Jimmy John's — Restaurant in Cary

While picking up a DoorDash order, an employee became upset when I declined to fill a customer’s drink. I politely explained that filling drinks is not within the scope of work for delivery drivers, as it presents liability concerns for both the restaurant and myself, and can potentially violate health code regulations. I emphasized that drivers are outside third parties and should not be involved in food preparation.

The employee stated it was a requirement for DoorDash orders and said he would make an exception “this one time.” I respectfully reiterated that the best practice is for the restaurant to confirm procedures directly with their corporate office and DoorDash. I also noted that I had previously addressed a similar situation with another restaurant, which was later clarified through DoorDash support.

Clarification of Responsibilities:

Driver Role: DoorDash drivers are independent couriers. Our responsibility is to pick up completed orders and deliver them to the customer — not to prepare or assemble food.

Restaurant Role: Merchants are contractually obligated to fulfill all items in the order, including drinks.

Health & Liability: In many jurisdictions, it is against health code regulations for non-employees to handle food or beverage preparation. If a driver were to fill a drink and something went wrong (contamination, spills, wrong order), both the restaurant and driver could face liability.

DoorDash Policy: DoorDash explicitly advises drivers not to fill drinks under any circumstances. If a restaurant insists, drivers are instructed to refuse and report the issue to DoorDash support.

Exceptions: Some restaurants may provide sealed or pre-filled drinks, or occasionally hand an empty cup to the driver. However, it is never the driver’s responsibility to prepare the beverage.

Recommendation: For smoother operations, restaurants should ensure their staff are aware of this policy to avoid confusion and frustration at pickup. This protects the restaurant, the driver, and the customer while ensuring orders are delivered...

I want to start off by saying that this location is only receiving two stars because the employee making my sandwich actually acknowledged me and said "have a nice day". When I first walked into the store there were two employees standing at the register having a conversation. One employee was faced towards the door and the other was facing away. The one facing towards the door looked at me, looked at the girl she was talking to, and then proceeded to just continue her conversation while I stood there wondering if they even knew I was a customer or if I wasn't allowed to order for some reason unbeknownst to me. After the conversation was finally over the girl who was, I guess, taking my order turned around and stared at me. She didn't greet me in any way, I mean I would have taken a "what do you want" instead of just being stared at, it was awkward. After just deciding that I was going to ignore her lack of customer service I proceeded to order and waited for my total...again, all she did was stare at me. It was the most awkward and painful interaction that I've ever had while ordering a sandwich. I truly felt like I was an inconvenience to this employee. I left in a terrible mood because the lack of customer service. I mean at least have some humanity and interact with me so I, as a customer, know that you're going to take my order or give me my total. I truly felt like I was an inconvenience to these employees and will never return to this establishment even though my sandwich was great. Please educate your staff on how to be kind individuals to...

To begin, I frequently order deliver or visit this location so my experience tonight was very disappointing. Walked-in to order tonight. Sandwich was okay (didn't get the Jimmy mustard I ordered) but the customer service was extremely poor. Gentleman taking my order was courteous. However, the gentleman with the green hair making the sandwiches was less than friendly. My order was taken wrong. I asked for a giant and was given a regular sandwich. Didn't make a big deal out of it because I understand it was hard to hear with the loud music, plexi glass and mask. Told the sandwich maker that I ordered a giant. He requested I get back in line and wasn't apologetic or nice about the request. His response and attitude gave me the sense I was bothering him. I reordered and was charged for another regular sandwich, which is slightly more than ordering just one giant sandwich...second sandwich made had way less meat. Sandwich maker's s attitude was extremely poor. Didn't seem like he wanted to be there tonight. Would have made a fuss about the poor customer service if it wasn't for the guy taking the order. Needless to say, I'll find another restaurant for...