Jimmy John's — Restaurant in Durham

The following is the email I sent regarding my experience with my SRVICE DOG😭💔

Dear Goar Rafiq, I am writing to express my significant disappointment regarding an incident that occurred a few days ago at your location at 4215 University Dr, Durham, NC 27707, involving a manager named Dexter. It has taken me some time to compose this email as the experience was quite distressing. I visited your establishment with my daughter and my certified service dog. Initially, everything was fine during the ordering process. However, when I proceeded toward the restroom, Dexter informed me that my service animal could not accompany me further into the establishment. When I inquired why, he stated he did not want dog hair near the food, which I understand as a general concern, but my dog is a trained and certified service animal. When I attempted to explain this to him, he disregarded my explanation, asking the next person in line to step forward. During my continued attempt to clarify the situation, he stated, "he didn't care," displaying a very rude attitude. I stepped outside to retrieve my service dog's identification. Upon re-entering and attempting to speak with him again, he raised his voice and reiterated that he did not care about my explanation. I speak slow, so every time I tried to talk he repeatedly interrupted me, which was incredibly humiliating in front of other customers. I then requested an email address to submit a complaint. He took several minutes to retrieve a business card. When he handed it to me, he mentioned that the name on the card was not his and that his name was Dexter. I asked him to write his name on the card, and he told me I could do it myself. I was visibly shaking as I reached across the counter to write his name on the card. This experience has been deeply upsetting and emotional for me to recount. Dexter's dismissive and hurtful attitude when I tried to explain my disability and the certification of my service dog, whose ID was readily available, was truly unacceptable. I sincerely hope you will take this matter seriously and consider the impact of his...

Tonight I tried the jimmy johns near 15-501. The restaurant is clean and empty. The workers this evening didn’t have great customer service. The guy making sandwiches never acknowledge me. The woman at the cash register tried to answer me with as few words as possible. No smile. I ordered a giant veggie sandwhich which is over $10 and the sandwhich wasn’t cut. The avacode was barely on my sub and I tasted no vinegar. I asked to get the vinegar on the side but she said that’s not possible but when I asked to put the ranch on the sub she hands me a side container of ranch. I asked for the sub to go and she handed me the sub unbagged. Seriously, terrible customer service. I threw my sub away because it was not what I ordered. Please do not go here unless you like supporting bad customer service. I will never...

I will start by saying I love Jimmy John's. I think they have the best sandwiches and make Subway sandwiches taste like cardboard. But I have had several problems with this location. They often get my sandwich wrong. This has even happened with me in the store, watching them make my sandwich. Also, I order ahead of time and they still take 20 min to make a sandwich. I once called my order in, went to do some shopping, arrived at JJ 25 min later and my sandwich wasn't even started. I have waited an HOUR for delivery. Thats a longer wait than the time it takes for a pizza which has to be cooked.

9th street location has NEVER had either of these issues but its now much further from me than it use to be. So I have to deal with this one...