Jimmy John's — Restaurant in Gainesville

Working in customer service as well as in the healthcare field, customer satisfaction and safety are of the essence. Unfortunately, it appears that these ideals are not of top priority at this location. I e-mailed the following message when asked for feedback regarding my order.

I had placed a mobile order on February 3, one of many that we usually do. I work at the VA Medical Center and Jimmy Johns is a staple in my unit’s lunchtime plans. During one of my commutes home, my wife asked that I pick up some dinner from your 3205 Clark Butler Blvd. Unit 10 location. While the service was relatively slow and wasn’t ready despite it being placed 20-30 minutes prior. That was not an issue, considering I work at the hospital, I understand the current COVID situation and how it affects staffing.

My main concern is with the certain work ethic/appropriateness of staff. I have pictures that accompany what I observed. I don’t believe that it is appropriate protocol for staff to be eating cookies while handling customer food. I also don’t believe it to be protocol for staff to eat cookies while looking over bags with customer food in it, and for crumbs that were in their mouth to be included in customer food bags. This location should re-educate their staff on appropriate work policies, protocols and overall professionalism, considering that it has lost the business of myself and 40 other unit staff members here at the VA Medical Center, who regularly order from Jimmy Johns. I left feedback February 3, and still had not heard anything back.

Please let me know if would like pictures of the staff member eating while handling food, or if you have any questions. This is unacceptable, and while I expect to be exposed to poor hygiene...

An African American lady called Lilly just had the absolute poor customer service attitude. We went in there to order one sandwich, and a box set sandwich for myself. Another Caucasian lady had already gotten onto building up the box on the prep line, but Lilly asked me if I wanted a box or a bag. I said the box is okay, due to not hearing cleary through her mumbling speech, and her making it sound like she would have to go to the back and open up a new case of paper boxes. I was told by my fiance afterwards that the Caucasian lady was already prepping my meal with the box half way made. It happens all the time in this South portion of the country. I just moved from Japan, so I had no prejudice for any of the states that it is in the US. I have been to California, and never been screwed over by any customer service establishment. That goes the same for any of the northern region like Verginia or D.C. Doing the bare minimum is one thing, but it was very upsetting to me that Lilly caused her fellow employee extra work, just because she wanted to be lazy and unhelpful. At the end, Lilly gave us the sandwiches bare, without the bag, when SHE WAS THE ONE WHO ASKED ME IF I WANTED THE BOX OR IF I'M OKAY WITH JUST A BAG. when we asked if we could have some bags, she just pointed at the stack of paper bags on the counter, on her end of the acrylic divider, right in front of her stomach. She was lazy and so rude till the very last second of the interaction. It is honestly sickening that we had to start off our day with a...

I am writing to express my profound disappointment with the service I have received at your store recently. As a long-time customer, I have always appreciated the "freaky fast" service your brand promises. However, my recent experiences have been far from satisfactory.

On multiple occasions, I have noticed that online orders are being prioritized over in-store customers. This practice is not only frustrating but also unfair to those of us who take the time to visit the store in person. Waiting for a simple sandwich for over 20 minutes while watching online orders being prepared and dispatched is unacceptable.

Your service used to be a hallmark of efficiency and speed, but now it seems that the focus has shifted entirely to online customers, leaving in-store patrons neglected and dissatisfied. The current situation is a stark contrast to the "freaky fast" slogan that Jimmy John's once prided itself on. Perhaps it should now be changed to "freaky slow" to better reflect the reality.

I hope that you will take this feedback seriously and make the necessary changes to ensure that all customers, whether online or in-store, receive the prompt service that Jimmy John's was...