05/09/2013Provided by YP.com
I have a VERY long rant about Jimmy John's. Would you like to read it? (I already posted this on their Facebook page, but thought my friends might enjoy it, too.)
NEVER. AGAIN. Will I order Jimmy John's. Placed an online order today at 1130am, only to be called at 1234pm by the store (Belton, MO. 810 E. North Ave.) stating that they received a call from their corporate office that the online ordering was malfunctioning, so they needed to take my order over the phone since I had already been charged. So, I gave them my order specifically, how I wanted my sandwich (#4 on wheat, add bacon, tomato and mustard only) what sides I ordered (chips, pickle and cookie) and what size and kind of drink I ordered (LARGE Diet Coke). At 115pm (almost 2 HOURS after my initial order), the driver shows up to deliver my order and tells me I need to pay. I explained to her that I placed an online order, and that I had already been charged, and it was verified by the manager. Once she had left, I looked at my order and nothing was right about it. My bread was wrong, my toppings were wrong, I was missing my pickle and received a medium instead of a large drink. So I called to speak with the manager again (Matthew). I asked him to read my order back that I had placed. He read the incorrect information, and I asked him where he had gotten that from and he said the online order. I asked him how he could have gotten that since he had to call me to get my online order, since that service was down. He stuttered a few times, tried reading his own handwriting, and had most of the order right, minus the sandwich. I told him that I had not received the pickle and my large drink was a medium, and asked him to refund my order price rather than attempt to fix anything at this point, since it had been so long. He flustered his words, tried to argue with me, and ultimately blamed the whole situation on AT&T (Why? I have no idea). So I asked him what they had to do with him personally messing up my sandwich order, and he didn't have an answer to that.
I promptly ended that call and immediately called the corporate office, and spoke to a representative in the complaints department. They took down my information, and said they would pass this on to a regional manager who would call me back. About 10 minutes later, the regional manager called, who I told the story to once again, and said he would forward this information on to the store owner.
The store owner called me at 139pm, and was rather rude. He said that he'd received an email from the regional manager about some "alleged complaints" that I had against one of his stores. I told him that these were not alleged, and that I was very upset about my order, and all I wanted was a refund. He began by saying that the stores don't give out refunds, only replacement orders. I began to speak, but he interrupted me to say that he wasn't done. So I allowed him to continue on, when he said that refunds weren't issued due to theft and that all they could do was replace my order. He then began to dictate to me his store policies, so I stopped him. I said, "Look, I don't really care what your store policies are. You're the 5th person I've talked to today about a damn sandwich, and all I want is my money back. Is that too much to ask? I don't want excuses, you haven't even bothered to apologize to me (at which point he tried, but I kept talking), all I want is a full refund." He said he would make sure that I would get my refund, and I replied, "And I'll make sure not to order from your store again."
I just wanted to share my crappy experience, so that hopefully someone will read this and either agree, or decide against shopping at the store I ordered from, because this is quite possibly the worst customer experience ever.
On a side note, your corporate complaints and your regional manager were both very nice. Looks like it's just a local problem.