Business Profile
Restaurants
The Krystal CompanyHeadquarters
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Complaints
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Complaint Details
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Initial Complaint
02/06/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
There is always an issue when I order through door dash. The food is either undercooked and not fit to eat or they dont give me my large ***** sprite. I had two on my last order. The employees think they can get away with it because I order through door dash.Business response
02/11/2025
We are sorry to hear that your last visits 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. If you would please visit us at ************************************************** and fill out the form with the information about your orders, we will be able assist further. Thank you.Initial Complaint
01/23/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
to my NOT SURPRISE items were so completely missing of course I spent $66.04 on food from the Krystals store CHF07 in ************************** I NEED 3 UTEMS TO BE FIXED *********** left out of my order 1 pick 5 item deal set of CHILI CHEESE PUPS. 1 DRINK LARGE *********** ALSO DID NOT MAKE THE 3 JUNKYARD TOTS COMPLETELY. They left off the ***** SAUCE off of all 3 of them So now because of your Krystals location of store number CHF07 I had to figure out how to dispense evenly across all 3 of my children so that all 3 of them could actually Have something too eat Because if I did not do that 1 child would have nothing & be envy if the other 2 children because they got food that they were promised & he did not So with tht I will be filling a ALONG WITH THIS ONE TO YALL I WILM ALSO BE FILING A COMPLAINT WITH THE BBB AKA BETTER BUSINESS BUREAU As well Because this should not have happened The order should have been quililty checked at the flowknv steps: Step 1 checked when the order came in Step 2 checked as it was being made & items marked off as the person making each item Step 3 checked when everything was completed Step 4 checked to make sure nothing was missed Step 5 checked as it was being put in bags Step 6 checked as it was going out the door So by that being said if the staff was not doing that items purchasemd would have not been missed at all within. The order then there would not have been any complaints But by me not receiveing MANY OF MY ITEMS That in doubt tells me that the staff that works within That store was not doing their job As it is dictated to be conducted so they are in violation of their job description & the store staff/store manger needs to be held accountable for all actions that were not conducted Because MY SON SHOULD HAVE GOT THE FOOD ITEMS THAT HE ORDEREDwanted but not give n made to eat his brothers food not what he wanted & NOT HAVE TO TAKE FOOD THAT HE DID NOT WANT NOR DOES HE LIKED & be made to accept itInitial 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.
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Customer Complaints Summary
129 total complaints in the last 3 years.
24 complaints closed in the last 12 months.
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