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:11/19/2023

  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 sent this email to ********************** on Nov. 15 and have not heard a reply.
  
  We used 2 coupons for 2 fish and fry’s on Monday, 11-13-2023. We also added to the order. When we got home, the entire order was burnt. All of it! And then there were no French Fry’s and only let us have 1 cocktail Sauce and 2 Tartar Sauce. I called and the guy said to bring it back. My husband brought it back Tuesday, 11-14-2023 with pictures. They replaced the hush puppies but did not replace the fish or an anything else.He had to pay over $19 AGAIN for the fish. We already payed for a bad order and then had to pay for it again without the first one being corrected. Please resolve.
  
  2 Fish and Fry’s
  1 Clams
  Xtra Hushpuppies
  1 cheese pieces

  Business Response

  Date: 11/20/2023

  We hate to hear that you received less than 100% great service at our LJS location in Yukon OK. I have forwarded this complaint to the appropriate team and they will be in contact with you shortly to resolve the problems you encountered at this location. 

• Initial Complaint

  Date:10/24/2023

  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.

  Hi, I was at the long john silver in matteson il 60443 on today october 23rd 2023. We went through the drive through and ordered two 2pc fish combo one with fries and one with green beans. We pulled out and opened our food to eat to find it cold so we pulled back and I took the order inside to get hot food. The manager questioned whether the food was in the bag,then they proceeded to remove the food from the bags and place it back in the rack and put the fries in there and give it back to me as if it was fresh. I know that that food should have been disp0sed of and not put back because they don't know what happened to the food once I left. We spent $25 in there and I am happy with service knowing the manager is the one instructing them on back food food sanitation practices.

  Business Response

  Date: 10/24/2023

  ***** 

  I received your concerns from the Better Business Bureau this morning and I apologize on behalf of LJS for the service you received of our locations. I have forwarded your customer experience with the appropriate operations team and you should expect to hear back from them within the next couple of days regarding the problem you reported. 

• Initial Complaint

  Date:10/09/2023

  Type:Customer Service 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.

  Went to store today, they only had 2 employees, the food was as if it had sat all day, I have called the store for 3 hours with no answer unable to go back due to now at work. this meal was 38.00 and it ended up in the trash. very di appointed in this store. If they do not want to work or can not run the store proper then it should not be open for bussiness.

  Business Response

  Date: 10/09/2023

  Here at LJS we hate to hear that your experience was not to your satisfaction. We have forwarded this to the group of operators that will be able to assist you with your restaurant experience and make it right. You should hear from them within the next several days. 

• Initial Complaint

  Date:09/12/2023

  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 September 3, 2023 I purchased a #1 combo meal which consist of 2-fishp, fries, 2 hush puppies and a drink. While eating my fish I bit into something very hard and solid. Once i spit out the object, I then discovered it was what APPEARS to be a HUMAN TOOTH. It appears to be what looks what we call our K9 teeth some call our fangs. NO EMPLOYEE could prevent this, for it was INSIDE the fish which makes it the process food plant for the restaurant. I contacted the restaurant and file complaint online. There's be one phone call to me and one or 2 emails. Last email said I would be receiving a call from liability insurance and no one has contacted me. Ive been sick since discovering the foreign objects. I don't want to eat anything from anywhere in fear I find something foreign in my food. I truly feel that I should be entitled to compensation other than a refund of the purchased food. If I don't hear back from anyone tomorrow Sept 12, I will be contacting my lawyer the following Wednesday. I am more than willing to settle outside of court as long as the restaurant is in agreement

  Business Response

  Date: 09/12/2023

   I received your concerns this morning from the Better Business Bureau, and I have forwarded your information to the appropriate Franchisee and team so they can contact you regarding this matter. 

  Customer Answer

  Date: 09/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no has contacted me from the long John's silver's franchise. I would greatly appreciate it if they would put forth more an effort to reach out. I will just have my lawyer *** ****** reach out to the franchise and the right people. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 09/18/2023

  I reached out to the restaurant Franchisee this morning and the owner has reported that the insurance company has been attempting to reach the customer and has left messages, The business has refunded the customers money and should have already received a refund for their order. The insurance company will continue to contact the customer.

  Customer Answer

  Date: 09/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
        Absolutely NO ONE has attempted to reach out to me at all about anything. So the company is lying. I will contact the restaurant right after I submit this.  They have until tomorrow to reach me because I will no longer have this number. My number is ************* 
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/11/2023

  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 Friday, September 8, 2023 at about 6 PM, I visited the Long John Silver/ Taco Bell located at 2300 W Patapsco Ave, Baltimore, MD. I ordered Chicken Planks, French Fries and Hush-puppies. The Chicken could not be eaten. It had been fried in old grease and it appeared to have been put back into the old grease to warm it up after the use by time. The French Fries, while cold, could at least be eaten and had not be put into the old grease. The Hush-puppies were fine.
  
  I was unable to leave a comment on the Long John Silver's website because it required the store number. The website would not accept the store address so I was left with no choice but to bring the problem here.

  Business Response

  Date: 09/11/2023

  Good Afternoon, 

  We would like to thank you for letting us know about your experience at our LJS/Taco Bell location and we have forwarded your concerns to the appropriate Operation team that will work back with the restaurant to ensure this issue is addressed. You should expect to hear back from someone by the end of the week. Our apologies.

• Initial Complaint

  Date:08/24/2023

  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 purchased this gift card but am unable to use this. I have called and sent several emails about this to Long John Silver. When I purchased the gift card the back of the card was not visible and so the part that says the card may not be accepted at some Long John Silver's locations, including KFC/Long John Silver's and Taco Bell/Long John Silvers. In Arizona where I bought this gift card there are no stand alone Long John Silver. I am trying to get a refund because I can't use this. I believe this is fraud and I want to get my money refunded. They should not be selling these in my area

  Business Response

  Date: 08/24/2023

  I'm sorry to hear that you experienced an issue making a purchase. I have forwarded your issue to our customer support service team, and someone should be in contact with you soon. 

• Initial Complaint

  Date:08/22/2023

  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 drove thru the LJS in Litchfield IL on 8/21/23 at 7:00pm. Ticket # 1909 - purchased two meals for a total of $27.69. The food was cold, greasy and I can't begin to guess when it was cooked. I have frequented this particular store many times, and Never had bad food. It is very irritating that LJS has no way to contact them directly to report a problem. This is a problem. I hope a don't get food poisoning from this very questionable meal.

  Business Response

  Date: 09/05/2023

  I've forwarded your concerns to the Operations team and you should hear back from them by the end of the week. 

  Business Response

  Date: 09/05/2023

  I've forwarded your concerns to the Operations team and you should hear back from them by the end of the week. 

• Initial Complaint

  Date:07/21/2023

  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.

  06/23/2023 I placed an online food order ********** on their corporate website **************************************************************** for the amount of $18.29 around 12:30 PM CST for pickup between 12:45 PM-1:00 PM at their location at 1230 Graham Rd, Florissant, MO 63031. I arrived at the location, minutes before 1:00 PM, the business was closed and there was a sign there was no electricity, despite all the neighboring businesses operating. I completed a web request in the get-in-touch section of their corporate website *************************************** for a refund of my money at 2:16 PM that same day 06/23/2023. Initially, they responded on 06/24/2023 at 7:42 PM, via the email address ************************** asking for the location the order was placed at, despite me previously providing them with the order number. I feel that was an unreasonable response as they should have records of the order as it was placed again on their corporate site. If their systems don't allow cross-referencing in this day and age it is gross negligence on behalf of the company, in my opinion, but never the less I replied to their request on 06/25/2023 at 1:56 PM and provided them with the location. To this day I have not received a response from them. I sent a follow-up email on 07/13/2023 as well as put in a new request from their website on 07/17/2023. Attached is a copy of our email correspondence.

  Business Response

  Date: 07/21/2023

  LJS strives to make sure that every person receives the BEST of food and service. I have forwarded your concerns to the appropriate Operations group in which will contact you regarding the problems you encountered. You should hear back from someone very soon. 

• Initial Complaint

  Date:07/13/2023

  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've had issues with a gift card. The egift card number is ****************. The last time that I used it the receipt shows that there was a balance of 19.19. This was at the location in cedar rapids iowa. The next time it l, there was no balance on it. When I check the balance it shows it was used in Cresco iowa. My dad had previously used it at that location but gave it to me after we used it in Cedar rapids. That card was never taken back to Cresco. So when I went to use it on May 5th they said there was nothing left on the card. They couldn't figure it out so they said they would give me the 2 fish 3 chixken combo at no cost. Well when I got home they have me 2 chicken and no fish. Also didn't give me the cole slaw or hish puppies. So not sure where the money went on the egift card and why the store location totally messed up my order. Doing complaint on here because I did the contact form online. Was told to check the balance online. I did that and responded but never heard anything back. Did the contact form and again nothing.

  Business Response

  Date: 07/31/2023

  Dear sir, 

  Very sorry you experienced issues with your gift card as well as encountered issues with your replacement meal- 

  I am sending your concerns to the appropriate group which should be back in contact with you by the end of the week. 

   

   

• Initial Complaint

  Date:02/27/2023

  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 was at long John silver restaurant today at this address 1212 I-10 San Antonio, 78249. And the food I purchases was not fresh. I ask for it to be cook to order and no salt on my fries. I didn’t get it and when I tasted the fries it was cold and upset my stomach due to medical issues.
  
  I have numerous of stomach surgeries and this the reason I don’t eat out because of food not being properly prepared the way I ask it to be.
  I had stomach pain all the way home which it took my and hour ti get back which I couldn’t eat anything else.
  
  I hope the owner do something about this. The last owner employees always give the customers what they ask for.
  
  Bad service. I waste $13.85 for nothing.
  If I knew this was going to happen I would have eat some were else so I could have taken my medication
  
  
  The manager doesn’t care if she’s the one i saw in drive through a month ago.
  
  Thanks a lot.

  Business Response

  Date: 02/27/2023

  We are sorry to hear that you had a bad experience at our restaurant and have passed this information along to the team that can help you with this problem as well as work back with the restaurant to ensure they correct any issues if needed. You should hear back from that team very soon.