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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

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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/06/2024

      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.
      Received cold food from Krystal that was so cold that I wasnt able to eat any of it. Major problem was that the bag came without a seal. I dont eat any food that is being delivered without a seal on the bag

      Business Response

      Date: 09/09/2024

      We are sorry to hear that your 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 do apology but all our delivery orders are handled by a third-party and the delivery issue would need to handled and refunded by them. If you need assistance in determining who delivered your order. Please feel free to call us at ************.  Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.

    • Initial Complaint

      Date:08/22/2024

      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 online order on Tuesday 8/20/21 at the *****, ** (Hwy 49) location. When I arrived 6 minutes later to pick up my food they told me the system was down and they couldnt take payments. I told them I had already paid online and had the copy of my order and proof of payment to show them, they refused to look at anything, refused to make the food, and refused to give me my money back. I asked how to cancel the order or get my money back and they would only say online repeatedly. I sat outside for about 15 minutes waiting for the system to come back up so I could request them to make the order again but they still said it was down and were very rude about helping with any kind of resolution. I contacted online as they suggested but have yet to receive any response.

      Business Response

      Date: 08/26/2024

      Thank you for bringing this matter to our attention. Your order has been refunded in full. Please allow 5-7 business days for the refund to reflect in your financial institution's account. We wish you the very best and hope you will come visit us soon.

    • Initial Complaint

      Date:07/25/2024

      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.
      My first problem is I always come here and they know me by heart. I made a order They said went to the wrong store I showed them their address on the order They said reorder it again It still went to another store they say but it's showing their address so it went off my card two times nobody would help me get my money back. I never see any food. So I've been that two days this week and they said it's going to take 30 minutes to get a Krystal that is ridiculous. This is the location in ****** at the loop.

      Business Response

      Date: 07/26/2024

      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. We have reached out to our store and will be looking into this matter. We do need a little more information from you and will be reaching out through email. Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.

    • Initial Complaint

      Date:07/22/2024

      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.
      I placed an online order 7/20/2024 at 10:54 pm to pick up at 11:30. My daughter showed up about 11:20 to pick up our order and was told they did not have the order. She showed them the receipt and was told it was placed for the other location in town. It was not and the address was clearly on the receipt and we were at the right location. He said there was nothing they could do since the order was not showing in their system. She asked if she should wait since it was a little before the pick up time and was told they didnt have it in their system so wed have to reorder. We had already paid for the food so we didnt want to reorder. We asked for a refund and were told to contact corporate because they dont handle that in store. I called the store again today and was again told we ordered for a different store and to call corporate. I tried to contact corporate but the number I call just says to go online. I would like a refund for my order since I paid and never received any food but the process is painfully difficult to find someone to speak to. The contact form on the website is very generic and theres not an option for what I need as it goes beyond restaurant experience and general comments.

      Business Response

      Date: 07/24/2024

      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. We have reached out to our store and will be looking into this matter. We do need a little more information from you and will be reaching out through email. Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.

    • Initial Complaint

      Date:07/20/2024

      Type:Sales and Advertising 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.
      Last week, I was attempting to get some Krystals as I was greeted with two big pot holes that had my truck driving weird as if I had a rock stuck in a tire after the pothole. It knocked my alignment off and caused me to have a blow out on the highway in the heat causing a lot of damage to my vehicle. My tire wasnt even a on a whole year and now its useless as well as it being a great tire, the wires scratched my back driver door badly. My fender wall is cracked and my pipes are exposed. My rear bumber is busted and the frame looks bent. The guy from roadside assistance warned me that due to the pothole damage an alignment has to be done soon. I contacted city hall and they informed me that the location has been cited excessively about their restaurant upkeeping. I only could fill out a survey for corporate and I havent received anything at all. And Ive been sick in the house for days waiting to hear from someone. I need my vehicle fixed back the way it was.

      Business Response

      Date: 07/24/2024

      Thank you so much for reaching out to us. We are so sorry to hear about the damage of your car. All of your information has been sent over to our ************************* and they will be reaching out very soon. If you would like to speak to us directly we can be reached at ************. Thank you.

      Customer Answer

      Date: 07/24/2024

       
      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,

      Sierra Fitchard

    • Initial Complaint

      Date:07/07/2024

      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.
      Tonight. Sunday July 7 2024. I made an order on the app, paid and then drove to the store on ********************, ******* only to be laughed at and told they couldn't give me my order. Discrimination or just poor quality employees? Not sure. But a refund should have been issued on the spot and the situation handled correctly and not with laughter and maleficence. *******************************, loyal customer until tonight.

      Business Response

      Date: 07/14/2024

      Thank you for reaching out to us here at *************** and bringing this issue to our attention. We apologize that your experience was not ******* and we will be reaching out to our store to look into this matter further. A SPB Hospitality guest service specialist will be reaching out to you through email to gather more information about your order. Again, we thank you for bringing this issue to our attention and hope to speak to you very soon.

    • Initial Complaint

      Date:07/05/2024

      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.
      Krystal is advertising that they open at 6am I went there at 6:15 and one of there employees waived there hand signaling they are closed and refused to give me a time that they would be open. This was very inconvenient because I could have went somewhere else. I drove 15 minutes outside the city limits and had to go to work without breakfast.

      Business Response

      Date: 07/05/2024

      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. We have reached out to our store and will be looking into this matter. Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.

    • Initial Complaint

      Date:07/02/2024

      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.
      The issue is misleading information pertaining to breakfast club members for ************************************************************************************* at krystal store location in ******* when try to re use the car#no location is honored there product this is misleading practice to the consumer.

      Business Response

      Date: 07/03/2024

      Thank you for the information. This is not a known corporate promotion. Our SPB Hospitality Guest Relations Specialist will be reaching out through email to assist in resolving this matter. Thank you again for bringing it to our attention.

    • Initial Complaint

      Date:07/01/2024

      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 a order on ********* website on Friday June 29th at 3:32pm and after realizing the location was wrong I proceeded to try and cancel the order but I was not able to do so. I have tried without success to contact the company to try and get a refund.

      Business Response

      Date: 07/02/2024

      Thank you for reaching out to us here at ***************. We are sorry to hear that you had trouble with your recent ********* order. SPB Hospitality however, is not associated with *********. May we suggest you reach out to YUM Brands. I found their customer service number for you. They can be reached at ************. Thank you and we wish you the best of luck.

    • Initial Complaint

      Date:06/14/2024

      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 6/14/2024 at 11:00pm I visited the Krystals located in *************** off of ******. I ordered a pick 5. When I received my order the fries felt stale and I asked if I could have some fresh fries. The manager on duty that evening contested that the fries were in fact fresh and asked if I could wait for fresh fries. I was told the wait for fresh fries is 6 minutes and to pull up. As I waited 8 minutes for the fresh fries I notice that the drive thru was full and I moved to the front of the restaurant to make way for others behind me as I was in a larger tahoe. I waited fell past 10 minutes so I returned to drive thru once the crowd cleared out. Once I made it to the window, the manager stated that since I moved to the front of the store that is why she did not bring my fries out to me (mind you that is actually the front of the store?). At this point I was unhappy with the service and food as now my burgers were cold . I requested a refund and she declined, I requested either a refund or remake of my burgers as the one's that I had were cold waiting for the fires. She informed me that she would not do either and that if I did not leave she would call the cops! In disbelief I waited to speak with the officers to provide me side of the situation that occurred. A report was completed for the and I was given a copy of the report number. The woman still refuse to provide me with my refund and provided a false name that was not her own.

      Business Response

      Date: 06/19/2024

      Thank you for reaching out to us here at ***************. We appreciate your feedback. We have reached out to our store and understand that they have reached out to you and resolved the issue. Please contact us if you have any further questions or concerns. Thank you.

    The Krystal Company is NOT a BBB Accredited Business.

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