Jack in the Box — Restaurant in Buellton

Dear Jack in the Box Management,

I am writing to express my deep concern and dissatisfaction regarding the treatment my family and I received during our recent visit to one of your locations (E Hwy Road CA).

Our experience was not only disappointing but also distressing, and I believe it warrants serious attention.

On the evening of 10th July 2025, we arrived at your store at 9:33 PM, well within the stated operating hours (as confirmed later to be until 11:00 PM). However, the cashier on duty informed us inaccurately that the store would close at 10:00 PM and thus refused us dine-in service, insisting we order to-go only. This was the first of several instances of misleading and discriminatory behavior we experienced.

Secondly, we were told that the restroom was already closed and not accessible, even though we were traveling with a 4-year-old child who needed to use the facilities. Denying access to basic hygiene accommodations—particularly for a small child—is unacceptable and potentially a violation of health and safety standards.

Shortly after, the same staff member admonished my aunt because our child was briefly running inside the store. While we understand safety concerns, such rigid and unsympathetic behavior towards a young child is inappropriate and lacking in basic courtesy.

As a result, we were forced to eat outside in freezing weather. It was late, and our child needed to eat, so we had no option but to endure the cold. We were deeply shocked and saddened by this experience.

What is even more troubling is what happened shortly after: • At approximately 10:00 PM, a couple walked in, made a new order, and were allowed to dine inside. • They themselves expressed surprise that the store was open until 11:00 PM and that it was cold outside. • ⁠Furthermore, they were apparently given access to the restroom, as they later shared the door passkey with us, allowing us to finally use the facility that had been previously denied to us.

This raises a critical question: Why were we refused access and service that was clearly extended to other customers who arrived later than us?

Such inconsistency in service—particularly against a family with a small child—gives rise to the appearance of discriminatory treatment, whether intentional or not. We were misinformed, denied access to basic amenities, and made to feel unwelcome and excluded.

This kind of treatment does not reflect the values your brand publicly upholds and is certainly not acceptable from a customer service standpoint. As international visitors, we expected at the very least to be treated with respect...

Today, I visited the Jack-in-the-Box in Buellton, California, to grab my favorite sausage and egg croissant sandwich. The drive-through experience started off a bit rocky. The lady at the window seemed like she might be having a bad day. When I handed her my card, she snatched it out of my hand, which I found a bit odd. Still, I chose to be patient and polite, thanking her and wishing her a good day.

However, my experience took a horrifying turn when I opened my sandwich. To my utter shock and disgust, there was feces on the top of my sandwich. I was nearly in tears. I immediately drove back to the restaurant and presented the sandwich to the same lady. I also handed her my receipt and requested a refund.

The lady told me that only the manager could issue a refund. The manager, who was sitting in the lobby, came over to inspect the sandwich. To my dismay, she informed me that she could only offer a replacement sandwich and not a refund. Why would I want another sandwich after such an appalling experience?

I will be reporting this incident to the health board. This is by far the most disgusting and distressing experience I've ever had. Avoid this place...

eat here all the time. Today I came in having to use the bathroom really bad before I ordered my lunch. The cashier was obviously in a bad mood and told me that I needed to order before she gave me the code to the restroom . Her name was Jessica . I don't know if it's because I was a man because I was white because I know if a woman came in there with kids that needed to use the restroom she would have done it for her . Or maybe an old man . Sometimes humans have a restroom emergency have a heart Jessica. There are hundreds of places to use the bathroom in Buellton I was there to eat lunch And it just so happened that I had to Pee really bad. Jessica acts like she's never had to use the bathroom somewhere and how would she like it if they told her to order first . Jessica acts like she's never had to use the bathroom somewhere and how would she like it if they told her she needed to order something before she could use the bathroom. SHAME ON YOU JESSICA there are a bunch of places to eat in that area I will no longer eat at Jack-in-the-Box in Buellton...