Jimmy John's — Restaurant in Frisco

I’ve never written a bad review because I usually get along with everyone and haven’t had many bad experiences until today.

I went through the drive-thru and ordered two #12 sandwiches with a couple of edits. The woman on the speaker asked for me to repeat my edits, and I asked, “Which number 12?” since I had two of the same number. She rudely repeated “the number 12” without clarifying which one again, and it quickly became clear in her tone she was irritated just by me trying to clarify. So, I calmly repeated the 2 number 12 orders again to make sure they were clear and proceeded to order 2 additional sandwiches.

As I was trying to add on chips, she abruptly cut me off and told me to pull forward—even though I was still mid-sentence placing the rest of my order. When I said, “Just a second, I still have more items,” she snapped, “Chill out.” I replied that I didn’t understand her reply as I was only trying to complete my order and expressed surprise that my business was being treated as a nuisance. After I added three bags of chips, the speaker went silent. I asked politely several times if they got the full order, and finally a male voice responded with a flat “yes.”

When I pulled up, I told the male employee this was some of the rudest drive-thru service I had ever experienced. (Honestly I was confused what was even going on and why so much anger was coming from the drive thru lady.) He admitted she was “in a very bad mood,” and you could tell even he was uncomfortable and annoyed by her. I told him plainly and kindly: this kind of unprofessional behavior will drive customers away. Never once did I raise my voice or use vulgar words. He didn’t argue—he looked tired and seemed like he just didn’t want to deal with her. He said something like, “Man, I don’t know what’s going on with her. I’ve been here 15 hours, and I think the heat is getting to people,” which came off like: yeah, she’s being unreasonable—please just let this go. So I did. I just wanted my food and to get home.

After waiting several minutes, he told me they wouldn’t be fulfilling my order at all. “What?” I asked why, and he gave a vague, sheepish response about a mix-up. “A mix up?” I said, “What about my family waiting at home for this meal and my money?” and he just shrugged: “I don’t know, man. Just come back tomorrow. I’ll cancel your order and it will refund.” I asked if others in line were getting their food and in an embarrassed manner said yes—just not me. That’s when I realized: I was essentially being denied service by the drive thru lady working the sandwich line. She simply didn’t want to make my food, for whatever slight she perceived? I asked for a manager—he didn’t know who it was… but ok. So, I asked for the owner—he said “Erin?”

Only after all this back/forth did the lady magically decide she could make the sandwiches after all. The receipt I got was exactly what I ordered as well. There was no confusion—just attitude and total unprofessional behavior. And when I got home, two of the four sandwiches were completely wrong, so I still lost money and dinner for part of my family.

I cannot overstate how degrading and unprofessional this experience was. Never been treated like this before in my life. I’ve managed employees my whole professional career—I get that people have hard days—but what happened here went beyond that. I was nearly refused service, treated with open hostility, and then handed incorrect food for the final blow. Over what… I’m still very confused. Jimmy John’s, you’ve lost a lifelong customer today. I won’t be returning, and I’ll share my story with everyone I can. Sounds like other patrons have experienced the same rude behavior. Time to consider cleaning house if you want your business to survive at...

First and last time to this location. Their hours of operation on Google AND most importantly the Jimmy John’s app states they open at 9am. I placed my order for drive thru pick up ‘asap pick up’ at 9:49 and arrived at around 9:56 after waiting at the drive thru for 3 minutes with no response I called the store at 9:59 and asked if their drive thru was out of service and if I needed to go inside to pick up my order. The woman that answered said oh that’s cause we open in 1 minute at 10am.

A man then greeted me through the speaker and said my order will take some time since they just opened. I asked him if he was aware the hours of operation stated they open at 9am on the app. He said no body in the store can change that and to call Ryan on Monday (I guess that’s their manager) I told him I will pull up and once handed my order the man explained the hours again and I reiterated their app and Google states they open at 9am.

I said okay well now I know, I’m not the type of person to pull up first minute a business opens I was under the impression this location was open since 9.

I asked him if anyone else has brought this to their attention and he made a snarky response “most people are trying to figure out what to eat for breakfast at this time” I did not appreciate the remark, not everyone works a 9-5 or is off on the weekend or want pancakes for their first meal of the day. I was preemptively getting lunch for moving day but of course that’s beside the point. My “early” visit does not need to be justified. If this place isn’t for “breakfast” then they would open after 11:30 am but that’s not the...

I hope this message finds you well. I would like to address a concern regarding the treatment of delivery drivers when picking up already placed orders.

It is essential that there is no disparity between a customer walking in to place an order and a delivery driver picking up a pre-placed order. Under no circumstances should a driver be told to wait while an order for a walk-in customer is taken and prepared before attending to the pre-placed order. Orders should be fulfilled in the order they were placed.

The current practice wastes the time of delivery drivers, who could potentially lose money on other orders due to the wait for food to be prepared. This treatment is unfair to delivery drivers, who may also be regular or potential future customers. Prioritizing walk-in customers over drivers waiting to pick up pre-placed orders reflects poorly on both the employees and the business practices of the establishment.

Drivers play a vital role in ensuring timely delivery to customers. It is the responsibility of the employees to have the order ready at the scheduled pick-up time and to hand it over promptly upon the driver's arrival. Any delay caused by prioritizing walk-in customers over delivery drivers is unacceptable.

I kindly request that you train your employees to treat delivery drivers with the same respect and urgency as walk-in customers. This adjustment will help ensure a positive experience for all parties involved and maintain the reputation of your establishment.

Thank you for your attention to...