Jack in the Box — Restaurant in Salt Lake City

This Jack in the Box location is a complete embarrassment to the brand.

I don’t normally leave reviews, but after tonight—April 18th at approximately 11:10 PM—I feel morally obligated to warn others and hopefully initiate real consequences for the absolutely shameful experience I just had.

First of all, I waited 15 minutes behind ONE car in the drive-thru. Not five. Not ten. Fifteen full minutes—and that car didn’t even end up ordering. That kind of wait time isn’t just bad service; it’s gross negligence.

When I finally got to the window, I calmly asked the guy if I could add a soda to my order—a soda I was going to pay for—and he gave me the most dismissive, smug response: “We can’t add stuff at the window.” Not even sorry, not even let me check, just a flat-out refusal like I was asking for a favor instead of being a paying customer who’d already waited through their disaster of a drive-thru.

Let’s talk about how tone-deaf that is. After making me wait 15 minutes behind a ghost order, you’d think offering a $2 soda would be the bare minimum gesture of decency. Instead, I was met with attitude, zero accountability, and a complete lack of basic customer service training.

And as if that wasn’t enough, I got home only to discover they forgot all my sauces. No ranch. No sweet and sour. Just dry egg rolls and disappointment. At this point, it’s not just incompetence, it’s disrespect.

This isn’t just about a soda or a packet of ranch. It’s about the type of culture this location clearly fosters: one where the staff can’t be bothered to do their jobs, much less treat customers with a shred of courtesy.

Jack in the Box corporate, if you’re reading this: Someone needs to audit this location immediately. There is absolutely no reason customers should be treated like this and no excuse for employees this careless, this rude, and this unprofessional to be wearing...

Jack in the box is a weekly tradition of ours. I’m awe of my recent experience at this location. During our visit, this place wasn’t even that busy. Around 8 vehicles in the drive-through and around 8 customers in the lobby. There wasn’t 1 single employee coming to take customer orders in close to a half an hour. Myself and several other customers ahead of me had to wait 40+ minutes for their food to come out. All small orders. The staff in the back were painfully slow and not moving with any sense of urgency. They also caused 3 food delivery drivers a terribly long wait, costing them time and money. 2 of the orders were sitting there ready but again nobody came to the counter for close to a half hour to greet guests and drivers.

I ordered 2 crispy spicy Jack Wraps and 1 Jr Jumbo Jack. The wraps were discussing, absolutely falling apart and DRENCHED in sauce. Easily 5 times the amount of sauce that is supposed to come on the wraps. Totally ruined the texture and taste. Then the burger also had a ridiculous amount of seasoning/salt. The food was ruined from absolute carelessness. How would you feel having to pay hard earned money, wait that long to only get served crap?

This is only 1 of our 4-5 bad experiences at this location. I get if they are short staffed but this was absolute carelessness. Never witnessed so many upset customers as a whole. People were very upset but still tactful enough to not take it out on the staff members.

Definitely a direct result of bad management at this location. Seems none of their recent reviews over the past two weeks are positive that should tell you something right there. Writing this while enjoying a meal at the West Valley City Jack In The Box. The food here has been phenomenal each time. The service has been equally great. Best part is how fast they are! The other store could learn a lot from...

Super disappointed. In a world that speed matters Jack in the Box is an epic fail. I placed an order thru the app. Getting the app - not hard. Creating a log in - I had to do it twice. Placed my order in the parking lot. It gave me a pick up time. Went thru the drive thru and there were 3 cars ahead of me. Doo ta Doo dooo ta doooo dee dah dah. It felt like I sat in line for 15 minutes but it probably was maybe 12 minutes. The reason I prefer ordering thru the app is so that I don't have to talk to anyone and for it to be ready when I get to the window. The girl asked me if I had a mobile order and my name. ANOTHER 3 MINUTES. I ordered a Junior Jack, Value Fries and Churros. The app asked me if I wanted "sauce" I asked for 4 packets of ketchup. The bag was taped closed so I didn't inspect it before I drove off. The fries were cold, I asked for no sliced onions on the burger. When I got to my destination and opened the bag NO Ketchup, there was onion on my burger but it looked like they saw no onions at the last second and instead of removing all them they left a ring. I asked for REAL Swiss cheese and I can't tell if it's real or processed. The burger was sloppy. Lettuce half off the burger, mustard everywhere, tiny tomato and two pickles. The churros are perfect! Now before you accuse me of being a "Karen" and nit-picky, I am from California. There was one Jack in the Box we would frequent. I know the quality of the food. I don't know if Salt Lake has growing pains cuz it's fairly new here or if it was just Easter Sunday. When you get what you want, the way you want it, and are familiar with the service you EXPECT that. Mmmm not today. I'm not going to scrub Jack in the Box off my fast food list yet. I will give them today....