Business Profile

Restaurant Management

Long John Silver's Corporate Offices

This business is NOT BBB Accredited.

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Complaints

Name: Long John Silver's Corporate Offices
Address: 10350 Ormsby Park Pl Ste 300, Louisville, KY, 40223-6177, USA
Telephone: (502) 815-6100

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

Customer Complaints Summary

52 total complaints in the last 3 years.
22 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.

Initial Complaint
Date:08/23/2024
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 August 18th 2024, I attempted to use the Long John Silver’s app to take advantage of a special offer as shown on the web site link below. I followed the instructions on the app but was never able to find this offer on the menu. I went to the restaurant and used the app again while an employee at the counter watched and he agreed that the offer was not available on the app or in the store. The $1.99 order turned into a $6.00 order. I spoke to the manager and she said she was unaware of the online offer and could not provide that meal for $1.99. This is the 2nd time in a month that I went to Long John Silvers to get an email offer from them but was not able to obtain the advertised meal at the advertised price.. She said all she could do would be to tell the area manager above her about the problem. Use email link to see 8/18th ad.

********************************************************************************************
Business Response
Date: 08/26/2024
********
Were very sorry you had a bad experience. Your concerns have been turned over to the operations team and someone should be in touch with you soon regarding your experience.
Thanks,
Customer Answer
Date: 08/27/2024

Complaint: ********

I am rejecting this response because: My complaint was not about what happened at a Long John Silver
(LJS)restaurant, but about the disconnect between their advertising of exclusive
offers “for ******* ******* members, available online or through the app.” and
the reality that no such offer is available through the app or the online menu
of the local LJS restaurant. The
response shows no indication that they understand or will do anything in regard
to their LJS app that doesn’t seem to work properly or how their advertising of
a special offer will result in the offer being obtained via the local online local
menu or via the app. Giving me a $5
coupon is nice, but it does not address the issues. Below is the web address to the unobtainable advertised special.
********************************************************************************************

Sincerely,

******* *******
Business Response
Date: 08/28/2024
Sir,
I have sent your concerns to the appropriate folks in Marketing/OPS. Please allow a couple of days for them to reach out to you regarding the incident you experienced.
Many Thanks,
Initial Complaint
Date:07/08/2024
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.
Placed online order before arriving to location. When I arrived to restaurant lobby was closed and drive thru was closed as well after waiting for 10 minutes for someone to come to speaker.
Business Response
Date: 07/18/2024
*******
We are always concerned when our valued customers fail to receive excellent service. I have forwarded your issue to our customer care group who will be reaching out to you soon.
Initial Complaint
Date:04/04/2024
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 February 14, 2024 I placed an order on their website for pickup at their n. Eldridge branch in California, cashier said my order was void so I tried it again on their website and she still says it's void. They could not give me a number to call and complain, my card has been charged. I've left a message on their website for complaints even on Facebook on their social Media but still nothing.
Business Response
Date: 04/04/2024
H* ******
Someone on my team will be reaching out to you shortly to find out the exact location of the restaurant you visited. When I attempted to look up the restaurant earlier I found two that may tie back to the location you mentioned in the complaint. Please be on the lookout for an email message from ************** to gather more details so we can get this to an Operations leader that can assist you.
Initial Complaint
Date:04/01/2024
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.
We ordered 3 orders of fish hashbrowns and coleslaw. We got 3 orders of chicken.
Business Response
Date: 04/03/2024
******
What location did you visit with? If you have a receipt, please attach it to this email. In order for me to help you I need to know what store unit you visited with. Looking for a store number, street address, city...
Initial Complaint
Date:03/27/2024
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 Wednesday (03/13/24), I got off work at 7 PM CST, and I was craving Long John Silver's. The one closest to me was on S Western Ave (7609 S Western Ave), and I was waiting at the drive-thru. I noticed that two employees (I'm trying really hard to not use colorful words) were getting closer. One, the one holding the trash, was walking too fast and was too close to my car. I thought he'd have enough common sense not to hit the car of a customer, but I was proven wrong. He hit my car with the trash he was hauling to the dumpster. I was shocked and annoyed, but the second heavier guy who was 'assisting' the other guy was mean, mugging me like I did something wrong. I was waiting at the drive-thru. Anyway, I've been trying over and over, since Wednesday, to call to talk to the manager. I left a survey and this is my last resort. Fix this Long John Silver's.
Business Response
Date: 03/27/2024
LJS always strives to make sure that each customer experience is extraordinary. It sounds like we may have not met our mark based on the details you describe. I have noted your issues/concerns and I have escalated your complaint to the upper management OPS team that will be able to assist you. Look for a response soon.
Initial Complaint
Date:02/27/2024
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 visited the long John silvers on 104 E. Blackstock rd in Spartanburg on February 1,2024. They double charged my card and the guy at the register said it would automatically go back. It is going in a month and it hasn’t come back to my card. I called and called the store directly and they never answer. After calling and leaving voicemails through the corporate voicemail system a manager from the store called me on February 8 stating that corporate would have to issue the refund and she would get back with me. Since then I’ve had no contact with anyone from the store or corporate. This is ridiculous that I can’t talk to a single person and can only leave a voicemail. They can’t just take my money like that.
Business Response
Date: 02/27/2024
I have forwarded your concerns to the Franchisee organization Operations team and someone will be reaching out to you shortly to address these concerns. We here at LJS are very sorry that you experienced less than a great visit with us and hopefully we can take actions to make you trust us again as your favorite seafood restaurant.
Initial Complaint
Date:02/16/2024
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.
We were at the 740 E Lewis and Clark Pkwy, Clarksville, IN 47129 location of Long John Silver's on Sunday January 14th. 2024 at 4:28 pm. We ordered a grilled shrimp meal and didn't receive the meal at all. A sweet tea and were given an unsweetened tea. Ordered a piece of fish and chicken. That was the only thing in the bag. Didn't realize it til well after we were on the road back to Louisville. The total was 20.08. I want a full refund. We were not given a receipt. I had to call the store to get the details of the receipt. So I do not have a store number.
Business Response
Date: 02/16/2024
LJS strives for our customers to have a great experience. I apologize that you failed to do so. I have forwarded your concerns to the Operations team and you should expect to hear from them shortly.
Customer Answer
Date: 02/22/2024

Complaint: ********

I am rejecting this response because: I was called by the manager of this location. She told me she was sending a gift card of a refund and some compensation for our experience. I have yet to receive this card. She stated I would receive it by the 21st. As of this evening it still has not arrived. It is possible that it may arrive at a later date. I still do not feel comfortable resolving this complaint until I confirm the receipt of this card.

Sincerely,

******* ****
Business Response
Date: 02/26/2024
I spoke to the Area coach and the gift card was mailed out to ** **** on February 19, 2024 so she should have it by now and hopefully she will give LJS another try and have a great experience!!! That's the type of experience we wish for all of our customers.
Customer Answer
Date: 02/26/2024

Complaint: ********

I am rejecting this response because:

We never received a gift card. It has been almost 10 days. I have an app to view my mail before it is delivered. It has not been listed at all.

Sincerely,

******* ****
Business Response
Date: 02/27/2024
I reached out to the area coach again today and she just confirmed that she will contact the customer again today and will get this issue resolved.
Customer Answer
Date: 02/28/2024

Complaint: ********

I am rejecting this response because:
I still have not received this card nor have I been contacted.
Sincerely,

******* ****

Business Response
Date: 02/29/2024
****** the area coach has ensured that she would send the gift card to *** **** and she was adding tracking to ensure that the package gets delivered. I have asked her to follow up with the Post Office when time allows to confirm that the gift card has been received. Thanks and hoping your next visit to LJS is a pleasant one.
Customer Answer
Date: 03/01/2024

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. I received the gift card today. In the future this company needs to reassess how they handle their customer relations. There is only a voicemail to call and leave a message. There is not a good way to speak to someone when you have a complaint. It has taken over a month to get this issue resolved.

Sincerely,

******* ****

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Initial Complaint
Date:02/13/2024
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 Superbowl Sunday, February 11th, I placed an order for at pick up there were no other people, or vehicles in this location, so I pulled up to the drive thru and the woman said, "are you Door Dash" hmm, what, no I am here for my 4:50 pick up. She told me to pull up they are waiting on the chicken. I had to wait no big deal but when she told me they had no cocktail sauce or BBQ sauce or any sauce except for tartar sauce and Malt vinegar. I said, no cocktail sauce, she said, cocktail sauce is expensive... wow, hmm, ok.

I brought the food home and I have to say this is the worst experience I have ever had at long John silvers. The fish and chicken were so very greasy. Even after trying to pat the food down with paper towels, we were unable to find any relief from the grease. There was no crunch because of the wet greasy texture. We had to strip the breading off and eat it naked. The order of claim strips was a joke, like someone had to have eaten half of the order, and unlike the fish and chicken it was not greasy but over cooked and the smallest claim pieces I ever seen.
Bryan Texas
Order ********* 6pc Sea-Share 9pc Chicken sea- shar 20.00
Claims 3.29
6 Hushpuppies 2.79 ( the best item we had)
28.24 Total

Thank you for your time, ***** ******
Business Response
Date: 02/13/2024
Dear sir,
Here at LJS we want to make sure that your customer experience is always the BEST!!!! I have sent your concerns to the operations team of this restaurant, and you should expect to hear from them soon regarding the problems you experienced.
Initial Complaint
Date:02/11/2024
Type:Billing 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.
2/9/24

Drove to the Florissant location at 11:33. Told once, reaching the drive through window, they would not open for another 25 minutes. They were very respectful and apologized. They are advertised to open at 10:45 am. Waited until 11:59 to place order on-line. Stated order would be ready at 12:04. Drove back and had to wait in a long line after telling them at the voice box I was picking up an order pre-paid. Waited in line until 12:25. Once I reached the window I got my food. She was very rude and dismissive. I went to door and it was locked to lodge a complaint. Terrible customer service.
Business Response
Date: 02/12/2024
Good afternoon,
I am very sorry to hear that you encountered a bad experience at our LJS location in MO.
I have notified the owner of the restaurant, and you should hear back from the operations team regarding the problems you encountered.
Customer Answer
Date: 02/19/2024

Complaint: ********

I am rejecting this response because: Noone from this location has contacted me.

Sincerely,

***** *****
Business Response
Date: 02/19/2024
To whom it may concern:
I have reached out to the Franchisee owner again asking for someone on his team to contact the customer regarding the service she received at this location. I've also copied other corporate resources that will follow up to make sure the customer is taken care of.
Initial Complaint
Date:01/22/2024
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.
I had ordered the 12 piece family meal from the long John silvers in the Johnstown area and had just found what seems to be an old bug cocoon attached to one of our hush puppies. We would like to have this resolved because we are more angered because this could have gotten me or my mother sick if we had not seen it.
Business Response
Date: 01/22/2024
I have forwarded your concerns to the Operations Leadership Team and was told that someone attempted to contact this customer yesterday and was unsuccessful but will continue to reach out to them today to resolve this issue. I have provided the complainants contact information and they will be reaching out very soon.

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Long John Silver's Corporate Offices is NOT a BBB Accredited Business.