Jersey Mike's Subs — Restaurant in Atlanta

I placed an app order for pickup at this location yesterday and within 5 minutes they called to tell me they don’t have gluten free bread. So they can’t make 1/2 of my order, ok no problem. I’m use to this, as most places don’t heavily stock GF items, and it’s always a risk eating out. First, the staff member asks me if I want another bread, which clues me into - they didn’t even read my order notes which I state “This is a gluten allergy”. I was told to add this to my notes the first few times I ordered from a JM. I was told this alerts the staff to change gloves and use precautions with contamination to the best of their ability. We know nothing is perfectly GF…. So I asked for a refund and they said okay. No worries. I go to pickup the 2nd order (20 minutes before they close) and all the doors are locked and the staff is cleaning up. They all see me at the door, but don’t try to open it until I tried the 2nd door and started knocking repeatedly. They closed 20 minutes early and wanted to act like I wasn’t standing there. They even turned their back. When I go to get my food, there’s two sandwiches. This confused me, so I confirmed multiple times my sandwich is on gluten free bread, after I was just told they didn’t have it. Yay, I was excited, but every single one of the staff members had a huge attitude. Even when I was asking clarifying questions (because I don’t want to get sick) they acted like they didn’t want to help.

When I told them my name for the pickup order too, they acted as if I hadn’t ordered until the staff member who called me remembered the name and found my food. After I left, I went home to eat my sandwich and they’ve added ingredients onto the sandwich I didn’t request, including cheese, which I am also allergic. I understand mistakes happen, but when I tried to call this morning and get a refund on my sandwich I couldn’t eat - not a single employee picks up the phone. I tried multiple times across a few hours. When it was eventually picked up, nobody was on the other line and it sounded as if it was just set on the counter.

The service is non-existent. While we take risks eating outside of our own homes with allergies, if a company offers precautions for allergies - the staff should be trained about these things and not treat us like we just peed in...

Coming from someone who retired from the Hospitality Industry, this place has had some terrible customer service. Today, their “system” was down, which happens in the business.. The problem I had today was the attitudes of the 2 counter service girls and their manager Terry.

Todays Issues: Safety Sanitation was non existent..

1.)the place just looked filthy. Every touchable surface was disgusting. The 2 girls working the counter were not cleaning, just sitting and watching videos on their phones. (This is a huge health code violation, ppl take their phones in the bathroom and touch their ears on the phone- if you want that in your mouth) To top it off they had attitudes when anyone asked them a question. I told their manager Terry that he should have them cleaning instead of complaining and being on their nasty phones.. They make you wear a mask upon entering which I don’t have a problem with, but the staff should know how to properly wear a mask covering their entire mouth and nose before demanding other wear a mask. They should also be aware that after you touch something dirty and then touch another surface, you have now cross contamination..

Manager Issue: I get that Terry was frustrated that his system was down and was on the phone with IT, been there a million times.. The problem was Terry’s attitude and lack of leadership when I was trying to ask him a question. He felt it was more important to cut me off twice to tell me they are not taking orders. I just had to give him some friendly restaurant advice.. I don’t believe the customer is always right, but you do need to listen to what the customer has to say.. & your staff that we as customers are paying for should be keeping us safe by following the Safety & Sanitation Heath Standards.

What kind of leadership do we have in Hospitality now… As a business you should have a crash kit -(Old Knuckle Buster Credit Card Impress, calculator, Sales Tax Sheet, Pens) I have kept many restaurants open while systems were down with all the items we used 25yrs ago.. Anyways thanks for reading my rant, I have now given up on this Jersey Mikes for good.. Such a shame, but it is what it is..

I would love a follow up response from the store so I could explain all the other issues..

What...

Now this cannot go against the entire staff of jersey mikes, however there was one worker in specific who really went out of her way to make the experience terrible, and her name is Samantha. I didn’t rate the food because I didn’t go in to purchase for myself, however, I was Doordashing and they were extremely busy but I had already picked up somebody else’s food so I went to drop off the existing order so it doesn’t get cold and then returned back to Jersey Mikes to grab the current order. Samantha takes the liberty to go out of her way to demean and belittle me for leaving to drop off somebody else’s food before it gets cold. This in turn causes me to have anxiety, and not want to wait in the restaurant anymore since she was being confrontational. However, I decided to still wait out of respect for the customer. This lead to be futile because the security guard whose name idk decided to tell me I couldn’t park where I was parked even though earlier 5 people were parked there and nobody said a thing. Absolutely horrible experience and in case her name is not actually Samantha, I shall paint a mental picture, she’s shorter, with lip piercings that go through both lips, loud mouth and extremely bad attitude. Impossible to miss, seeing as she will make herself known. I will be contacting jersey mikes directly if I continue to feel bothered by this instance. Absolutely horrendous way to treat people! There’s a wait! So I decided to get the customer their food that was already in my back seat getting colder. If I could give a 0 I would. Will call and check in on...