Jersey Mike's Subs — Restaurant in Gallatin

I am writing about a beyond horrible experience that franchise owners Shelia Holman and Dan Patel allowed to happen on their behalf. I had made a corporate complaint in January about the last order I ever made with Jersey Mike's and probably will be the last one I ever make. I had placed an online order for a hot sub from your company, and was told to arrive about 20 minutes later. I arrived about 5 minutes after the stated pickup time and they still had not finished the order, and there were actually two other customers also waiting for their delayed orders also when I arrived. After 5-10 minutes I was given my order and drove the 0.8 miles to my home. Upon opening the order, it was ice cold and it was like they hadn't even bothered to try and cook the chicken at all after taking it from the refrigerator. I threw the sandwich away after taking one bite so I didn't get food poisoning from the staff at this location.

Immediately, I filed a complaint with Jersey Mike's corporate for this issue within ten minutes of arriving home. One of the two owners, Shelia Holman reached out to me with a phone call. She analyzed the video and my complaint, and decided to offer a free remake of the order at one of her locations at any time, and told me she would inform the locations of my name and information to resolve the issue. I thanked her and accepted the resolution, understanding that sometimes there are staff issues or problems with equipment.

Fast-forward to 4 weeks after speaking to her, I called her location as she instructed me on the call and in the text she sent after we spoke. The manager, who also happened to be the one working the day I made the complaint about her staff, answered the phone. I explained that Shelia had told me to call and she got my information, then placed me on hold. When she came back 2 minutes later, she informed me that I only had 14 days to get the remake and that she could not honor it because that was the owners policy. I told her this was crazy when they were already negligent once, now they were not even going to honor their customer resolution to fix the issue????

The manager then informed me how she was working the day I had a complaint and that I was lying about the issue and overreacting. Who would go to that much effort for a $9 sandwich? lol. That is why I am now here, I have managed multiple businesses and currently own two myself, this is not how you treat your customers. Especially the ones you actually screwed over by having bad employees, and then you continue to abuse customers trying to give you another chance. I am so disgusted with Jersey Mike's I will make sure everyone I ever meet knows how this company treats...

At 4:52pm I placed an order for 3 sandwiches (all cold). I was given a time of 5:37 to pick up. I’ve ordered MANY times on the app and have never been quoted that long, especially at non peak hours. I came into the store at 5:10. Only 2 other cars in the parking lot. 3 employees (2 male, 1 female) were standing at the sandwich counter talking. I had to butt into their conversation to ask for my pickup order. They looked at each other, laughed, and proceeded to do other things. The females said to the boys, “it’s right there” hanging on the make line. One male said to the other, “what time is it for?” And responded “5:38”, followed by laughter among each other. After continuing to do other things, one male went to the back and the other started making my order, female was refilling the make line. When my sandwiches were finally made and bagged, the female handed them to me with nothing to say.

I’ve worked in the food industry a long time. This is absolutely absurd! Not only was the app wrong for a 45 minute wait time (absolutely nothing was going on at this location at this time) but they seemed so put off in my early arrival and rude from beginning to end of my visit.

We had hoped this would be our new go to location. We hoped very wrong. I hope management does something to correct this. And I hope management disciplines appropriately. This does not help the stereotype of this generation. They should be very ashamed. Jersey Mikes should be very ashamed. I will never visit this location again. I will stick to my old store, though out of the way. They care. They do it right. This Gallatin location is...

I’m a huge Jersey Mike’s fan. However, this location and the, what I can only assume to be the manager or owner, has no concept of customer service. I do believe she said her name was Sam. I placed an order through the Jersey Mike’s app for delivery, which I rarely do. Apparently, they’ve partnered with DoorDash to fulfill the delivery end of their operations. The Jersey Mike’s app took my payment. A receipt shows on my Jersey Mike’s app, and also the charge appears on my bank statement. Well, the I receive a text saying a DoorDash driver has picked my order up and is headed my way. Tick tock, tick tock, I looked 30 minutes later by clicking the link in the text I received and the map shows the guy down the street from Jersey Mike’s, not pulling into my driveway. Seconds later I receive a text saying the order is canceled and to call the Jersey Mike’s location. So I did, only to be confronted by the manager. “Call DoorDash! It’s not my problem”. Click. I verify the receipts and that I placed my order through Jersey Mike’s. I did. As stated above. I call back, get passed to the same woman again. I’m trying to explain to her the above. I didn’t order through DoorDash, I order through Jersey Mike’s app. She hangs up on me. And again. Finally get her again and gently tried to explain to her, it’s not my problem the guy is in your parking lot eating my sandwich. lol. I asked to have my order remade and I’ll come get it this time, or refund my money. With an attitude she said she’d refund my money. I’m not confident that will happen. I’ll never visit this location again, ever. Shame on...