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:05/07/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  We ordered on the online app for Long John Silvers and we had a coupon ******** for buy one entree get one free, once we put our payment in and it processed it did not take the coupon and we were charged full price for 2 entrees. We called the restaurant to cancel and they said since online app they could not assist us, we told them to not make the meals as we would be requesting a full refund and they did not make the meals. We have called the long John silvers number ************ and it always says they are closed and to choose option 2 and leave a message which we have done several times with no response and also did an online form no response. If we do not receive an answer we will dispute the charges with our credit card company.

  Business Response

  Date: 05/07/2025

  Thank you for reaching out to share your concerns. We truly value your feedback and sincerely apologize for the inconvenience you’ve experienced with the service you received]. It’s never our intention to fall short of expectations, and we want to make things right. I've forwarded your concerns to our customer care team, and you should expect to hear back from them within the next couple of days. 

  Customer Answer

  Date: 05/10/2025

  
  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,
  
  ******* ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  My order was mistakenly sent to the wrong Long John Silver’s location. I contacted the restaurant multiple times by phone, left voicemails, and even emailed corporate support. I have received no response. I offered to pick up the order later the same day and was told to call back after 4 PM to speak with a manager. I did so, but after answering, the staff member hung up without explanation. Despite managers reportedly being on duty, no one has made an effort to address or resolve the issue. At this point, I’ve exhausted every reasonable avenue to resolve the situation. I’m requesting a full refund or an alternative resolution for the order that was never fulfilled. I’m happy to provide the order number, receipts, and any additional details you may need..

  Business Response

  Date: 05/05/2025

  Thank you for reaching out to share your concerns. We truly value your feedback and sincerely apologize for the inconvenience you’ve experienced with the service you received. It’s never our intention to fall short of expectations, and we want to make things right. I have forwarded your concerns to our customer care team and you should hear from them shortly. 

  Customer Answer

  Date: 05/06/2025

  
  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. I was issued an apology and a refund.
  
  Sincerely,
  
  ***** ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:04/07/2025

  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.

  4/5/25, we went to place any order and 2nd time in a row something was missing. Don't know the date, but about 2 weeks ago ordered 2 orders of slaw paid for them and only recieved 1 order. Today my wife ordered a fish sandwich and it was not in the bag. I looked and thought it was in one of the small boxes, but was not. Once again we spent $27.52 which is not easy to do right now. Plus we drove 20 miles to get there 1 way. Seems this is getting to be an issue with the drive through with this company. Now my wife who has been sick for 6 weeks had nothing to eat when we got home. Do you know how this made me feel to sit and eat infront of her. You all ask like all that matters is "oh just come by and we will give it to you" your mistake our loss. There are too many other places out there to eat which now we are leaning toward doing so. When l called back the person who answered was the one who waited on us and said "l know your fishsandwichwas not in the bag" when l turned around l seen it was still sitting here. Which to me means it was her fault. She also brought the order out to us since they had to cook something and was asked to pull up so as to keep your drive thru stats good. I think we are going to refuse to pull up at any place from now on since your stats are fraud and only make your company look good and if they say we have to then we will pull up and out of the parking lot never to return.

  Business Response

  Date: 04/07/2025

  We’re truly sorry that your experience with us didn’t meet expectations. Providing excellent service is very important to us, and we regret that we fell short during your visit. We appreciate your feedback and are taking steps to ensure this doesn’t happen again. We hope you’ll give us another chance to make things right.” I am sending this to our customer care team and you should hear back from them withing the next couple of days. Thanks,

• Initial Complaint

  Date:04/07/2025

  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 went to the Long **** Silver in Mattson IL and I had a coupons for 14.99 for a 8 piece family meal with piece shrimp free The person working the window said the coupon had to be in paper form So I asked to speak to a manager and I spoke to ***** who said they did accept the coupons at all because they were third party For the last several year during lent season I have been using coupons at your other long **** silver store These coupons has long **** silver logo on the coupons Iended up paying $40.50 for the 8 piece family meal How to you have a complaint line that tells you to press zero and then it say you have made invalid selection

  Business Response

  Date: 04/07/2025

  Dear Sir, 

  We are sorry that you experienced a not so pleasant experience at this location with coupon acceptance. I have forwarded your concerns to our customer care department, and you should hear back from them by the end of the week. 

   

   

• Initial Complaint

  Date:03/31/2025

  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.

  My food tasted like burnt grease . I had to Wait 22 mins to get my food . I feel like they could change there grease more often . As well as when u call the location which is on seats st Indpls on 46227 they did not want to replace my order . I really love long John’s first Fronde I have ever had

  Business Response

  Date: 03/31/2025

  Hi ********* 

  I have forwarded you concerns to our customer service department which should be in contact with you shortly to resolve the issues you experienced. We hope the next time your visit is a success. 

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 belong to Long John Silvers Rewards Program. I have several coins built up and tried to use them. The restaurant didn't know how to use my coins to use them to order something. I tried several days calling Long John Silvers Corp. office and it always says we are closed but you can leave a message. I've never to a call back. I went to Long John Silvers the other day and I was a spot it said to order using your coins. I scanned through the items and when I clicked on one to buy it said I didn't have enough coins. I had 1240, give or take a few, and it dropped me down to having 480 coins by looking at what I wanted to order. The restaurant at was at did not get and order. I didn't use any coins,. I have tried to call Long John Silvers several times and they won't answer their phone, says they are closed and hit 2 to leave a mesage. The website gave me the same number and it says to hit 1 , I called and hit 1 and it said that is not an option. I am very frustrated they don't answer. I want my coins back.

  Customer Answer

  Date: 03/17/2025

  I put down that I would like the reward coins I lost looking at the menu put back on my app. 
  If they are unable to put reward coins back, I will take coupons to use that are equal to the value of the coins they took off.  
  

  
  

  Business Response

  Date: 03/17/2025

  We are sorry that you experienced issues while trying to redeem your rewards. I am sending your information to our customer care team, and you should hear back from them by the end of the week. 

  Customer Answer

  Date: 03/24/2025

  
  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.

  I can't Thank You enough.  I have my coins added to may account back, they threw in some extra coins. 
  Thank you very much

  **** ******
  
  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/13/2025

  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.

  We was in the Mt Sterling ky long John’s and we ordered at the counter told us they would bring our food out we waited 15 minutes so I went back up there they said they don’t have our order so I had to the receipt and show the employee she said ok it took another 15 minutes to get our food it came out cold and looked like the fish has been laying around for hours so we took it back up there the lady rolled her eyes at us very disrespectful we ask for money back she told us she would bring us fresh out and when it came out it was also nasty very bad experience there

  Business Response

  Date: 02/07/2025

  Dear sir,

  I apologize for the inconvenience caused to you during a visit to our location. I have forwarded your concern to our Customer care team and they will be in touch with you very soon to rectify the issues you experienced. Many Thanks 

• Initial Complaint

  Date:12/11/2024

  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 December 10, 2024, our son's elected to treat the family to LJS. I was worried because a large order carries a large potential for problems. It turns out that I was right to worry, unfortunately. My husband and I eat at this location, 1 - 2 (sometimes) per month; however, it's an "eat-in" situation which takes some of the problems that were created and unresolved today, out of the mix. We have certainly seen a steady, slow decline of service, cleanliness, promptness and kindness (especially today) on our visits. It doesn't surprise us, though, but it doesn't have to be that way and shouldn't. We were one of 2 customers there the day that a very large "rat" came from the rafters and the ceiling tiles and sent a photo in for the manager on duty (as he requested). Yes! So, to spend at total of $133.33 and get the food that we got; and those fries and shrimp were the worst of all (a very unfunny joke, it's not at all okay). Long John's Silvers, I assume, purports to give good, fresh, hot food and reasonably expedient service. I (the whole family really, except for my grandson because he's too small) feel all those marks on some level were missed. I do the surveys each visit and the "main" reason my husband I frequent (plus, by eating in) we for the most part get what we pay for. Today, that didn't happen at all and when I called complaining and (not vulgar or irate) & upset about the food, I spoke to Mary, who said she was the store manager. However, I don't recall seeing her before. On the phone, she didn't have me elaborate on the things I did mention that were wrong and she kind of overcorrected for what I directly made claims to, then made no offer to make it "right", which should've been her 1st offer. While waiting for our orders, I asked her for 2 drinks, because I knew there would be a wait (& it was), and she seemed to do that bit grudgingly. After my call went unresolved, I believe it really was!

  Business Response

  Date: 12/11/2024

  ****** 

  LJS is sorry to hear that you encountered such problems with the order your purchased for your family celebration. I have sent your contact information and your concerns to our customer care team and you should hear back from them within the next several days. 

   

  Customer Answer

  Date: 12/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: It is now the end of the day on December 16, 2024 and I haven't received a response from anyone.  So, I'm not sure how this is going to proceed, but I do want to still get "resolve" with this.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 12/17/2024

  I have escalated this concern to the appropriate team, please allow them to the end of the week to respond. I apologize for the inconvenience, and on behalf of our brand

• Initial Complaint

  Date:10/31/2024

  Type:Product 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 Wednesday, October 30th, my wife and I went to an LJS store in Azle, Texas that shares space with Kentucky Fried chicken store ********. I ordered 2 chicken planks with an extra piece of chicken. I have recently noticed that the chicken planks are much much smaller than usual and I think I have been charged too much ($10.98). Chicken planks size have been a recurring problem on my last few visits. I would have reported this to LJS directly, however they do not recognize this store on their site

  Business Response

  Date: 10/31/2024

  We will forward your concerns to the KFC Customer service area, and they will respond to you shortly regarding the problems you encountered. Have a great day!!!

  Customer Answer

  Date: 10/31/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  LONG JOHN SILVER is just passing off their supply issue to KFC. LJS supplies the chicken planks that are too small

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/31/2024

  I will make corrections to the customer concerns you sent earlier with this information so you can get the correct customer service resolution. Sorry for the inconvenience. 

• Initial Complaint

  Date:10/31/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 placed an online order of $41 on 10/28/24 0745pm. When I arrived at the store, the store light was off except the drive through. I waiting for a while to get to the window and my order is not ready as promised per app. I then waited for a while for them to get my order ready. When I got home and found that my order is not complete and missing 2 items. I called the store few times with no answer. I called 2 days in a rolled with no one answer the phone. The store is across town from where I live. I finally head over to the store and the employee told me they cannot help me. This is unacceptable. Not only the food I got is nasty because they drench in nasty old grease, missing items on my other, and there are no way to file a complaint or talk to customer service.

  Business Response

  Date: 10/31/2024

  We here at LJS are saddened that your experience with us at this location was unpleasant. I have forwarded your customer experience to our Customer Care group and you should expect to hear from someone within the next couple of days. Please accept this apology on behalf of our brand. 

  Customer Answer

  Date: 11/03/2024

  
  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,    **** **** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.