Jersey Mike's Subs — Restaurant in Rio Rancho

This location used to be our favorite, until Monday evening (12.26.22). When we walked in, no one acknowledged us. We walked up to the counter to order and a young man asked us to wait just a couple mins & he would be right with us, no problem. We stood there about 5 mins waiting and then a woman came from the back and asked if we were ready to order, very condescending tone of voice (like we were just standing there for no reason). I said that we were asked to wait and she said "Well what would you like?" We ordered and then started to say lettuce, tomatoes, etc and the same young man stopped us & said we could customize once our sandwiches were on the line - hubs got a hot sandwich. So we sat down to wait for a few mins and I noticed that there were a lot of pick up orders. Customers would come in, find their order and walk out without ANYONE acknowledging them. One guy said thank you on his way out and no one answered him, the whole vibe was unfriendly and we've never experienced that there before.

Hubs bagged sandwich was slid across the counter to us, he said he wanted lettuce, etc so a different guy opened up his sandwich and made a total mess trying to add lettuce, tomatoes, seasoning, etc. before closing it back up. They acted very put out to have to add everything, we said that if we'd been given the option to customize before they wrapped it up there wouldn't be an issue.

I got a cold sandwich (#8), it was put together as well and had to be opened so I could add my toppings. I asked for extra pickles, he put a single row of pickles (3-4) and when I asked for more he looked at me like I was crazy and said "More?" For some reason, they routinely forget to add the bacon - finished instructions for lettuce etc and he asked if there was anything else. I said no, thank you, and he closed up my sandwich WITHOUT the yellow mustard I asked for or the bacon. So I asked him to add the bacon & mustard as requested and he did, after giving me a dirty look.

There were probably 7 or 8 people who picked up orders, and at no time were any of them acknowledged by those working. No "Hi", "Thank you" or any other indication that they'd been seen/business appreciated.

This was the only location we ever visited, but after Monday evening we will not be returning to...

Legitimately Celiac Friendly! (specifically the 1121 Unser Blvd SE location.)

Jesus made this experience both possible and pleasurable.

When we called to discuss how safe their gluten-free options really were, Jesus took the time to explain the entire process they go through. They completely stop the line, change gloves, clean everything, change gloves again, put down paper, get toppings stored separately (and put them on a different counter to avoid confusion), bring out their "gluten free knife" (it actually looks different than the rest of the knives, so there is never any mistake, ) make the sandwich, wrap it, put all the gluten free stuff away, then start the line again.

When we arrived, he was interacting with everyone, joking around (appropriately), and kept a very positive attitude. We explained that we needed a legitimately gluten free italian sub. He walked his staff through the process he had described, kept the guests behind us engaged without making apologies (which I SINCERELY appreciate! I hate when places imply that being careful for my husband is an imposition they or other guests must suffer through!) and encouraged us to always feel welcome to return.

The bread was Udi's (definitely NOT the best gluten free bread in the world) but it was the first real Italian he has had in eight years, and we are incredibly grateful to Jesus for making it happen in a way that made us feel safe and welcome.

I am not sure if we would risk it again if, when we arrived, Jesus was not present. We will have to see. Based on his skill and level of engagement, if he is not the owner of this location, I imagine he will own one soon enough!

*One word of warning, I did notice that they did not clean the meat cutter. This completely makes sense, as long as they do not introduce a teriyaki (or otherwise gluten-y) meat to...

Rio Rancho location on Unser... Ordered on the Jersey Mike's app, I received the wrong order that had my name on it. Wrong sub given, missing tub order. Called and spoke to the manager to correct the issue, asked for a refund and got a response of "k" and hung up on me. I called back a 2nd time asking why he hung up and wanted to know if he acknowledged my request, he got rude said "yea I already told you" and hung up on me again, called a 3rd time asked why he kept hanging up on me I'm trying to make sure I get a refund... he then raises his voice " I already told I was", responded to him that all he had to do was explain that to me insteadof hanging up on me. He then again says " I ALREADY SAID YEA". I then asked for someone higher than him he says "yea his name is....." hangs up a 3rd time. What kind of manager is this? Rude, unresponsive, NO CUSTOMER SERVICE! I have still yet to get my refund. Of course there's no contact for the owner of this location. I've ordered from there for years now never an issues with anyone nor our food. FIRST time this happens and this was the treatment a...