Jack in the Box — Restaurant in Austin

I went through the drive thru and they gave me the food, which took 15 minutes, but ok. I drove home and realized they did not give me the drink, or soy sauce. So I drove back to get the drink, waited another 10 minutes in line (there was 1 car in front of me) and the guy at the window was totally befuddled as to what to do. He was young and probably just started, but come on, just give me the drink so I can get home. Then the girl who initially helped me came and was equally unhelpful, but not because she was young and inexperienced, but because she had no desire to make it right. What the hell, if you work in food service, you need to understand customer service, especially when YOU were the one that created the problem. By this time I pointed out that the food would be cold by the time I got home and was going to ask for a refund, which is totally reasonable after wasting all my time, being hostile and incompetent. I also said I wanted the receipt, which she never gave me, because I wanted to go online to leave them a review, and she declined. She said, with a snotty tone "where's the food?" and I said I would go back and get it. I drove back and got it and drove back for a THIRD time, and there was a line of cars around the parking lot so I walked up to the window and asked the guy in the car if I could hand them the food and he just laughed and said "sure". The people "working" at the window said "where's the receipt?"!!! I reminded her I didn't have it because THEY never gave it to me. Then they just closed the window on me. So I got back in my car and drove to the drive thru. I got in the line at 1:38am. I got to the window at 2:02! More incompetence. The kid didn't know what to do, as the girl who messed the order just stood there in the background and watched! I finally waved her over and told her that there was the food. She did EVERYTHING to try avoiding making it right, including threatening to call the police because I wouldn't drive away after they took my money, gave me a partial order, wouldn't make it right, and wouldn't give me a refund. I told them to please call them, but they didn't. The kid leaned out the window and basically said it was messed up but he didn't know what to do, and the girl just continued to argue with me. When she finally realized that I wasn't leaving without the refund she gave it to me, told me I should have gotten the receipt, and checked the order, which may be true, but I pointed out she should have checked the order (it is her JOB, after all), and give me the receipt. She called me an idiot!!!

Thats the short version, but welcome to jack in the box. Ill never go here again, and you probably shouldn't either but if you do, go through your food, and be sure you get a receipt. And if the mess up your order, just call your card and dispute the charge rather than wasting the time driving back and forth, and waiting in line, not even to mention the aggravation with the extraordinary incompetence and arrogance.

Update: Despite the public reply from jack in the box, they are just replying publicly to save face. Before they even posted their response, I did send this to customer service and, surprise, nothing. No response, no calls. So they have no intention of doing anything, so expect as lousy and incompetent service as I got.

Update: I went back because it was the only thing open late at night. I ordered a chicken teriyaki bowl, which is supposed to be rice, broccoli and chicken. When I got home and looked at it, it was rice, chicken, and a bunch of lettuce , with a handful of grated cheddar cheese. In a teriyaki bowl! This can’t possibly be a new recipe that Jack-in-the-Box decided, because it is awful. After a couple of bites, I threw it out. So the people working there have no idea how to make the items that they’re selling. If you decide to go here, my advice would be before you pull away from the drive up window, open your order up and look at it and make sure it is done...

10.31.2023--UPDATE

The restaurant did smell much better inside than my previous visit. And, it just looks cleaner.

HOWEVER, PLEASE REVIEW YOUR PRICES, THEY'RE WAY TOO HIGH!!! A DAMN CUP OF COFFEE IS ALMOST $3.

THE ONLY THING IS, PLEASE PLEASE TURN DOWN THE VOLUME OF THE RADIO IN THE BATHROOM. IT'S SO LOUD THAT I FEEL LIKE I'M AT A CONCERT.

9.29.2023-UPDATE

On my last visit, the employee didn't even say anything to me until I was about to leave, and the unfortunately, the URINE smell is back. Plus, they still have the portable AC units that do not cool the restaurant. When I talked to an employee about it, she said that this happens every summer, and when an AC repair person comes out, they tell the employees that they have to order a part that can take months to come in. REPLACE THE AC owners!!!

9.20.2023-UPDATE

OWNERS--Please get the AC repaired or replaced. Those portable units you have placed inside of the restaurant are NOT doing a very good job of cooling everything.

I want to emphasize that the employees at this location work very very hard, they are always working with customers or cleaning inside and outside of the restaurant.

I went to the restaurant, and the smell is gone!!! Thank you, Jack In the Box!!!

The AC is out and has apparently been out for two weeks or so. They have portable AC units set up, but it still gets warm inside the restaurant.

They also need to do a deep clean of the restaurant, it smells like urine in the restaurant. Today, I pushed the handle to get out, and some brown gross stuff came off on my hand. The employee did give me an alcohol wipe to clean it off my hand. But I think that all things considered, they need to do a deep clean at least...

The employee in the drive thru was very easy to understand and incredibly friendly. She seemed to truly like her job. That's refreshing to see in a fast food establishment. I ordered a small hamburger without the ketchup and mustard. Instead I requested their Secret Sauce. This is the true test of a Jack in the Box employee. More than half of the time employees have no idea what I'm talking about. But not this time! Double stars simply for that! I arrived during the beginning of the lunch rush and anticipated a long wait (customers know things are made fresh, so it takes a bit longer here to get food as opposed to other chains--an acceptable trade off). But to my surprise, my wait was short. Score! I drove away and checked my food and found my onion rings cooked to perfection and the hamburger made to my specifications. My only complaint is that there was very little Secret Sauce, so much of the burger was dry (see photo) ☹ I will be back though; next time I'll just request extra Secret Sauce and see if that fixes...