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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

    • 103 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:01/09/2023

      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.
      Yesterday, we stopped by Krystal on ********************* near **************. We ordered #3 cheeseburger meal and a Krystal Chic chicken sandwich with a rootbeer soda. Since eating the food the roof of my mouth is stripped with pain to swallow. As for my husband he had diarrhea. This was the only thing we ate for lunch. Would like for y'all to check up on this business and their hygiene.

    • Initial Complaint

      Date:11/17/2022

      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.
      This happened 5/29/2022 at the Krystals in *******************************************************************************************. I went through the drive thru and ordered 22$ worth of food, this was my first time coming here and I asked for no onions on my food. I got the food and it was covered in onions so I went back through and told them it was made wrong and that I asked for the burgers to be plain because Im allergic to onions and was told no they would not give me a refund but they DID take back the food and proceeded to curse me out and call me names and tell me I was f****** stupid for not knowing before ordering and telling me it was my own fault. They would not give me the name of there manger or a number to call and refused to provide me with a receipt and also refused to give me there name so I could not make a complaint against them properly. Now mind you this happens in May 2022 and now it is November and *** been trying to contact them about this issue and have had nothing resolved, when someone FINALLY did reach out I told them what happened and they promised to refund me as well as take care of the situation and that was in July but after that I heard nothing and I tried to contact the person I spoke with a man named *********************** all my attempts have been ignored. Im honestly not sure where to go from here but it has been MONTHS and still they have ignored me and done nothing to resolve the issue. They ROBBED me of money and refuse to make it right.

      Business Response

      Date: 11/21/2022

      Hello, I have reached out to the customer and waiting for her to respond to me. 

    • Initial Complaint

      Date:11/17/2022

      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've filed two complaints with Krystal and received no correspondence. I spent $46 on an order that was wrong. It was a "to go" order and realized it was wrong after driving 15 miles to my home...I gave them opportunity to correct the situation and have not heard anyone at all, especially not in 72 hours... November 5 @ 1:36 pm

    • Initial Complaint

      Date:11/03/2022

      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.
      This happen on October ******* I paid $49.84 so we arrived at Krystal's at about 7:30 on ******************************************************************* where we proceeded to wait in line and place our order placed our order and the lady said she's by herself it's going to be about 15 minutes we said that's okay so then 8:00 rolls around still no food 8:30 another lady walks in with her kids in street clothes she's got long nails a shower cap on proceeds to start fixing our food with no gloves without washing her hands scraping the onions off my burgers with her fingernails that have no clue whose a** she's done right before then I asked them for a refund she laughed in my face would not give me a receipt the only kind of proof I have is I paid with my cash app card I have called corporate left messages over and over again I have left complaints on their website nobody will return my phone calls or emails I want a refund and I want something done health-wise but because this woman literally I don't even know if she worked there I'm very unhappy with the whole situation I called the store nobody will answer the phone I call corporate nobody answers the phone I need something done about it not sure who I need to talk to but there was a lot more in my email a lot more detail that I sent them then I am y'all this location should be shut down or investigated it because it is very unsanitary and unsafe for people like it's very ghetto please if somebody can contact me about getting me my refund we get home the food is awful all I can think about is this lady scraping the onions off of my burgers with her fingernails so $50 down the drain did not even eat not to mention the hour and a half we set in line and waited for the food and also the food was still cold when we got home and I literally went to a friend's house6 minutes away from this krystal's

    • Initial Complaint

      Date:11/02/2022

      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 October 30, 2022 I placed an order about 1:00 am on the website. My payment was approved and the website said 15 minutes and gave me a time. I went up to get my food and the restaurant was closed. I have no idea how my payment was approved or went through, but I need my money back. I filed a complaint on the Krystal website and heard nothing back.

    • Initial Complaint

      Date:10/16/2022

      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.
      On 9/17 I used the Krystal's app to purchase dinner. I got to the restaurant and they told me they did not have it. The order disappeared from my app which said it was ready. I never received any food. The transaction was $32.36 cents. This is unacceptable and gross negligence by the company. $30+ dollars and multiple complaints. No responses from Krystals.

      Business Response

      Date: 11/01/2022

      Hello **************,
       
      I would like to apologize for the inconvenience you experienced which led to the attached Better Business Bureau complaint. We have processed a full refund of $32.36 back to your credit card (visa-7155) as can be noted in the attached refund receipt. Should you have any more issues, please dont hesitate to reach out.
       
      Again, we apologize for any inconvenience this caused.
       
      Sincerely,
       
       
        *******************

    • Initial Complaint

      Date:10/15/2022

      Type:Delivery 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.
      On 10/8 I placed an online order through the Krystal website and upon arriving to pick it up I was told they could not fulfill the order due to low staffing. I asked to cancel the order and get a refund but was told we dont know how to do that. I followed the directions on the website to submit a claim and have not gotten a response (I have submitted two now). I want a refund for the food I didnt receive. Order total is *****.

      Business Response

      Date: 10/17/2022

      The guest was refunded for their order and was emailed the refund information.

      Customer Answer

      Date: 10/17/2022

       
      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:10/14/2022

      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.
      Oct 14th 2022 at 10:00 am. The resturant of complaint is 970 old Monrovia road ********** ** my name is *********************** Im a drywall delivery guy I feel we are targeted and denied service because we are a truck and they dont have but two people in the resturant working we walk up to the door as one of the worker starts coming out and could hear her yelling lock the door back! Then gonna ask us what we trying to get as I tell her I wanted the five burgers deal she tells me we dont have any Krystal burgers we out?!?! Like we watch u take and sale other people hamburgers and we cant even order so we walk up to drive thru and the man on the speaker yells did she not tell yall we not serving? Like this has happened multiple times they have other people inside the resturant non coworkers and then gonna tell me they not serving they closed and out of hamburgers bad business then when I asked for the manager they tell me she not here so I need something or someone to contact me about this matter I just wanna be able to eat at my favorite Krystals resturant with out feeling like Im being targeted because Im white and drive a big truck

    • Initial Complaint

      Date:09/29/2022

      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 9/25/22 about 11:30a I ordered a 6 wing combo and a separate order of wings online through the app and when I got to the restaurant ATL021 they said they were out of chicken. When I asked for a refund, the manager was yelling for the associate to "get her out the window" instead of coming to help me get my money back. I pulled into a parking spot and the associate said there was nothing she could do and refused to give me a refund or anything in place of the money I spent. You guys have no customer service number or anything to call. I need my money back Immediately. Very unprofessional company.

    • Initial Complaint

      Date:09/20/2022

      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.
      This company is charging multiple peoples credit card for purchases. They are rude and threatened customers because they get confronted. They refuse to reverse charges and taking over 100 from customers

    The Krystal Company is NOT a BBB Accredited Business.

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