ComplaintsforJack In The Box Inc

• Initial Complaint

  11/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an order thru the app and it sent it to the wrong location and still charged me and took my reward points

  

  Business response

  11/18/2024

  complaint ID#: ********

  Thank you for contacting us.  If the guest places an order at the wrong location, they can contact us and we are happy to refund as one time courtesy.  We show the last 9 orders placed by this guest for 11/2024 have all been at the same Jack in the Box location #**** so we are not sure what was wrong location or the order and name on all the orders is Cash Cloey.

  We are happy to reach out to the guest and get the additional information we need, and we will address this issue.

   

  Thank you

  ****** *.

  Jack in the Box

  Customer response

  11/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved yes I would like a complete refund 
  
  Regards,
  
  Mpindazi Umoja
  
   
  

• Initial Complaint

  11/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received 2 coupons for complimentary combo meals & 5 locations will not honor the coupons! Have left numerous messages with **** on the box in the last 3 months! Would like to use the coupons that were given for a prior complaint

  

  Business response

  11/13/2024

  ID # ********

  Thank you for contacting us. We need additional information to address this.  We need to know where the certificate came from (we were unable to find a report for this guest in ************* location of the jack in the boxes that did not accept the certificates.

  I will email this guest and once **** contacts us back, we will be happy to resolve this.

   

  Thank you

  ****** *.

  Jack in the Box
  
  
  

  
  

• Initial Complaint

  11/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Complaint against Jack in the Box - Order Issues and Lack of **************** On November 2, 2024, I placed an order with Jack in the Box (Order #: *****************) for a total of $54.38. The company promised delivery by 11:14 PM, providing both the drivers and the stores phone numbers to resolve any delivery issues.However, the experience was disappointing on multiple levels. First, the delivery was late, with the driver arriving at 11:49 PM, far beyond the promised time. Tracking in the app showed the driver was not even in my neighborhood initially. When I attempted to call both the driver and the store using the provided numbers, neither answered.Upon arrival, the driver could not communicate with me due to a language barrier, and I found multiple issues with my order. Some items I paid for were missing, the food was cold, and the milkshake was entirely melted. I attempted to seek a refund for the incomplete and unsatisfactory order through the mobile app, but it has been over seven days without any response or communication from the company.The only customer support option I have been given is the phone number for the location I ordered from:*************************************************************************** ************** Despite multiple calls to this number, no one has answered. The phone rings about 12 times before going to a voicemail message that states, memory full, enter the remote access code, making it impossible to leave a message or reach anyone for ************* a consumer, I am entitled to receive all items I paid for or be provided with a refund. Jack in the Box has failed to deliver on both the product and customer service, leaving me frustrated with no resolution. I am seeking assistance from the Better Business Bureau to help facilitate a refund and improved customer support from **********************.

  

  Business response

  11/12/2024

  complaint ID#: ********

  Thank you for contacting us. This customer contacted us, and we have replied back and offered replacement certificates for future visits and have not heard back. 

  Please let us know if you have any questions

   

  Thank you

  ****** *.

  Jack in the Box

• Initial Complaint

  11/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have reached out to the customer service email new time. I have never received a response. My complaint comes from using the jack-in-the-Box app and products not being available Or my old mistake of ordered from the wrong store The employees at the store cannot issue a refund and I have lost money waiting for a response .

  

  Business response

  11/11/2024

  complaint ID#: ********

   

  Thank you for contacting us.  We looked for any report that could have been filed on our website and found 1 report from 06/2024. We will contact this guest directly to obtain additional information and would be happy to address the issue.

   

  Thank you 

  ****** *.

  Jack in the Box

• Initial Complaint

  11/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered the mini loaded tacos, a chicken sandwich, and 7 pc jalapeo poppers . They gave us 2 regular tacos and a chicken sandwich which was burnt and stale. No poppers. I have pictures that I can send. They repeated the order so i trusted them and came back home really disappointed. We tried calling and no answer. I am unable to go back at this moment as I have to watch my sister with cerebral palsy. Money is very tight and I am very unhappy about this experience.

  

  Business response

  11/11/2024

  complaint ID#: ********

  Thank you for contacting us.  We are sorry for the experience.

  even though we encourage our customers to go back to the location for refund or replacement if they are unhappy with the quality of the food, but we are happy to replace the meal for this customer and send out the apology and certificate from Corp office.

  We will reach out directly.

   

  Thank you

  ****** *.

  Jack in the Box

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered multiple items on the Jack In The Box app. a few weeks ago. None of the items were prepared correctly. I specifically informed the person at the other end of the intercom that day that it was important to follow the instructions, because there were serious food allergies. Despite me saying this, ALL of the items in my order were prepared incorrectly. The amount paid and the date can be easily retrieved from the app. I was trying to get this issue resolved without having to file a claim with the BBB. However, the manager, ******, at this location has given me no other option. I have tried calling this store to speak with ******, but the voicemail is constantly full, and, therefore, I cant leave a message. I am trying to reach the manager, because the supervisor told me a few weeks ago, when the problem first occurred, that she did not have the authority to correct the matter. Therefore, she said she would speak with the manager and get back to me. However, the supervisor still does not have an answer for me. I have gone to the store multiple times trying to contact the manager, but, each time I ask for ******, the employees tell me she is in a meeting. I have left multiple messages on a piece of paper for ****** to call me, but she has not called me. I told each employee to relay to the manager that I would either like a refund or for the order to be made correctly, but my issue still has not been resolved. I also cant reach a live person on the Jack In The Box 800 number to lodge a complaint either. It appears Jack In the Box does not care about their customers anymore, as it is almost impossible to file a complaint with them. To make matters worst, the person I spoke with today was not only rude, but she also had the audacity to hang up on me when I called today, despite her being told the BBB gave me that number to call. Now, I just want a refund. The store I am lodging a complaint with is located at ****************************************. *****.

  

  Business response

  11/08/2024

   complaint ID#: ********

  Thank you for contacting us.  we have provided a full refund of the order back to ******** account.

  Please let us know if you have any questions or concerns. 

   

  Thank you

  ****** *.

  Jack in the Box

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited this jack in the box on 10/31/2024 and after waiting in a long line and then being out of a lot of things. I placed my order and at the window the girl who took my payment was very friendly but when it came time to get my food. the lady who gave me my food was very rude and then handed me 3 bags of food and I just assumed everything was in there. when I got home, we realized an entire meal was missing and the food we did get was very poorly made. jalepeno poppers were all flat and our drinks were just carbonation with no flavor of soda. We called the number on the receipt, and it was a number not in service. Due to it being halloween we didnt have time to head back to the store. I filed a complaint on the website on 10/31/2024 and have yet to hear anything back. At this point we just want a refund

  

  Business response

  11/11/2024

  complaint ID#: ********

  Thank you for contacting us.  We apologize for the visit and would be happy to contact the guest and offer certificates for future visits since this was a store visit and we are not able to refund here in the ************ it has to be done at the location with guest being present. Once we hear back from this guest, we will be happy to address this.

   

  Thank you 

  ****** *.

  Jack in the Box

  Customer response

  11/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ******
  
   
  

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered food from the location at **************************************************** here in *********. This was the worst I have ever seen my food prepared. I ordered a double **** and when I looked in the munchie meal box, I had no idea what it was. The condiments were falling out of the burger, the patties were lopsided. I tried to put it back together but there was no hope for it. And my halfsie fries were cold. The girl at the window was very nice but I can tell she was new. She did not know how to put my order in the bag. I am regular customer as I live around the corner from the restaurant. I wouldn't do that to a customer, that's how bad my burger looked. I also filled out the survey.

  

  Business response

  11/08/2024

  complaint ID#: ********

  Thank you for contacting us.  We will contact this guest directly to address this issue. Once we hear back, we will be happy to resolve this matter.

  Please let us know if you have any questions or concerns.

   

  Thank you

  ****** *.

  Jack in the Box

   

  Customer response

  11/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********
  
   
  

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/28/24 Drive Thru @Store #**** 1:13 pm CST I ordered my food totaling $29.53 and was told to pull around to the front and they would bring my food out to me. Unknown female manager slammed the bag of food at me & yelled at me to "Next time park on the side in spot 1 or 2." I looked through my order and went inside to purchase additional condiments. I walk up to the cashier with cash in hand & tell her the sauces I would like. Same unknown manager spun around yelling again, "she has to pay for that!!" I told her I have money in my hand & asked her what her problem was. She refused to tell me her name & the employees refused to tell me too. I emailed Jack in the Box and requested to be contacted. I still haven't been contacted as of this complaint. There is absolutely no excuse for a manager to treat a customer the way I was treated. Furthermore, not contacting an upset customer makes my concerns feel unimportant and my business not needed.

  

  Business response

  11/06/2024

  complaint ID#: ********

  Thank you for contacting us.  We apologized for the experience you had, and we will make sure we address this issue.

  We will contact the guest directly and once we hear back; we will be happy to address this issue.

  Please let me know if you have any questions.

   

  Thank you

  ****** *.

  Jack in the Box

   

   

• Initial Complaint

  11/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed two orders within two days, and both orders were missing items that I was charged for. I contacted the business and got a response that I have to contact via the app to let them know I was missing items since it was an app order. On both I was missing the 2/3 breakfast sandwiches (a total of 4 sandwiches) and the second one I was missing a sourdough ***** I contacted the app and they said they would forward it to the business. About a week later, I contacted Jack in the Box customer line online. I got no response, but that same day I received an email that asked how I liked how they handled the issue. I informed them that it Was Not handled and they stated that they would resubmit it. It's been another week and still nothing from either the corporate or the store. The total for both orders was ***** (***** for one and ***** for the second). I'm not contesting the full amount, I'm just looking for either compensation for the missing food, or the missing food. The total for those items would be $13.90. Some additional information, I use my married name on the app (********* ****) and the order numbers are ***************** and *****************.

  

  Business response

  11/04/2024

  complaint ID#: ********

  Thank you for contacting us.  we have provided a refund for missing food items.

   

  Please let us know if you have any questions.

   

  Thank you

  Guest Relations

  Customer response

  11/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********** ******
  
   
  

*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. ↩