Jimmy John's — Restaurant in Ellensburg

Dear Jimmy John’s Team,

I want to start by saying that I’ve been a loyal fan of Jimmy John’s for years and have always had great experiences—especially with your catering service, which I’ve used many times for work meetings. However, I recently had a very disappointing experience that I feel compelled to share.

On 6/22/2025, I placed a catering order online to be picked up at 11:00 AM on 6/28/2025 for my brother’s celebration of life, which was scheduled to begin at noon. I arrived early that morning and was told, “We had a lot of catering orders come in today and we are really busy.” I understood and said it was fine as long as my order was ready by 11:00 AM.

Unfortunately, when I returned at 11:00, my order was far from ready. The environment was chaotic and disorganized. I watched as two employees slowly prepped the order, cutting the sandwiches into thirds and then comparing the sizes—handling them in a way that did not inspire confidence in the presentation or hygiene. I’ve included a photo to show the poor presentation.

By 11:20, I expressed again that I needed my order. I offered to cut the sandwiches myself to save time. At that point, an employee placed seven sandwiches in the box (I had ordered ten) and said, “Here ya go.” When I asked if all ten were in the box, he replied “Yep,” but there were clearly only seven. I had to wait again for the remaining three to be made, and they were thrown together carelessly with meat and cheese sloppily placed on the bread.

I had specifically requested no mayo on any of the sandwiches, but all of them had mayo. The presentation was poor, with chunks of lettuce and tomato stuck to the box. The sandwiches that were cut in-store looked especially unappetizing.

During the process, a woman (who never identified herself) briefly apologized and offered to comp something for me. I declined—not out of satisfaction, but because I simply needed to get to the event.

To make matters worse, the store itself was dirty. The floor was filthy, trash cans were overflowing, and there were eleven employees visible with seemingly no direction or leadership among them.

Saying I was disappointed is an understatement. This was a significant event for my family, and I chose Jimmy John’s because I trusted the quality and service. This experience let me down across the board.

I hope you’ll take this feedback seriously and address the staffing, cleanliness, training, and order accuracy at this location. I would appreciate a follow-up...

We stopped in here on a road trip back home, knowing we would be stuck in weekend traffic and to have something to eat on the road. They were busy at the time so it took awhile for the cashier to get to us. Not a worry- But, as we were finally at the Cashier he said, "I'm being told we're all out of French Bread." We pointed out the loaves clearly behind him. He said that they could only offer us Wheat bread or lettuce wraps. Super disappointing as we were both looking to get the French Bread. We assumed between the drive thru and the other customers waiting in store they would in fact run out of french bread by the time they got to us- nope. Still loaves and loaves of French Bread. I asked the guy making our sandwiches, "Excuse me, but what about all that French Bread there? Couldn't we have that with our sandwiches?" He looked confused looked to the female who seemed to be "running things" and without even acknowledging us she said to him, "We're saving this bread for online orders and call ins!" How completely RUDE. We're here in person right now- and you're saying your saving it for orders- THAT HAVEN'T EVEN BEEN PLACED YET?!? Ugh. Will never return to this location. If you're in the area do yourself a favor and go to 1201 Bagels instead. Much better food and customer service there. The only reason we didn't go there is cause they...

I really love Jimmy John's, especially this location. I come to Ellensburg a few times a month for work, and getting JJ's after is my reward. Their staff is friendly and just overall awesome every single time I come in. Even when I have questions, they're knowledgeable and never make me feel like a pain. The food is great, too, and it's been perfect without errors EVERY SINGLE TIME (take that, McDonald's! 🤣). Today topped the cake though. I ordered online to be ready 15 minutes after they opened. I called when I got off work to ask if they hadn't made mine yet, could they cut my giant sandwich into 4 instead of just in half. They had it done already, just 5 minutes after opening, but they offered to unwrap it and cut it. I told them it was totally okay, I didn't want to make more work for them. I then picked up my food and made the hour drive home. When I unwrapped my sandwich, I realized they still cut it into 4. I know that in working in fast food, everything is a rush, so the fact I told them it was okay (and meant it), and they still stopped to unwrap, cut it, and rewrap it for me meant a lot.

You guys really deserve all the stars. Your hard work and effort are definitely noticed and appreciated. I'm always a happy...