Complaints

This profile includes complaints for Long John Silver's Corporate Offices's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Long John Silver's Corporate Offices

  10350 Ormsby Park Pl Ste 300 Louisville, KY 40223-6177

• 

  Long John Silver's Corporate Offices

  10350 Ormsby Park Pl Ste 300 Wildwood, KY 40223

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:03/17/2025

  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 belong to Long John Silvers Rewards Program. I have several coins built up and tried to use them. The restaurant didn't know how to use my coins to use them to order something. I tried several days calling Long John Silvers Corp. office and it always says we are closed but you can leave a message. I've never to a call back. I went to Long John Silvers the other day and I was a spot it said to order using your coins. I scanned through the items and when I clicked on one to buy it said I didn't have enough coins. I had 1240, give or take a few, and it dropped me down to having 480 coins by looking at what I wanted to order. The restaurant at was at did not get and order. I didn't use any coins,. I have tried to call Long John Silvers several times and they won't answer their phone, says they are closed and hit 2 to leave a mesage. The website gave me the same number and it says to hit 1 , I called and hit 1 and it said that is not an option. I am very frustrated they don't answer. I want my coins back.

  Customer Answer

  Date: 03/17/2025

  I put down that I would like the reward coins I lost looking at the menu put back on my app. 
  If they are unable to put reward coins back, I will take coupons to use that are equal to the value of the coins they took off.  
  

  
  

  Business Response

  Date: 03/17/2025

  We are sorry that you experienced issues while trying to redeem your rewards. I am sending your information to our customer care team, and you should hear back from them by the end of the week. 

  Customer Answer

  Date: 03/24/2025

  
  
  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.

  I can't Thank You enough.  I have my coins added to may account back, they threw in some extra coins. 
  Thank you very much

  **** ******
  
  
  
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/13/2025

  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.

  We was in the Mt Sterling ky long John’s and we ordered at the counter told us they would bring our food out we waited 15 minutes so I went back up there they said they don’t have our order so I had to the receipt and show the employee she said ok it took another 15 minutes to get our food it came out cold and looked like the fish has been laying around for hours so we took it back up there the lady rolled her eyes at us very disrespectful we ask for money back she told us she would bring us fresh out and when it came out it was also nasty very bad experience there

  Business Response

  Date: 02/07/2025

  Dear sir,

  I apologize for the inconvenience caused to you during a visit to our location. I have forwarded your concern to our Customer care team and they will be in touch with you very soon to rectify the issues you experienced. Many Thanks 

• Initial Complaint

  Date:12/11/2024

  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.

  On December 10, 2024, our son's elected to treat the family to LJS. I was worried because a large order carries a large potential for problems. It turns out that I was right to worry, unfortunately. My husband and I eat at this location, 1 - 2 (sometimes) per month; however, it's an "eat-in" situation which takes some of the problems that were created and unresolved today, out of the mix. We have certainly seen a steady, slow decline of service, cleanliness, promptness and kindness (especially today) on our visits. It doesn't surprise us, though, but it doesn't have to be that way and shouldn't. We were one of 2 customers there the day that a very large "rat" came from the rafters and the ceiling tiles and sent a photo in for the manager on duty (as he requested). Yes! So, to spend at total of $133.33 and get the food that we got; and those fries and shrimp were the worst of all (a very unfunny joke, it's not at all okay). Long John's Silvers, I assume, purports to give good, fresh, hot food and reasonably expedient service. I (the whole family really, except for my grandson because he's too small) feel all those marks on some level were missed. I do the surveys each visit and the "main" reason my husband I frequent (plus, by eating in) we for the most part get what we pay for. Today, that didn't happen at all and when I called complaining and (not vulgar or irate) & upset about the food, I spoke to Mary, who said she was the store manager. However, I don't recall seeing her before. On the phone, she didn't have me elaborate on the things I did mention that were wrong and she kind of overcorrected for what I directly made claims to, then made no offer to make it "right", which should've been her 1st offer. While waiting for our orders, I asked her for 2 drinks, because I knew there would be a wait (& it was), and she seemed to do that bit grudgingly. After my call went unresolved, I believe it really was!

  Business Response

  Date: 12/11/2024

  ****** 

  LJS is sorry to hear that you encountered such problems with the order your purchased for your family celebration. I have sent your contact information and your concerns to our customer care team and you should hear back from them within the next several days. 

   

  Customer Answer

  Date: 12/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is now the end of the day on December 16, 2024 and I haven't received a response from anyone.  So, I'm not sure how this is going to proceed, but I do want to still get "resolve" with this.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 12/17/2024

  I have escalated this concern to the appropriate team, please allow them to the end of the week to respond. I apologize for the inconvenience, and on behalf of our brand

• Initial Complaint

  Date:10/31/2024

  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 Wednesday, October 30th, my wife and I went to an LJS store in Azle, Texas that shares space with Kentucky Fried chicken store ********. I ordered 2 chicken planks with an extra piece of chicken. I have recently noticed that the chicken planks are much
  much smaller than usual and I think I have been charged too much ($10.98). Chicken planks size have been a recurring problem on my last few visits. I would have reported this to LJS directly, however they do not recognize this store on their site

  Business Response

  Date: 10/31/2024

  We will forward your concerns to the KFC Customer service area, and they will respond to you shortly regarding the problems you encountered. Have a great day!!!

  Customer Answer

  Date: 10/31/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  LONG JOHN SILVER is just passing off their supply issue to KFC. LJS supplies the chicken planks that are too small

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

  Business Response

  Date: 10/31/2024

  I will make corrections to the customer concerns you sent earlier with this information so you can get the correct customer service resolution. Sorry for the inconvenience. 

• Initial Complaint

  Date:10/31/2024

  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.

  I placed an online order of $41 on 10/28/24 0745pm. When I arrived at the store, the store light was off except the drive through. I waiting for a while to get to the window and my order is not ready as promised per app. I then waited for a while for them to get my order ready. When I got home and found that my order is not complete and missing 2 items. I called the store few times with no answer. I called 2 days in a rolled with no one answer the phone. The store is across town from where I live. I finally head over to the store and the employee told me they cannot help me. This is unacceptable. Not only the food I got is nasty because they drench in nasty old grease, missing items on my other, and there are no way to file a complaint or talk to customer service.

  Business Response

  Date: 10/31/2024

  We here at LJS are saddened that your experience with us at this location was unpleasant. I have forwarded your customer experience to our Customer Care group and you should expect to hear from someone within the next couple of days. Please accept this apology on behalf of our brand. 

  Customer Answer

  Date: 11/03/2024

  
  
  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,
   
   **** **** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:10/23/2024

  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.

  I ordered a mobile online pick up order on Sunday October the 20th 2024 paid and placed the order for pickup at 6:50pm. When I arrived to pickup my food the store was closed and all the lights were off. I was still charged for the food that I never received. I called first thing the next morning when the store opened at 11am to tell them and they refused to help me and said they could not issue a refund because it was an online order. I was told to call the number in the mobile app and there is not one to call, it makes you send an email which no one ever returns. I finally found the number I was supposed to call by doing my own research and the number is automated and always says closed no matter what time you call.

  Business Response

  Date: 10/23/2024

  We are very sorry to hear that your visit to our LJS Cincinnati, Ohio store was unpleasant and when you arrived the store was closed and your order was not ready. I have submitted your information and details to our customer service group and you should hear back from them shortly regarding your visit with us. 

  Calm seas ahead, 

   

  Customer Answer

  Date: 10/27/2024

  
  
  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,
  
  
  
  **** ****** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:10/22/2024

  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.

  On October 20, 2024 I attempted to place an order through the app to redeem an email offer I had received for a BOGO free variety platter. There was no offer available on the app. I went into the Elizabethtown Ky location and asked for help with the app to redeem the offer. I showed the manager the email offer, he asked for my phone number but was unable to get the offer applied to my order and said he couldn't honor the offer. I am requesting a coupon for a BOGO free variety platter to honor the advertised price.

  Business Response

  Date: 11/11/2024

  We are very sorry to hear that you had problems redeeming our BOGO offer. I have sent your information to our customer care team and you should hear back from them within the next several days to resolve your issues. 

• Initial Complaint

  Date:10/16/2024

  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.

  I went to store ****** to pick up my order on 10/12/2024 ordered ******* scheduled to pick up * ****** total price was $131.07 . When we went there to pick it up they said they were out of the full regular cheese cake but they could substitute it for a different kind. I said no and would like to just be reimbursed on that , they said they couldn't reimburse me at the store since I ordered online. Normally I wouldn't complain but that cheese cake alone was $54.99 ... that's a good bit of money.

  Business Response

  Date: 10/16/2024

  We apologize for the inconvenience and someone from our organization will be contacting you shortly to rectify this problem. We value your business and hope the next visit to our restaurant is improved. 

  Fair winds and followin' seas,

  Customer Answer

  Date: 10/16/2024

  
  
  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,
  
  
  
  ******* ********* 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/30/2024

  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 September 10, 2024 I placed an online order (order number ******* totaling $15.90) using the app and the app crashed immediately. So I reopened the app in an attempt to place the order again (I had received no email or text confirmation at this point) and placed the exact same order again (order number 7704582 totaling $15.90) and as soon as the app showed confirmed, I got a phone call from the store from a very kind employee that informed me my order couldn’t be filled because they don’t even carry the item I ordered (2 pc battered cod meal) at their location. I asked if she could just cancel the orders for me and I was informed there was nothing they could do on their end, I’d have to request a refund through the app. There was no way to request a refund through the app or even email. I have emailed what I’ve been lead to believe is corporate, around 5 times. I’ve left 2-3 voicemails for the “corporate” phone line - (************ that always give an option to press a number immediately followed by “I’m sorry, we are closed at this time. Please leave a message”, and even called the gift card number seeking help. I just want my $31.80 back for items I did not receive and orders that could not be fulfilled.

  Business Response

  Date: 10/21/2024

  We apologize for this inconvenience and hope that we can make it right for you on your next visit. I have submitted your concerns to our customer care & operation teams, and you should hear back from them shortly regarding your request. 

  
  Fair winds and followin' seas,

  
  

  Customer Answer

  Date: 10/22/2024

  
  
  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,
  
  
  
  *** **** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/17/2024

  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 placed an online order for store ID# ***** on 9/14/24 for pick up * 8:30 pm. I arrived * 8:25 pm and the store was closed so I did not receive my order. I went back to the store on 9/15/24 so I could request a refund as my debit card was charged $18.77 for food I did not receive. The employee informed me I could not have a refund and advised me to call 'corporate' but refused to provide a phone number, citing she did not know the number and also stated the 'owner' was not available to ask for said number. I just want my money back.

  Business Response

  Date: 09/17/2024

  Hi ******* 

  I received your complaint and have sent your information and request to the appropriate group that heads operations for this location. They should be back in touch with you in the next couple of days or sooner. We are sorry to hear that your visit was not up to par and LJS will get this problem very soon.