Larry's Giant Subs — Restaurant in Jacksonville

HOPING THERE ARE CAMERAS FOR THE OWNER TO VIEW Monday, July 8, 2024 beginning at approximately 7:05pm (receipt has 7:09:29P).

It only takes ONE bad customer experience! And this one was horrific!

I used to brag about driving across town to visit the 4479 Deerwood Lake Pkwy location because of the nicest customer service. Today, I drove across town and Mgr - Rebecka S happened.

I went to the drive-thru, it was raining. As I was placing my order, I noticed the awning was not covering the vehicle and rain was coming in through my window. I asked the woman if I could drive to the window to place my order, she said yes.  When I got to the window, I noticed again that the awning wasn’t covering the vehicle and tried to make light of it by saying “well, the awning works for you (Mgr - Rebecka S), but not so much the customer.”  I sense that she wasn’t in the best of moods, but no one could have paid me to believe what would transpire from there.

She asked what I wanted, and I stated, “a medium tuna on wheat, no tomatoes, no cheese, add pickles.” Additionally, I asked to “make sure there’s Italian dressing.” She repeated it back. Then I stated I wanted to make it a combo “with soup”, she asked “what kind? We only have chicken tortilla and broccoli and cheese.” Me: “broccoli and cheese.” Her: “let me get your total.” Me: “I have a military ID.”

When she returns to the window, her still with an annoyed tone in her voice: “the sandwich is $11.49, and we only have chicken tortilla.” Me: “Then chicken tortilla it is.” Then I repeated, “I want the combo.” And this is where everything goes 95 south. Her: “the soup isn’t part of the combo.” Me in my head, “that doesn’t sound right. I do this all the time.” Out loud, “I’ll just do the sandwich. May I say, ‘this is the worst customer experience I’ve ever had here’”. Her: “me, too!” She takes my card and walks away. When she returns, she shoves my card and receipt into my hand and slams the window in my face. I sat there for a minute and thought “nope, I don’t care how hungry I am, I am not going to spend my money at this business tonight.” I drove from the drive-thru window and parked.

I went inside and as I approached the counter, Mgr - Rebecka S, came from behind the counter with her arm extended and a piece of paper in her hand. I said, “I want a refund.” Her: “here, the order has been canceled, now get out of my store and don’t you ever return.” Me: “excuse, me? What is your problem?” Her: “Get out or I’m calling the police” and she reaches for the phone. I asked, “are you racist or what?” Her: “get out and don’t you ever come back to my store.” I left there stunned and not believing that Mgr - Rebecka S had just behaved the way she did in front of her employees let alone toward a customer.

Mgr - Rebecka S doesn’t know who I am, what I do for a living, where I work or who I know. I said that to say, ‘negative experiences travel fast’. You never know a person's circle of influence.

Maybe it was a bad day, but that is no excuse to ever mistreat a customer.

I will note the many times I visited this location; I’ve never seen Mgr - Rebecka S nor have I interacted with her. But mark this, Larry’s Giant Subs will never, ever get my business again. I work too hard in corporate America to spend my hard-earned money at a business that disrespects and...

July 1st 2021We saw an add on a catering truck for Larry’s Giant subs that advertise gluten free breads, hormone free deli meats amongst other things. We were so excited to see that because over 2 years ago My partner developed a rare disease known as MCAS which has caused him to react in anaphylaxis to dairy, gluten, soy, and other things. For over two years we stayed home and ate a restricted home cooked meal 3 times a day everyday. July 1st 2021 we decided to try Larry’s giant subs later in the night. We called ahead to review his allergies and ensure that he was able to eat off of the menu. I believe his name was Allan and he served us out food later that night with no issues whatsoever. We discussed our concerns while ordering and he remembered our prior conversation and ensured our food to be good. And it was! No issues whatsoever. We were extremely content at the fact that we had found one of my partners favorite places in the past would accommodate to his new dietary needs. Today July 2nd 2021 he excitedly wanted to have it again for dinner. After an extremely stressful week we decided to head there to get him dinner. He ordered the Italian sub on a gluten free bun with no dairy, no gluten no Italian dressing (due to it having allergens). The lady at the front clearly asked “is this preference or allergy?” We clearly stated he had allergy to dairy gluten and soy. We get our food and head home. Two bites in a piece of pepperoni falls out and as he goes to put it back in sub he realizes there’s cheese attached and calls out to me. I taste test the slice and tasted cheese and I find more slices of cheese in whole sub!!!!! I immediately run to his epipen and antihistamines and hand them over. I call and try to get in touch with corporate but they can’t seem to get in touch with nobody. They give me a number I can’t contact until tomorrow and tell me “I’m sorry I understand” No you don’t understand and you are not sorry. I worked food and restaurant industry for 7 years and ALWAYS took allergies as a major issue and never had a slip up like this. I had a massive panic attack wondering if my partner was going to be alive tonight or if my one year old was going to grow up without a father. This has been one of the worst experiences of my life and I never expected to undergo it all after having such a pleasant experience a day before!!!...

My partner ordered a sandwich by phone on 1/26/24. She asked for extra Italian dressing and light Mayo. She was on the way to work (hence the preorder) and opened the sandwich in the car. There was so much Mayo on the sandwich that it was completely inedible. She called to inform the restaurant of her experience. The cashier confirmed that the order was incorrectly put in as extra Mayo and relayed to my partner that they were willing to take 10% off the next sandwich IF she brought it in. She asked to speak to the manager and encountered Mark (maybe Marc, unsure) the GM. He was argumentative and condescending and stated that he refused to refund her for a sandwich with too much Mayo, stating repeatedly “you wanted mayo didn’t you!?” He talked over her and literally yelled at her into the phone . Made comments about return policies at other stores (mentioned Walmart) and continued to allude to the fact that her request for refund or remake was unfounded. This is outrageous behavior about a sandwich. A sandwich! He was so verbally aggressive and argumentative that she had no other choice but to end the call. She literally had to hang up because he would not let her speak. This much hostility towards a customer and refusal right a wrong that cashier admitted they made is extremely disappointing and totally unacceptable. This horrendous experience should never have happened and Mark’s unprofessional behavior should promptly be addressed by corporate. As of 5:01 PM today I have left a detailed voicemail with corporate on her behalf and...