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Hungry Jack's

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Hungry Jack’s takes a more personal, local-first approach to customer service while still offering national support channels. The brand encourages customers to raise concerns in-store with a manager first for the fastest fix, and backs this up with an online feedback form, a customer care hotline, email support, and active social media monitoring.

Hungry Jack’s states it aims to resolve most complaints within 48 hours (or up to 72 hours if escalation is needed). Service quality can vary by franchise, but many customers report friendly staff and responsive local owners who take feedback seriously. The overall tone is approachable and customer-first - designed to fix issues quickly and keep your experience positive.

The most common issues customers report include:

• Food quality and temperature problems (cold burgers or chips, messy or poorly assembled items, soggy fries)
• Incorrect or missing items (wrong burger, missing extras, sauces or sides not included)
• Slow service at certain locations, especially drive-thru waits that feel excessive when the store isn’t busy
• Inconsistent staff service (rude, inattentive, or dismissive responses in some stores)
• Restaurant cleanliness concerns (dirty tables, sticky floors, untidy dining areas)
• Value-for-money frustration (prices rising while portions or quality feel inconsistent)
• App or delivery issues (Shake & Win glitches, late or missing third-party delivery orders)

Many of these complaints are store-specific, which means raising the issue promptly (especially with a manager) often leads to a quick resolution.

1) In-store (fastest option)

If you’re still at the restaurant, speak to the manager on duty. Hungry Jack’s encourages this and managers can usually fix issues immediately with a remake, replacement, or on-the-spot remedy.

2) Online feedback form

If you’ve already left, submit your experience via the Hungry Jack’s Online Feedback Form. Include:

• store location
• date and time
• order/receipt details
• what went wrong and your preferred outcome

Most customers receive a response within 48 hours.

3) Customer service phone line

Call 1300 852 326 (Australia) during business hours to speak with the customer care team. This is helpful for urgent or complex issues (billing errors, allergy concerns, repeat problems).

4) Email support

You can email HJ.CustomerService@hungryjacks.com.au with full details and attachments (photos, receipts). This creates a written record and is useful if follow-up is needed.

5) Social media

Hungry Jack’s is active on X (Twitter) and Facebook. Public posts or DMs often prompt a quick response and redirection to email or the feedback form for resolution.

6) Delivery order issues

• Uber Eats / DoorDash orders: contact the delivery app first via in-app support.
• If the issue relates to food preparation, you can also lodge feedback with Hungry Jack’s for follow-up.

Tip: Keep receipts, order IDs, screenshots, and be specific. Clear details speed things up.

Refunds

Hungry Jack’s follows Australian Consumer Law. If you paid for something you didn’t receive, or there’s a major issue with quality or safety, you’re entitled to a refund or replacement. Minor issues are handled case by case, often with a remake or voucher.

For app pre-orders, if an item is unavailable at pickup, you’ll be offered a substitute or a refund for that item. No refund is generally given for failing to collect a paid order.

Returns

There’s no traditional return process for food. Issues are resolved by replacement, refund, or credit rather than returning items.

Cancellations

• Pickup orders (Hungry Jack’s app): There is no simple cancel button. Contact the store or customer care immediately. Refunds aren’t guaranteed once food is prepared.
• Third-party delivery: Cancel through Uber Eats or DoorDash within their allowed window.

Price match

Hungry Jack’s does not price match competitors. Prices may vary by location, but the brand runs its own deals and app offers.

Warranty

No formal warranty applies to food, but consumer guarantees still apply. If the product or service fails to meet acceptable standards, Hungry Jack’s will remedy it.

Delivery (“shipping”)

There’s no traditional shipping policy. Delivery issues are handled via third-party delivery partners, with Hungry Jack’s providing support where food preparation is at fault.