Jimmy John's — Restaurant in Novi

I've been going to this location for a long time. Today I had a not so good experience for the first time. I ordered my sandwich online for pickup. The time range was 4:15-4:30. I arrived a bit past 4:30 & my order was not ready. My order was prepared while I waited with no explanation. I didn't even get a sorry or thank you at the end.

I spoke to the manager by phone & her excuse was that I wasn't there by 4:15. She said something about not leaving my sandwich out for a long time...well they have left it out before when I was late! I wasn't so upset about it not being prepared, what upset me was no explanation & no courtesy by the staff...no thank you. Oh yeah & the feedback site wasn't working well today..couldn't get...

Terrible service. I cannot believe where service has gone that people like Shawn can get to the status of "manager" with zero social skills whatsoever. Ridiculous! Places like this that blame their customers rather than taking responsibility for a simple employee error don't deserve the business. Mistakes happen and that's not the problem, but the way we handle them is.

Edit in response to team comment. And now corporate messages below that they want me to do their legwork and fill out a feedback form to let the owner know rather then just reaching out...

Every time I come in or order for delivery I’m impressed with the food and service. Everyone is so friendly and quick and happy to assist. My only complaint is when I get my food, which is 4 items, I ask for a bag and they just hand it to me. I wish they would offer to help me bag my food. I don’t know if they’re not required to, it would just make things easier for the customer. I’ll definitely keep coming back. Thank you all for your...