Jack in the Box — Restaurant in Washington

WORST pickup experience of my life. I placed a mobile pickup order around 2:45AM on 5/25/22 and made sure to hit the prepare now button on my way to the location. I prefer ordering online, simply for the convenience of having food ready by the time I get there. And up until today have had no prior issues with it. When I arrived, there was no one else waiting in the drive-thru. I pulled up and presented the name for my order. Then, there was a brief moment of silence. The person returned and I was told that they were unable to locate both the name and order in their system. Um, what??? I had already been charged for the order. Confirmation email, everything. The money was taken from my account. I explained the situation over the speaker box and they asked me to pull up to the window. There I proceeded to show them the order receipt and details on my phone. All of which showed my Order ID, the contents of the order, the correct store address, and proof that it had already been paid for. They took my phone and began scrolling through their monitors, looking back at my phone, scrolling again, discussing over it with each other for a longg time before handing it back to me. Only to tell me that they had gotten my order, and that I should pull back around the store as there were new cars approaching. Feeling slightly relieved, I looped back around the drive-thru again and began waiting. I pulled up to the window once more, and suddenly now they’re telling me that they never received my order??? why tell me you even had it in the first place?? I start getting very obviously frustrated, and the lady starts slowly picking up an attitude. What was meant to be a quick visit, turned into an absolute NIGHTMARE.

I repeated the name and details of my order again, that in this moment, had already been placed and PAID for, over 30 minutes ago now. The lady then begins practically arguing with me over this order. I asked if they were able to atleast look up the Order ID from my receipt, and she stated that she absolutely could not. Again… what??? I’ve worked in several different fast food & restaurant establishments before, and all of the systems that they make you use allows you the option to be able to lookup a customer name, ID, or literally anything that could help you identify their order, as to resolve circumstances like this. Either she was refusing to cooperate with me any further, or their system was truly, severely disorganized. The initial excuse seemed unlikely. She then tells me to park on the side of the building I’m guessing to search for my order again. Severely irritated, I agree. I park and begin waiting…. waiting… and waiting. Later, I noticed that there were no longer cars in the drive-thru and the employees seemed to be walking around inside. At this point, I had already wasted 50 minutes of my time and was growing increasingly hungry. I was tired, and just wanted my food. I pull back into the drive-thru for the THIRD time now after placing my mobile order one last time. I reach the box. She tells me to pull forward. And as I sat there at the window, I watched as my order seamlessly popped up onto the monitor, and prints out right infront of my eyes, no issues. Which leads me to believe my initial order had actually gone through the 1st time around, and that I had paid again for no reason. What could’ve happened earlier during that time for things to have been handled SO poorly?

It’s now 3:45AM. It took 1 hour, 3 TIMES in the drive-thru, and me paying for my whole order TWICE, for them to finally give me my food. This isn’t the first time I’ve been to this location. And granted, when a restaurant forgets my order or messes up my food somehow I’m normally pretty chill and understanding about it. However, this visit was beyond anything I had ever experienced. I’m extremely disappointed, fed up, and completely put off from ever wanting to return. I was not expecting to have to contact somebody for a refund tonight. This was an absolute, horrible...

My order was a 5 piece chicken strip with ranch and sweet and sour sauce. My chicken strips were chewy and obviously fried in oil that was over due for a changing. I usually go to the store that is next to Fred Meyers recently changed their hours to have a closing time at midnight. I usually sobnot depart my friend's residence till 1 am when we are done with our weekly Magic the Gathering game so I do not arrive at the store by Fred Myers till around 1:30 - 2:00 am so when I went to the usually open store only to find it closed with new hours that meant I had to drive about 3 miles out of my way to the north lynwood area ( the exact opposite of my intended path to my home that is 135 miles away from my friends residence it added unnecessary travel time to a already long travel plan which now involved being hungry and as a result negatively impacted my ability to drive causing one of my passengers to have to take over driving duties as I developed a migraine and a upset stomach from said chicken strips. The aforementioned store near Fred Myers has recieved very high ratings from me on several of my trips so I'm disappointed and disheartened by the fact that I got such a negative experience from the store I was forced to be a patron of last night because I do not enjoy any other fast food restaurants that are open at that hour and now I will no longer have the option of eating a Hot meal but instead must rely on whatever I can in a gas station. If I could give ZERO stars, I would most definitely do so. I have been a patron of Jack in the box since freshman year of high-school and I have tried every store from Cenrtralia to Bellingham on the I 5 corridor so I know exactly which stores are at the top of there game and this one is ranked pretty close to the bottom of the score board. Will not be recommending to anyone as of now. However, next week, I will try 1 more time. If that proves to be a failure, then I will be very dissatisfied. If it turns out to be positive experience, then the score I gave it...

I went here after work for a quick bite, I don't usally go to this one but I said hey why not.. very disappointed. They gave me the wrong burger, and I'm gonna post a picture of this new bacon burger... is this really what your advertising?? Plus if you arnt still making the girl scout cookie shake... you should probably take down the 3 signs you have advertising it.... no care at all for my order. Will never go back. Probably won't go back to any of them at this point....on going consistency of problems whenever I go to any jack in the box, and there is no customer service... would it hurt you to say hi when we get to the window or just give me card is your response you train people to say. Seems like no one even cares.

Update. When I see reply from owner please review us on our website.. yea... you don't care your not doing anything other than offer me free food when I just want the quality and guest care that everyone deserves and appreciates. I work in the restaurant industrie. Your lack of care and your lack on fixing things with your staff and the quality of food. I've seen the same response on every review and the same message. I will not be going back to Jack in the box. I'm scared to even think of the cleanliness and and efforts they do to clean the kitchen. Every interaction from the point of ordering to the point of contact getting your food, your employees don't care about contact of the customers, how bad is the cleanliness of your establishment at this point, if you don't show you care upfront.... then you don't care about anything happening behind the...