Jimmy John's — Restaurant in Fitchburg

I ordered from the Fish Hatchery location this evening. 40 minutes later I called the location to check on the order as I had not yet received it. I was told by the person on the phone that he didn’t know where the driver was, but the driver had 7 deliveries and my order was among them. I was willing to wait a bit longer. After about 30 minutes, I called the store again approximately 10 minutes after the store closed (I did not realize they closed at 8). I did not receive my food and since the store is closed, they are no longer taking phone calls or receiving voicemails. Now the order tracker states my food has been delivered, which is not the case. I live within a mile of the store and, until now, I have not had a bad experience. Even if there are staffing issues or weather concerns, a phone call letting me know the status would have been appreciated. I ended up calling another store. After speaking to their manager (who was very helpful), I found out that someone else had the same experience...

Two days ago, I had a less than ideal experience with this store. I ordered delivery. Not only did I not get the drink with my combo, but the driver left it outside my workplace for me to find, and did not come in the building. I only found out when a coworker found it outside and brought it to me.

Now, the reason for my 5 star rating is this: I reached out to Jimmy John's about this experience, and the Area Manager for the Madison Jimmy John's location responded to me, apologized for the mistake, and offered me a free combo.

I wasn't looking for free food (though I do appreciate it of course- who wouldn't). I'm also in customer service. I know mistakes get made and not everything has a happy ending, and I appreciate the quick response to me and the effort to make me a satisfied customer. I would whole heartedly recommend this location as well as Jimmy John's locations in Madison in general, now knowing that if a mistake does get made, they will take the time to...

Beware!! I made an online order for a sandwhich. My card got charged and I got an email from Jimmy John's stating that my order was submitted. I waited over 25 minutes and called them to see about my sandwich and was told they never received an order. I told the staff worker that I have an email/receipt that was my order was submitted and I did pay for it.

The staff worker told me that there is nothing he could because he never received a printout of my order. he said the last time this happened, it took over 2-3 hours to get an order. He said the only thing he could do was cancel my order. He tried to get off the phone and never asked me my name, phone number, order number etc...so how was he going to cancel the order?

I ended up filing a dispute with my credit card company and contacting their...