Business Profile
Restaurants
The Krystal CompanyHeadquarters
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Complaints
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Complaint Details
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Initial Complaint
12/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 11/29/24 We Ordered $38.00 dollars worth of food and never received my food. We waited for over an hour when I asked for a refund the employee said they have a no refund policy. They gave me the managers phone number ************** which also said they have a no refund policy. I had to call the cops to fill out a policy report because they legally stole my money. I am taking Krystals to small claims court in ******, now for $1500.00. Its mainly the principle of the matter now. A Business cant just take your money and not give you a product. This is the only place I would avoid in ******. Definitely a place that I would not wish on my worst enemy!Business response
12/18/2024
We have informed the Krystal Franchise Owners of your concerns. Thank you.Initial Complaint
11/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On November 14th on a Thursday at 3:59 p.m. went through the drive-thru and ordered two orders of the four Crystal combos and two apple pies. After receiving our order set in the parking lot to eat as I took one bite out of my ******* ****** the burger was room temperature cold it taste like had been cooked a while the meat was kind of rubbery. You can tell it had been set out for a while was not fresh cooked. I checked all the other crystals in the bag and they were the same way the fries were warm like they should be and the pies were hot but the sandwiches were ice cold. So I took our bags back into the restaurant and the lady that was working the window without in the main lobby when I walked in and gave me a dirty look soon as I walked in the door before saying anything to me. I told her ma'am I'm sorry but I have a complaint with my order, she immediately snatched the bag out of my hand grab the sandwich out that I had took a bite off of stuck her thumb in the middle of the sandwich and told me there was nothing wrong with those ******* and there's nothing she could do about it and I told her the food was cold it wasn't worth spending $25 for for cold food when it should be hot food. She told me there was nothing she could do about it I told her I would go to the district manager about it she said I am the manager. This lady's name was *************, that's what was on the receipt. I know I will no longer eat it krystal's at that location ever again.Business response
11/21/2024
Thank you so much for your feedback. The Krystal store you visited is a franchise location. We have reached to to them on your behalf and shared your contact information. The district manager has called but was unable to leave a message and has also reached out by email, still with no response. Please contact us at your earliest convenience by calling us at ************ so we can mediate the issue with the store. Thank you so much.Initial Complaint
10/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 10/26/2024 I went through the drive thru at 12:23 pm the woman was already rude but I ordered a 5 piece wing, one of the pick 5 for $6.89 and 4 krystals. I was asked to wait awhile to get my food. Upon recieveing i went home and my food i got only 4 wings not 5 which were $8.09 for them. The pick 5 werent right. No cheese on the krystal the fries were cold, the tots were half full, no cheese on the chili cheese tots and the 4 krystals were slopped together and cold. I tried calling the store and i called several times. My last attempt to call i was told the order was right and no refund. This krystal has a *** for not getting orders right. They are smug and its ridiculous. I paid $22.93 for cold and unaccounted for food. Id like a refund and ill never be going back to this store again.Business response
10/31/2024
We are sorry to hear that your last order did not exceed your or our expectations. We take great pride in our guest-first philosophy and were disappointed that we failed to live up to our standard by not providing you with a great dining experience. Please know that we take your feedback seriously. We have passed all your information over to our upper management team and they will contact you very soon.Initial Complaint
10/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Manager named *** (last name unknown), forced employees to come to work during a major hurricane. This occurred at the ********************* location in ***********, ******* during Hurricane ******. During this time, the ***************************** stated for everyone to "Stay Home" and "Stay off the roads, especially after dark." The county schools had even closed during this time for 2 days due to projected storm effect and damage, as well as danger risk. In result, at least 3 employees had to drive over an hour to get to work and may have to spend the night at the ********************* location to sleep as the roads will be unsafe. *** was contacted by those employees and he still told them they have to come or they will be fired. Attached screenshots are of a news article stating what I have explained above.Initial Complaint
09/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order on krystal website and when I arrived 12 minutes later the store was closed even though it was an hr before advertised closing Store location **************************************************************Business response
10/04/2024
Thank you so much for reaching out to us and for being so patient with us as we looked into this matter. We are sorry to hear that your last order did not exceed your or our expectations. We take great pride in our guest-first philosophy and were disappointed that we failed to live up to our standard by not providing you with a great dining experience. Please know that we take your feedback seriously.Your order has been refunded in full. Please allow 5-7 business days to reflect in your account and thank you.Initial Complaint
09/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Received cold food from Krystal that was so cold that I wasnt able to eat any of it. Major problem was that the bag came without a seal. I dont eat any food that is being delivered without a seal on the bagBusiness response
09/09/2024
We are sorry to hear that your order did not exceed your or our expectations. We take great pride in our guest-first philosophy and were disappointed that we failed to live up to our standard by not providing you with a great dining experience. Please know that we take your feedback seriously. We do apology but all our delivery orders are handled by a third-party and the delivery issue would need to handled and refunded by them. If you need assistance in determining who delivered your order. Please feel free to call us at ************. Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.Initial Complaint
08/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an online order on Tuesday 8/20/21 at the *****, ** (Hwy 49) location. When I arrived 6 minutes later to pick up my food they told me the system was down and they couldnt take payments. I told them I had already paid online and had the copy of my order and proof of payment to show them, they refused to look at anything, refused to make the food, and refused to give me my money back. I asked how to cancel the order or get my money back and they would only say online repeatedly. I sat outside for about 15 minutes waiting for the system to come back up so I could request them to make the order again but they still said it was down and were very rude about helping with any kind of resolution. I contacted online as they suggested but have yet to receive any response.Business response
08/26/2024
Thank you for bringing this matter to our attention. Your order has been refunded in full. Please allow 5-7 business days for the refund to reflect in your financial institution's account. We wish you the very best and hope you will come visit us soon.Initial Complaint
07/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My first problem is I always come here and they know me by heart. I made a order They said went to the wrong store I showed them their address on the order They said reorder it again It still went to another store they say but it's showing their address so it went off my card two times nobody would help me get my money back. I never see any food. So I've been that two days this week and they said it's going to take 30 minutes to get a Krystal that is ridiculous. This is the location in ****** at the loop.Business response
07/26/2024
Thank you so much for reaching out to us. We are also sorry to hear that your last visit did not exceed your or our expectations. We take great pride in our guest-first philosophy and were disappointed that we failed to live up to our standard by not providing you with a great dining experience. We have reached out to our store and will be looking into this matter. We do need a little more information from you and will be reaching out through email. Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an online order 7/20/2024 at 10:54 pm to pick up at 11:30. My daughter showed up about 11:20 to pick up our order and was told they did not have the order. She showed them the receipt and was told it was placed for the other location in town. It was not and the address was clearly on the receipt and we were at the right location. He said there was nothing they could do since the order was not showing in their system. She asked if she should wait since it was a little before the pick up time and was told they didnt have it in their system so wed have to reorder. We had already paid for the food so we didnt want to reorder. We asked for a refund and were told to contact corporate because they dont handle that in store. I called the store again today and was again told we ordered for a different store and to call corporate. I tried to contact corporate but the number I call just says to go online. I would like a refund for my order since I paid and never received any food but the process is painfully difficult to find someone to speak to. The contact form on the website is very generic and theres not an option for what I need as it goes beyond restaurant experience and general comments.Business response
07/24/2024
Thank you so much for reaching out to us. We are also sorry to hear that your last visit did not exceed your or our expectations. We take great pride in our guest-first philosophy and were disappointed that we failed to live up to our standard by not providing you with a great dining experience. We have reached out to our store and will be looking into this matter. We do need a little more information from you and will be reaching out through email. Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.Initial Complaint
07/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Last week, I was attempting to get some Krystals as I was greeted with two big pot holes that had my truck driving weird as if I had a rock stuck in a tire after the pothole. It knocked my alignment off and caused me to have a blow out on the highway in the heat causing a lot of damage to my vehicle. My tire wasnt even a on a whole year and now its useless as well as it being a great tire, the wires scratched my back driver door badly. My fender wall is cracked and my pipes are exposed. My rear bumber is busted and the frame looks bent. The guy from roadside assistance warned me that due to the pothole damage an alignment has to be done soon. I contacted city hall and they informed me that the location has been cited excessively about their restaurant upkeeping. I only could fill out a survey for corporate and I havent received anything at all. And Ive been sick in the house for days waiting to hear from someone. I need my vehicle fixed back the way it was.Business response
07/24/2024
Thank you so much for reaching out to us. We are so sorry to hear about the damage of your car. All of your information has been sent over to our ************************* and they will be reaching out very soon. If you would like to speak to us directly we can be reached at ************. Thank you.Customer response
07/24/2024
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,
Sierra Fitchard
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Customer Complaints Summary
133 total complaints in the last 3 years.
23 complaints closed in the last 12 months.