Jack in the Box — Restaurant in Mission Viejo

Terrible service** Reached out to corporate no reply back. Will not go back and will delete app. This place is near our streaming studio. The last two times we had problems here Two times ago ordered on the app but went inside to pick up even though we selected drive through. The app notified us that it was ready. We went inside informed them of our app order and she said it wasn't done. She was holding it up Because we ordered 2 root beers and they were out. I asked for a refund to my card and she said she could not do that. So she opend the register and handed me cash. I then went next door to DQ and got 2 root beers. Using the cash she gave me. The 2 were cheaper there than jitb, got back and order still not done. Had to wait like 15 minutes. Second time and the worse of all. Ordered on the app again with a drive through pickup. App said ready and went there. Pulled up to the drive through speaker to tell them the pick up order name. I wait some time no one answers. No cars infront and no inside. So I pull up behind a car at the pick up window. I notice it's the workers friends. As they chat away they have no worries about moving. After about 5 minutes they pull into a stall. Im at the pickup window And there is no one inside. I then wait. I see some one after another 3 to 5 minutes and she doesn't acknowledge me. She goes to the other register inside for a order. Then gets soda for them still nothing. She finishes with them then comes to my windows and says what. Not how can I help you. I say im here to pick up an app order. She then goes off on me saying that I have to check in at the speaker, I informed her I was waiting there and no one got on it. She said she did but I left to behind the other car and didn't hear her. So she knew the whole time where I was but wanted to prove some sort of point and torture me. Any ways Im not going to argue with this employee because of what she just pulled with me. So I left, Without my food. As she only wanted to argue not give me the order. I then went to the app email and tried to file a complaint and she page at the end crashed. Then went online and ask jack, filled out everything and got a reply from corporate that they would reach out. And nothing. Ordered on Tuesday and today is Saturday. Still nothing. By the way the employee is the same girl for both problems. Obviously they make it so hard to speak and or have customer service with anyone from an app order. They don't care about you as a customer. And the lost a whole studio staff from now on. Do better Jack in the box.

update 1 week later* Jack in the box reached out on this app Only to save face. They are now asking me to fill out the 15 minute form again. The one that crashed, then went to the main site filled out a complaint they sent me a reply email stating they take this seriously and someone from the team will reach out. Still nothing Jack. Really they are just trying to look like they care on this app. But if they wanted to really reach out they would. Do better Jack if you want the community's money. Practice what you preach. I'll update this again on their lack...

Normally my visits to Jack in the box can be average to poor, mainly service and clean Oli was of facilities. And my scale of cleanliness is based on my 16 years of US Navy food service experience. My experience at this Jack in the Box was outstanding!

The shift leader, I believe his name may have been Luis was outstanding as well as his team. They were friendly and receptive to all the customers. I took about 20 minutes (during my dining time with my family )to observe the team work amongst him and his team and was highly impressed. The food prep area, restrooms and dining facility was spotless and each table was cleaned prompt. The beverage bar was impeccably maintained. Even the sauces was stacked neatly and by type in a row. The pride here was awesome. Many other restaurants and other Jack and the box locations would benefit from the pride...

EDIT 2: Went to go use my voucher today. Drove around back to to find an employee (a line cook possibly) smoking next to the wide open service door that leads to the kitchen. Didn't place an order and drove off. EDIT: Was finally contacted by Corporate to see what happened, a refund was mailed to me in the form of a voucher. ORIGINAL: Absolute trash. Manager was super combative even after she had admitted she was wrong and still refused to refund me for the items that were missing from the order. Submitted multiple inquiries to try and get the money back from these missing items and (not to be funny) have not heard Jack... Would love someone to contact me to get this sorted out, but I am running...