Jersey Mike's Subs — Restaurant in Houston

This visit was on Sun, August 31st at around 8:15pm. Walked in to the same young Hispanic gentleman that other reviewers have commented on. He's scheduled every Sunday night it seems as that's when I typically go to grab some food before heading into work. This is actually my third encounter with him. It's obvious he hates his job. He takes absolutely no joy in it whatsoever.

While making my sandwich a couple walked in and this employee groaned under his breath in annoyance. I payed no mind to it as I'm used to his behavior. I paid for my order and left him a $10 tip hoping it would brighten his spirits some. I sat down to eat quickly, I typically don't take longer than 15 mins. Eat and run. While I was enjoying my sandwich I overheard some back and forth between the customers and employee. Apparently the couple have a very selective order and by the sound of it he got it wrong. What's funny about this employee is that when he speaks to he talks to you in a very condescending way. And that definitely rubbed the customers the wrong way. The lady addressed him about his attitude and even tipped him telling him that she hopes it helps him.

After the couple left the employee then started complaining to the other employee about the situation and was utterly annoyed with how customers kept coming in during business hours so close to closing. Mind you, I'm in the store and so are another group of customers at another table and we can clearing hear his bickering.

He also tried to get another customer, who walked in after, to understand his point of view. Seriously?

Managers/Owners, you seem to be taking a blind eye to this obvious problematic employee. I suggest you take ownership of the issue and address it. You're going to lose lots of customers and business because of this one employee's attitude. Time to own up and fix it. People talk A LOT and guess what? They're letting everyone they know how bad their experience was. I know I wouldn't want that if this were my franchise!

I'd like to note that the other gentleman working this night with the glasses and dreads was extremely polite and courteous. I could tell he was trying to minimize the issues the best he could. He even took the time to explain the loyalty program to the couple. You need more of these kinds of employees!

Sandwiches are delicious. Service is hit and miss. Depending on which employee you get when you walk in....

I love Jersey Mike’s. Great subs, much better than Jimmy John’s. But last time I went in one older lady employee was being quite obnoxious while we were ordering. I can’t be sure but a lot of other people seem to be describing this same person so if that’s the case I’d bet many of these one star reviews wouldn’t need to be here bc everyone knows Jersey Mike’s makes delicious sandwiches. Anyway, I wouldn’t post a review just bc someone had an off-putting energy. She appeared to be training an employee that checked us out and was talking to him like he was a child. It’s a sandwich, yo. I gave him $5 and told him to keep it for him. I left and put $1 in the jar and thought it was odd that $5 was in the very same jar. After we left my girlfriend told me she overheard her saying “You don’t work for tips” and made him put it in the jar. I went in just to confirm that wasn’t the case bc that’s too heinous to be true and I give everyone the benefit of the doubt. Well I asked the lady (Karen, I think) if it was true that he didn’t keep his tip and she told me “You have to give it to him directly” if I want it to give it to him. I literally pointed at him like 3 times while the lady had her back turned after I gave him the $5 and said “It’s yours, homie” real quiet like tho. Anyway, I asked it to be returned to him and said, “He seems like a cool dude and since you’re training him I want him to keep it” to which she replied, “Yea he’s a good kid... but he’s been here 6 months tho” !! Karen, the kid knows how to cut diagonally. So yea, 1 star and $5 well spent... use that five for...

I’ve been a loyal customer at this location for several years, but the service has gone from excellent to unacceptable. Today was the breaking point, and I won’t be returning unless serious changes are made.

Your team today was more focused on personal conversations than helping the customers waiting for service. One employee’s appearance spoke volumes about the lack of care—his uniform was visibly filthy, as if it spends more time on the floor of his car than in a washing machine. The black ring on his collar was hard to miss.

This location’s performance has clearly declined over the years. It used to be packed at lunchtime, with a line to the door, yet the team still managed to handle orders quickly and efficiently. Now, even with just two people in line, it can take 20 minutes to get service. This is clearly a leadership issue. The GM has failed to hire and train competent staff, and the regional manager is equally at fault for not identifying and addressing these glaring problems.

The potential for success is still there, but customers won’t return to a restaurant that doesn’t value them. Based on my observations, I wouldn’t be surprised if your year-over-year sales are down by at least 50%.

On top of this, can someone explain why online orders for pickup are treated as an afterthought? The entire purpose of ordering online is to save time, yet I consistently receive my order after every walk-in customer has been served.

Will these issues be fixed, or will you continue letting this location spiral further...