Jersey Mike's Subs — Restaurant in Layton

I frequent Jersey Mike’s quite a bit. This has been my favorite sub shop ever since they first came to Utah. I have frequented many throughout the wasatch front and I rarely have issues with my order and never have had issues with customer service. That changed the last time I visited the Fort Lane location in Layton on 8/22. I got there around lunch time during the daily rush. I proceeded to the counter to place my order and I told a very pleasant young lady the type of bread I wanted and I asked her to put mayo on both sides, as I always do. She gladly proceeded to do what I asked and another employee named Dana, interrupted and said, “I’ll do that down here” in a very abrupt way, implying that she would put the mayo on the sandwich when it comes down the line to her. Keep in mind, I get this order EVERY TIME I order a cold sub at Jersey Mike’s because the mayo makes all the difference, and the person who does the bread and meat always puts the mayo on the sandwich for me. The first young lady politely confirmed that she had it and would take care of my request, which she did perfectly as usual. She then passed my sandwiches to Dana who was to put the condiments on the sandwiches for me. Again, I frequent Jersey Mike’s all the time, so I’m a pro with these orders. Dana proceeded to make this the most uncomfortable experience I have ever had at any Jersey Mike’s restaurant. She asked what I wanted on my sub and I said I wanted everything except jalapeños and pickled peppers. While trying to fill my request, she was very rude, to the point that I mentioned speaking to a manager. When I did this, she spoke to a man behind her that I thought was a manager, but then she eventually came back to making my sandwich. It wasn’t until later that I learned he was not a manager at all. After she came back, she put pickled peppers on my sandwich that I didn’t want. When I told her I didn’t want them, she was visibly upset about it because she had to remove them. All the while, her body language was very off-putting and her customer service was completely absent. By this time the line was wrapped around the store and it felt like all eyes were on me because of this situation. After about five minutes of her trying to get my sandwiches together, she asked in a condescending and passive aggressive way if she should get a manager or if she was doing anything wrong. I said, “Yes, please get a manager.” This time a taller, female that I recognize from coming to the shop many times before, came to help. I told her what I asked Dana to put on my sandwiches. She was very pleasant, like the first young lady. She removed the pickled peppers (which Dana still hadn’t removed) and added the relish. She exhibited the customer service I have come to expect from Jersey Mike’s. Even though she corrected the situation, I still haven’t felt comfortable enough to return to this location. This is horrible for me because I really enjoy these subs and this shop is convenient. Customer service in the food industry is a big deal. Often times, I add a tip when paying for my order. This time, I felt like I was owed money. I commend the young managers for committing to uphold customer service and I hope at the very least Dana is written up. She needs to understand the importance of her role and how her personal biases or feelings or whatever it may be can negatively affect a customer’s experience and ultimately...

October 7th 2024 1:01 pm… That was the day my life was changed forever! Starving and in need of substance. My co worker and I entered this Jersey Mikes to what I can only compare to Santa’s workshop a well oiled machine surrounded by chaos. A team pumping out sandwiches like life jackets on the Titanic. And good they were for both of us were both hungry enough to fill our rowboat with not woman and children but the sweet ambrosia that is Jersey Mike’s sandwiches. Quick as a flash I was treated by Jerimiah, the intensity of his countenance and fiery red hair were perfectly balanced with a calm demeanor of that of a friendly bartender. Quick as a flash, he sliced the sandwich meat that would be the foundation of my sub. All the while I told him the woes of my life feeling, I could confide in him anything. but alas all good things must come to an end, as the speed of this assembly line was legendary. Benji was next to finish my sandwich the knowledge and wisdom that hid behind those glasses was palpable. It was as if the words Benji spoke soothed my soul, and answered the deep questions that I myself did not know I had questions too. Depression left me. Anxiety flew from me and I felt I could achieve anything. I shall never forget. All the while Logan looked on nodding a small smile on his lips as he made a drive thew sub. The look I know could only be that of the master proud of his star pupil. His glasses tried to hide the wisdom that I could only compare to Gandalf the white. These Glasses must be a uniform of a class of true intellectuals. And before I knew it, I was at the register, greeted by what I could only assume is an angel in disguise. Ali greeted me with a warm smile. This is why they put her at the end the best for last. For that warm smile, and the beauty is what I could only describe as euphoria. But I was completely distracted for behind her, Ronda who was truly a vixen! toiled tirelessly. Her hands moving faster than light slicing and dicing and preparing all types of sweet goodies for us, the consumer to partake. All the while keeping the moral high, as if some motherly figure, who cares only for the well-being of those around her. And there I forget, Lexie! I have yet to see anyone multitask with such finesse and intensity, as she works not only the sandwich station, but also the drive-through window as well. I realize she was a natural silver tongue, as each one, smiled and laughed as they came to the drive-through.

So come one come all by your sandwich and experience a world that is unlike any other store inside Jersey Mike’s a sub ABOVE! I will forever be changed and I will never be the same… I must leave you now, for I must decide whether to join the Peace Corps or build orphanages for helpless children. Perhaps both I know now I can...

I've been to this location twice because Jersey Mike franchises normally make great subs, albeit a bit more costly than most sub shops. That being said, it's normally worth the extra cost. However, at this location the sandwich I ordered included BACON on the menu board. The gal building my sandwich simply forgot to put the bacon in the sandwich. I did not find out until I got home about 7 miles away! I came in the following week to give them a 2nd chance and saw an employee sitting at a table who looked to be completing a schedule so I asked him if he was the manager, he told me he was an assistant manager. When I explained to him what had happened the previous week, he made no offer to reduce cost of the current sub I was ordering...simply said accidents happen. No apology or explanation other than the lame one provided. That attitude showed a total disregard to a customer. I go to Jersey Mike's because they have a good product albeit more expensive. Based on the higher cost of the product I expect employee training and integrity to be outstanding. As mentioned there was no apology from this arrogant assistant manager. Obviously, he forgot the first rule of business that the customer is always right. I mentioned it to the girl making the sub. Her answer was they had a lot of new employees. The only problem was she is the one who had made my sub the previous week and failed to put the two strips of bacon in my sandwich, so DON'T BLAME OTHER EMPLOYEES for your mistakes. From my extensive management experience I've come to realize that management impacts employees attitudes in a negative, or positive manner. Sad story is Jersey Mikes make great subs, but unless employees, and assistant managers learn to respect their customers, which ultimately pay employee wages by their purchases this particular location may end up not doing well even if at this point they seem to be doing great. Customers vote with their purchases. Hopefully, employees will be reminded when they make mistake take the time to make it right and that includes assistant managers. Again, great product, but tweak the attitudes and demand great...