Krystal — Restaurant in Jacksonville

I am writing to express my extreme frustration and disappointment following a severely mishandled pickup experience on June 26, 2025. I placed an online order (#36251993685360640) on krystals.com, scheduled for 10:15 PM EST, to be picked up at the Krystal located at 337 Park Ave, Orange Park, FL 32073 (store JAXF19). Upon arrival, I was informed that my order had already been picked up yet I never received it. I was told a man came inside and stated my name; the staff released the food to him claiming it was an Uber Eats pickup. I was told there was nothing they could do. Despite being the customer who placed the order, the store prioritized a third party without verifying their credentials or confirming via the app, screen , ticket or anything. When I raised my concerns including the fact that I traveled 30 minutes for this order the employee dismissed my frustration and said how would someone be able to say my exact name and nothing was checked i did curse a few times out of frustration but it was in my sentence not me calling the employess names or cursing them directly if that makes sense. I was then told my cursing would not help the situation. I immediately apologized and asked why Krystal lacks safeguards to ensure the correct customer retrieves their order. The employee suggested I cancel and reorder online, but I advise him this wasn’t an option through the website. He insisted his staff had done nothing wrong and that the cashier had truly heard “my name.” Moments later, as i felt defeated and leaving he claimed the order had suddenly appeared on screen!?!. This sequence of shifting stories and a whole scenario given too me was it picked up or not?is unacceptable. It failed basic checks: verifying name, confirming identity, and at minimum checking the order before handing it over. Even more troubling: I left with no confidence I received untouched, hygienic food who knows if the other person mishandled, coughed on, or otherwise contaminated my meal upset that i was a "problem customer". What happened was unacceptable on multiple levels: negligent handling of a paid order, no verification process to prevent mix-ups, dismissive, unprofessional, and de-escalatory staff behavior, cross account confusion (krystals.com vs. Uber Eats) went unchecked. The staff’s contradictory statements indicated to me they were not forthcoming. This experience has severely eroded my trust as a loyal customer who expects reliability, hygiene, and accountability especially when I traveled out of my way this falls far short of...

This location doesn’t even deserve 1 star. The manger on duty at this location told me that I was unable to make two orders at the drive-through that if I order anything everything had to be on one ticket so I said OK I’ll just come inside. there is no sign on the doors or windows indicating the dining room is for food delivery orders only. The door and window signs read, dining room open 6 AM till 9 PM. when I went inside to place my order the manager she refused to give me her name she refused to give me the contact information for the general manager so that I can call and complain. I was inside wanted to place my order she refused to take my order She instructed me to go back through the drive-through to place an order if I wanted to be serviced. When I arrived at the drive-through window I was the only car in the drive-through lane there was no one in the front of me and there was no one behind me once I had to go back around to the drive-through there were seven cars ahead of me and I sat in a drive-through for 45 minutes until it was my turn to get to the window. When I was inside the dining room after her asking me if I was doing a DoorDash or a Uber eats pick up and I said to her no she walked away from the counter went to the drive-through window took three orders left me standing at the counter I ask her are you gonna take my order that’s when again she directed me to go through the drive-through to place my order and I said to her how am I supposed to know that or how are other customers supposed to know that the drive-through is only for food deliveries she says I’m telling you now that is very poor customer service and not to mention it was really filthy in the kitchen area food was all over the floor. I can only imagine how many other customers have driven away without placing an order and how much loss of revenue this location has. Also when I came to the window I paid in cash and the same manager stated to me that she’s unable to give me a receipt because the ink in the printer is not working and printing information on the receipt so I requested to have her hand write her name the store information and my total and my change on the receipt. I sat and waited at the window for about 2mins for this information. While I was sitting at the window she asked me if I can move away from the window I pulled up and now I’m waiting 5 mins on my receipt. The manager on duty refused to provide me her name or a receipt so I left. I really wanted the receipt as...

Let me start by saying if I could rate this establishment 0 stars, I would. I ordered a sackful (12 cheese Krystals add mayo) and party chili tots online through the app. The total was $23 because of the Krystalmas deal. The wait time said 14 minutes. We entered the drive thru line 15 minutes after ordering. The gentleman on the drive thru speaker asked us to move up to the window and order. There were 3 cars ahead of us. We moved up to the window after waiting about 15 minutes in line behind the other cars. We explained that we had ordered online. The boy behind the drive thru window was confused. He asked to see my phone twice to verify the order such we complied with, no problem, we get that fraud is at an all time high and sometimes orders need to be verified that they've been paid for. After waiting another 10 minutes the boy came back to the window and handed us our tots (1/3 filled). We kept sitting there assuming that our sackful was maybe being bagged. He turned to us and said "What else do you need??" To which we responded we were waiting for the rest of the order. Then the boy asked to see my phone a THIRD time and said no we only ordered tots. So we showed him the receipt where it said the tots and the sackful. He then turned and asked his cook to make 12 Krystals with cheese and mayo. MIND YOU we have now been sitting here 30 minutes past the time that the app said our food was ready to be picked up and they were just then making the sliders. The boy asked us to pull into a spot and he would bring our order out. Once we pulled into the spot I saw the old, burned, 1/3 full tots. I wanted a refund for everything at this point but knew they wouldn't honor a refund because they had 0 idea what they were doing inside. We waited another 15 minutes (we are at an hour now total from putting the order in to receiving the burgers) and the boy brought the rest of our meal out. The sliders had no mayo, were cold??? Despite being told they were being made, and thats why we had to wait? And were soggy with stale bread. I was starving at this point and ate one, about 5 minutes later I PUKED from that disgusting food. It's been 30 minutes now and I still feel sick. I wish we had never come to this location and it'll be a long time before I eat Krystals again. We have to now throw away 10 Krystals and the entire tot container and wasted $23 and an hour of our time. I'm not happy at all. I will not return, and I recommend anyone wanting Krystals to avoid...