ComplaintsforThe Krystal Company

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tonight. Sunday July 7 2024. I made an order on the app, paid and then drove to the store on ********************, ******* only to be laughed at and told they couldn't give me my order. Discrimination or just poor quality employees? Not sure. But a refund should have been issued on the spot and the situation handled correctly and not with laughter and maleficence. *******************************, loyal customer until tonight.

  Business response

  07/14/2024

  Thank you for reaching out to us here at *************** and bringing this issue to our attention. We apologize that your experience was not ******* and we will be reaching out to our store to look into this matter further. A SPB Hospitality guest service specialist will be reaching out to you through email to gather more information about your order. Again, we thank you for bringing this issue to our attention and hope to speak to you very soon.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Krystal is advertising that they open at 6am I went there at 6:15 and one of there employees waived there hand signaling they are closed and refused to give me a time that they would be open. This was very inconvenient because I could have went somewhere else. I drove 15 minutes outside the city limits and had to go to work without breakfast.

  Business response

  07/05/2024

  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. Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.
  
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issue is misleading information pertaining to breakfast club members for ************************************************************************************* at krystal store location in ******* when try to re use the car#no location is honored there product this is misleading practice to the consumer.

  Business response

  07/03/2024

  Thank you for the information. This is not a known corporate promotion. Our SPB Hospitality Guest Relations Specialist will be reaching out through email to assist in resolving this matter. Thank you again for bringing it to our attention.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a order on ********* website on Friday June 29th at 3:32pm and after realizing the location was wrong I proceeded to try and cancel the order but I was not able to do so. I have tried without success to contact the company to try and get a refund.

  Business response

  07/02/2024

  Thank you for reaching out to us here at ***************. We are sorry to hear that you had trouble with your recent ********* order. SPB Hospitality however, is not associated with *********. May we suggest you reach out to YUM Brands. I found their customer service number for you. They can be reached at ************. Thank you and we wish you the best of luck.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/14/2024 at 11:00pm I visited the Krystals located in *************** off of ******. I ordered a pick 5. When I received my order the fries felt stale and I asked if I could have some fresh fries. The manager on duty that evening contested that the fries were in fact fresh and asked if I could wait for fresh fries. I was told the wait for fresh fries is 6 minutes and to pull up. As I waited 8 minutes for the fresh fries I notice that the drive thru was full and I moved to the front of the restaurant to make way for others behind me as I was in a larger tahoe. I waited fell past 10 minutes so I returned to drive thru once the crowd cleared out. Once I made it to the window, the manager stated that since I moved to the front of the store that is why she did not bring my fries out to me (mind you that is actually the front of the store?). At this point I was unhappy with the service and food as now my burgers were cold . I requested a refund and she declined, I requested either a refund or remake of my burgers as the one's that I had were cold waiting for the fires. She informed me that she would not do either and that if I did not leave she would call the cops! In disbelief I waited to speak with the officers to provide me side of the situation that occurred. A report was completed for the and I was given a copy of the report number. The woman still refuse to provide me with my refund and provided a false name that was not her own.

  Business response

  06/19/2024

  Thank you for reaching out to us here at ***************. We appreciate your feedback. We have reached out to our store and understand that they have reached out to you and resolved the issue. Please contact us if you have any further questions or concerns. Thank you.

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hey I work for Krystals the incident took place June 3 ***** I work from 1-9pm that day . Its was about 8:40pm I had started counting down my crew member register because it was time for her to get off . The second shift leader has been coming to work for the past couple days prior to the incident starting with saying little things to provoke me to argue and fight with her . ( ******) I have been telling my boss about it but there was nothing done . So let me Continue the story she came in started with me started an argument so at this point Im tired of it and flipped on her . So call **** which is the boss of Krystals and totally jumped on her side and they took me off the schedule and shes still on the schedule. I have kids and I have bills to pay I feel that it isnt right for me to fired they didnt give me no separation letter just telling me that Im banned but this lady is still there and she started everything.

  Business response

  06/13/2024

  Hello *********, 
  We are so sorry to hear about the incident. We will be looking further into this matter. For a letter of separation, please reach out to us by calling us at ************. Anyone here will be more than happy to assist you. Thank you and we look forward to hearing back from you.

• Initial Complaint

  05/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I frequently visit the Krystals at ********************************************. Normally, I'm pleased with the service and always order chili cheese fries with light chili and extra cheese. The portions are usually generous, allowing me to enjoy them both in the car and later at home.On May 23rd, I ordered my usual chili cheese fries, but upon opening the container after driving to a nearby store, I found only nine fries with a small amount of chili and cheese. I returned to Krystals and asked about the portion size. They corrected it by filling the container properly, and I thanked them and went on with my day.On May 25th at 3:04 PM, I decided to order three chili cheese fries for the rest of the week. I checked the portions at the window and found very few fries in each container, with the bottom of one Styrofoam container visible. I showed this to the young lady at the window, who then brought an older Caucasian woman who appeared already upset. She yelled at me, accusing me of complaining about portions previously. I explained that I was paying $5 for the meal and felt shorted, but she insisted it was a large fry.I requested a refund, but she refused initially, claiming I had opened the container as if she was going to resale the fries. She then stated that each window records conversations also claimed to be on the phone with her "D.O.". When I asked if she was the manager, she said she was the ** but refused to give her name. Eventually, after much hostility and rudeness, she provided a cash refund for the fries but charged $4 for an apple pie, despite a promotion of 2 for $3. Her behavior was extremely rude and made me feel unsafe at that location. She was completely unprofessional and screamed at me and my mother. I love your food but can't imagine this treatment.I urge action to be taken against her to address this unacceptable conduct. I would prefer not to involve my lawyer, but I feel it may become necessary if this issue is not resolved.

  Business response

  06/05/2024

  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. For your inconvenience, we would like to send you a complimentary card digital code for you to enjoy on your next visit. If this is acceptable, we would send this to your email on file. Again, were sorry for your experience. We hope to hear back from you and have the opportunity to serve you again soon. Thank you

  Customer response

  06/06/2024

   
  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,
  
  *****************

*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. ↩