Jersey Mike's Subs — Restaurant in Florida

Terrible first-time experience with Jersey Mike’s in Port Charlotte. Example after example of total indifference to a customer, from employees at the store to corporate. I wanted to try one of their subs, I’d seen them in ads. This was at the beginning of the lockdown for COVID, and we were supposed to limit all activities. We weren’t supposed to enter restaurants. There was a promo for BOGO, so I thought I’d give it a shot. I wanted to order online and pickup at the curbside. I spent a long time online trying to decide what I’d have for my first sub, and how I would like it prepared. At the end, I filled out the order, entering my credit card information. Received error message that online ordering was temporarily suspended. So I downloaded the app, and did the same thing, going through the whole process, including entering my credit card info. Received error message that ordering through the app was temporarily suspended. So I call the store here in Port Charlotte. No answer, repeatedly (except when I got a busy signal). Strike Three. I gave up. One week later, I happened to be looking at my bank statement, and saw two charges from Jersey Mike’s. They charged me for the orders I was never able to place. I call the store. Of course, there is no answer. Went online, called customer service number. Left message, no reply. Wrote a message through customer service, no reply. After a few days, customer service called me. I explained what happened, and they told me I could only get the refund from the store. So I get in my car and take the trip to the store. I had to enter, against state COVID guidance. Spoke to an employee, who told me I had to talk to the manager. She wasn’t there, so they gave me her card. Also told them I had called them many times, but received no answer. They said they always answer their phone. So I get in contact with the manager, who tells me only corporate/customer service could help me. In other words, no one at Jersey Mike’s could help me. Or showed any desire to. So I had to call my bank to dispute the charges. They credited me, but had to cancel my credit card. Which was a major pain, because I kept getting notices from companies telling me they could not process my payments. After a while, they send me a gift card for $10. Mind you, I had spend many hours trying to place orders, contacting customer service repeatedly, going to the store to try and talk to someone, cancelling my credit card, straightening out accounts and purchases on that card … and they send me a $10 gift card. That amounted to paying me less than $2/hour for my troubles. Well, it was something. But the story doesn’t end there. We still weren’t supposed to enter stores, so I attempt to use the gift card with an online order, and am informed that orders using gift cards cannot be placed online. I call them. No answer, of course. So I write out my order, which was a fairly simple one. A Canco in a Tub, extra tomatoes. And I make another trip to the store, going inside to order a sub (I didn’t want to enter the store; remember we are in the middle of a pandemic). I go sit outside, right in front of the glass door to wait for my sub. Finally, after waiting around 20 minutes, and watching others go in and out, I went inside the store to see if there was a problem with my order. A single sub, extra tomatoes. They told me it had been ready for a while (and had been just sitting on the counter). They told me "they couldn’t bring it out to me". I was sitting right in front of their glass door, in full view, waiting 20 minutes, and they couldn’t somehow tell me my order was ready??? Like maybe crack open the door a bit and let me know? They wanted me to go into their store AGAIN? Remember we weren’t supposed to enter restaurants? And this is the third time I had to enter just to end up with one sub. I’m not “reaching out” to anyone else associated with this business. I have given them many chances, and have been repeatedly...

Went into Jersey Mikes located at 17247 Tammiami Trail in North Port on Saturday 2/18/22 7-730pm. A girl named Hailey who later claimed to be the mngr had been the one slicing meet and putting it on sub breads. My stepdaughter got a regular sized cheessteak sub. My girl and I were planning on getting the exact same type of sub as each other ( turkey sub with same toppings). We didn't realize until after we had seen the regular sized sub sitting behind the counter waiting to get its toppings/condiments that it was not gonna be big enough for us to split. At this time the subs were just sitting up on counter with turkey and cheese waiting to get the toppings (which btw sat for almost 15 min while Hailey and some other girl were talking ) Haley overheard my girl and I discussing getting a bigger sub to split and kept shooting disgruntled and aggravated glares at us. I started to call for her to get her attention but she kept ignoring me and acting as if she didn't hear me. All the while every employee there acknowledged me and even tried getting her attention for me but were also ignored . Finally she acknowledged my request to add another regular sized turkey sub to make it a giant turkey with exact same toppings which she did so begrudgingly after telling me a reg sub would be big enough. At checkout another employee went to charge me for 1 reg cheesesteak and then 1 giant turkey sub. The "mngr" Hailey stopped the cashier and said that im supposed to be charged for 2 regulars. Not 1 giant. I protested and said that they are exact same subs and same size and that I just didn't realize how small a regular being split would be. Therefor I asked to be charged for 1 giant turkey instead of 2 regular turkey which is more than a 4$ price difference. Haley refused to do so and when I asked why she tried to claim that there is twice as much meat on 2 reg subs then on 1 giant sub. I told her this makes absolutely no sense but she said she doesnt make the rules. I realized she was making this up and just more upset that she had to make another sub(which is what she gets paid for). When I got home I called another Jersey Mikes location and told them the situation and they themselves claimed that Hailey was wrong and that if she was a mngr as she said then she would know this. He apologized for her behavior on behalf of Jersey Mikes .. I also called back the Jersey Mikes that same night and low and behold Hailey"the mngr" picked up. She spoke to me in a very condescending way and with an incredibly sparky attitude. I told her that I spoke with another Jimmy Johns and that they do not use twice as much meat in the reg subs as the giant. She proceeded to say it doesn't have extra meat but that 2 reg size subs have 1 extra peice of cheese on it...

A few weeks ago, I stopped in Jersey Mike's in Port Charlotte. My favorite sandwich is the Big Kahuna. I got my order to go. The sandwich came out so fast, I was really surprised.

I paid and took my food home to enjoy. When I opened the sandwich, I then realized why it was ready so quickly at the restaurant... they have given me someone else's sandwich.. a cold, Italian style sandwich. Having already driven home, I ate the sandwich (which was very good by the way), but directly after, I sent a comment via the comments submission page of this sites website giving them a friendly tip that they may need to look into their order accuracy.

Within 24 hours, I had a phone call from the owner of this franchise 'Chris', who apologized for the inaccurate order and assured me that they would be looking into it and to make things right he offered to send some gift cards for free sandwiches.

Fast forward a few weeks and in the mail, I received a letter from the owner thanking me for my time and feedback and as promised, included a couple of gift cards for free sandwiches.

I have no problem when people make mistakes, we're human and nobody is perfect.. but for this attention to wanting to make things right by me, I applaud this business and the owner for stepping up and doing what didn't have to be done but did it anyway. That's pride and integrity in ones endeavors.

I will continue to go to this restaurant (I would have either way) for my occasional Big Kahuna.. in fact because of this act, I will go out of my way to patronize his restaurant because I know the caliber of service he expects to provide and stands behind that expectation when his team falls short.

Kudos to you Chris and continued success in a very competitive business...