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Business Profile

Restaurants

The Krystal Company

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Krystal Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Krystal Company has 251 locations, listed below.

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    Customer Complaints Summary

    • 103 total complaints in the last 3 years.
    • 17 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:06/07/2025

      Type:Product 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.
      On May 18 we stopped to have a quick bite to eat at your Gluckstadt Miss *********** 1230 we ordered (#*****) and pulled forward sitting and waiting one car in front and at 1245 finally at window, asking one of two employees working drive up and in store what was the delay for fast food pick up which we were used to at other locations in our lives together of 55 years.The employee young black man said the car in front now waiting was a delivery order and had priority, we paid our ***** and waited. After a few moments asked for our drinks oh forgot. This was now 1251pmDuring our time in line I witnessed two more cars order and pulled in behind us.Time passed car in front finally pulled away 101pm The cars behind backed out drove off, we would have also had we not paid for our order.I told the employee that while waiting and employee shrugged his shoulders..like so.. a sign was on wall No Refunds if unhappy we will remake. No *********** 105pm and associate asks did you get order, NO, left and returned with our order We pulled into parking spot.Yuck the chicken bits were hard as a rock and uneatable and my sliders actually sucked..Remembering the signage no way were we going back and back on 55 and within two miles we stopped at ********* and paid an additional ***** and filled our needs and continued to Olive ********* would like our refund for the ************ from Krystals Trying to contact them as seniors by giving out no phone numbers but email addresses that were not sent do wrong We are seniors on fixed incomes. We do not toss $$$ out the window Thank You

      Business Response

      Date: 06/13/2025

      We are so sorry to hear of your experience at our Krystal in *******. We will use this complaint as a training opportunity as we strive to promote great customer service. We have reached out to the guest with no response. Please call our corporate office at ************. 

       

    • Initial Complaint

      Date:05/27/2025

      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 really need to speak with someone regarding this matter where the police was called and lies were told to the police that could have had me arrested or things could have been worst if it wasnt for the police listening to what i had to say

      Business Response

      Date: 05/27/2025

      Thank you so much for reaching out to us. We are sorry to hear that your last order did not exceed your or our expectations. We take great pride in our guest-first philosophy and were disappointed that we failed to live up to our standard by not providing you with a great dining experience. Please know that we take all feedback seriously. We will need to pass all your information over to our upper management team so they can reached back out to you. Please contact us at ********************************** and we send our deepest apologies.

    • Initial Complaint

      Date:04/04/2025

      Type:Product 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.
      My order was on Fri, 04 Apr 2025, 03:18 AM. I paid $18.64 for a order on the app. On ****** and the app it said the restaurant was open 24hrs. I ordered a meal at 3:18 am and I went to pick it up at 3:30am just to be told rudely that they were closed and that they closed at 1 am. I asked for a refund and was told that I would have to wait till they opened. I called when they opened just to be told I couldnt get a refund untill the district manager called me and to provide them with my name and number and wait for the manager to call. I have not got a call at all from the business and I have actually been blocked by the business. Its no telling who else they have scammed.

      Business Response

      Date: 04/11/2025

      Thank you so much for reaching out to us. We are also sorry to hear that your last visit did not exceed your or our expectations. We take great pride in our guest-first philosophy and were disappointed that we failed to live up to our standard by not providing you with a great dining experience. Please know that we take your feedback seriously. Your refund for Order #***************** has been submitted. Please allow 5-7 business days for it to reflect in your account.  Again we apologize and hope you will visit us soon.

    • Initial Complaint

      Date:02/06/2025

      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.
      There is always an issue when I order through door dash. The food is either undercooked and not fit to eat or they dont give me my large ***** sprite. I had two on my last order. The employees think they can get away with it because I order through door dash.

      Business Response

      Date: 02/11/2025

      We are sorry to hear that your last visits did not exceed your or our expectations. We take great pride in our guest-first philosophy and were disappointed that we failed to live up to our standard by not providing you with a great dining experience. Please know that we take your feedback seriously. If you would please visit us at ************************************************** and fill out the form with the information about your orders, we will be able assist further. Thank you.

    • Initial Complaint

      Date:01/23/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      to my NOT SURPRISE items were so completely missing of course I spent $66.04 on food from the Krystals store CHF07 in ************************** I NEED 3 UTEMS TO BE FIXED *********** left out of my order 1 pick 5 item deal set of CHILI CHEESE PUPS. 1 DRINK LARGE *********** ALSO DID NOT MAKE THE 3 JUNKYARD TOTS COMPLETELY. They left off the ***** SAUCE off of all 3 of them So now because of your Krystals location of store number CHF07 I had to figure out how to dispense evenly across all 3 of my children so that all 3 of them could actually Have something too eat Because if I did not do that 1 child would have nothing & be envy if the other 2 children because they got food that they were promised & he did not So with tht I will be filling a ALONG WITH THIS ONE TO YALL I WILM ALSO BE FILING A COMPLAINT WITH THE BBB AKA BETTER BUSINESS BUREAU As well Because this should not have happened The order should have been quililty checked at the flowknv steps: Step 1 checked when the order came in Step 2 checked as it was being made & items marked off as the person making each item Step 3 checked when everything was completed Step 4 checked to make sure nothing was missed Step 5 checked as it was being put in bags Step 6 checked as it was going out the door So by that being said if the staff was not doing that items purchasemd would have not been missed at all within. The order then there would not have been any complaints But by me not receiveing MANY OF MY ITEMS That in doubt tells me that the staff that works within That store was not doing their job As it is dictated to be conducted so they are in violation of their job description & the store staff/store manger needs to be held accountable for all actions that were not conducted Because MY SON SHOULD HAVE GOT THE FOOD ITEMS THAT HE ORDEREDwanted but not give n made to eat his brothers food not what he wanted & NOT HAVE TO TAKE FOOD THAT HE DID NOT WANT NOR DOES HE LIKED & be made to accept it

    • Initial Complaint

      Date:12/01/2024

      Type:Product 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.
      On 11/29/24 We Ordered $38.00 dollars worth of food and never received my food. We waited for over an hour when I asked for a refund the employee said they have a no refund policy. They gave me the managers phone number ************** which also said they have a no refund policy. I had to call the cops to fill out a policy report because they legally stole my money. I am taking Krystals to small claims court in ******, now for $1500.00. Its mainly the principle of the matter now. A Business cant just take your money and not give you a product. This is the only place I would avoid in ******. Definitely a place that I would not wish on my worst enemy!

      Business Response

      Date: 12/18/2024

      We have informed the Krystal Franchise Owners of your concerns. Thank you.

    • Initial Complaint

      Date:11/18/2024

      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.
      On November 14th on a Thursday at 3:59 p.m. went through the drive-thru and ordered two orders of the four Crystal combos and two apple pies. After receiving our order set in the parking lot to eat as I took one bite out of my ******* ****** the burger was room temperature cold it taste like had been cooked a while the meat was kind of rubbery. You can tell it had been set out for a while was not fresh cooked. I checked all the other crystals in the bag and they were the same way the fries were warm like they should be and the pies were hot but the sandwiches were ice cold. So I took our bags back into the restaurant and the lady that was working the window without in the main lobby when I walked in and gave me a dirty look soon as I walked in the door before saying anything to me. I told her ma'am I'm sorry but I have a complaint with my order, she immediately snatched the bag out of my hand grab the sandwich out that I had took a bite off of stuck her thumb in the middle of the sandwich and told me there was nothing wrong with those ******* and there's nothing she could do about it and I told her the food was cold it wasn't worth spending $25 for for cold food when it should be hot food. She told me there was nothing she could do about it I told her I would go to the district manager about it she said I am the manager. This lady's name was *************, that's what was on the receipt. I know I will no longer eat it krystal's at that location ever again.

      Business Response

      Date: 11/21/2024

      Thank you so much for your feedback. The Krystal store you visited is a franchise location. We have reached to to them on your behalf and shared your contact information. The district manager has called but was unable to leave a message and has also reached out by email, still with no response. Please contact us at your earliest convenience by calling us at ************ so we can mediate the issue with the store. Thank you so much. 

    • Initial Complaint

      Date:10/28/2024

      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.
      On 10/26/2024 I went through the drive thru at 12:23 pm the woman was already rude but I ordered a 5 piece wing, one of the pick 5 for $6.89 and 4 krystals. I was asked to wait awhile to get my food. Upon recieveing i went home and my food i got only 4 wings not 5 which were $8.09 for them. The pick 5 werent right. No cheese on the krystal the fries were cold, the tots were half full, no cheese on the chili cheese tots and the 4 krystals were slopped together and cold. I tried calling the store and i called several times. My last attempt to call i was told the order was right and no refund. This krystal has a *** for not getting orders right. They are smug and its ridiculous. I paid $22.93 for cold and unaccounted for food. Id like a refund and ill never be going back to this store again.

      Business Response

      Date: 10/31/2024

      We are sorry to hear that your last order did not exceed your or our expectations. We take great pride in our guest-first philosophy and were disappointed that we failed to live up to our standard by not providing you with a great dining experience. Please know that we take your feedback seriously. We have passed all your information over to our upper management team and they will contact you very soon. 

    • Initial Complaint

      Date:10/09/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Manager named *** (last name unknown), forced employees to come to work during a major hurricane. This occurred at the ********************* location in ***********, ******* during Hurricane ******. During this time, the ***************************** stated for everyone to "Stay Home" and "Stay off the roads, especially after dark." The county schools had even closed during this time for 2 days due to projected storm effect and damage, as well as danger risk. In result, at least 3 employees had to drive over an hour to get to work and may have to spend the night at the ********************* location to sleep as the roads will be unsafe. *** was contacted by those employees and he still told them they have to come or they will be fired. Attached screenshots are of a news article stating what I have explained above.

    • Initial Complaint

      Date:09/30/2024

      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.
      I placed an order on krystal website and when I arrived 12 minutes later the store was closed even though it was an hr before advertised closing Store location **************************************************************

      Business Response

      Date: 10/04/2024

      Thank you so much for reaching out to us and for being so patient with us as we looked into this matter. We are sorry to hear that your last order did not exceed your or our expectations. We take great pride in our guest-first philosophy and were disappointed that we failed to live up to our standard by not providing you with a great dining experience. Please know that we take your feedback seriously.Your order has been refunded in full. Please allow 5-7 business days to reflect in your account and thank you.

    The Krystal Company is NOT a BBB Accredited Business.

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