Jason's Deli — Restaurant in Virginia

I just had a very odd interaction with an employee operating your curbside pick-up service at the Willow Lawn, Richmond Virginia store.

I arrived and called the store number to announce my arrival and request my order.

The employee told me that I would have to come inside to get my order.

I repeated to her that it was a curbside pick-up order.

She proceeded to tell me that I would have to come in and get the order because I had been rude to an associate during the previous visit and snatched a bag from the associate. This is not true, and she had not communicated that alleged interaction to anyone on the management team.

During my previous curbside pick-up visit, this same associate told me over the phone that no one on their team was allowed to deliver curbside pick-up orders outside until all orders inside were completed. I had no way of knowing whether that was true or not, but I walked into the store, spotted my lunch order in its usual place, picked it up and left; I did not engage with anyone in the store.

I shared these facts with a store assistant manager today, along with the experience of this same employee resisting bringing my curbside pick-up order to my car at other times.

I asked the assistant store manager to identify the employee to whom I had been rude so that I could understand what I had said or done and apologize if necessary. His reply was that apparently a whole group of employees had the same experience. Really? On the same day? At the same time? None of it makes sense and no one stepped forward with specifics.

This level of customer service was extremely poor.

I have given a lot of business to this store and have consistently tipped the curbside service team even when I had to walk into the store to pick-up my food.

I no longer trust the safety of the food that will be prepared for me by this team and...

My family and I have been coming to this Jason’s Deli for over 10 years. Over the past year or so they have welcomed new management and unfortunately things have changed for the worse. They are now serving the “lighter portion” potatoes and charging full price. This has happened the past several times and when we have brought it to their attention, we have been told the manager made the potatoes himself. Yikes. I’d like to see what they are serving as the lighter portion now since the regular portion has changed so drastically. They are also no longer serving pickles with the deli sandwiches, even though chips + pickle is even cited on the receipt. When management changes, please provide them with proper training to ensure consistency. We are longtime patrons and this is the only location we have experienced these problems with. Hope to see things change back to normal or we’ll just find a new deli.

Edited in response to Brett: Thank you for your prompt response. We visited Sunday, August 27, 2023 around 5pm. We checked at the salad bar for the pickles. None were available. We had to go up to the counter to request them. Even if pickles had been at the salad bar, the small sized plates are no longer stacked by the salad bar, so we would have had to take our sandwich plates from our dining table up to the salad bar (a health code violation). The manager on duty was Ethan, though he did not opt to speak to us directly following our complaints. Instead, he sent a part-time employee to our table to relay his response to...

The manager working tonight 10.26.21 was unprofessional when contacted via phone about a mistake made on my order 10.25.21 She was not polite when contacted via phone and even more unprofessional when I took the food backup the restaurant. I walked into the restaurant, was not greeted, stood at the counter for a few seconds and then approached by the cashier. I shared with the cashier that I was returning food that was made wrong. The young lady at the register reported that she needed to get the manager. The manager approached me did not say Hello or anything put her hand out for the returned food turned around and threw it in the trashcan behind her. She then put her hand out for my receipt and walked off in an disgusted fashion. She never once apologized for the mistake on the order, acknowledge my presence as a customer or inform me that she was going to have the order corrected. While I waited, I ordered 3 strawberry shortcakes, the cashier rang me up and was bagging the shortcakes. The manager saw her bagging the cakes and asked "Gosh who ordered all of them, how many do we have left" as if the amount of strawberry shortcakes that I ordered was too many or outside of the "norm" for an order!!! I paid for them if I wanted to order 10 what is the problem?? Overall, the managers display of unprofessionalism over the phone and in-person does not warrant an additional return to this location from me and is just not a good look for the restaurant. She didn't have a name tag on, hat or hair...