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

    • 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/13/2023

      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.
      On 6/18/2023 at 10:49 pm I placed a mobile order totalling $16.03. When I arrived to the *************** restaurant. It was closed. I called the restaurant the following day. I was told they couldnt issue a refund. I have since contacted guest services twice. I have not received any answer or refund.

      Business Response

      Date: 07/13/2023

      Good afternoon, ***,

       

      First, we would like to apologize for this less than perfect experience and thank you for bringing this to our attention as this will help eliminate these types of situations moving forward. We have refunded your order and you should have received an email regarding the refund. Typically refunds take 3-5 business days to reflect back to your account. Please do not hesitate to reach out if you have any questions or concerns.

       

      Sincerely,

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

       

    • Initial Complaint

      Date:07/03/2023

      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 placed a online order for krystal on 05/26/2023. It was for the *********** krystal on highway 280. The door dasher texed me saying that the inside was closed. At the time I didn't know they had filed for bankruptcy. They didn't have the decency to tell the dasher to come through the drive thrue. ******* took $37 from me and didn't give me my order. This is stealing from me. They wouldn't even refund me my money. I request my money back. Krstyal is allowed to remain open. But they don't tell us to come trhough the drive thru.

      Business Response

      Date: 07/18/2023

      Good afternoon, *****,

       

      I understand your frustrations with this order and would like to get this handled quickly for you. I will need a little more detail on this matter to properly get this resolved. Could you please confirm if this order was placed through DoorDash or through the Krystal website? If this order was placed through the Krystal website, could you please provide us with the order details including an order number and as much information as possible? 

       

      Thank you! 

      ***********************
      Guest Relation Manager
      *************************** 500
      *******, ***** 77094
      *************************************

      Customer Answer

      Date: 07/19/2023

       
      Complaint: 20267583

       Here is the order number Order: *****************   the online order was placed through krystal website. On 05/26/2023.   I am rejecting this response because: I placed the order on krystal website. But they use door dash to deliver. The door dash driver told me the inside lobby was closed. But the employees at the krystal company and nobody at krystal told the driver. That he had to go through the drive-thru. Because the inside was closed due to them filing for bankruptcy.  But krystal is allowed to remain open. Krystal took $38.93. Without giving me my order. It's not right they are keeping my money. Krystal didn't even bother to refund me my money. When they cancelled my ordered.

      Sincerely,

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

      Business Response

      Date: 07/20/2023

      Thank you so much for providing the needed information. We were able to process the refund of $38.93 and you should see this reflected back to your bank account in 5-7 business days. Again, I would like to apologize for the frustrations you had to deal with regarding this order. 

       

      Sincerely, 

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

      Customer Answer

      Date: 07/20/2023

       
      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:06/26/2023

      Type:Service or Repair 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.
      Everyhting that was sent to the company. June 8th @5:00 p.m Subject Unpleasant Experience With... Charged Incorrectly Krystal ************************ App Online Ordering Order Accuracy Speed of Service Order Number: If you need a refund, please enter your order number here ***************** Restaurant Code GRF001 Employee Name If Needed or Known Manager Date of Occurrence 06/08/2023 Time of Occurrence 05:00 pm Seeking Refund I am seeking a refund.Receipt Number ****** Message Showed up to pick up my order. First off the order wasn't ready then they tell me they don't have hot dogs or buns. Ok so just refund it, well according to the manager I didn't order through Krystal's that they can't refund it. Manager continues to tell me there's nothing they can do and had an attitude the whole time and was no help at all. I have had nothing but problems with this Krystal's and I will not return again. It's something every single time. I just want my money back and be done with Krystal's since I paid for food that I didn't get. Didn't get the hot dogs (supposedly out of), and they forgot fries. So I would just like a refund.After a week of no respond, I reached out again. Only to be told that I would get a refund monday june 20th. Never received a refund, I emailed again asking for a update and haven't heard anything since. I just want a refund and to be done with this business.

      Business Response

      Date: 06/27/2023

      *******,

      Thank you for bringing this to our attention.  We would like to extend our sincerest apologies for the inconvenience with this order. We appreciate your feedback as guest feedback helps us identify where our opportunities lie. We have issued a refund for the order you did not receive; you should see the refund reflected to your account in 3-5 business days. If you could please provide me with a mailing address, I would be happy to send you a Be Our Guest certificate to use at your next visit. 

      Customer Answer

      Date: 06/27/2023

       
      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:06/23/2023

      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 was charged for 4 milkshakes I never received AND I paid for a 12 pack of krystals I never received and paid out of pocket for another 12! Was contacted and told they would call back but never did. I will never eat here again. Not to mention how rude the cashier was as well as her lack of knowledge for online orders!

      Business Response

      Date: 07/20/2023

      Good afternoon, *******,

       

      We are sorry to hear that your last visit did not exceed your or our expectations. We would love to get this resolved for you but will require a bit more information to do so. Could you please provide us with the order number and any additional details you may have? Lastly, can you confirm if this was placed through the app, in person, or through a third-party delivery service? This will help ** to find the order and correct this matter. 

       

      Sincerely,

       

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

    • Initial Complaint

      Date:06/22/2023

      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 krystal company has put out an app, but doesn't know how to actually run it. I have lost at least $20 because something happened at the restaurant after ordering on the app and the store (in *************, **) doesn't know how to refund from the app. When you try to contact them, no one answers emails or social media messages. This company is stealing from ppl. I've seen other complaints just like mine. They need to figure out how to refund our money if the order can't be made.

      Business Response

      Date: 06/26/2023

      Good afternoon, *********,

       

      I understand you are needing a refund for an order placed through the app. Could you please provide me with additional information surrounding what went wrong including details of the incident as well as transaction information so we can further investigate this matter? We take these matters very seriously and want to ensure all our guests have a perfect experience. I look forward to hearing from you.

       

       

    • Initial Complaint

      Date:06/22/2023

      Type:Order 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.
      Refuse to sign a termination letter for the department of social services, the managers are racist and disrespected me and my mother

      Business Response

      Date: 07/03/2023

      Good afternoon,

       

      We have attempted to reach ************************************************ via phone several times to resolve this matter. Unfortunately, ************************************************ has not returned any of our calls.

       

      Thank you!

      ***********************
      Guest Relations Manager
      *************************************************************
      *************************************

    • Initial Complaint

      Date:06/12/2023

      Type:Sales and Advertising 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 was given my total for my food order via drive thru speaker. When I was handed back my card and receipt at the window I had been charged a different amount. My receipt noted a Total Non-Cash Adj of $0.31. I had been charged for using a debit card and not once did the cashier say they would be charging me a different total for using a bank debit card.

      Business Response

      Date: 06/21/2023

      Good morning, ********,

      I would like to start by apologizing for the Non-Cash Adj that was added to your check. Thank you for bringing this to our attention, we are currently investigating this charge.  We would like to offer you a Be Our Guest certificate to use at your next visit for this inconvenience. This certificate can be used at any of our Krystal locations. If you could please provide me with a mailing address, I can have this sent out immediately.

      Sincerely,

      ***********************
      Guest Relations Manager
      *************************************************************
      *************************************

    • Initial Complaint

      Date:06/12/2023

      Type:Customer Service 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 ordered food online, was charged, 24 hour store was closed. I am seeking a refund and store credit because of having to file a complaint with the BBB to hear anything back. I attempted to get food or refund the next day in store filed complaints online and nothing.

      Business Response

      Date: 06/27/2023

      ******,

       

      Thank you for bringing this to our attention.  We would like to extend our sincerest apologies for the inconvenience with this order. We appreciate your feedback as guest feedback helps us identify where our opportunities lie. We have issued a refund for the order you did not receive; you should see the refund reflected back to your account in 3-5 business days. If you could please provide me with a mailing address, I would be happy to send you a Be Our Guest certificate to use at your next visit. 

       

    • Initial Complaint

      Date:05/31/2023

      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.
      On Saturday April 8, 2023, I made a large online order for a group at an event in *********, **. The closest Krystal location to ** was store # NSH012 (*******************************************************. I placed my online order, totaling $156.93 (including tax). When I arrived at the location to pick up my order, the store was closed. Subsequent attempts to contact this location gives the impression that the store may be permanently closed. I have contacted Krystal to request a refund and have not received a response back.

    • Initial Complaint

      Date:05/05/2023

      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.
      I placed order online store was closed no refund have tried to contact them so many times. I've seen where Krystal Restaurants have stolen from so many people think it's time for a lawsuit

      Business Response

      Date: 05/19/2023

      Thank you for bringing this to our attention. We want to extend our sincerest apologies for the less-than-perfect experience with your recent order. A refund was issued for your order on Wednesday, 5/17/23; you should see this reflected in your bank account in 3-5 business days from 5/17/23. Here at Krystal Restaurants, we strive to deliver a perfect experience every time and hope your future visit reflects this. 

    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.