Jack in the Box — Restaurant in Maui

This place needs help. Pulled up to the drive thru and were greeted with, "order when you're ready", we replied with, "ok thank you" as we were deciding what to get. She must not have heard us because a few seconds later she again instructs us to order when ready, again we replied with "ok thank you". She responded, "what do you mean? I haven't taken your order yet" 🤨. We made our selections quickly and ordered. We had to repeat ourselves several times which made me think their speaker system had issues.

When we pull up to the window we found the real issue, the employees were chatting and cackling away. No wonder they couldn't hear us. 🙄 Amid all the laughter (there was a lot) I overheard one employee tell her coworker that they were out of tortillas. My partner had ordered a burrito but, they didn't say anything about it to us so I thought maybe they figured it out.

After over 10 minutes of waiting (even though there had been NO cars in front of us when we got there) we finally are handed our food. SURPRISE! She now informs us that they had no tortillas and had made my partners burrito on pita bread. 😕 They didn't bother asking if this was okay, they just did it and handed it to us... There was no apology, no acknowledgement of the wait or even the inconvenience of substituting the one thing that makes a burrito a burrito. We didn't make a fuss as we were on a schedule and had to get going.

As we drove off we see that the drive thru line had grown significantly since they were so slow to get our order out. I wanted to go back and warn the others to pull out and not bother. We had stopped here unexpectedly and wish I would've read the reviews before doing so because it seems this is pretty much how they operate at this location. This unfortunately doesn't seem like a "one off" as other reviewers pointed out, this location can't be categorized as fast food.

I understand that many restaurants are short staffed due to the pandemic and that there are also supply issues. Every restaurant we've been to on the island has had an abundance of tortillas. Tortillas have a long shelf life so the issues at this place are beyond the line staff and likely extend to management or whoever is ordering supplies. There is absolutely no reason they should've run out. I tend to give places the benefit of the doubt when I find something unsatisfactory but, the shortcomings here were just beyond anything I've ever experienced anywhere. I've worked fast food and a drive thru, I know it's not easy but, I would hardly describe what the employees here were doing as working. Do not go here, go to a sit down restaurant instead. You'll likely wait about the same amount of time some people have spent in...

This is Maui's first JITB that was renovated a few years ago.

ATMOSPHERE: The inside is clean. The drive thru is open 24 hours.

FOOD: Ultimate Cheeseburger I always feel so guilty when eating this. It's pretty much the size of a DQP from McD's but tastes worlds better. And with curly fries? OMG.

Sourdough Jack This is the only other burger I order besides the UC. Its a bit smaller and has a unique taste with the sourdough bread.

Portobello Mushroom Buttery Jack I HAD to try this after seeing the commercial years ago, and it was damn delish! Butter makes everything better. I was surprised that the mushrooms were fresh and tasty, as was the Swiss cheese. I always opt for curly fries but I think the regular fries would go better with this burger.

Jumbo Jack with Cheese This is my alternative to the Ultimate Cheeseburger when I need a small snack. It's a single patty topped with ketchup and mustard, onions, pickles, tomatoes, lettuce, and is just the right size.

Portuguese Sausage, Eggs & Rice Ask anyone in Hawaii, and they'll say that McD's is the place to get this local breakfast platter, as they've been doing it for decades now. So how does JITB's version compare? IMO, it does not. My biggest gripe and pet peeve is that the sausages were sweet. Yuck! I loathe sweet foods unless it's a dessert. The scrambled eggs were definitely real and not of the Egg Beaters variety but, pass.

Hash Brown While it tasted similar to the McD's one, it was slightly larger, and just as crispy.

Ham & Egg Breakfast Pocket After seeing the commercials I had to try it! Unfortunately, the flour tortilla-wrapped finger food was so bland regardless of the salty ham and fake cheese. No sauce/condiments came with it. Pass.

SERVICE: The drive thru can be super slow more so at late night. Staff...

Went to jack in the box kahului Sunday night at 6:50 pm.Got in the drive through and waited to give our order but no one said anything at the order area. I even said hello anybody there our you guys open. Could not reverse out because there were couple cars behind me. After waiting for 15 minutes my wife said I'll just order online so when we get to the window our order will be ready. We'll at 7:15 pm we finally got to the window and the manager older Filipino lady said what you want to order. I tell her my wife ordered it while we were waiting online and paid for it. She looked lost. I told her again. She looked at her register computer and said did you order we r a breakfast platter etc. I said yes. She then yells to the kitchen I need one breakfast platter. We wait for another 15 minutes then she gives us our order then says our ice machine broke so no more ice for the sodas. I then tell her that's okay. She then asked what kind of soda did you order. I tell her one regular coke and one diet coke. She then walks away and comes back hands me the two cups. I ask her which one is the regular and which one is the diet because none signified on the cover. She look confused. Then says this one. I tell her the diet is for a diabetic person that can't have sugar. I then tell her to make new drinks. That was the worst experience ever. Her name tag said manager. I think they should get a new manager. This is not the first time the service was bad and slow but this is the last time I'm going to that jack in a box. Plus they just remodeled the restaurant. Maybe they should hire new employees that match the...