Wow! What a change. I decided to give this Jack in the Box another try and I was pleasantly surprised with the changes. I've now come three times and each time the employees have been courteous and accurate with my orders. Management you guys did an awesome job at turning this place around. The inside of the restaurant is clean, food is made to order correctly, and employees have a good attitude. Keep up the good work! Hilo deserves this kind of service. read more

Waited in drive through for 50 minutes for mobile preorder. Order was incorrect. Manager was just walking around but not helping her team to get orders out. Lines of cars was at least 10 cars all waiting the same time. It's extremely poor customer service to have you drive through customers wait almost an hour for 4 tacos!!! Management needs to change to someone who can properly train their team. Never experienced such a bad customer service with other Jack in The Box sites. read more

Bacon & Swiss buttery burger was over reheated because the bread was hard, fries was very cold and hard, we had to go back because, they forgot the drinks. Never going back there again. read more

My order is incorrect almost every time I come to order. Tonight I ordered and paid for a double bacon smash jack combo, 2 orders of mozzarella sticks and I received a single combo and tiny tacos. this is so disappointing read more

Jack in the Box - Incorrect order - Burgers Near Me - Hilo, Hawaii

Waited an hour in the drive thru for 4 to 5 cars ahead of me! The food was cold! The buns were not even grilled. The burger was cold. The bag tore and the food fell out!!! Lunch hour was in the drive thru. Couldn't even eat lunch. Omg. Bad service and bad food and bad bag. read more

If you like waiting over 20 minutes for your meal, then come right in. Mainland Jacks are run so much more efficiently and way faster. Edit to add: I got the wrong sandwich in the munchie meal when I got home. I had to drive all the way back to get it fixed. The ironic part is my remade munchie meal only took 2 minutes to make. read more

Jack in the Box - Wait time - Burgers Near Me - Hilo, Hawaii

Speedy driver thru. Amazing customer service by Lulu and management. Thank you ladies! read more

Jack in the Box - Burgers Near Me - Hilo, Hawaii

Slowest fast food place I've ever been to. Takes 30+minutes at a minimum, and the food is still not good and usually wrong... It's really a shame, I feel bad for the low level workers because management obviously has no idea how to run this place. Owner should stop just responding to complaints with copy/pasted responses and actually train their staff. read more

I'll first start off with Lani at the drive thru window was great. The wait was long but she was pleasant, reassuring and seemed like she needed to work the dine counter and drive thru. Props to her for having a smile and being courteous. Curly fries are always great hot and crispy. The one thing that disappointed me was getting home and realizing I was given the wrong sandwich. It was partly my fault for not checking the order while waiting for the rest of my order. read more

Go to Taco Bell or anywhere else instead. The line here does not move not worth sitting an hour to get my order taken. Send them help or something read more

No fried food because the fryer is so conveniently broken and there is no locks on the bathrooms so thats just great.

Long ass line in the drive through wasn't moving so I park and think hmm maybe I'll go inside.... it's worse I stand waiting to order and they just pass me looking stagnant seriously waited to order for like 15 mins so I spoke up saying is someone gonna work the front, finally she said I'll take your order ordered 2 jalapeño poppers and onion rings.... Another 15 mins and still waiting..... this is ridiculous! Almost 45 mins for just 3 simple items read more

Jack in the Box - Front - Burgers Near Me - Hilo, Hawaii

Stop by grab a quick bite great service and fast. The breakfast sandwich was ok I usually get the sourdough which is much better. I did get a very good macadamia nut ice coffee it was thee best one I've had there so far! Eating area was nice and clean too! read more

night shift sucks and needs to get their shit together. waiting almost a hour for my burger. HIRE NEW PEOPLE

Great service, always. Chill ambiance inside, almost everyone uses the drive thru. Last the food was super hot and freshly made to order. read more

Jack in the Box - Hella good! Tiny Tacos! Monster Tacos! Oreo cookie shake! Jack is best when you know what to order. - Burgers Near Me - Hilo, Hawaii

No service , long lines, kiosk to order, no one to help or answer questions. I know it's hard to find employees. But you'd be better off to just close the doors instead of getting people upset . Won't walk into that storm again. read more

Ordered 5 breakfast jacks, took over 30minutes. Sandwiches looked like they were sat on, very disappointed and never coming back.

Do not come here!! Posting this after waiting over 30 min for food and still haven't received the order. I asked when the food would be done and the staff response was, "everyone else is waiting too." Rude staff and will never be back. Do not come here. It wasn't even busy. read more

I absolutely love this place!! The employees are awesome!! I love the variety so many different items to choose from I never have a problem finding something I want. People complaining about waiting? Why? Order on line like I do and you won't have much of a wait time! This is the best fast food place in town and I don't go anywhere else because they have it all. Thank you everyone for always making my mornings awesome!! Aloha, Scott read more

What happened to Jack in the box in Hilo? Apparently busy because the car line was out to the freeway. So I decided to walk in - BIG MISTAKE! There were lots of employees milling about, but apparently walk ins are second class citizens. A man was waiting - he waited over 24 minutes for his simple order. Everyone inside was waiting.... I order ONE teriyaki chicken bowl and had to wait and wait and wait. The lady inside would make orders and leave them on the counter. A long time later she would go back and them do something with them. I saw her make my order (I guess) and walk away. After waiting a while, I just asked one of the other guys walking around - "can you check on my order"? He took one look and handed me the bag that was lying on the counter for a while. Whatever. Terrible service, too many people milling about and doing nothing. Bad communication. So do drive through because the walk in is terrible. On the plus side, I heard the teriyaki bowl was good! LOL read more

This is the second week we went to order food after doing laundry at 3am and either nobody came to the window to take the order or they said wait time is 30+ minutes while there's literally nobody in the line and 4 employee cars sitting out front. passed by the window while driving out the drive thru and can see the workers just walking around in the back, not doing anything. something needs to change, maybe replace the overnight crew, idk.. losing customers is losing money. it's a fast food place for a reason, nobody wants to sit and wait for our food for over a half hour, if that's what we wanted we'd go to a dine in fancy restaurant. i work in the food service so i know it doesn't take a half hour for any order unless it's rush time maybe, jack in the box however was a ghost town at this time so no excuse. if i could rate 0 stars, that's what it'd be. read more

There's no need for me to leave a long review regarding long wait time in the drive thru and ruse staff over the speaker. I just want to confirm that yep, that was my experience last night around 830pm on 05/10/2025. It was a female working the drive thru if that helps management dial in their employee. I don't live here, so I already won't be returning, but if I was a resident of Hilo, last night would have ended my business. Get it together, Hilo Jack. read more

If I could give zero stars I would. Summary: Stuck in drive-thru for 45+ minutes, cold and soggy food, employees were dismissive and unapologetic Today, my sister and I decided to go through the drive-thru of Jack in the Box to get some curly fries, because as we all know, their curly fries are the best. It took us about 20 minutes to finally get to the speaker box to place our order. Unfortunately, right as we pulled up another car came in behind us, preventing us from backing out. Once we were at the speaker box, we were told that they would take our order once we pulled up to the second window. There were 3 cars in front of us at the time. It took us an additional 25 minutes to get to the second window to place our order. By this time, I was over it, I had lost my appetite due to being stuck in the hot car, but my sister still ordered curly fries. We asked the girl at the window what was going on. Was something broken? Did somebody have a medical emergency in the kithcen or something? The employee simply replied that they are constantly understaffed so it's "always like this". I find it hard to believe the average drive-thru wait time is 45 minutes to an hour. The employees did not apologize to us and seemed more avoidant than anything. Once we started driving away, we tried the curly fries. They were soggy and cold. I definitely don't recommend anybody come here. DO NOT use the drive thru, especially if you have places to be. Jack in the Box corporate needs to inspect this location and fire the manager running this place. I really don't like to be negative, and I wasn't going to leave a poor review just because of the excessive wait time.. but the disappointment of cold and soggy curly fries after waiting 45 minutes in the drive-thru, pushed me to make this review. I was able to keep calm, because I didn't know what was going on and I wanted to give them a chance to explain. There could've been a very reasonable explanation, like a medical emergency, or a grease fire, etc. But because of the attitude of the employee and terrible excuse for what was going on, I felt compelled to share my experience. Sad experience and a very poor representation of Jack in the Box as a whole. read more

An average Jack in the box. Busy as it was lunch time. They seemed to be a little short handed as far as employees. The food took a little while to come out. Staff was busy so you couldn't tell if they were friendly or not. They were doing a good job even though they were short staffed. The tables were dirty someone could clean the dining room. read more

45 minutes for a mobile app order. Only have 3 people working on the weekends. Manager not interacting with customers at all. No hello, no thank you. Just one very frustrated employee that hates his job and complains non stop about it. read more

Horrible staff at the one and only location in Hilo. I've got a handful of times. Everytime worse experience than the next. I've had over an hour of wait time in the drive thru when it wasn't even busy, and after that long wait they handed me the wrong order. The customer service is non existent. After that over an hour wait for my food and received the wrong food. I told the lady and she just started laughing in my face and made me wait another 15 minutes on top of that to get my food. I ordered 1 meal. This is your average experience here. It is the worst possible place you can go in Hilo for fast food. Which really sucks because there are limited options when you live on an island. And the menu has some good items. But with the management and crew they have now. I will never return to this place. Horrible horrible horrible business. read more

Jack in the Box isn't known for quality but the one in Hilo serves up stuff that should never be called food. This taco is so greasy, over cooked and gross it would make me sick to eat it. The shake was fine read more

slippery when wet sign was posted outside the bathrooms stating that floors are wet and slippery. floors were dry, and slippery as if they need to be degreased - very dangerous. we waited in the lobby to be greeted for about 10-15 minutes before we were greeted and 10 minutes later we decided to use the kiosk placing our order at 7:28pm. the kiosk appeared as though it hadn't been cleaned in a while. it appeared as though there were 3 workers prioritizing the drive-thru, and we saw another worker come in and began socializing with another customer. an customer who made an online order came in while we waited and they hadn't prepared his tacos for pick up. we observed workers arguing about training a new employee to make drinks. the counter person stuck her ungloved hand into my cup to pass it to me as if i wanted to drink from her fingertips. i didn't end up getting a drink and shared the other cup with my wife. we received our food at 7:58pm barely warm, every french fry was limp. the gentleman who ordered behind us tried to get the attention of an employee who yelled back at him that she can't help him she is drive thru (asian girl wearing a red sweatshirt). he received his food at 8:07pm. this has literally been the worst food experience i ever had. there are no napkins, every customer has had to walk into the women's bathroom to get paper towels instead. we finished our meal and left at around 8:18pm while the gentleman who ordered behind us continued to wait so he could get some taco sauce. completely ridiculous. we saw many customers enter and leave in frustration. there were literally no clean tables to eat at so we found the "cleanest" one and made due. this is the last time i will ever eat at a jack in the box. read more

Jack was my favorite till I came to this Jack in the Box. They didn't cook the chicken right and it took half an hour to get our order which was one item missing. We ordered the salad but the staff didn't give us read more

I give 0 stars. You folks need more workers. Waiting in the drive through lane for over 35 mins is CRAZY! 2 stars for the employees who do show up and gotta deal with this mess. Jack, do better for this location. There is no support from management especially when it comes to customer face to face. She stuck in the back cooking while the rudest cashier is assisting the customers. He/she is rude as heck, I hope that person is not here anymore. To be sassy to a kupuna or elder is beyond me. Right now, the dine in area is closed "due to staff shortage" per the note in the window. Must do better read more

Arrived to the restaurant after my work , grabbed an order for my wife .... Took almost 40 minutes for the food .... One of the workers looked like he didn't want to be there , from time to time throwing bags in the air , they called my order , still no order.... Got my food almost 7:20 when I arrived 6:40 ..:. Food was great , needs better management and workers read more

Slowest drive thru ever, it's like they can't figure out how to take orders & make orders at the same time. Absolute waste of time, don't even bother. read more

Over an hour in the drive-thru and we haven't even ordered our food yet. They need to fire management. Can say its due to lack of workers. But rubbish mangers make no one want to work there. Start at the top. A drive-thru should not take long ler than a restaurant for "fast" food. read more

Jack in the Box - Stuck 2 cars away from the menu board. 4 away from ordering. 10 away from the window. Here for an hour. - Burgers Near Me - Hilo, Hawaii

Is it still fast food when it takes 30 min of waiting in the drive thru line just to order? Then you get to order and the worker is rude...

they don't do customer service anymore there was a line waiting for someone to come to the counter to take orders for about 10 minutes. all the works see the people standing there they don't say anything than I ask if someone is going to help us and the manager comes from the back and says u need to use the kiosk to order. horrible customer service. the dining area is filthy. none of the tables are wiped the floor has food all over.. dept of health needs to visit this area.. read more

Jack in the Box - tables are filthy - Burgers Near Me - Hilo, Hawaii

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I'm still waiting for a call from Jack in the Box about the terrible service etc. I did get an email asking if the problem was resolved and I said NO. But still waiting. Of course, it was one of those emails that you can't respond to. I also want a refund but can't use Feedback form to request it. Very disappointed.. read more

The food was cold and fries were stale costumer service was absolutely terrible I waited in the drive through for 45 minutes and was treated like crap by the employee handing me my food. I WILL NEVER BE GOING HERE AGAIN. read more

This is absolutely the slowest drive thru I have ever been in and I am writing this review from in the line of cars and we are now at the 47 minute mark. Others are so frustrated, they began honking. This particular location is one of the few places open this late and so I expect a line... but this line is barely crawling. Unfortunately there is no way to escape the line and just eat when we get home. At this point I don't even want the food! I really wish I could call this fast food but it definitely is not. read more

If you don't come for the food come for Kobi. Even though they were pretty busy when my group came in, she went above and beyond in the way she helped us navigate the menu and lit us up with laughs and smiles. read more

It takes a very long time to get your food in the drive through. Door dash drivers do not accept orders. You will be stuck in drive thru for a very long time and will not make any money! read more