Jimmy John's — Restaurant in Pullman

For what it is worth, I DID address this with Ross, who I was the owner/GM, and never once heard back from him. In my world, that means he simply doesn't care, end of story.

I used to love this Jimmy John's under Kathy Rocca's ownership. She was community minded and easy to talk to and, unlike our current owner, DID care about things.

I’m far less satisfied with Jimmy John’s now due to dishonesty and lack of accountability. It’s simply not a value that I perceive to be present at the store.

Exhibit A

On September 14, 2022, I ordered online at 11:16 a.m. I got to the store at about 11:45... half hour after. There were no other guests in the store when I first showed up, and nothing on the to-go rack. So, I waited.

It DID look like there were a lot of orders being made, and it appeared as though they were for delivery. And it appeared as though the crew was working hard. I don't fault them for that.

One other person entered the store and was waiting there by me for a bit. At this point, there still were not orders on the to-go rack.

Here's where I fault the process from then on out:

I made eye contact multiple time with the people on the end of the line and people bagging up the orders. I never once got a hello, or a question about my order. Those are opportunities when they can say "oh, hey, it'll be just another minute or two."

Finally, after about 40 minutes of total time, including 10 minutes of me just standing there waiting, I went to the front counter and asked about my order.

They apparently couldn't find my order on the ticket line or anything. Everyone there was aware of what was going on and looking.

Someone on site who I assume was a sort-of manager, was looking things up and then all of a sudden, points at the rack and asks, "is that it?"

It was!!! It’s a miracle. It wasn’t there at all and then all of a sudden, it was. I asked: "Was that mixed up down at the end with all the deliveries?" Yep.

WTFreak! So, in all of that, not only did a mistake happen where maybe we could have found it earlier, but then someone tried to be sneaky about it? They KNEW we were trying to find it!!!

And that's it. "Here's your sandwich. Have a good day." They missed the mark so far on this.

Could have found this earlier had one individual who made eye contact said hi. Or one say "hey, this guy has been in here a while, maybe something is up."

Could have found the sandwich and used that opportunity to hand it to me and say "hey, really sorry, this got mixed up with some other stuff."

Instead they tried to HIDE the fact that they found it and were going to sneak it in there as if I had missed it all along. That's low.

I tried to call later when it wasn’t busy but the phone just kept ringing. It would go to a voicemail but the voicemail box would say it was full. Not a good way to operate a business.

EXHIBIT B

I was with a university group in June that ordered the sandwiches and then waited more than two hours. Yes, they got comped. Still wasn’t worth the hassle, lost time, etc.

But that’s not even the worst part. The worst part, one more time, was that an employee was trying to be sneaky about it, rather than take accountability.

What we were told on the phone is that the delivery driver DID go and then we weren’t there. So it was “left by the door.”

That’s plain, 100 percent, hot garbage bull sh*t. You know it. I know it. We called B.S. on that, on the phone, because, guess what, we had people sitting the whole time waiting.

Finally, the driver showed up. Guess what we found out ACTUALLY happened? Yes, once again, a ticket was thrown down or off to the side and never was made.

So we were outright LIED to.

Now I’ve seen twice where rather than be accountable, ACTUALLY make things right and TRULY make things whole, this store has tried to use deception and dishonesty to pass the blame on the customer in an attempt to absolve themselves of the issues. That gets a total F in my book. And the fish rots...

Title: Toxic Culture & Harassment at Jimmy John’s Pullman – Customers Deserve Better

I came into the Pullman Jimmy John’s expecting what I’ve always gotten from other locations — a quick sandwich and a straightforward interaction. Instead, I walked out shaken, disrespected, and disgusted by what I experienced inside.

While I was in the store, an employee named Kate stood by and allowed her friend to come up to me and say, to my face, that I “need to do meth.” Before I could even process that, her friend escalated to calling me “a piece of shit” and continuing with unprovoked insults. This was not banter. This was not a misunderstanding. This was targeted, deliberate harassment in a business open to the public.

Kate didn’t intervene, apologize, or show any concern — she simply let it happen. When an employee allows this kind of behavior in front of them without stopping it, it tells you exactly what kind of work culture is in place. Management clearly allows a toxic, unsafe environment where customers can be verbally attacked without consequence.

For context, I am a friendly, approachable person by nature. I talk to people, I’m open, and I try to be kind — and unfortunately, that sometimes means people try to twist things, play the victim online, or create drama to make me look like the problem. That’s exactly the vibe I got here: the kind of petty, cliquish energy where they think it’s funny to publicly humiliate someone and then act like they’re the ones being wronged.

This isn’t about being “overly sensitive.” This is about basic professionalism, respect, and decency in a workplace. If you can’t treat customers with dignity — regardless of whether they’re your “type” of person — you shouldn’t be in customer service.

Jimmy John’s corporate should take a hard look at this location. No one should walk in for a sandwich and walk out having been verbally harassed, insulted, and targeted. Until management cleans house and addresses this culture problem, I won’t be back — and I’ll make sure people in Pullman know...

I placed my delivery order at 12:19 pm (we were only about 3-4 minutes away from the Jimmy John’s watching our son at a baseball game). After half an hour of waiting I called the store at 12:53 pm because I thought maybe my order had been lost. They told me they had a large in-store order but we would get it soon. After another half hour I called back at 1:24 pm. They said they had several customers who had come into the store and that it was going to be another 45 minutes to an hour before they could get me my order - at which point I was no longer going to be at the location where I had ordered the delivery for. This is completely unacceptable for a company that touts being “freaky fast.” Even if they had notified me of the delay that would have helped. As a result my wife and I had to skip our lunch for the day. In addition, the worker on the phone told me they had more people than they expected come into the store and order so they had run out of bread - so someone who came into the store an hour after I placed order online was getting the bread that was supposed to be for my sandwiches. Whoever manages this store needs to fix this - it seems to be a regular problem based on...