Restaurants
Carl's JrThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Carl's Jr's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/26/2024
Type:Billing IssuesStatus: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 placed an order on Dec 9, 2024 on ***************************** and my order was delivered somewhere else. I called them to get resolution twice, each time they tell me someone will get back to me but absolutely no one is getting back to me Ive been waiting for weeks.Business Response
Date: 12/26/2024
Hello,
Sorry for the inconvenience. We have contacted the guest and have resolved the issue.
Thank you,
Initial Complaint
Date:11/27/2023
Type:Delivery IssuesStatus: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 11/17/2023 I had ordered breakfast on the Carl's Jr. app. When I went to the window to get my order she stated she did not see my order and that I needed to wait until the time (it said 8:35 AM pick up it was 8:32AM.) I left the drive thru and came back. She said she still did not see the order and that her manager was not answering. She gave me her managers number and I called and she didn't answer. After about 10 minutes I canceled the order. The manager called me and basically said it was my fault for canceling the order. I explained to her that her employee refused to help me even with the confirmation number. She assured me since they never got the order I would not be charged. I was charged and they took my reward stars that I used and I have been trying to EMAIL and CALL corporate since to get my money and stars back. I have not received any type of communication back from ***************************** you try and call they tell you to fill out some form and I finally had to call my bank and dispute the charges on my account. All of this for under $10 dollars is absolutely ridiculous.Customer Answer
Date: 11/27/2023
Hello! I was asked to respond with the address and phone number of the place in question.
Its ****************************************** *********************************** ********* ** 89145
Phone: ************
Managers Phone number *******: ************
I wanted to also say this transaction actually happened on 11/16 not 11/17 that is just when they took the money out of my bank.
Business Response
Date: 11/27/2023
Please see the attached order detail showing the order was placed and failed and on the same day the amount that was paid with the credit card was refunded.Business Response
Date: 11/29/2023
BusinessMost Recent MessageDate Sent: 11/27/2023 6:18:48 PM
Please see the attached order detail showing the order was placed and failed and on the same day the amount that was paid with the credit card was refunded.Customer Answer
Date: 11/29/2023
Complaint: 20911986
I am rejecting this response because:Yes the amount of the food was refunded after I put in a dispute with my bank. I had to call my bank to dispute the charges because your company would not return any of my calls or emails or texts and after a week I finally called my bank and had them refund the money. The issue is that I had to go through that and even do this before someone would even respond to me. I also used 300 reward stars and were never credited them back to my account.
**************************************************Business Response
Date: 11/30/2023
Hello,
As you can see from the attached order receipt the order was charged and refunded within 1 min of the original charge. Our credit card processer shows the same information we are showing no disputes for this charge as it was already refunded on the day of the order. As for the stars, we have no ability to add stars back onto the loyalty, this has to be done thru the app which is managed by another company. As the order was failed all loyalty points should have been added back to the customer's loyalty account.
Business Response
Date: 11/30/2023
BusinessMost Recent MessageDate Sent: 11/30/2023 3:41:33 PMHello,
As you can see from the attached order receipt the order was charged and refunded within 1 min of the original charge. Our credit card processer shows the same information we are showing no disputes for this charge as it was already refunded on the day of the order. As for the stars, we have no ability to add stars back onto the loyalty, this has to be done thru the app which is managed by another company. As the order was failed all loyalty points should have been added back to the customer's loyalty account.
Customer Answer
Date: 11/30/2023
Complaint: 20911986
I am rejecting this response because:As you can see clearly I ordered this on November 15th. It took out of my bank on the 17th. I finally called on the 21st and had the charges reversed by *****. You can tell it was by chase and not your company because there is a reversal claim number. You clearly did not refund me. The fact that you wont even call the customer or respond to emails when you are clearly wrong and arguing saying you did something you didnt is MIND blowing. The fact that you did not once apologize, respond to any of my attempts to get this matter resolved. The whole situation shouldn't have happened in the first place. Please stop pretending that you guys did something to fix the problem when you CLEARLY did not.
**************************************************Customer Answer
Date: 11/30/2023
please also see report from my bank showing I disputed the charges and they did not refund me.Business Response
Date: 12/19/2023
Hello ********,
We apologize for the issues you had with receiving your food and refund for the order you placed. We would like the opportunity to resolve the issue, we have called a left messages for you at the phone number provided if you could please return our calls we can try to make this right.
Thank you,
Initial Complaint
Date:12/14/2022
Type:Customer Service IssuesStatus: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.
went to this location this 12/13, asked to use the restroom, first they told me they lost the key to the men's room, when I told them I really needed to go and asked to use the ladies room since it was locked, they told me that both keys were on one chain, they lost them both aNd even employees had to go to the casino across the street. HOW IS THIS EVEN LEGAL!All calls asking for a return call were ignored, when I finally got ahold of a manager she simply hung upon me. When I called back you could hear her tell her employee to "hang up on that f-er' (you fill in the blanks).after that the restaurant simply refused to answer any call and we tried from many different numbers.i called another location, was given the number of the general manager from the area, the manager there said she was communicating with her by text as we spoke. guess what - she ignored every call of mine and never called back.I will be reporting this location to every single health organization the ***************, their corporate website allows you to 'contact us' but when you use this feature and click the submit button NOTHING happens and i have tried with 3 browsers so evidentially this is par for the course for Car's Jr and acceptable by everyone right up to their president, their motto must be "screw the customer as long as we make our money".I guess when I walked in at 10:30am and there were only 2 employees in total for the entire restaurant in ********* I should have known to run.Customer Answer
Date: 12/14/2022
The location is ********************************************. After talking to someone there today the person who identified herself as the manager last night was not only NOT a manager, but they have no one who works there by that name. She also stated they have been waiting days for corporate to send someone to unlock the bathroom doors and hope to have them unlocked next week. THEY SERVE FOOD THIS IS A MAJOR HEALTH CODE ISSUE/violation.Business Response
Date: 12/14/2022
Good morning, to whom it may concern I all ready talk to ***** about this incident and apologize for this problem. I also follow up with my team at the location and make them understand that our guest are#1 priority.
Best regards,
**************
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