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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

    • 102 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:06/08/2024

      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.
      Hey I work for Krystals the incident took place June 3 ***** I work from 1-9pm that day . Its was about 8:40pm I had started counting down my crew member register because it was time for her to get off . The second shift leader has been coming to work for the past couple days prior to the incident starting with saying little things to provoke me to argue and fight with her . ( ******) I have been telling my boss about it but there was nothing done . So let me Continue the story she came in started with me started an argument so at this point Im tired of it and flipped on her . So call **** which is the boss of Krystals and totally jumped on her side and they took me off the schedule and shes still on the schedule. I have kids and I have bills to pay I feel that it isnt right for me to fired they didnt give me no separation letter just telling me that Im banned but this lady is still there and she started everything.

      Business Response

      Date: 06/13/2024

      Hello *********, 
      We are so sorry to hear about the incident. We will be looking further into this matter. For a letter of separation, please reach out to us by calling us at ************. Anyone here will be more than happy to assist you. Thank you and we look forward to hearing back from you.

    • Initial Complaint

      Date:05/26/2024

      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 frequently visit the Krystals at ********************************************. Normally, I'm pleased with the service and always order chili cheese fries with light chili and extra cheese. The portions are usually generous, allowing me to enjoy them both in the car and later at home.On May 23rd, I ordered my usual chili cheese fries, but upon opening the container after driving to a nearby store, I found only nine fries with a small amount of chili and cheese. I returned to Krystals and asked about the portion size. They corrected it by filling the container properly, and I thanked them and went on with my day.On May 25th at 3:04 PM, I decided to order three chili cheese fries for the rest of the week. I checked the portions at the window and found very few fries in each container, with the bottom of one Styrofoam container visible. I showed this to the young lady at the window, who then brought an older Caucasian woman who appeared already upset. She yelled at me, accusing me of complaining about portions previously. I explained that I was paying $5 for the meal and felt shorted, but she insisted it was a large fry.I requested a refund, but she refused initially, claiming I had opened the container as if she was going to resale the fries. She then stated that each window records conversations also claimed to be on the phone with her "D.O.". When I asked if she was the manager, she said she was the ** but refused to give her name. Eventually, after much hostility and rudeness, she provided a cash refund for the fries but charged $4 for an apple pie, despite a promotion of 2 for $3. Her behavior was extremely rude and made me feel unsafe at that location. She was completely unprofessional and screamed at me and my mother. I love your food but can't imagine this treatment.I urge action to be taken against her to address this unacceptable conduct. I would prefer not to involve my lawyer, but I feel it may become necessary if this issue is not resolved.

      Business Response

      Date: 06/05/2024

      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. For your inconvenience, we would like to send you a complimentary card digital code for you to enjoy on your next visit. If this is acceptable, we would send this to your email on file. Again, were sorry for your experience. We hope to hear back from you and have the opportunity to serve you again soon. Thank you

      Customer Answer

      Date: 06/06/2024

       
      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,

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

    • Initial Complaint

      Date:03/02/2024

      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 made an online order on 23 February 2024 and put it on my debit card. When I arrived at the **********/********** ******* store at my pickup time, the man at the window had me pull forward to wait on them to bring my order out. After about 10 minutes he came out and told me they did not get a shrimp delivery that day and that part of my order could not be done. That was two thirds of my order, so I told him to cancel the order and refund the purchase back to my card. He said that I would have to go online and cancel the order as they couldn't at the store. I went home and logged on to the Krystal's app, but there is no link to cancel or request a refund. I sent them a message thru the contact us link, but have not heard back. I have sent two more messages thru that link and also two messages thru ******** messenger, but NO ONE has contacted me back. My debit card was charged and my back account debited on 25 February 2024, I consider this a fraudulent charge by them.

    • Initial Complaint

      Date:02/29/2024

      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.
      February 3rd tripped on there uneven sidewalk. On ******* in ************. I haven't heard anything from them. To see if I am OK are what. I think I should be compensate.

    • Initial Complaint

      Date:02/28/2024

      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.
      Placed an online order for delivery through the Krystal's Website. Waited 1 hour and received a text, stating that my order was cancelled. Never received a refund for my order, so I contacted the store who did not answer the phone, and was directed to a customer service agent who said I should be receiving a call back. I never did and would like a refund. My order number was ***************** and the date the order was placed was on 2/24/24

    • Initial Complaint

      Date:02/19/2024

      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.
      On January 30th I ordered food on the Krystal app. It was $18.72. It said ERROR and didn't go through. So I hit submit again. It said ERROR again. I noticed two charges of $18.72. But no order ever went through. I called the store no one ever answers. The answering machine provided a corporate #. I called the corporate number they said they can't help because it's franchise. They said they will email the district manager and they should called me. I received no call. I called corporate about 3 times they just kept doing the same thing. I went to the actual store. The store manager was on the phone with her manager. She took pix of the the charges on my phone and gathered all my info. Her manager assured her she'd reach out to me. She never did. I went on krystal Instagram and sent a message. I got a phone call from corporate saying they're escalating the issue. And someone will get back to me asap and if jot contact BBB cause this I'd ridiculous. Almost $40,has been stolen from me from this company. I'm STILL waiting!!!

    • Initial Complaint

      Date:01/15/2024

      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.
      We went into the *************** location tonight at first we had to upcharge all our food to Larges because ******* said the company is not offering any other sizes now but Larges so our 8yr old had to get large drink & fries we waited about ************************************ the restaurant. When we got our food the corn dogs were burnt & the burgers were still pink. Not to mention the tea was spoiled so we got charged for a refill because refills arent free anymore either. We took our food back up to the counter for a refund, we just wanted to leave at that point. ******* the manager told us the company also doesnt do refunds anymore which isnt posted anywhere. We just want our money back, we dont want credit for the same store because we dont even live in that area. Something needs to be corrected by this company because if your not gonna offer refunds that needs to be posted and the food needs to be cooked and not burnt. We will never go back to this location or any Krystals for a very long time. Worst experience Ive had in a restaurant in a very long time. There are no working drink machines & no bathrooms.

    • Initial Complaint

      Date:12/31/2023

      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.
      Dec 29, 2023 3:34pm My husband and I went through the drive through to get 12 Krystal sackful and 2 apple pies. We returned home to cold fries and no apple pies. I took the food back and requested a refund. Voice coming from the cook in the back is white folks s*** loud enough for me to hear it. I was told by the manager that he was not doing a refund. I had to call the police to get a report my card and my receipt. This matter was very unprofessional and the entire staff was very ghetto. I left without receiving a refund and will be disputing this on my **************** card.

    • Initial Complaint

      Date:12/21/2023

      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.
      Your website reads you close at midnight. I have came here for lunch plenty of times. There was 4 employees in the store but tell me they are closed. You pay them to all stand around . False advertisement on hours and looks like the employees are scamming yall on money and food

    • Initial Complaint

      Date:12/09/2023

      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 been trying to get my separation papers from them but Mr. ***************************** denied me because he says he cant do it himself.

    The Krystal Company is NOT a BBB Accredited Business.

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