Jollibee Customer Care: A Complete, Practical Guide

How to reach Jollibee Customer Care (fastest channels first)

If you are in the Philippines, the quickest way to get real-time help is to call the national hotline at #87000 (from any major mobile network or landline). This is the Jollibee Delivery hotline, but agents can also log customer care concerns, connect you to the relevant store, or file a service recovery request. Expect peak-time queues during lunch (11:30–13:30) and dinner (18:00–20:00); off-peak calls are typically answered faster.

For written cases, use the official web form at https://www.jollibee.com.ph/contact-us. This route is best for attaching photos (e.g., product quality issues, receipts) and for matters that aren’t time-sensitive. You should receive an automated acknowledgment email once submitted. If your concern is about a specific delivery order, you can also use the in-app Help/Support section of the Jollibee app (iOS/Android) to reference your order ID and request a refund or replacement.

• Phone (PH): #87000 — fastest for urgent order issues, missing items, or immediate store escalation.
• Web form (PH): https://www.jollibee.com.ph/contact-us — best for attaching documentation and getting a case number.
• App support: Use the Help/Support menu in the Jollibee app; include order ID, payment method, and photos if applicable.
• Social media (PH): Facebook Messenger at m.me/JollibeePhilippines and official pages @Jollibee — useful for quick triage; you’ll still be asked for order/store details.
• In-restaurant: Ask for the shift manager on duty and log your concern in the store’s incident report; request a reference number.

What Customer Care can resolve (and what to expect)

Customer Care can handle food quality concerns (e.g., temperature, portion size), order inaccuracies (missing or wrong items), delivery experience (delays, rider behavior), payment problems (double charges, failed orders), and store experience feedback (service, cleanliness, queue management). For delivery issues, agents typically coordinate with the originating store; for digital orders, they may also liaise with the payment gateway.

For incorrect or missing items in the Philippines, the standard resolution is either a replacement item sent from the store or a refund to your original payment method. For dine-in and take-out, the store manager usually offers immediate correction or replacement on site. If you paid via card or e-wallet, expect the financial reversal to follow your provider’s timelines (see “Refunds and timelines” below).

Information to prepare before you contact Jollibee

Having complete, accurate details dramatically improves first-contact resolution. Incomplete reports often require call-backs and delay refunds. Before you dial or submit a form, gather the items below and keep photos ready (clear, well-lit, with timestamps if possible).

• Order identifiers: Order ID (from app or receipt), store name and branch code (on the receipt), date and time of purchase, and delivery platform (Jollibee app, hotline, or third-party).
• Payment specifics: Method (cash, credit/debit card, e-wallet), last 4 digits of the card, authorization/reference number on the receipt or app, and amount charged (including delivery fee).
• Issue details: Exact items affected (e.g., 1 pc. Chickenjoy Spicy thigh missing), quantity, observed issue (temperature, packaging, incorrect sides), and when you discovered it.
• Evidence: Clear photos of the receipt, packaging, item(s), and delivery bag/seal if relevant; screenshots for app issues or failed charges.
• Contact info: A reachable mobile number and email address for follow-ups; preferred resolution (replacement or refund) if applicable.

Escalation path if your issue isn’t resolved

If you reported via phone and did not receive a resolution or callback within the advised window, re-contact the same channel and quote your case or reference number. Ask the agent to escalate to the store manager or area manager and to note your preferred outcome. If you reported through the web form, reply to the acknowledgment email with additional details to keep the case thread intact.

For in-restaurant issues that remain unresolved after speaking with the duty manager, request the store’s incident report number and the area manager’s contact schedule. If your case involves potential food safety, flag it explicitly; such cases are typically prioritized and may involve product retrieval for investigation.

Refunds, replacements, and typical timelines

In the Philippines, missing or incorrect items are commonly addressed with either a same-day replacement or a refund to the original payment method. For cash transactions, stores generally process refunds on site or through coordinated arrangements if the customer has already left. For digital payments, the reversal depends on the payment processor: banks usually post reversals within 5–15 banking days; e-wallets and some payment gateways may reflect within 24–72 hours. Keep your receipt and any SMS/app payment confirmations until the refund posts.

If you used a promo voucher or bundle and only part of the order is affected, expect a prorated adjustment rather than a full refund, aligned with the itemized values on the store’s point-of-sale system. If the order was placed via third-party delivery apps, initiate the claim through that app’s Help center as well; Jollibee can support the investigation, but refunds may be released by the third-party platform under its policies.

Data privacy, safety, and scam awareness

Jollibee will not ask for your bank PIN, full card number, or one-time passwords (OTP) over the phone, chat, or email. Only share the last 4 digits of your card when needed to locate a transaction. When submitting documents, redact sensitive fields on receipts or statements, and only upload via official channels (the contact form or in-app support).

Verify that you are interacting with official pages. In the Philippines, use https://www.jollibee.com.ph and the verified “Jollibee Philippines” Facebook page (blue check). Avoid clicking promo links from unofficial pages—common red flags include URLs with misspellings, requests for advance “verification fees,” or unfamiliar payment accounts.

Useful links, store locator, and corporate contact

Philippines consumer site and help: https://www.jollibee.com.ph. Store locator (find branch phone numbers, hours): https://www.jollibee.com.ph/store-locator. For delivery, call #87000 or order via the Jollibee app (available on the Apple App Store and Google Play). Many high-traffic branches operate late or 24 hours, but hours vary by location and city ordinances—check the locator for the latest schedule.

Corporate office (Philippines): Jollibee Foods Corporation, Jollibee Plaza Building, Emerald Avenue, Ortigas Center, Pasig City 1605, Philippines. For formal written correspondence or escalations beyond store level, cite your case number, include all supporting documents, and state the resolution sought. For media or investor relations, refer to the corporate website’s contacts rather than consumer care.

Pro tips for faster resolution

Report issues within 24 hours of receipt—earlier is better for verification and same-day replacements. Keep packaging and the affected items until the case is acknowledged; stores may request photos or retrieval. When calling during peak hours, have your details ready and ask for a case number before ending the call.

Finally, keep communication on a single thread (phone case ID or the original acknowledgment email). This prevents duplicate tickets and ensures your history and evidence are reviewed end-to-end by the same team.

What if I forgot my food at Jollibee?

Please call us as soon as you notice that any food items were not received in your order. You may cancel the missed food before we prepare it, and we will refund the amount to a credit card, cash refund or we will refund you with a store credit.

How to call Jollibee through phone?

CALL #87000, CLICK on JollibeeDelivery.com, or TAP on the new Jollibee App. Pili ka na from 3 easy ways and have all your Jollibee favorites delivered straight to you.

Who is the customer base of Jollibee?

Jollibee’s target market is predominantly families with young children, but it has expanded its reach to millennials and young adults. The brand’s marketing strategy is designed to appeal to the values and aspirations of its target market, emphasizing the importance of family, happiness, and togetherness.

How do I email a Jollibee complaint?

More commonly used way of contact is by email. The best email to contact Jollibee Philippines is [email protected]. 95% of customers use this email address to address their issues and concerns. The best phone number to call Jollibee Philippines is 639229987000.