We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Restaurants

The Krystal Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

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

Find a Location

The Krystal Company has 251 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/20/2022

      Type:Sales and Advertising 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.
      On 9/18/2022, I made 1 transaction in the drive through for $17.94. My card has been charged repeatedly for an additional $17.94 on the following:09/18/22 at 6:08pm; 7:54pm; 7:09pm; 6:44pm; 8:42pm; 9:33pm; 9:38pm; 9:28pm; 9:43pm; 10:23pm; 10:08pm; 10:03pm; 9:53pm; 9:48pm; On 9/19/2022 I had to call and block my card issuer (Cashapp) and ask them to block the merchant because there are 13 plus transactions still pending. I went to the store twice to ask the manager to stop these fraudulent transactions and they don't know what to do. The DM stated she received an email that this happen to lots of consumers that day.On 9/20/2022 they attempted to take two more payments but were blocked due to excessive fraudulent activity. a total of $245.54 has been taken thus far.

    • Initial Complaint

      Date:09/03/2022

      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.
      I ordered food using the Krystal mobile app. Get to the store and am told they cant make part of my order. I asked for a refund and was told Id need to cancel the order but there is no way to do so through the app nor is there an option to request a refund. Then I had to wait 20 minutes for them to fulfill the part of my order that they could make.

    • Initial Complaint

      Date:08/31/2022

      Type:Delivery 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.
      I ordered from Krystals app for a restaurant in *********, ** (65 *************) on August 28, 2022. I ordered at 11:23 pm and the app said my order would be ready in 14 minutes. After arriving to the restaurant no one was there and I never got my food even though I was charged $25.83. The app, ******* and even the restaurant have all shown that it is open 24 hours. Ive called this location multiple times and filed multiple complaints on the Krystals website. I have not heard back or had anyone pick up the phone calls. I want a refund.

    • Initial Complaint

      Date:08/31/2022

      Type:Product 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.
      Placed order online. Got confirmation of time for pick up. Arrived at window on time. They were unaware of order upon our arrival and asked us to pull forward. We waited until roughly 8:40am until physically going inside to check on order that was supposed to be done by 7:55am. No one was present for several minutes as I saw complete dissaray and ckear health code violations in the cooking/prep area. Then appeared 2 females from the back area. They confirmed who I was and what I was waiting on. The tall lady stated they were busy with others customers who ordered actual breakfast. The shorter one started apologizing and saying it was bc they were training someone new, whom in the 5 or so minutes I was in there, never appeared. The tall one then proceeded to make me feel like a huge inconvenience for my order, while the shorter employee acknowledged and continued to apologize for just then pulling the burgers off and having no other part of my order even remotely started. I noticed as she was taking the burgers off, the were dripping! If there is audio... you will hear me ask "are those dripping?!?". She states "they are steamed". I know what I saw clearly... I also asked for a time frame of completion, which was literally NEVER answered, and I got frustrated and continued to listen to the tall one say it wasn't a breakfast order. I asked could I just cancel, now going on about an hour and 20 minutes... she said I could and they would re-route the food to another customer. I thanked them and walked out. I then remembered to ask about charges, since it was confirmed paid. I walked back in and asked, she stated, she wasn't sure, but to probably go back through door dash?!? We watched the charge pend until Monday evening when it cleared. I then contacted the store directly, after going online and putting in a complaint and refund request... spoke to a staff member, relayed all the info and she said it'd go directly to GM. We never took food. But they took our money.

    • Initial Complaint

      Date:08/29/2022

      Type:Product 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.
      Placed an online order on 8/16 for $18 and change. Upon arrival was told no chicken and couldnt fulfill my order. After attempting to find out How I get a refund due to no assistance on the app on their website and the phone number the location gave me is a robot which only hangs up on me which is the same for every number I couple find related to this company. I even went back to location and Requested the order be filled now due to unsuccessful attempts to obtain a refund which wasnt possible either. I filled out the form on their website and still have yet to hear anything or obtain a refund and its absurd! They have no returns process and dont care whether or not orders are fulfilled for which theyre taking money for. Its been two weeks and I want my money back!

    • Initial Complaint

      Date:08/29/2022

      Type:Product 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.
      Over the past few months I contacted them about 5 or 6 times of a Krystal in the ********* ********* area not accepting their gift card. They said I would have to get my money back from the corporate office. Only one time did they reply back with a letter and a certificate for free food, but never said anything about the gift card. The Number is: ******************* 900 697 God Bless and stay safe. ***********************

    • Initial Complaint

      Date:08/25/2022

      Type:Product 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 went to my local Krystal (CBT001) restaurant, (Sun. Aug. 21, 2022), to pick up the breakfast items I had ordered online. My debit card was charged $14.78 for the order. When I arrived to pick it up I was informed that they cannot honor that order as they are just starting to do breakfast and they have none of the things that I ordered and all they have is biscuits. I said, "so what are you saying, you can give me biscuits instead of what I ordered?" and the lady said "no, you have to cancel your order." and I told her my card has already been charged and asked if she can cancel the order or replace it. she said no I need to cancel the order myself, that she has no way to cancel it and had nothing to do with refunding money for mobile orders. I asked if she had a corporate number I could call she said she did not and she wasn't sure what I needed to do. I said okay thank you I will figure something out....now here it is 4 days later and I'm filling a complaint with the BBB. Within an hour of placing that order I attempted to contact the restaurant corporate office via email which is the only option I could find. I gave all the details on an email and sent it. I haven't heard nothing at all. I'm still out my $15. THIS is very discouraging to me. I don't think that items should be listed on their menu that they don't even have or don't even know how to prepare and I also I think that customer service should be a high priority to any company but I am just flabbergasted over the zero response I've gotten from that email, not to mention I keep trying to call the company and cannot reach a human it just says to leave a message. I am on a fixed income and $15 coming out of my account is detrimental to me especially all these days and counting that they are just sitting on my money and have offered nothing whatsoever to earn it. I am appalled I need my money back ASAP

      Business Response

      Date: 08/26/2022

      My name is ********************* ** for Krystal LLC. We are more than glad to refund ******* ortigiesen a refund and apologize for any inconveniences. She can contact me at ************ or just go by the location to pick up the refund. Thanks. 

      Customer Answer

      Date: 08/26/2022

       
      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.

      Sincerely,

      *********************************

    • Initial Complaint

      Date:08/24/2022

      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.
      My son worked for them for a week they have been paid twice since he stopped working for them and he hasn't been paid once they keep saying he was never put in the system an they can't figure out his hours IV been in contact with them several times and still nothing

      Business Response

      Date: 09/01/2022

       I spoke with *******'s mother. The issue has been resolved and he has been paid.

       

      ***********************

    • Initial Complaint

      Date:08/16/2022

      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.
      Me and my Husband stopped at the Krystals on ************************************************************************** at 11:18pm Thursday, 7/28/2022 and we decided to place a mobile order. When we pulled up to the speaker the Lady told us that they were all out of Wings so we decided to cancel the order completely and she told us that she could not do that and to contact the customer service for help. We have continuously emailed and tried to reach anyone that could help and all we got in return was a coupon for 2 free Krystals. My order total was $23.44 and Im just asking for my Refund please. We did not get any of our food and I would just like my money back. My order number is *****************.

    • Initial Complaint

      Date:07/29/2022

      Type:Sales and Advertising 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.
      I AM LIVID!!!!!!!!! SO MY DAUGHTER AND I GOT A LITTLE HUNGRY AND DECIDED TO ORDER SOME KRYSTALS FROM BUENA VISTA RD, SO I AM SITTING UP IN MY *** EATING AND FINISHING UP WITH MY FOOD WHILE MY DAUGHTER WAS AT THE FOOT OF THE *** ON THE LAPTOP EATING HERS, NEXT THING U KNW MY BABY STARTED CHOKING N COUGHING TRYING TO SPIT ** WHAT SHE HAD ** HER MOUTH SCARED THE **** OUT OF ME WHEN SHE SPIT THE FOOD IN HER HAND SHE SAID MA LOOK! TELL ME WHY THERE WAS A BIG UNBENT STAPLE WAS IN MY BABYS CHICKEN FROM HER KRYSTAL CHIK!!! SHE REMOVED HER BREAD N ONLY EATS THE CHICKEN ***** IN WAS INSIDE OF THE CHICKEN *****!!! MY BABY WAS TRAUMATIZED N DONT EVEN WANT TO EAT ANYMORE. I HAVE EMAILED AND CALLED CORPORATE BUT HAVE NOT RECEIVED A RESPONSE YET

    The Krystal Company is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.