PepperJack Sandwiches — Restaurant in Brisbane City

Horrible experience - if you're vegan , be very careful of the ordering. They say plant based but it's not. Also, check your order before leaving as they mixed up ours (just lucky my friend was flexitarian) so I didn't get to eat. It was very difficult to find a number to ring them back on but ended up finding one and they did refund. As a vegan, I wouldn't recommend.

There's no way to reply directly to owner responses. I didn't want to go into the finer detail of the mistake they made in the original review to keep it succinct yet helpful but it's clear the owner is trying to put the blame on us than own their mistake, and revise their processes and systems to improve. So this is my 'Response to owner' for the customers who can be bothered to read to get an accurate picture of what happened as clearly they're not ingested in improving their business:

Response to (4): Yes, my review clearly mentions we received a refund. The owner however is insinuating the reason my friend rang them after opening our order at home was about the pesto sandwich when in fact it was about the mistake we found their staff made - giving us someone else's meat sandwich order (so they probably missed out/ got delayed too)!

The owner failed to acknowledge: a) and apologise for the mistake in the order by replacing the second vegan sandwich order (that was accurately selected as 'vegan option' when ordering online) with a meat sandwich (meatballs) with someone else's name on it!

b) for failure to catch the mistake sooner. When I went to pick up the order, I mentioned two vegan sandwiches and your staff explained the pesto had diary cheese. I declined the offer for another. But your staff had the opportunity to check that they got the order correct but they didn't - they had included a meat sandwich for a vegan order!

c) that they didn't offer the refund straightaway. When whoever picked up the phone realised the staff mistake, the offered to replace the meat sandwich that they put mistakenly in our order instead of the vegan sandwich - their offer was for us to drive back again to get it!! We weren't going to drive back to correct a mistake they made.

Response to (1) & (2): my review advised customers if they're vegan to be careful of ordering. As a vegan, when you read plant based sandwich etc. you think it's all 'plant' based and don't think dairy as 'plant' based for obvious reasons. So if there's something like pesto, you think it's plant based cheese. I can accept my part in not reading the finer details. However, most places when they have a plant based burger, sandwich etc. they dont include dairy unless it specifies it's vegetarian. Your online system needs to be updated to clearly delineate between what is and what is not a vegan option, not make it a difficult and convoluted process for customers who could easily interpret otherwise or miss the finer detail. A separate vegan option would easily fix this. You're welcome to take this feedback or not. My review is for the benefit of the customers. I can see that there has been other vegans who've experienced similar unfortunately, so the online system isn't clear enough.

Response to (3): Yes, your staff offered to swap the sandwich without pesto, and yes I refused because I was hungry and in a hurry so wasn't going to wait another 15minutes for a sandwich, may as well make my own that I can guarantee...

They sent a meat sub to vegans and then don't even acknowledge it and on the offensive in their response to a 1-star review...

writing a review after disgusting response to friend (we had made the same order).

At Pepper Jack's sandwiches, Plant based does not mean plant base. This can be testified they had fun sending a non plant based meatball just two weeks ago to a reviewer and did the same with us. we were lucky as we didn't order the plant based meatballs so we thought it was strange. Furthermore they have fun thinking that dairy products is plant base.

On their reply, they suggested that they offered a swap because of a mistake we made (i.e. us confusing plant based which clearly means non-meat but yes to dairy and not food made based on plants). but then it could be also because they sent us a meatball sandwich too which was conveniently ignored on their response. To be clear on this point, on the phone call I had made, the reason I asked for refund was because of the meatball sandwich, not for us confusing plant base with vegan, that's on us.

For them, making a swap means having to drive all the way back to the restaurant and swapping, so if it's their mistake it's your time they'll waste. We had asked if they could deliver and they wouldn't, so what an offer!

I had to dig quite a bit to find their phone number as they won't put it on google nor do they put it on their own website, they forgot to remove it from the email you get when confirming it there so was able to find it there. through it I was able to call.

I can understand mistakes, but trying to place the blame on the client and not owning up to their mistakes on their response. They sent a meat sub to vegans and then don't even acknowledge it and on the offensive in their response to a...

IVE FOUND IT!! There is very little options for good, quality, deli style sandwiches with quality fresh produce. I ordered the New York deli trio. This was delivered through a third party and it was packaged perfectly, nothing was falling out, wrapped tightly. It was huge, and for a price point averaging $20 it was well worth it. I’m excited to try more of the menu! I’m so impressed. Thank you! Your passion to deliver something quality albeit a humble “sandwich” really shows. I love the bread, it resembles a tiger loaf, fresh & crispy but not hard to eat. It was seasoned well, meats were tender and flavourful, salad to meat ratio was spot on and not overpowered by the onion! I really appreciate quality food, and it is by far the best sandwich I’ve ever had! I’m happy to have a spot I can tell people to meet me for lunch and be confident they’ll enjoy it too! Especially since you do offer a good variety of plant based and also vegan options. The chips were also great!...