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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:05/01/2023

      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.
      On April2, 2023 I placed an online order through Krystals website. My debit card was automatically charged $*****. The website stated my food would be ready for pickup at 8:14PM. However, when I got to the restaurant I was told by ***** that they ran out of food. The doors were locked and when I pulled up to the drive thru he immediately said, were closed. I told him that I placed an online order and was there for a pick up. He said they ran out of food and I would have to contact ***** the *** who would be there the following day. Also, it appeared that ***** was the only employee at the restaurant. ***** stated the next day that customer service would contact me. I waited a few days and when I couldnt reach anyone through their customer service number and no one had called to resolve my issue, I filed an online dispute with their customer service online which is the only way to contact the company regarding a dispute. I received an email that said someone would contact me within *********************************** I filed a 2nd online dispute form and still, no one has contacted me and the money hasnt been refunded. Ive called every number that I can find for Krystals corporate office and their customer service department, but you cant get in touch with a person. Everything is automated and no one ever returns my phone calls/messages. I had to go to another restaurant that evening and buy food to feed my teenager and his friends even though I paid Krystals ***** already. Im desperate to receive my refund! Basically what they are doing is theft and by reading other complaints on your website its obviously something they do on a regular basis. How can a large corporation get away with something like this?! Also, the location I placed the order at was the Krystals in *********, ** on 341. I never received a receipt, but I can provide a copy of my bank statement to show proof that the money was taken from my acct as well as a screenshot of the order.

    • Initial Complaint

      Date:04/07/2023

      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.
      My name is *******************************. I was employed by krystal I worked for the JaxF01 store in ************ *******. On April 6, **** I was wrongfully fired due to no sales on the night I worked. I didnt have any employees there with me. I was the only one in the store for my understanding. If I am alone in the store by knowledge of the *** I am not supposed to take any sales are open any doors for my safety? Every time there was a problem I always report it to the *** even when acts of always proving whatever she needed to know. every time there was a problem I always report it to the *** even when ask I always proving whatever she needed to know. Monday, April 3, **** is when she stated I didnt make enough of sales. I was shorthanded and the person she told to come in only stayed for two hours after everyone left and went home I was this only one on the shift I was the overnight manager that night the ** knew there was no workers in the store and she didnt even come in to help or even try to provide more help for me to meet the sales now I am in the building by myself and going by the handbook thats protocol for my safety for me not to open doors or windows. she stated to me that she watched the cameras, and if she would have saw that I was in the store by myself at a gap period of time then why was I penalized for no sales? Ive never refused any customers that did calm, even though I was in the store by myself. ive never refused any customers that did come, when I had the workers there after everyone left I let the customers know that I was alone and wasnt taking any orders due to me, trying to ********* or seeing if the ** would have sent someone to help me. when I had the workers there after everyone left I let the customers know that I was alone and wasnt taking any orders due to me, trying to ********* or seeing if the ** would have sent someone to help me. So I dont understand ** taking safety precautions. Why was I penalized for something? Im following the handbook. so I dont understand ** taking safety precautions. Why was I penalized for something? Im following the handbook. I reached out to all corporate supervisors. no one has responded to me.

      Business Response

      Date: 04/10/2023

      Krystal Restaurants LLC has reached out to the franchisee in order to let them know of the complaint made by their former employee.  There is nothing for Krystal corporate to do at this point other than pass the information along.  Thank you.

    • Initial Complaint

      Date:02/20/2023

      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 joined the Krystal Rewards Program because I was told there was 50% off on first order using app. I ordered a sack of 24 Krystals and 6 Krystal chicks. Total bill about $60. When I asked for the discount, I was told I would receive a coupon for 50%off my 2nd order. GRRRRRR! If I had known that would have ordered a drink or something and waited for the discount. I live in *****, Krystal doesnt so the coupon is worthless. For customer satisfaction and goodwill, please consider sending me $25-50 Krystal gift cards. We often ravel the ** and always visit Krystal I have been a Krystal customer since I was stationed in ********, ** late 60s, early 70s. You served the food on white ***** and we called your stores The Aluminum Room. Thank you for your consideration. This is my 2nd request!

    • Initial Complaint

      Date:02/15/2023

      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.
      On 12.24.22 we were traveling on I-95 and placed an online order to pick up food at Krystal Burger in Brunswick, **. I placed the order and my credit card was immediately charged. When we arrived at the restaurant the Open sign was illuminated, however the doors were locked and no one was there. I have called multiple times and the number doesn't work. Therefore, I submitted a ****** review, to which the location responded with a corporate telephone number. I have called it multiple times and it never works. I submitted an online contact form with Krystal corporate on February 4th. They never responded. I updated my ****** review in hopes that someone from the restaurant would respond but they have not.

    • Initial Complaint

      Date:02/13/2023

      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.
      My order was canceled and my card was still charged and I have not been able to get a refund

      Business Response

      Date: 02/27/2023

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

    • Initial Complaint

      Date:02/13/2023

      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.
      I have contacted The Krystal *** numerous times and was told someone would get back with me within 72 hours. No one replied. I purchased 3 Krystal gift cards and was unable to redeem them. I was told they no longer acknowledge the gift cards. My gift cards does not have an expiration date. I have gone to two Krystal locations and was told to call corporate. I called corporate and left several message, still no reply. Please help. ********************* ************ Thank you.

    • Initial Complaint

      Date:02/07/2023

      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 attempted to place a mobile order on January 21st at the Krystal location in **********, *******. The address for this location is *****************************************************************. I selected the wrong location in the application and attempted to switch locations/cancel the order. The ********** store told me to contact customer service for the application since they never received my order, and the application never canceled the order or switched the location. I have submitted the guest form two times already. I submitted the form the night of the occasion, January 21st, and then on January 26th. I have also tried to call the customer service line and I have not been able to talk to a representative. Krystal has not reached out to me even though their customer support form shows they will contact me in three business days. It has been a lot more than three business days. I was charged for the food four times total, each charge being $6.45. I have not received a refund for the three overcharges and I am not sure how to reach out to the company further.

    • Initial Complaint

      Date:02/07/2023

      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 multiple occasions these people have served a sackful of krystals , some were cold while some were hot. Some had everything while others had just meat onions, and *********** is no consistency. I genuinely thought it was a mistake when I ordered it, however multiple times my mom and I would alternate getting a sackful of krystals from this location to be greeted with the same thing everytime. An inconsistent order. Out o 24 krystals you would be lucky to have 6 be made the same way. I recently contacted them to complain about a recent order and tried to get a refund once I saw that option was available. I provided my email and the card # I used and some information about that order despite it being a few months old. I did remember it because of the same issues, long wait for food and then some cold and some hot krystals in the sackful. Cold cheese on the krystals. I paid $25.05 for god awful food and customer service on 8/27/22. I want my refund. Had I known sooner I would have fought tooth and nail for it. I am done with that Krystals on ****** way.

    • Initial Complaint

      Date:02/01/2023

      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 had the worse experience ever at the Krystal on n Slappy!!!!! They are rude!!!!! She wrong my food up wrong and over charged me. She was yelling and then slammed a window in my face!!!!! This woman deserves to be fired. Please look at the camera from Feb 1, 2022 @ 10 am at the Krystal on n Slappy in ****** **. I want to be contacted immediately!!! She never even came back to the window to give my money back.

    • Initial Complaint

      Date:01/31/2023

      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 placed two of the exact same orders by mistake. The one here I am requesting a refund for was accidentally put in as a pickup order and was supposed to be delivered. I ended up placing the order again for it to be delivered. I was charged twice. One for this order ***************** and also for order15567781759991808. I am seeking $22.53 which was the amount for the order that was accidentally placed on 01/16/23. I have reached out to customer support with no response at all.

    The Krystal Company is NOT a BBB Accredited Business.

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