Jersey Mike's Subs — Restaurant in Hatfield Township

I work for a local business that is also in Hatfield and when Jersey Mikes opened we were very excited since we order lunch for the office everyday. We've placed a couple orders with them and had no issues. The food, as usual with most Jersey Mikes, was good. The customer service that we received today is the reason I am writing a review. We placed an order for 11 sandwiches, coming in at over $120. When we got our order we were missing some sandwiches. I called the store and explained the situation and got "okay..." as the response. I asked if there was any way that we could get those sandwiches that we were missing. The girl on the phone was short and rude and said she couldn't help. She then put me on hold and got a manager. The manager got on the phone and right off the bat was rude, he said what do you want me to do. I again explained that we were missing the food and would like to either get it, or have a refund. He told me neither of those were options. After some back and forth, I expressed that the customer service we were receiving was disheartening. We order frequently and like to support local businesses, especially one that just opened. The managers response was I know I've seen this name come through a lot. I stated that next time we would plan to just order else where and his response was that's fine. Once we opened the food we found that 3 other orders were wrong. Incorrect food, no refund, and horrible customer service....

My wife has a bad gluten allergy so we were thrilled when we learned that JM was opening a store in our area. The young woman who greeted me was very cordial, professional, and understood the importance of avoiding cross contamination (new gloves, clean prep surface etc.). More customers arrived so she handed off my order to a young gentleman and even emphasized twice that he needed to change his gloves before handling the GF sub. So I give them high props for that effort. The only thing that I observed as a concern was that the toppings applied to the GF sub was pulled from the same containers that are used for non-GF subs. The stores in Blue Bell and Norristown have always prepared GF subs in the back of the kitchen, in a separate workstation, and pull the toppings from separate containers, or at least we've always been told (no way to know for sure). However, given that my wife has never gotten sick from eating at those locations, we trust that they were following through. In any event, all is well and we're happy that JM's does make this effort which is not something most other sub...

edit: 12/4/2022. this place struggles to make it's potential.

online orders clog up the process and force those of us coming in person to wait longer. that's a problem with online ordering and door dash services in general...

but compound this with what appears to be disorganized Management and the result is Ive been waiting half an hour because bacon wasn't refilled.

not impressed with how this location is starting out.

ok so it's pretty silly to give a 1 star review just because it's listed on Google before it's opened....

we just caught these guys doing a soft open. they don't actually open until Wednesday, October 19th 2022, but we stopped in because we saw them on Google maps and gave them a try.

We met a number of management personnel and they were all very kind, food was perfect, and the location is much more convenient than our previous usual in Quakertown.

we will definitely be...