matter.

       

      Thank you 

      ****** *.

      Jack in the Box

      Customer Answer

      Date: 02/10/2025


      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,

      Xavito ******

       

    • Initial Complaint

      Date:02/04/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 order has not been delivered and I have to go to sleep now. I don't want it anymore. It's too late.I did not receive a message from the dasher or a DoorDash tracking link Your phone never works, no one answers it, only the machine also emails, there is not even a human to help

      Business Response

      Date: 02/05/2025

      complaint ID#: ******** 

      Thank you for contacting us.  This guest filed a report with us this morning.  We show the order was placed at 7:35 PM and was delivered at 8:12 PM.  

      We show the order was delivered.  We will contact this guest directly to address their concerns.

       

      Thank you 

      Guest Relations

      Customer Answer

      Date: 02/05/2025

      IT WAS NOT DELIVERED BUT I AM GRATEFUL FOR BEING HONEST AND REIMBURSING MY MONEY

      Business Response

      Date: 02/06/2025

      complaint ID#: ******** 

      Order was refunded and guest acknowledges that.  I am not sure why we are getting this again.

       

      Thank you

      ****** *.

      Jack in the Box

    • Initial Complaint

      Date:02/02/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 some food but they didnt have chicken so they cancelled my order and haven't given me a refund. I have tried to contact them but nobody answers

      Business Response

      Date: 02/03/2025

      complaint ID#: ********

      Hello,

      Thank you for writing to us.  Your full refund was processed, and credit was posted to your card. Please allow 3-5 days for your bank to post credit  to your account.


      Thank you

      ****** *.

      Jack In the Box

      Customer Answer

      Date: 02/03/2025


      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:01/31/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      All I want to say is that this location 3840 is the bad one I ever been to, especially the manager he is very rude, his name is ***** every time I go and hes there he is unprofessional and rude, I get his position there but that doesnt mean he can feel like if hes the owner, heck I believe the owner wont act like he does. Whenever I get served by other employees they are awesome but this guy is so so rude. You need to fire him or put him as a cook instead and Im not trying to insult the cooks in any way but this person needs to be more humbled and more humane. I get everyone needs a job but if you have it take care of it. Need to check on the people you have on every location especially the managers and district managers because of the manager is like that imagine the ones that are on top of them.

      Business Response

      Date: 01/31/2025

      complaint ID#: ********

      Thank you for contacting us. We apologized for the experience and would like to address this issue. unfortunately, the store # that was provided does not exist or this is not a Jack in the Box location.

      We would like the address of the Jack in the Box that was visited, date and time of visit and guest's email address.  Once we hae all this information, we would be happy to address this 

       

      Thank you

      ****** *.

      Jack in the Box

    • Initial Complaint

      Date:01/30/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 customer service is extremely disappointing; they frequently get orders mixed up. There's no phone number to reach out for assistance, only a website, and they never reply to inquiries. This situation is completely intolerable.

      Business Response

      Date: 01/30/2025

      complaint ID#: ******** 

      Thank you for contacting us.  If you have an issue with a visit or an order, you are welcome to go to website, ************************ and click on contact us and provide your feedback and someone will call you back. You are welcome to email details of your concerns to, ****************************************************************.

      Once we get the information, we will be happy to contact you.

      Please let me know if you have any questions.

      Thank you

      ****** *.

      Jack in the Box

       

      Customer Answer

      Date: 01/30/2025

      Emails sent to customer service go unanswered, and the Jack-in-the-Box website doesnt provide an option to leave a phone number for follow-up. Instead, it advises users not to share personal information. If they were to reply to my email, it would render my attempt to reach out to the Better Business Bureau unnecessary. The time spent crafting a response could have been better utilized to get in touch with me directly. This level of customer service is truly disappointing.

      Business Response

      Date: 01/31/2025

      complaint ID#: ******** 

      Thank you for contacting us again.  We were unable to find any report that was had been filed from ****** *******, we directly emailed and provided adequate information for this guest to contact us and provide the information we requested, like date and time of the visit and location of the Jack in the Box and what was wrong with their order and visit but never heard back. 

      Unless we are provided with the location of Jack in the Box, time and date of the visit and detail information about what the issue was, we are unable to move forward with following up with appropriate Mgmt. 

      We provided Jack in the Box website and how to file a report, we also provided direct email to the Guest Relations and our phone number and we have not heard back.

      Once we hear back and are provided the information we requested like time and date and location of the Jack in the Box, we would be happy to address this issue. 

      Jack in the Box consider this matter closed. 

      Thank you

      ****** *.

      Jack in the Box

      Customer Answer

      Date: 02/03/2025

      I find myself quite frustrated in situations like this. I strive to treat everyone with respect, especially those who reply to my emails, as I reach out in hopes of finding a solution. Unfortunately, in this instance, I feel I've encountered the opposite. It seems that the responses Ive received come from individuals who lack understanding and insight, merely replying for the sake of replying instead of genuinely trying to grasp the situation at hand. 


      Your replies indicate a disconnect; despite having my contact information, including my phone number, you claim to have attempted to reach me but left no means for me to return your call within our email correspondence. This only reinforces my feeling that your responses are superficial. 


      I suspect that after reading this, you might close the case without further consideration. However, I believe its worth mentioning that perhaps the issue lies with the management roles such as yours within your organization, stemming from individuals in leadership roles who don't know how to effectively guide others. I urge you to take this feedback seriously and strive to perform your duties with the professionalism that is clearly lacking.

    • Initial Complaint

      Date:01/28/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 online for pickup and I had the wrong location, when I arrived to pick up the order to the location I thought I had I was told I had the wrong location. So I ordered at the location where I was at. I tried to call to cancel the first order but I couldnt get through, so I cancelled it in the online app. This was 12/31/2024, and I still havent received a refund or have I been able to contact them.

      Business Response

      Date: 01/29/2025

      complaint ID#: ******** 

      Thank you for contacting us.  We were aware of this issue. Guest sent us 5 emails.  We offered a refund as courtesy since the guest placed their order at the wrong location and provided a full refund as courtesy. 

      Jack in the Box considers this matter closed

      Thank you

      ****** *.

      Jack in the Box

       

    Jack In The Box Inc is BBB Accredited.

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