Jimmy John's — Restaurant in Virginia

Do not give this store your hard earned dollar, and certainly not even a penny. The customer service is the most hostile and defensive I have ever had the displeasure of experiencing first hand. I placed an order for two toasted chicken sandwiches through Uber Eats. The sandwiches arrived cold and in no way toasted as advertised and purchased with the expectation of receiving. After calling several times and being hung up on without speaking to anyone and placed on hold to be ignored I travelled to the store in person and asked to speak with the manager.

I informed her that I tried calling several times and how that experience went and she just shrugged like it was nothing to be bothered with. I explained the disappointing order received, that the sandwiches were supposed to be toasted and gave the receipt from the store and the sandwiches back to the manager.

She then stated that they made the order as they received it and that it wasn't their problem but Uber's. She offered to remake the sandwiches this one time but that this was my problem with Uber and that no refund could be given. I said that I would appreciate getting the sandwiches I paid for and that I did not want the cold sandwiches back. I also stated out loud how great it is to have to have another game of hot potato of whose fault it is and how no one can be responsible.

She said she didn't have to remake the order if I was just going to give them attitude and be rude. I never raised my voice. I never used inappropriate language, swore, or called anyone any names or questioned anyone's ability to do their job. I never got in anyone's face, threw any objects. I was simply upset that an order I placed couldn't be fulfilled by either party without each side digging their heels and and acting like the ones wronged. But apparently this manager is so woefully trained that she decided to escalate the situation so far out of proportion that I don't think it will be topped in my lifetime!

She then asked me to leave and threatened to call the police. I left but then I returned back after realizing that I needed her name to file a complaint about her management skills. She refused to speak to me and again threatened me with the police after I repeatedly asked politely for her name that she refused to give as the manager of a sandwich shop in front of a line of customers.

I left again but I will not let this level of horrible treatment to a customer whose order was wrong, who did not threaten, attack nor verbally abuse anyone go unaddressed.

This is how they treat people who they don't like. They will be disrespectful, threaten you away with police action over an "attitude" they judge based off their own warped view, and they'll do it in front of customers who haven't even placed an order yet. They'll throw away the chance at correcting a simple miscommunication and make a scene over 2 sandwiches. They'd rather attack their customers than assist them. Talk about biting the hand that feeds you.

Management needs to undergo thorough training on how to properly handle upset customers, regardless of whether they ordered through a platform or in person, and how to recognize what a real threat is versus someone you take a personal dislike to because they're upset an order was mishandled and just wanted a fix. Empathy, contrition, and professionalism is how you get through tough times with customers trying to get what they pay for.

For your own self-respect and safety do not patronize this store. They don't want you or your money. They just want to be right no matter what. Try Jersey Mike's, they're the best in everything: sandwiches, timeliness and...

Okay so this is the 2nd time we have ordered from this particular place. The first time, we ordered they forgot a soda. The delivery driver said he would leave and bring it back. I called the store and said, he didn't need to drive back just for a drink and they said they would put it in the system for the next time. Fast forward to our order tonight, I place the order as I did last time, and noted that we were due a large drink that was missing from our last order. I get a call back saying they didn't have anything in the system and that he wouldn't be able to send a drink without documentation. Umm, why would I lie about 1 drink when we ordered 3 sandwiches. I say it's should be in the system, he says, not there. Ok, so where are we? Instead of just sending a drink with the order, you insult me for requesting to get a drink I paid for and lose a customer. Way to go, customer service was poor, but the food was pretty good and the delivery drivers both times were cool. But NO I will not be ordering from this store again, I hope that $2.50...

Let me be clear that the staff at this location was amazing and that my sandwich was perfect. However no less than 4 employees were being forced to work despite this location’s AC being out. They didn’t even tell me, it was obvious based on the building being HOTTER INSIDE than it was outside, and this is during a historic heatwave in VA. The location manager should be ashamed of themselves for forcing this location to be open at all with no AC. Is this not an OSHA violation?? I urged the employees to unionize and I meant it. Had I known the employees were made to work in these contusions I NEVER would have placed a pickup order here. Whoever their manager/boss is, you should be ashamed of yourself. You don’t deserve your title and certainly not your pay. The ones who deserve a pay raise are the employees working in a building that was easily 85-90 degrees, with a single box fan, and amazing kind attitudes despite the heat. I wish them well and I wish the manager gets horseradish in their eye every time they work for the rest of...