Complaints

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

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The Krystal Company has 251 locations, listed below.

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  The Krystal Company

  1455 Lincoln Pkwy E STE 600 Dunwoody, GA 30346-2200

• 

  The Krystal Company

  3230 Highway 278 Ne Covington, GA 30014-2498

• 

  The Krystal Company

  2890 Evans Mill Rd Lithonia, GA 30038-2400

• 

  The Krystal Company

  510 W Pike St Lawrenceville, GA 30046-4302

• 

  Krystal

  1211 Industrial Pkwy Saraland, AL 36571-3723

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.

• Initial Complaint

  Date:11/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a large order for Krystal's while I was in **********, ** on the app. Unfortunately the app glitched and sent the order to the ***************, ** location. They advised me at the ********** location to place a new order, so I ensured it was set to ********** and placed the order.... But no, it also went to the other location. There was no way for me to drive all the way there to pick up the order and when I attempt to call they didn't answer at first. When they did answer, they were rude and told me to cancel it... There is no option on the app to cancel. Then they hung up and refused to pick up again. The ********** manager was equally unhelpful, having no clue how to help me. I have filed the only option, a form on their site... And was told the issue was being forwarded to higher management to resolve. It has now been over two weeks and no response, no refund, nothing... I'm a single mother so $56 is a lot of money, not to mention this whole experience left me going home with no food for my child.

  Business Response

  Date: 11/08/2023

  The money was refunded from both locations.  One was a franchise and one was a corporate location.  If there are any remaining issues, please call ******** at **************.  Thank you.

• Initial Complaint

  Date:11/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 2 sunrisers, 1 chik biscuits, 1 tater tarts. The order was incorrect, the biscuits were burnt. Unbeatable. My bill was $13.81. I couldn't believe I was served and sold that poorer quality of food

  Business Response

  Date: 11/07/2023

  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. 
  
  For your inconvenience, we would like to send you a complimentary card digital code for you to enjoy on your next visit. It is a digital code that would be sent to your email address. Once you let us know that the complimentary code is acceptable, we will forward it to you immediately. Again, we are so sorry for your experience and we hope to have the opportunity to serve you again soon.

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was hired as a shift manager at Krystals in ***** ******************************************************************************************** at the stated address. I was hired as a manager an my pay was discussed at my interview my pay was originally supposed to be $15.00 an hr but *********************** was paying me $***** my first check was pay rate at ***** an my second pay check rate was $***** she assured me my check would of been $15 coming in as a manager. She mentioned to me about retro payment meaning i would be reimbursed for my hours and the pay at ********************************************************************************* Feb of 23 and i have been reaching out to her Boss nothing . I want my money thats owed to me . Every other manager down there was paid their pay rates from the start im the only one she thought she could play with . and she owes me back payment for my two checks because she didnt put my correct pay rate in my hire date . i never was compensated my back pay i need the next higher up whos in charge im owed 15 hr times ***** hours then $315.00 my next check was $15 times 80 hours plus **** OT

  Business Response

  Date: 10/26/2023

  Thank you for being this to our attention. We have forwarded your information over to the payroll and the human resources department for further investigation into this matter. 

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  10/15/2023 02:44 pm I placed a doordash order and the food was nasty bottom bun was gray like it has been sitting ate one a few fries nasty I contacted doordash they wouldn't refund my money very disappointed

  Business Response

  Date: 10/20/2023

  We are also sorry to hear that your last Krystal 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 and would very much like to make it up to you. 

  We do apologize but all orders that are placed for delivery through Door Dash must be refunded per Door Dash. However,
  for your inconvenience, we would like to send you a complimentary digital code for you to enjoy on your next visit. Please let us know if this is acceptable to you. If so we will send it directly to your email address listed on the complaint.
  Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.

  Customer Answer

  Date: 10/20/2023

   
  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:10/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Transaction date 10/19/2023 in ***** ******* food disturbing it was so bad both chicken and burgers were squishy cheese not melted meat was slimy chicken was just disgusting fell out of whatever fried material and had cartilage in it. Please refund $29.40 thank you

  Business Response

  Date: 10/20/2023

  We are also sorry to hear that your last Krystal 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 and would very much like to make it up to you. 

  
  For your inconvenience, we would like to send you a complimentary digital code for you to enjoy on your next visit. Please let us know if this is acceptable to you. If so we will send it directly to your email address listed on the complaint.
  Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 would like to see a change in how this Krystal location is ran ..

  Business Response

  Date: 10/03/2023

  We are 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. If you would like to discuss this matter further, we can be contacted by email at **********************************
  

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 thru the app on the night if 8/27/23 at store NSH022. The app took my order and said the store was open. I arrived after it said my order would be done in 17 minutes. The store was closed with a handwritten note on the door. I was charged and never got food. I tried reaching out previously thru email and by phone and waited the full 72 hours plus some. This is ridiculous and I am highly unsatisfied with how this has been handled, which is complete radio silence..

  Business Response

  Date: 09/26/2023

  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 here at Krystal. 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 and are looking into this matter. We thank you for bringing it to our attention. In order to refund your order, I will need more information. I will reach out to you through email for the requested information. Once received your order will be refunded. Please allow 5-7 business days for your financial institution to reflect the refund. Thank you again and we look forward to hearing back from you.

  Customer Answer

  Date: 09/26/2023

   
  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. If I receive an email.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/11/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 at store JAXF21 on August 31st, 2023. My order # was *****************. I arrived to the store on time and within store hours; however, the store was completely dark upon arrival. I have followed the customer service/feedback link twice and was prompted that I would be contacted within 72 hours. I have not been contacted either time.I would just like a refund for the order I placed, but could not be fulfilled.

  Business Response

  Date: 09/13/2023

  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 have refunded your order. Please allow **** business days to reflect in your financial institution. Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.

  Customer Answer

  Date: 09/13/2023

   
  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:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was charged twice for the same order. The young man working the drive through stated so and said it came through twice and wasnt sure I wanted them both. I told him I only wanted one and he said he would cancel the other order. I asked how to be sure I would not be charged twice and he stated to visit the Krystal website and contact them. I did so. I was responded to by the store GM and was rudely told twice they dont handle those issues to contact Krystals and when I explained thats what I did was ignored. I tried to call the store and received a recording. They said yes they dont have a working phone via email. I tried to contact Krystals headquarters and was referred back to the website. I have no way of getting this resolved short of going through my bank which is my next step. The charges occurred on September 9 for ***** each. Terrible customer service and no way of actually contacting anyone.

  Business Response

  Date: 09/13/2023

  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 have refunded your order. Please allow **** business days to reflect in your financial institution. Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.

• Initial Complaint

  Date:09/05/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a order with Krystals through postmates I ordered some spicy chicken wings and two chili cheese hotdogs with a large sprite and they did not give me a large sprite they gave me a medium sprite, I did not got get my chilli cheese hot dogs, they gave me wings and fries I didn't order any fries. I feel if you didn't have the items I wanted in stock you should let my driver know so that they can notify me of the items that you do have available just don't send someone what you want them to receive remember my hard earned money as a customer is paying for the food..This was unprofessional and unethical. I would like my issue to get to corporate desk about the Krystals located at ****************************************************************************. They are not doing what they suppose to do over there. I will attach my postmates receipt to this inquiry with all the details you need.

  Business Response

  Date: 09/06/2023

  Thank you so much for reaching out to us. We are also sorry to hear that your last Krystal 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 and we will be looking into this matter.

  For your inconvenience, we would like to send you a complimentary digital code for you to enjoy on your next visit. We will be reaching out to you by email. Please let us know if this is acceptable to you. If so we will send it directly to your email address listed on the complaint. Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20561348
  
  I am rejecting this response because:  No I don't accept this I will not be doing anymore business with you in the future. I want my money back to it's original payment method.
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/07/2023

  We do apologize, however, when ordering from a third-party for delivery services such as Postmates, one must seek a refund from the delivery service, in this case Postmates. We do understand your frustrations and we would like to make this up to you.
  We would still like to offer you a complimentary digital code for you to enjoy on your next visit. Please let us know if this is acceptable to you. If so we will send it directly to your email address listed on the complaint. Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.