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:09/05/2023

  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 went to Krystal *******************************************. I drove threw the drive threw me and my daughters and place my order 10 Bone In wings , Medium tots In my tots some of them was not cooked they was raw and very cold and my daughter eating one I went back to krystal drive threw and the guy who took my order forgot to give me my receipt as well so I then ask the guy for my receipt and I told him I have something to tell him so him and some lady was looking for my Receipt and the guy kept saying he couldnt find my receipt so I then told him that the tots that I purchased from here some of them was not cooked and was raw and very cold and my daughter had eating one and I ask the guy can I speak with his manager he told me that he was the manager and he ask me did I want some more tots or do I want a refund I told him no thank and I drove off while they was looking for my receipt It was Per fantasy use from the lady who was looking for my receipt she was talking loudly I could hear her with the window close so could some one contact me back concerning. This matter and also I want to do a Insurance claim ************** I also park my car waiting for a ambulances to come and check my daughter out and her vitals and blood pressure as well but they call back and told me and that area they was only responding to gun shot wounds so I told them that I would take my daughter to the hospital my self so we got there and 12:55 am and they gave my daughter medicine to stop vomiting and nausea they gave her medicine up there at the children hospital and also they gave her Gatorade and atlas police officer came up there to the hospital she ask me was this the food poisoning room I told her yes and she told me that I would need to take action and all so she didnt not handle things like this so my daughter *********************** (14) years of age . Reach out to me at any time Thanks

  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. We do hope your daughter is in good health. Our ************************** will be reaching out directly through the email and phone number provided. Again, we are so sorry for your experience. We hope to have the opportunity to serve you again soon.

• Initial Complaint

  Date:08/19/2023

  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.

  On August 11, 2023, at approximately 1:30am, I visited store #ATL051. To my surprise, when I arrived to place my order, the young lady informed me that you were out of Krystal's burgers. Considering your company's reputation for its burgers, I was taken aback by the lack of supplies. She suggested the "Krystal chiks" as an alternative, so I decided to order 10 sticky chiks and two medium fries.However, upon reaching home and eagerly anticipating our meal, I noticed that the chicken seemed to be either undercooked or overcooked. As soon as I took a bite, the breading immediately crumbled, and the breast meat had a rubbery consistency. This experience left me and my family extremely disappointed, as we were unable to enjoy our meal.In light of this, I kindly request a full refund for our unsatisfactory experience. Furthermore, I have no intention of returning to this particular store in the future.

  Business Response

  Date: 08/24/2023

  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. 
  
  As we process your refund, for your inconvenience, we would like to send you a complimentary digital code for you to enjoy on your next visit. More information has been sent to the email provided. Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.

• Initial Complaint

  Date:08/17/2023

  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.

  08/17/2023 Krystals on ********************.I paid almost $7 for your 5 for 5 deal. Received order, asked for ranch dressing to eat with my food, they told me no, I asked why, she - the lady in drive **** said her manager said not to give me any ranch bc I did not order nuggets!! I offered to buy the ranch and they denied it. I asked for a manager, and the drive thru lady yelled for him to come, he did not come, so she stated that he was on the grill. I yelled out that I wanted to see the manager to him bc I could not believe that they refused to sell me a ranch packet. The manager refused to see me at the window and I was told to move and park. No one came out. I went on and ate my food. Upon opening my food, the order was not what I asked for. I ordered the 5 for 5,... - 2 cheese Krystal's extra pickle and onion, a chili cheese pup add onion, small tots, and a small coke. I instead received cold and hard food minus onions and pickles and no ranch.

  Business Response

  Date: 08/18/2023

  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. 
  
  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 sent it directly to you 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:08/11/2023

  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.

  On July 27, 2023 , I attempted to place an online order at Krystal in ****** # BIRF16 on invoice #******@ 3:09 PM. Totaling $22.78 After a multitude of attempts to place the order to no avail, I decided to go directly to the store and have them figure out what to do with it. Upon arrival, they weren't aware of the $1.00 chili pups for that day. Again they attempted to repeatedly try to get promo to work, but couldn't get discount to pop up even on another device so the employee decided to finalize the transaction thinking the discount would work. However, it didn't and I was charged full price for product that I declined since that was more than double the promotional price. I, then asked for a refund back to my debit card and was told since it was an online order I needed to get on their website for guest services and I would get it back. So that's where we are now. I have called the ************ and the 800 # just to find unattended phones and a continuous loop stating their website for all problems. This has been daily for over 2 weeks now. All I want now is my money back and an apology for the tremendous length of time it has taken to resolve such a simple problem. I would greatly appreciate your help with this. I am sure this isn't the first time you have seen this. Supposedly they are supposed to get back with me within 72 hours and it has been over 4 times that long (15 days).,*****************************

  Business Response

  Date: 08/15/2023

  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. We have attempted to refund your order, however, there does seem to be a technical error. We are working with out credit card processor to have your funds returned to you. We apologize for the delay and will be reaching back out to you as soon as the error has been resolved. 

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20457062
  
  I am rejecting this response because:
  In the interim where I originally contacted you upon occurrence 7/27/2023, my then debit card became compromised and therefore I had to get another new card issued to me.  That would explain the difficulty you had in refunding it back  to my account.  The ******************** tells me not to post that information on line thru this medium.  Please email or text me directly and I  will promptly respond with that information and we can close this out amicably.   Thank you so much for your response.  Hope to hear from you soon.

  
  Sincerely,
  
  ***************************

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

  Business Response

  Date: 08/18/2023

  Thank you so much for speaking with me today. We appreciate you working with us to resolve this matter. Please reach out to us if you have any further questions or concerns. Again, on behalf of Krystal and SPB Hospitality, we apologize for any inconvenience this may have caused and thank you for your ***** in resolving this matter.

  Customer Answer

  Date: 08/18/2023

   
  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:08/07/2023

  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.

  Ordered on the app waited forever then the order was cancelled by them and they still charged me ***** for an order that THEY cancelled

  Business Response

  Date: 08/08/2023

  
  We do apologize that you experienced a cancelled order. In order for us to further investigate the issue, we are requesting more information concerning your order. When you placed the order, was the order placed through the Door Dash app for our location or was it placed though the Krystal app? If it was placed through the Krystal app, a confirmation email would have been sent with a 19-digit confirmation order number. Can you please supply that order number? Thank you so much and we look forward to hearing back from you.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20434579
  
  I am rejecting this response because: yall never sent me a confirmation number and I have photos to prove that yall took my money and that I placed it through the app I want my refund
  
  Sincerely,
  
  ************************

  Business Response

  Date: 08/09/2023

  Thank you for the information already provided. Unfortunately, we still need more information to be able to resolve this matter. If you will please provide the email  and phone number the order was placed under, it would be greatly appreciated.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20434579
  
  I am rejecting this response because: the email is **********************

  and the phone number is **********

  please I just want my money back
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:07/27/2023

  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.

  On July 4th, 2023 I placed an online order for pickup at the *************************** location in *********,** for $10.14. I immediately received an email confirmation/receipt, and it stated my order would be ready same day in 15 minutes. When I arrived to the restaurant, it was completely closed. I never received my food. The charge was still processed and cleared my bank. I never received a refund. I have submitted 2 contact requests through their website. I have also attempted to contact them through ******** Instagram, and ******** on multiple occasions. This is a fraudulent charge as I never received the food I ordered.

  Business Response

  Date: 07/28/2023

  ******,

   

  We sincerely apologize for the trouble you have experienced with your order. Thank you so much for bringing this to our attention. Please know that we take your feedback very seriously as this helps us to improve. We have issued a refund for this order, and you should see this reflected back to your account in 5-7 business days. I have attached the refund details for your records. 

   

  Thank you! 

   

  ***********************
  Guest Relation Manager
  *******************************************************************
  *************************************
  

  Customer Answer

  Date: 07/28/2023

   
  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:07/25/2023

  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.

  4-15-2023 I placed an online order at 10:10pm at ***************************************************. The receipt number is *****************. When I arrived to pick up the food there was no response from drive through, despite it being a 24 hour location. I have submitted 4 complaints through their website with no response

  Business Response

  Date: 08/02/2023

  We want to apologize to you on behalf of Krystal and assure you that resolving this issue is very important to us. An email has been sent to you in response to this matter. You may need to check your spam, trash, junk, or promotion folder. Thank you.

  Customer Answer

  Date: 08/02/2023

   
  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:07/24/2023

  Type:Product 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.

  On July 15, 2023 I placed an order through the Krystal app for delivery. My order and payment were confirmed. After an hour of waiting I received an email from Krystal telling me my order was canceled, no reason was given. I tried contacting the store to no avail. I went to the Krystal website and filled out a complaint about getting a refund. The Krystal guest services guest submission emailed me and thanked me for contacting them and they would get in contact with me within 72 hours. I have yet to get a response. So eventually I finally got in contact with the store manager of the Krystal her name is *********************. I told her I was trying to get a refund for the canceled order. The manager said she had to contact her district manager and he would contact me. I gave her my name, phone number, order number, and the amount of money that I was charged which was $51.75. And once again I still have not been contacted or refunded my money back to my account. I have tried calling the store again but either there is no answer or the store manager is never there. I just want my refund of $51.75.

  Business Response

  Date: 08/01/2023

  On behalf of Krystal's, we want to apologize for the canceled order and the delay of your refund. Your refund has been issued and it should be reflected back to your account in 5-7  business days depending on your financial institution.

  Customer Answer

  Date: 08/01/2023

   
  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:07/15/2023

  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.

  On July 4th I placed an online order and paid *****. The location called me, said they were out of an item on my order. They were giving me something else. I said no thank you just refund my money. I was told no, cant do that, call talk to area manager **************. I called repeatedly, left messages, called her cell number since another manager gave it to **** went to contact Krystal and sent 2 emails with the promise I would hear from someone within 72 hours unpin submittal of my complaint. As of today 7-15-23 no one has contacted me. I am still out my *****. On the same day July 4th I ordered from another Krystal and received my order with a smile..I would like my money back.

  Business Response

  Date: 07/24/2023

  Good afternoon, *****,

   

  We would like to apologize for inconvenience with your order, your experience certainly does not match our standards. Can you please provide your order details, such an order number? We would love to get this resolved for you. 

   

  Thank you! 

  Customer Answer

  Date: 07/24/2023

   
  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.
  This is what I have as of now. I can send in a copy of my bank statement showing both transactions out of my account and phone records to show where I tried to call. Please let me know. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/13/2023

  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.

  purchase on 7/13/23 - waited 40+ minutes for an order that I placed through the app. was told first that they couldn't find the order. then was told that they didn't have the oreo milk shake ** their machine was down. waited 40 + mins, finally had the food walked out to me. was missing all of the drinks. finally had the drinks walked out to me 10 mins later. was missing the fry for the kids meal. The employee forgot that I was waiting for the missing fry so long that I actually had to get back into the drive thru line. was told that they didn't have any ranch or dipping sauces for the hot wings (ordered 20 wings.) was also missing a large chilli cheese fry but did not notice until getting home. requesting refund for the milkshake and large chilli cheese fry

  Business Response

  Date: 07/20/2023

  Good afternoon, *****,

   

  I would like to start by apologizing for the experience you had at our Krystal location. 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. Please check your email as we have sent over information surrounding this order. 

   

  Thank you! 

  ***********************
  Guest Relation Manager
  *******************************************************************
  *************************************