Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter and I ordered food from Hardees. When we submitted the mobile order, I realized it was set to the wrong location. It did not auto detect my correct location. So I told the manager who said he couldnt do anything about it and wed have to drive to the other location to get our food because there is no way to cancel the order. He said the only way to cancel is to fill out a form on the site. I called the location the order was placed at and they also said they cant cancel my order to fill out the form. So I tried filling out the form but it asked for information I did not have like rewards email and order receipt. The email in the app is a private Apple ID email that is very long and generated by *****. Half of it is not shown and no way to view it all or edit it. So I put in my personal email. The receipt number cant be clicked on to copy paste and its too small to read it to try to type out the long tiny number. There is no phone number to call Hardees or the corporate *********** So my daughter was charged for food we could not pick up to eat. We ran out of time trying to cancel the order and we had to leave to get to our destination on time so we did not get to eat. They need to make it easier to cancel an order on their mobile app. My idea resolution is a refund of the money $18.97 my daughter was charged and for the mobile app to provide an easier way to cancel an order.

  Customer Answer

  Date: 09/17/2024

  I received an email from the company saying they added two $10 gift certificates to my reward account and that these certificates had to be used within 30 days. They did not refund the money we paid. The problem with this is that #1. My daughter used her card to pay for the food that we were unable to receive so giving me gift cards in my reward account does not help her. #2 You cannot use more than one gift card at a time so we have to go back to Hardees twice to get our money back. #3 They have to be used within 30 days so we could end up losing them before we are able to go back to Hardees.
  
  I do not feel this is a reasonable solution. I would like the actual money refunded to the card used to make the purchase rather than the gift cards being added to my account. I would also like them to add a cancel link to the mobile app so this stops happening to people. I have seen other people online say this same thing happened to them, so this is an ongoing issue that they need to fix. Other restaurants will work with you that same day to transfer the order to the correct location, give you your food (we went hungry that night because we had to be somewhere), or they have a cancel link so you can cancel quickly. If there had been a quick cancel link then we would have had time to reorder and eat before our event. Just unacceptable how this is being handled and that it even happened in the first place.

• Initial Complaint

  Date:08/26/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is an issue with Hardees corporate, not a specific restaurant. 

  Customer Answer

  Date: 08/26/2024

  Hardees sent me a promotion for a free DOUBLE Frisco burger and is refusing to honor it. I attempted to contact the company to resolve this and they stopped responding. They also did not give me my birthday reward offer either. I also asked about this twice in my communications with them, and was ignored.

• Initial Complaint

  Date:07/26/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had ordered a *************** with my meal at the Carl's ** location in *************, **. When I tasted my drink I discovered that they gave me a diet ***************. Not a big deal, but I asked them to replace it with the correct drink. The employee at first argued with me that it was the correct soda. Then argued that "that's just how it tastes" as if I've never drank a *************** before in my lifetime. He stormed away and gave me a sample to supposedly prove it, but this time he actually gave me the correct one. This seemed to annoy him more and he ultimately replaced the diet with the regular ***************, but he didn't feel the need to apologize for the mistake or his behavior.It's completely inappropriate behavior so I felt the need to contact ********* about it. I learned that even though I found a customer service phone number online, that they apparently don't staff that phone at all and require all complaints to their website. The response I received from the website was an unapologetic copy and paste response that claimed that someone would contact me. It's been a month as of today and not one attempt has been made to contact me. Clearly Carl's ** is okay with poor customer service on both the store and corporate levels.

  Business Response

  Date: 07/29/2024

  Hello, ****
  
  Thank you for taking the time to share your experiences with us. We're sorry to hear this was your experience and hope to resolve your concern to the best of our ability. Guest are encouraged to provide feedback about their visits on our contact us page. This  helps to ensures we have a clear understanding of your experience and are able to share your thoughts with our teams quickly. We have recorded and shared your concerns with the restaurant leadership team for review and support. We have also submitted an escalation regarding you concern and desire for follow up. While we are unable to guarantee a specific outcome, we would be more than happy to offer a complimentary coupon. For more information please refer to the email we've sent to you. 
  
  

  Customer Answer

  Date: 07/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  While I am still highly disappointed that ********* has decided to not directly address any of my concerns over horrible behavior by their restaurant employee and the ineptitude shown by the lack of a response by their customer service department I will accept their $10 voucher and stop bothering them, as I'm sure is their only intent in offering it.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/02/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered food from ******** mobile app. My food was not delivered to me, and I can't seem to get ******** to return my money. Door dash is who delivered the food I called them 1st. They said they refunded ******** and that ******** would have to refund me my money. But ******** can't be gotten in contact with. I've called the restaurant and the corporate office only to be given the run around with the automated system.

• Initial Complaint

  Date:05/14/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tonight, I tried in vain to buy Hardees and get loyalty points. I have been forced prior to renew my account twice at the ****** IN store. My IPhone had both my email and password saved. I tried in vain three times to enter it. I asked the store clerk how to scan the receipt. He couldnt.I have tried in vain over a dozen times, at ****** IN and Superior WI, stores for months! I have tried it at multiple Hardees stores in vain. I called the corporate offices twice, and on line. They did nothing but ask stupid questions. And ignored me. Making it impossible to get credit for hundreds of dollars of purchases with no customer loyalty ****************************** had too many corporate phone calls and emails, that detailed it in detail.Hardees is telling they are careless about their customers. Or they would not only fixed it. Followed up, and give some kind of credit for there ZERO customer service. Or one attempt to get it.

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Star point aren't working on your receipt I go to carls almost everyday and always not getting star points half the time it doesn't work

  Business Response

  Date: 04/12/2024

  The app and star points are managed by corporate. We have no access to add or adjust any points. The complaint needs to be directed to CKR.com

• Initial Complaint

  Date:04/09/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/6 my husband and I went to a Hardees location here in ** to grab lunch a bit after 11am (******************************************************************************************************************, Order #*****************). Due to ease, I placed an order via the app. Since it was after 11, and lunch items were listed I assumed their lunch window had started. We pull up to the drive through and long story short the employee proceeds to tell us that their lunch doesnt start until 12pm and there is nothing they could do. I then go into the app and cancel the order, there wasnt a confirmation of the cancellation nor did I get any email advising of such. To be on the safe side my husband went into the store just to confirm it was canceled on their end, and the employee still had no idea what to do, but there was nothing they could do. The order was on the screen and the only option was to wait until noon to retrieve it (why they couldnt just make it early for a pleasant customer experience is beyond me, they werent even busy). My husband comes back and I do see that the order amount is showing as pending. I then also go back in the app and the order is now marked completed not canceled which means the store also didnt process it right. Come 4/9 the amount is no longer pending and it posted. The only feedback I was able to do was to submit a Ask a Question form on your website and who knows if I will ever hear back regarding my concern. For a company so large, dont create an app that doesnt have common functionalities. Every other fast food chain has systems in place for this issue. Youre taking customers money and its not okay. I now have to file a dispute with my bank and hope they honor my request because your cancellation process is horrid. Yes it was only $30, but what if that was my last $30 until pay day? Truly unfortunate

  Business Response

  Date: 05/01/2024

  Thank you for reaching out to CKR Guest Relations Team. 
  
  Your concerns have been forwarded to the restaurant's leadership team for follow up.

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21549221
  
  I am rejecting this response because:

  I will not close this case until proper follow up is had.

  Sincerely,
  
  ******************************************

  Customer Answer

  Date: 05/13/2024

  How is this request being closed in good faith if the issue hasnt been resolved?

  Im seeking follow up from the business, which I still havent received.

  Customer Answer

  Date: 05/23/2024

  How is this request being closed in good faith if the issue hasnt been resolved?

  Im seeking follow up from the business, which I still havent received.

• Initial Complaint

  Date:03/29/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last Saturday I went to the Carls Jr #******* at ************************************************************** with a listed phone number of ************.My order number for my visit on 3-23-24 at 9:28am is 272252.I had ordered 2 Western Combos & 1 loaded breakfast burrito.When my wife ate the burrito the next day at work she told me that there was hardly any meat at all inside,mostly onions,& cheese with no potatoes or salsa inside indicating a very dry and very small portion burrito for $5.99.I contacted the Carls Jr website & got a reponse back indicating to speak to a *************************** whether he is a manager or supervisor and was told to contact ************.I tried calling on ************************* 3-30-24 & not 1 manager or supervisor contacted me regarding this matter.I feel that the phone number provided was not a real number & only fake since no one answers when I try to call & just goes to voice mail.Even leaving voice mails no one returns my phone calls at all showing they just dont care at all for customer related problems & no attempt to reach me to resolve the matter which to me is very unprofessional,poor communication & poor training & only concerned for store profits.******* from the customer service office was attempting to get someone to reach out to me and as of this e-mail no one has.

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered 2 large famous stars with cheese meals with heavy heavy pickles on March 18th 2024 around 6:59 pm. Male Employee with tattoos on his face who says his name was **** at the ************************************************************* was pacing and acting strange. Was acting like he was high on some sort of stimulant. When we got our food he didn't give us our drinks. We had to keep asking him before he finaly gave us our drink cups. He continued to pace from the front to the back constantly while he was making our food as if he was doing something wrong. He gave us our burgers and fries and we had to keep asking him for our drink cups. He finally gave them to us and we checked the burgers to see if they were made right. They weren't as they had hardly any pickles on the sandwich. We asked for him to give us a large side of pickles because the burgers were ordered with heavy heavy pickles. He refused and then started yelling at us that he isn't going to do anything for us. We kept telling him he needs to give us the food we ordered and he then told us he will only give us a couple tiny sides. He asked the other employee to make the sides and they were put on the order rack in the front out of reach to us. The employee continued to pace back and forth as we told him our pickles were "right there" and he just continued to ignore us pacing back in forth past our sides. He then started screaming at us that we weren't his boss.We respectfully told him that we were considering that we're paying customers and he was refusing to give us what we ordered. We got to the car and noticed our fries were cold and after the experience and his behavior as well as what appeared to be drugged out behavior we were afraid to eat our burgers because we thought he tampered with them so we threw it away.

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was at the drive thru at ***************** **************, ** ***** and the young lady by the of ******* took my order. SHE WAS VERY RUDE TO ME!!!!! I will not be going to back to no Hardees due to her RUDENESS!!! Ive been going to this Hardees for yrs. She needs to get herself and attitude together!!!!! This is zero tolerance, if she doesnt want to work then find another job!!!!