Jack in the Box — Restaurant in Fernley

This restaurant had nice lobby (and back line). Very neat, orderly, well stocked. There was adequate staffing of at least 2 on their back line (grills) with an additional mid line (fryers) and also someone to handle window and bagging of goods right there to offer back up the front register as able. The crew busied working on the one and only family ahead of us (also in the lobby with a to go order). No drive thru traffic but before my families order was completed i estimate maybe 10 people enteres the lobby in 4 different parties. All of us customers seemed happy and hungry. Even with our order hitting the order screen there was not a bit of communication among the team. Dead silenece. Each crew member acted as if they were on day 10 of 20 hr shifts. No hustle at all. Still, none of this would have been an issue had i gotten my dinner.

Once finished with us the enitre lobby of people are now already just waiting in line, having had plenty time to read menu as our order was a very slow process. Each (of 4) in our party ordered a meal deal- to go. The hold up clearly in the extremely slow front ordering process. TIme consumed by numerous times of needing to repeat ourselves. Not to confirm items but rather a general lack of listening skills.

I ordered a large #4 regular (not curly fries) no mayo and a coke.

We had to review the sandwich offered in #4. We had to cover no mayo 3 times (it was still on the sandwich once home). We had review the size of fries i wanted. The style of fry, the size of drink and the flavor of soda (which ?? The soft drinks are self serve / dispenser in lobby). At conclusion of our order we stepped back to allow for next in line to move forward and she with again, no greeting, began with them. No smiles, thank yous or it will be a moment. No have a seat wait for #. Nothing. We had to ask for our drink cups.

Our order was called and it was in 3 bags so we were seeing where what was packed etc to get organized. We found we were short one hamburger and one order of french fries. (Of 4 orders only one was regular vs curly fries. Sandwich wise we all ordered dramatically different items so no mistaking what burger we were short) Still none of this is a problem. I am very calm and smiling. Other customers however had began to tire of the long order process and some were not smiling much now. The process of all 10 orders at least 20 minutes. Family ahead of us still waiting did take interest as to how we were served head of them but they remained seated. The 2 items we were missing were each a part of different meals. Avoiding cold food my family decided to dine in as i waited at the counter. I was very respectful of others peoples needs and understood the process and was simply waiting for maybe one of the other 4 crew members to address me. They all looked at me. They all checked order screen and kept trucking. Not one would make direct eye contact with me. The one taking orders kept glancing at me between patrons but did not address me until she had finished everyones order. She then almost as if i was a bother advised i sit and wait for our order. After serving a couple people i refill my drink. Fries cooking are visisble to me and no straight fries are cooking. She becomes aggitated and tells me ur order has been given to u. Angry now that never asked why i was there at all and having her be rude about my order i explain that i would gladly have explained 30 minutes ago that we are in fact missing 2 items. I tell her the sandwich which has been sitting untouched in its box the whole time. I explain and point if u give me that sandwich and cook my fries we can go. She demands our bags despite my family having already began eating while i was standing at counter. I let her know i was extremely unhappy and please ....just dig thru our sandwiches. Please do...touch our food. I was so angry i left. My man stayed behind for another 10 minutes exiting angry with pnly our cold sandwich. Still no fries. Unfortunately we enjoy the food so we will be back. Hire better. ...

We went to the Jack in the Box in Fernley and they had run out of french fries, curly fries...etc...they said the truck didn't come which I can understand the truck not making it over the mountain (we just had a storm) but that's why they should order extras just in case! The lady did offer substitutions like egg rolls and jalapeno poppers and what not... What they did was charged me full price for those suggested substitutions!!! What they should have done is give me a substitution at no additional charge because they did not have any french fries! !! I tried to call them but they would not answer their phones..so I went over there and mind you this was at 6:30-7 at night and the restaurant was locked up with a sign on the door saying understaffed drive-thru open and the employees family was inside eating!!! They refused to come to the door.. they refused to answer their phone and infact they called the police on me because I sat there and knocked on the door trying to get their attention anyway the management there sucks and whoever is doing the ordering is not taking into consideration the fact that those trucks have to go over that mountain and sometimes that doesn't happen so to be smart order extras just in case it happens again!!! Especially during the winter time!! Unfortunately I live in front of line and there isn't much to...

I ordered through doordash and 2 out of three of us ordered teriyaki bowls. My dasher called me when he got there and informed me that they did not have teriyaki bowls. (Not certain why they would have something available on their menu that they didn't physically have, but I guess that is a precursor for the customer service that was provided.) I asked to be able to swap for chicken tenders and the manager told my dasher that it was not possible and I would have to contact doordash for a refund. At that point, I was going to get one meal for 3 people so I canceled my order. Then I spent 30 minutes with doordash figuring out the refund. I am not sure why the manager would not have allowed us to substitute for chicken tenders when it would have actually costed less. This experience has led me to never want to spend money at any Jack in the Box. What poor customer service they have. The owner should be ashamed. Do not go to Jack in the Box if you expect to have gmdecent...