Jersey Mike's Subs — Restaurant in Saratoga Springs

I've never been treated so poorly at a restaurant. There was ZERO professionalism in this building. My wife and two kids and I went to the drive thru at the new Saratoga Springs location. We've been a handful of times since it opened and have always had a great experience. Tonight we were the 5th car in the drive thru and after the car in front of us ordered, there wasn't enough space to reach the box to order. So we waited for over 15 minutes. We almost backed out and went inside because of how long it was taking (I wish we had). When the cars finally pulled forward enough for us to order, we heard the recording that asked us to hold our something like that, I didn't know it was a recording, so I said "okay" then the girl working on the drive thru said, "we're actually closed. We closed at 6". It was 6:12. I told her we'd been waiting for at least 15 minutes and her response was, "well we're closed now." No "sorry about that" or friendly "have a great new year's day." As if we were the burden for not realizing they were closing at 6. I backed out of the drive thru and called the store. The employee that answers said "Thanks for calling Jersey Mike's. We just closed." Once again no "sorry" or sign of empathy. I asked for the manager. Dillon gets on the phone. I told him what had just happened in the drive thru and told him that they still had they're open sign on (which was still on when we drove by at 6:50), and that I wanted to complain about the whole process and how I was treated. His response, "Go ahead." Throughout the entire conversation, no "I'm really sorry about that" or any sign of professionalism. He just kept going back to them closing early for the holiday. I asked him who his regional/district manager was and how I could contact them and tell them the story. He didn't know. He's "just an assistant manager." So after I asked for the general manager's name and schedule he provided me with the info. I'll be calling or stopping in tomorrow to talk with her.

As someone who has managed in both the restaurant and customer service industries I was shocked that between 3 individuals, none of them could put themselves in our shoes. Yes, we probably were cutting it closer than we should have. But in our defense, no, we didn't know they were closing 3 hours earlier than normal. I don't know why you would close a restaurant at 6 for new year's eve. That's before we ever have dinner. The other restaurant we went to was closing ONE hour early not 3. In the end, we did want the food. Sandwiches don't take long to make (EXCEPT AT THIS LOCATION), but it was really the way we were treated that makes me never want to return here again. I'll spread the word to everyone I can because this was an absolutely terrible experience. We'll drive the extra 15 minutes to Lehi if we want to eat at Jersey...

I never wrote reviews but after 3 different very poor experiences at the same location with wrong orders (not just 1 sandwich but every single sandwich in our large orders) and hundreds of dollars and lots of time communicating with this store, I felt like I needed to write. Since this last visit was costly and I couldn’t return to have all 7 sandwiches corrected and the bowl they never included, I am writing to the company and store- Dear Jersey Mikes in Saratoga Springs, Please SLOW DOWN! Your processes are too focused on speed. Your training of staff needs to be focused around what is written on the order! Not everyone (and this includes my whole family) likes MAYO! If you put it on 7 sandwiches and 6 don’t like it- it’s not a meal- it’s a huge problem! When a customer calls and you are busy, that’s okay we understand but please return the phone call and make it right- and you can be better and quicker with that too. We really love to support our local Businesses and were so excited to have you join us here but sadly this will not be a place we come to nor will we recommend or suggest it. Both corporate orders and personal orders will no longer be something we will come to your store for. I hope you will read this and work to make things better for your...

I went in to order my husband a Philly cheese steak. The line at the drive through line was fairly long so I opted to run inside. There was no line inside but a few people waiting. I ordered. They wrote down my order on a slip of paper, wrote my name and handed it to me to give to the cashier. I handed her the slip, paid and then waited. And waited. And waited. Finally I asked what the status of my order was after almost 20 minutes. I knew the drive through was busy but this was a joke. The girl walked back and forth asking about it. I wouldn’t be as bothered but there were 8 people working. 8! Finally they started on my 1 sandwich after asking me what my order was at least three times. Then someone else came over and asked if I had the ticket or my receipt. I told him I wasn’t given one but would be happy to show him the pending charge on my card. He said that’s ok but kept rifling through stuff at the register. They handed me my sandwich, said have a good day and that was it. No real apology, no what can we do to make it up to you, nothing. The only reason I gave 2 stars was because the sandwich was good according to my husband. But train your employees better, have a better system or...