Jersey Mike's Subs — Restaurant in Gurnee

I placed an Uber eats order to this location on Monday April 22nd at 8:08PM. While waiting for the order, I receive a notification from Uber eats at 8:43PM that my order was cancelled. I called the location and spoke with one of the two workers who were working that night who told me my order was cancelled because they don’t take orders after 8:30PM. I asked if they would take my order over the phone, he paused for moment before telling me no I would have to come in. I rushed out the house and walked into the location at 8:59PM. I asked for an Italian on wheat and the shift lead who was working responded to me saying “We don’t have an online order for Laura”. I said “I didn’t even tell you my name” he said that it was the same order that got cancelled. I said I know that’s why I came in I just spoke with the other employee who told me I could come in and place my order. The shift lead just stood there and looked at me and said “so you still want the sandwich?” I said yes of course that’s why I came here, if you had taken it over the phone I would’ve just picked it up. He began making the sandwich the no lettuce no tomato only the meat and cheese, I asked him where are the toppings and he says “oh you want that too”. I didn’t give this shift lead any attitude because he was acting like he would spit in my sandwich. They both start talking and telling me that the orders get canceled through Uber eats if they are placed on or after 8:30PM I showed him my phone and the picture attached here in my review I placed the order at 8:08PM; they didn’t know how to respond. I asked the employee who spoke with me on the phone who was in charge that night and he confirmed the one making the sandwich was his boss. The shift lead refused to give me his name when I paid. When I got home I reached out to Uber eats who confirmed there was a driver assigned to the order who was notified from the store they were out of stock in items. I advised Uber eats they were fully stocked when I got there ; I attached there response as well. Today I spoke with the manager Naubella, I asked for the name of the manager who worked Monday night, she stated she’s the only manager, and that it was a shift lead; she didn’t give me his name. She stated they take orders all the way til 9PM at closing; my order shouldn’t have been cancelled. She attempted to start offering off things, I told her I didn’t make the order to get a free sandwich and I don’t want anything for free. I let her know she has a employee in charge that’s killing her business, delivering horrible customer service also training her other employees to do the same. The owner needs to reevaluate her business and the employee as a shift lead position, I wouldn’t even hire him to just take out the trash.

0 stars all options listed above for...

Not a good experience today at all and I will explain why. I am a frequent customer to your brand and have been to this location on a few occasions. My experience was marked low today because of a few coupons ( 2 free Sandwiches expires 3-21-18 and was for charities so ok no problem right) The real issue is not that the coupons were not honored as they expired yesterday and that is my fault. The kid working just blatantly took my coupons and threw them in the garbage as he had a smug smile on his face and explained by saying he could not honor based on strict instructions from the store owner! I was in shock at how matter of fact the kid was with his response to me as it was really rude! I did purchase a king #13 Sandwich on Rosemary Parm bread with chips and drinks which as excellent as always! Regardless for about $19 I spent I really should have just went somewhere else today. Even if he said "we cannot honor your coupon sir but we want you to be satisfied or maybe empower him to offer a bag of chips or a drink". Whats the cost of that vs pissing off your customer base? I would have accepted even if he just explained why in a nicer way, but he did not and that needs to be addressed with this young man about customer care and basic demeanour to your company and its standards. I went away feeling that this store needs to train its staff better. I am not seeking any refund or compensation nor any bad will towords your brand or store but I would say I won't be back to this location any time...

I've been coming to Jersey mikes regularly for over 6 years, always had an awesome experience with fantastic managers and employees. Unfortunately today I came in and had my order taken in a reasonable amount of time, and was rung up right away. I then waited 10 minutes with nobody working on my sandwich or the next customer's and no explanation for the delay. A third customer was told that they were waiting on the manager to slice the meat, and that the manager was in the back fixing something. We sat down and waited another 10 minutes before the manager showed up. The manager then proceeded to slice and make the sandwiches of the customers that had been behind us in line including one who had just come in. When asked, the manager was extremely rude and immediately had an attitude. The manager then walked away and went back to the rear of the store without slicing meat for our sandwich. After 5 more minutes, we requested a refund as the sandwich still had not even been started. We then had to wait for the manager to come to the register to issue a refund (of course, more waiting). The two other crew members were great during all of this, but unfortunately were unable to help us. Managers name was said to be Mariah. I've never experienced such poor customer service at any chain, and especially not by an individual in a manager role. Highly disappointed. After waiting at least 30 minutes for one sandwich, even an acknowledgement or apology would have gone a...