Jersey Mike's Subs — Restaurant in Round Rock

WORST customer service experience ever.

I ordered 2 sandwiches this evening, a #1 BLT and a #8 club sub. I opened up the BLT first which looked great and then opened up the club sub to find no meat on the sandwich. All the condiments and veggies were there, a piece of cheese and a slice of bacon, but no turkey and no ham.

Naturally I called them to share my concern and to see what could be done to remedy the situation and a very nice guy answered the phone. I explained the situation nicely to him and I could hear him repeating my story in the background to the other workers, to which I hear a woman yelling in the back with an attitude “She said what? Tell her to bring that sandwich back up in here. Ain’t no way we did that.” Definitely not a great first impression, and the guy tells me that he will pass me off to a manager.

A different lady (not the one I heard before) gets on the phone and after reexplaining the situation to her, she says “well ma’am, you ordered two sandwiches. Are you sure you’re looking at the right one?” Yes. Yes I am. I assure her I am looking correctly and she says “well my other manager here says that in order to help, you will have to bring the meatless sandwich back in to the store in order for us to remake it so we could see ourselves that it was done incorrectly .” This obviously upsets me, because now it is dinner time rush hour, I drove all the way home, and I have to drive all the way back to PROVE that I’m not lying? I said I was not going to be able to drive all the way back and just preferred a refund. She told me that that wasn’t one of the options the other manager offered (I’m realizing there’s two now) and that she would have to put me on hold to see if that’s allowed.

After being put on hold, another woman comes on the phone and starts off with “Yes?” With a terrible attitude, and I’m realize it’s the original girl that I heard in the background. Very surprised that she is of any kind of management with her attitude. I said “are you the upper management that is helping me with the refund?” And she AGAIN, has an attitude and goes “yeah, I’m going to allow a refund on the sandwich even though I KNOW we made that sandwich right.” Why am I being accused of lying?? Why would I call, at dinner time 5:30, clearly ready to eat if I had picked up a food order, to argue over NOTHING? I respond back and say “Idk why you are accusing me of lying. I can clearly see this has no meat on it and unless you can see it right now too, I don’t appreciate you accusing me of not being truthful about it.” She goes completely silent and I say “again, just give me the refund” she is silent for several minutes and I say “Hello? Is anyone still there” and she goes “WELLL I would have told you I was giving you a refund before you RUDELY interrupted me”. Not sure when I interrupted her, because she DID have a chance to tell me she was going to give me a refund, to which again she immediately followed up with “even though I KNOW we made it right.” Just another glimpse of how the managers interact with the customers.

After a bit of time, she then tells me that because I am a loyalty member and used some shore points, the refund couldn’t go back onto my card and that I would have to pick up cash in store. I assumed the points could just go back on my account at the very least, I didn't care if the money went back onto my card or not, I just wanted some kind of reimbursement. She said nope, only cash pick up. So I AGAIN was only given the option to go out of my way back to the store to have this remedied.

At that point I just hung up. It was clear that whatever “management” that they had running the evening shift on Monday 12.16.24 was in no way adequate at customer service and it was just not worth the headache at that point. To be completely honest, I wasn’t even that upset about the missing meat. What really infuriated me was the management accusing me of lying and the nasty attitude she gave me from the very beginning.

Hoping management there can be kinder to future customers. I know I...

I LOVE Jersey Mikes, but I will never come to this one again. This is my third bad experience at this location, which is a shame, seeing as how it has only been open a few months.

There were no mats on the floor, the trash in the bathroom hadn't been emptied from the night before, and the prep area had meat and cheese remnants on the slicer, tomatoes on the prep station, and loose lettuce sprinkled everywhere in between.

This morning 1/9/19 I went in at 10:20; they were barely open. I figured it would be a quick in and out of my favorite sub shop.

All of their aprons and hats were disgusting... Like, days of old sauces and meat stained and dried to the front disgusting. There were multiple people just standing around not working, but I still had to wait before being waited on.

The girl who waited on me came from the customer side of the counter where she was passing off clothes to a new employee, walked to the back, rubbed her hands down her gross apron, grabbed gloves, and started to put them on.

I asked her if she was going to wash her hands, and she said, "Well I just finished washing dishes..." like that was kind of reasoning for NOT washing her hands before she touched my food. She begrudgingly washed her hands.

When I asked if she was going to wash her hands, I was polite, but from the way all of the employees stared at my slack jawed you would have thought I just slapped her.

Based on the uniforms, I assume the back of the house was SUPER GROSS, and washing dishes is not the same as washing your hands...I will not go back there again for fear of cleanliness issues.

After she washed her hands, she was lovely and polite. She was by far the nicest person in the store. (Young, Hispanic, tattoos of cartoon characters on her arms). She even made sure to remove the pickles before adding the vinegar to my sandwich and explain why.

The lady in charge (white, 45-55, red hair) glared at me while I was in the line after I asked about hand washing. Literally glared. It made me a bit uncomfortable.

I will drive the extra 10 minutes to go to the JMs on 35 in Tech Ridge; this place needs new...

Today we ordered our subs by the website at 2:31 PM. We were told they would be ready for pickup at the Round Rock store at 2:45 PM. I arrived to pick up the order at 2:55 PM. I went in the store to check on my order. I was wearing a motorcycle helmet with the clear visor up. The cashier asked for my name. I told him who I was twice because he didn't get it the first time. He checked and said it was not ready yet. I went outside to wait for the order. At 3:10 PM I went back inside to check on my order. The same cashier gave me a bag. I checked inside and knew it was not my order because the sales slip indicated it was for Cheryl. I handed it back to the cashier and told him it was not my order. I gave him my name again and he checked around the counter, and another employee started looking around the cash register. The first cashier told the other employee he did not find the order. The other employee checked the cash register area and found the order and gave it to the cashier. I went back outside and waited for my order. I went back in at 3:25PM to find that my order was complete and sitting on a table that two employees were pointing to.

I requested to speak to the manager about the service. I showed her the message from Jersey Mike's saying the order would be ready at 2:45PM. She said "well we have all of these orders ahead of yours, and my employee could not hear you because of the helmet you had on. It is courtesy for you to remove your helmet so he can understand you." She blamed me for their incompetence of losing my order. I would have given this bisuness no stars, but they have to get a least one for...