Jersey Mike's Subs — Restaurant in Maryland

I consider myself a fair and just person who exercises a level of patience and understanding when it comes to customer service. Tonight was my third time patronizing this establishment and I must say it is by far the worse Jersey Mike's I've ever patronized and it needs to be revamped from top to bottom starting with the ownership and management. I say the ownership first because an organization's reputation and performance are indicative of it's leadership or lack of, their ability to employ good management and even better employees. Those who come to work to work, set the tone for a good working environment, and are inspired and motivated to provide quality customer service. They pay attention to detail, perform with a level of pride, dignity and urgency and know that they are in the "service" business.

I'll provide one of three examples of which tonight "broke the straw". My wife placed our order at 6:30 p.m.. We received notification that it would be ready for pick up at 7:01 p.m.. I arrived for pick up at 7:02 p.m. and did not receive my order until 7:40 p.m.. This is the third time I've waited for more than 30 minutes for an order after placing it in advance. I understand things get backed up and it gets crowded, but there were only three customers in the establishment and the three employees including who I assume was the manager lacked focus, energy and customer service. They moved at a snails pace, lacked communication and engagement with customers and offered no apology or concern regarding the long wait time. To add insult to injury, I drove 15 minutes to my home to discover that my sandwich was made totally wrong. This wasn't a first time occurrence and after reading some of the reviews it appears to be an "accepted norm",...

I came in tonight on 10.24 around 7:45ish. I’ve been coming here for the last 3 years and have never had an issue until today. I’ve done $300 catering orders and my reoccurring $20-30 gluten free subs. Day time shift and management has always been a great experiences for me but today was not a good encounter with the night time crew. Tonight, the two seasoned or most seasoned team members on the shift were incredibly rude. When I first got in line, the two seasoned employees were standing there talking as though I wasn’t waiting for my order to be taken and their conversation wasn’t work related. They saw me and continued the conversation. Finally, the guy took my order and then went back to talking like I wasn’t even there. He finally started my order once a line began forming behind me. The young lady who made my sandwich was evidently new and when I requested for the bottle of mayo and cherry relish, for the first time in two years, they had her take my bread to the back to add the mayo. She and the workers were visibly annoyed because I requested for extra mayo and asked them to bring it out where I could see what was being done to the food that I was paying for. The two seasoned employees were whispering that I was “doing too much” and some more but I couldn’t hear it clearly. This is not the experience I am used to at this location and frankly, I travel too far to have to put up with this. Night shift needs some work on their customer service asap otherwise this location will be like every other location...

I came to this new location and I usually go to Jersey Mikes Oxon Hill but since I was passing by this location I decided to give it out a try. While the staff was friendly while I was ordering especially the cashier but, my food looked terrible my bread as you can see in the attachment below has black on it. When I went in there to ask them to remake it because when I go to the Oxon Hill location i’ve never experienced black on my bread they asked me do I still want my bread toasted or on the grill even though my bread wasn’t even warm and didn’t feel toasted at first but I proceeded and I said yes… they are saying the black stuff is from the bread being toasted but i’ve been to jersey mikes plenty of times to know that this is not the case. The worker who had to remake my sandwich seemed like she had an attitude and i’m not sure why. I will not be returning to this location and will continue to make the trip to the Oxon...