Jimmy John's — Restaurant in Orem

I had a frustrating experience at this location yesterday afternoon. I placed a pickup order, and parked right outside the store directly across from the drive-thru window, in plain view. I checked in to let staff know I had arrived, and told them what car I was driving so that I was easily identifiable.

After waiting 15-20 minutes with no update on delivery, I went inside to check on my order. I was polite, didn’t raise my voice, didn’t complain at all, I just simply told the employee I had a pickup order.

The employee behind the counter was a young man with shorter hair. He responded with immediate attitude and disrespect. It turned out, I had parked a few parking spaces over from the designated pickup area(I hadn’t seen the signs), and because of that, he wasn’t “going to waste his time looking for me”. Not only is that lackadaisical customer service on its face, but my car was plainly visible from the drive-thru window and his tone was unnecessarily hostile, as if he wanted a confrontation.

I didn’t go in to argue. I’d just gotten off a rough shift at my own job, and simply wanted the food I paid for, and I certainly wasn’t looking for an argument because they didn’t bring it out to me. But instead I was made to feel like an inconvenience, and was talked down to without the slightest effort at professionalism or understanding.

This is a customer service job. If your staff can’t handle polite interaction without picking fights or throwing blame the customers way unprovoked, they shouldn’t be in front-facing roles. I hope management takes this complaint seriously, because this behavior has soured my view of this location. I won’t be coming back, and I wouldn’t recommend anyone risk having a similar experience with that employee. There’s another location in Provo, or a Jersey Mikes...

Jimmy Johns on State and Center in Orem is a good place to grab a sandwich. Delicious, punctual delivery, correctly made, and great customer service are usually my experience with this location. Unfortunately, todays first delivery driver and food were none of those things. Luckily, that person has some fantastic co-workers/supervisors that took a terrible experience that was getting worse to a pleasant one that was handled perfectly.

Upon calling in to talk to a manager after getting our food the person who answered said they could "make" manager decisions, kind of weird but ok. Turns out the person talking was our original delivery driver who delivered the food slow and with none of the side items requested. After trying to discuss the issues but feeling I wasnt being heard and told I was wrong I asked for a manager, again, and started talking with ANNALIESE........

Annaliese answered and asked what was going on. She listened to my concerns, was polite, professional and everything you would hope for when having a customer service issue. She resolved the issues we had with our food and offered to have new sandwiches brought out right away with our side items. She even offered to have a different driver bring the food out which we were grateful for after the poor treatment from the first driver.

Annaliese, you are a great employee and the reason for this review being positive. Thank you for listening and doing your job so well. The second delivery guy you sent, Ryan, got to us quickly and was very friendly and professional at the door. Ryan deserves some kudos too! Our food was great and exactly like it usually is. We will for sure continue to be your return...

Ordered doordash 4 hours ago and food has yet to be seen. Called twice and both times was met with a short response of "it's on its way", given with a small snippet of attitude. Never came. Went into the store about ten minutes before they closed after waiting forever and the staff was extremely rude and not understanding. They accused us of putting in the wrong address and their only response was "well maybe it got delivered to the wrong address". No resolution. I asked for the order to be remade and a very rude lady could only say "we close in TWO minutes" with the snottiest attitude. I told her we had been waiting 3-4 hours for our dinner and had been let down because THEY could not fulfill the delivery. There were still people in the drive thru and orders were still being made but she decided to be rude and turn me away. Not even so much as an apology. She was rolling her eyes the whole time and giving me dirty looks. I'M not the one who messed up here and she had the audacity to be rude! Working in customer service I could NEVER treat a customer like she treated me tonight. I will never be returning to this location. Not to mention we ordered last night as well and they cancelled our order because they ran out of bread. A sandwich shop that is out of bread. Whoever is running this business is doing a bang up job.

Update: I had two different people from Jimmy John’s reach out to me and offer to make it right. They offered us free dinner to make up for what happened that night and listened to concerns and I appreciate them taking...