Jersey Mike's Subs — Restaurant in Rockwall

This review hurts to write because I love JM so much; however, this is the most poorly operated location I've ever been to. This week I realized why!

Fernando is one of the worst General Managers I have come across, and I have come across many. With nearly 15 years in the restaurant industry, as a GM and eventually area leader for other successful brands, he is holding this team back!

Please perform a camera audit from 11:30-12:00pm on Thursday 3/27/25. Note the lack of cleanliness in the BOH, Front line, and dining room. Time the speed of service (or lack there of). During my visit I noticed all of this and could tell they were a person or two short, no problem when a team is working hard.

I also noticed two of six diligently working, while someone on grill distracted the rest of the team. I assumed the cashier was MOD as he kept trying to refocus the team and move things along. When it was my turn to order, I had to repeat myself multiple times to the slicer. He was distracted by the young man in glasses (distracting everyone else). The slicer literally stopped slicing to talk to this person multiple times on me alone. I got their attention and pointed out the line to the door, and encouraged them to refocus their energy there.

The young man in glasses told me "they can talk about whatever they want, to order my sandwich and move along"... my arrogant friend, that's exactly what I'm trying to do!

I found out from the Cashier that young man in glasses was Fernando, this restaurants GM. My goodness, there is no room for this guy on your team. He is a toxic hindrance and is creating more issues than he is worth. I'm confident you could promote that Cashier or someone young and hungry from Fate to do a much better job.

Fernando is an entitled little jerk making everyone around him worse... and that is obvious when you visit every other restaurant in the area. I'll spend my money at...

EDITED: the owner Jeremy went out of his way to find me and responded to this review. He was extremely apologetic and was very disappointed with what transpired. He rectified the issue and then some, and his staff including his manager Fernando made things right. This is what you should expect from all local businesses. Makes me feel very good that there are owners and operators that still want to deliver exemplary service when their staff falls short. Great job.

I almost feel bad, even leaving this.. first and foremost let me say that I have been eating at this place for years. It’s pricey but good-quality so you get what you pay for. This go around, I went in, and I ordered ‘y free mini sub, because I had the points on my app, I scanned my app. The points came off, but it asked for some kind of code at the register… Had no idea what it was looking for… neither did the staff… So the points came off of my account, and the sub did not come off of the bill… I asked them to take it off the bill, they said there was nothing they could do about it. They kept saying “there was nothing they could do about it” after I told them that not only was I losing my points, but I wasn’t getting anything in return. They kept saying “there was nothing they could do about it”. I’m sorry, but if you don’t train your people the same something more than “there’s nothing I can do about it” do you deserve to charge a premium? I’m really sorry, but that’s just not good customer service AND I’m out all those points with nothing in return… so there goes my loyalty… How do I lose something and not get anything in return for spending my money at your establishment? I get it, you have young people working there… but come on spent $60 on 3 subs… least you can do is have some...

jersey mikes in rockwall has wasted enough of my time and money. for the last consecutive 4 orders, 3 through the website, and the most recent in person at the location, my orders have been incorrect. wife has ordered extra bacon 3 times straight, and they charged us for it everysingle time, but simply didn't put it on the sandwich. we call and complain, and they always say, "we'll put your name down and the next one's on us" well that is simply not the solution. the solution is to make it correct the 1st time. today, we went directly into the store to order, and my sandwich still came out wrong. i called to the store to complain, and there is no manager on site. i asked for the # to corporate, and no one has any idea how to get me to a proper level of authority to even begin to discuss my issues. I was asked to provide a receipt #, and guess what, we didn't even get a receipt. the guy workng there named Robert, stated that he can look into it based on an estimated order time and amount spent, but it would take roughly an hour, and that he would NOT be able to help customers in the meantime. the whole attitude over the phone reflected an "i don't give a sht" attitude, as well as ZERO concern to keep me happy and taken care of. I will literally never step foot in that rockwall location ever again, and i will definitely not recommend anyone to go in the future. who knows, maybe they make your sandwich correct every single time, and if that's the case, keep on visiting, but for me, it's 2021, time is money and money is time, and i feel this location doesn't appreciate either. and not providing a receipt, that is a whole different level of incompetency that i cannot even begin to comprehend. fk...