Jimmy John's — Restaurant in Rowlett

Ordered online through their direct website. They called when the food was already supposed to be delivered, so I thought they were in the parking lot. Then they stated that they could not deliver since they do not have a driver anymore. They needed to use a third party delivery driver and to pay the delivery fee balance over the phone. My payment was already made and accepted online.

I proceeded to say no worries, I’ll just pick it up. Went to get it, the sign “exceptional deliver” was lit up, yet they don’t have a driver. When I walked in there was a very welcoming environment until the moment I said “I want to redo the transaction to take off their delivery fee and tip for the driver”. The employee’s demeanor dramatically changed. She actually huffed and made a big sigh like I was inconveniencing her. I spoke that I was frustrated with the experience, as one should be. It should have been an easy interaction with “we are sorry for this inconvenience, let’s redo the transaction and get you on your way.

This employee then very dramatically processed the voided transaction. I asked how I would know I was refunded the first transaction and she said “didn’t you just see me void it?” Unfortunately, I could not also see the screen that was facing her. She then raised her voice and held up the recipient and started shaking and waving it at me saying, “do you want to see it?” Why yes, who wouldn’t want to keep their voided receipt to make sure they are not charged twice. She never gave it to me.

After this she rang me up and then slammed my food on the counter. Then she shoved it toward me. It was a very unnecessarily rude and disrespectful experience. A simple problem that could have easily been resolved with minimal customer service skills instead of very aggressive body language and condescending attitude. I unfortunately didn’t accept the food and had to get our order somewhere else, causing extra delays in our day. Definitely not a “freak fast...

I love JJ’s but had a terrible experience tonight at the Rowlett location on Sunday evening with the African American female employee. I walked in the store was completely empty. No employees at all. After a couple of minutes, the employee came out from the back and said “yes?” Like I bothered her at home. I let her know I was picking up a Togo mobile order I had placed and paid for 20 minutes prior- she then printed the ticket and said she would get started and mumbled while hand waiving at me. I said “sorry? I couldn’t hear you.” She sighed and said “I SAID you can get your drink”. She also yelled that I can’t use the restroom- I guess they close the bathrooms two hours before closing? Everything she said besides the yelling I had to ask her to repeat because she barely spoke audibly, would not make eye contact at all, and instead seemed to be having a conversation on her AirPods. When I politely asked her to repeat herself, she would sigh before doing so. All in all a terrible experience and I see from previous reviews this is not the first time someone has had this issue. She was very rude and dismissive and it really put me off this place.

Edited to add: our order...

It's a Jimmy John's, ok? But not all created equally. I feel like every time we're here the service is friendly and fast, but the quality of the ingredients at this location could use some work. The lettuce is always questionable and sometimes their tomatoes look so bad I just ask them to be omitted if I know they're included in my sandwich choice, which is a real shame to miss out on them. Today's experience was quickly rectified by a friendly sandwich maker (4/11/25, lunch time) but worth adding feedback because this should not happen: I ordered the Club Tuna and my first one the onions folded into the tuna salad were RANK. They were quick to offer me the batch of tuna salad that was made today, not yesterday (they admitted the first one I got was made with yesterday's tuna salad) and remade my sandwich without a fuss, but - anything with onions chopped up and incorporated into the mixture should ONLY be made daily, and potentially twice a day. Onions can only be exposed to oxygen for a few hours before they turn very gross, both in texture and flavor. So that much...