Jersey Mike's Subs — Restaurant in Virginia

I've been a loyal customer of Jersey Mike's for years, like 18+ years since we been going before my son was born. I run a business nearby and since I've been here, June of 2024, I've been ordering Saturday lunch for our sales team at least once a month. My average purchase is around $350+ each time. Here's what took place today. I ordered 15 Giant Mike's famous Philly cheesesteaks, Subs by the Box, and 3 brownie platter. By ordering the brownie platter, my delivery time was pushed back to noon, instead of 11:30 am. When I came into the lunch room to check the food I realized that there were packaged brownies, premade, instead of "Fresh baked cookies/brownies" that you guys advertise on your website. Also, you guys gave 15 packaged brownies, instead of 12 "fresh baked cookies/brownies" that you show on your website. I ordered 3x of these brownies because we have about 25 people that would be eating, and not all of them were going to eat the brownies. So when I called the store to talk to the manager, the gentleman who answered the phone happened to be the manager, and when I told him about the situation, he said "The brownies are always sold packaged and not freshly baked." I told him that wasn't true because I ordered them before and we received them in the container, not individually wrapped, and it was still warm. He continually told me that I was wrong and that packaged brownies are only way they sell them. Now he's really insulting my intelligence, to a customer who ordered them before fresh baked and just wanted me to tell me it is what it is. When I told him how disappointed I was and that I've been ordering here regularly, not once did he say I'm sorry or anything. I also told him that I'll never order from this location again and he was just like "ok..," like oh well.. Over the years my experience with Jersey Mike has been pleasant and I just don't know what happened today. Please go check and see how many times I've ordered big orders like this on Saturdays. I'm not a complainer but what took place needs to be looked at by someone from corporate. I'm sure the owner of this store is going to get this email but you guys have to change your Menu if you're advertising "Fresh baked Cookies/Brownies" but offering a packaged one. That's false advertising. I think what took place was they forgot to bake the brownies fresh so they just replaced it with packaged ones. I'm going to wait and see how you guys will respond to the false...

Been using this location for a while and won't be coming back for a while. The food is good. I'm tired of the headaches dealing with this location. Don't ask for customizations or add-ons. You will spend extra for things you won't get. If you order XTRA MEAT and XTRA CHEESE on a Regular, you are spending another $4.25 + tax and it's very likely you won't get it, or it will be on the WRONG sandwich.

This location used to be a rock star. But in the past few months to a year we found ourselves ordering less frequently because the service has fallen off. Extras are missed, added to the wrong sandwich, or the wrong sandwich is made.

If you call, they will refund part or all of the sandwich, but ... I found myself calling more frequently and it became a headache. Another thing they will do is write your name in a notebook for a future free sandwich. But the app doesn't read their blue covered spiral bound notebook.

I work a lot of hours and using the app or order and pick-up was huge when crunching on a work deadline.

This location needs to go back to doing things right the first time. I think they changed management/ownership because in the past, they ran a tight ship. I'm guessing it was more than a location...

late web order. I yelled out hey I don't see my WEB ORDER pickup counter, at that moment I figured something was off because it's late now. Did get a reply sorry were backed up. But after seeing 6 walk in people completed first, my mood changed "if you don't want to make my sandwich I'll take my money back." no response. "You have my money are you making my sandwich?" After standing patiently. Why order on line if coming in gets faster service! This would have been so different if there was some effort to take care of my order when they realized it was late. Not take care of all the walk-ins and then finally start my order. I left feeling penalized for ordering my food on line. If I wanted to not wait I could just leave, but they have my money. I could tell they were annoyed and didn't really want to be there. I would have preferred my money back. They left me stuck waiting for a +$19.06 sandwich add tax. Plus they nerve to ask for a tip. Old review 5 star DEL...