Jimmy John's — Restaurant in Hickory

This is the first time we came back after an incident a few months ago that I thought I wouldn't come back to this store. Now I will never come back and advising others to not visit this specific store.

First off, this store used to be very good with customer service and the quality of their products. That has changed in the last year. I don't know if it is franchise owner changes or just employee changes, but the service and quality has gone down a lot.

I ordered my meal last Saturday via the Jimmy John's app because of a $5 off $20 deal that was running that day. I thought the prices would be similar to last time and would be a good deal. It was not similar prices like before and for three 8-inch "Originals" it was $28 before the discount. I thought this was odd for such a price increase but accepted it with the discount.

When we got to the store the order was completed and we started to eat. First thing I noticed was the fountain machine was not working. The employee said it was not and we could not get any water from it. The big problem here is that the fountain machine has been in some disrepair for months if not a year. This just seems weird, but not enough to prevent me from coming back.

We started to eat and found the subs seemed smaller than they used to be. I can't say for 100% certainty, but they did seem smaller. The meat was on the outside of the sub and other items and not properly in the sub like other places. It was almost like a how an open face sandwich would be made. This was a strange thing as well. My son said the bread was more "crunchy" than normal and I would agree not as tasty as it was in the past. Lastly, I asked for extra items on the sub (tomato, lettuce...) and that did not seem to be done.

The main complaint I had was that the prices online did not match the menu price. I have included pictures of my receipt and the menu board from last Saturday. The online price for an "Original" sub is $7.49 per the menu board and $8.79 online. Why is there such a difference? Both menu boards have $7.49 for the sub price. I would like some type of refund for this, because this doesn't seem right.

Another thing I noticed is that none of the staff were wearing any Jimmy John's uniforms. I have been used to staff wearing the standard black shirts, but at this store they did not. Staff also were quick to sit in the customer area on their phones after they were finished with orders. Not real deal breakers but highlighting the apparent change in customer service from previous management.

Bottom line, I think this store just needs some attention to details and customer service improvement. As it is...

As one other former employee stated, they were using the incorrect receipt printer for orders. Meaning they are not aware when an online order comes through and have to periodically look over, walk away from the station, and grab tickets. Its a simple option on the POS and would make things run so much smoother.

I placed an order online for pick up consisting of 2 slims. Waited 5 minutes before heading to the store and arrived about 15 minutes after placing expecting to walk in, say my name and take my food.

My order hasn't been started and was among a long strand of pick ups and delivery's on said opposite receipt printer, nor was I greeted or acknowledged upon walking in and standing at the counter for a few minutes. Which allowed me to notice empty chip drawers below the counter.

Half of the employees (2 of 4) had no uniform and all had no sense or urgency/quickness. To see a store that was immaculately clean, organized, and flowing quick delicious sandwiches go to this is heart breaking. I spent many hours of my life within these walls working hard, efficient and having a lot of fun. There's no sense of that now.

As for the sandwiches, they were made correctly. Bread was fresh and almost the width you'd expect from the french bread.

The owner should take pride in this operation. Maybe...

They were severely understaffed but left a super passive aggressive note on their sign saying no one works, no delivery call ins online only for orders. Their arrangement for the receipt printer was on the opposite sandwich station than they were working on rather than the lunch rush station for delivery. So the manager and one other worker kept swapping over each other rather than at set up when the decision to move everything to online orders only should have been at the station with that printer. I guarantee it would be a little faster to pull tickets and make sandwiches down a line, if the tickets were made on that line.

couldn't call in for delivery because they had the phone line down and no one on call. Manager was fairly bossy and overworked, so I know they are stressed but you shouldn't take it out on your only worker. That's why I left before (I used to work there) this manager is even worse. I don't think it is no one willing to work as much as not willing to work under you when there is only 4 or so workers. At that point it is partnerships and team work not a boss commanding and a single worker...