Jimmy John's — Restaurant in Virginia

Unfortunately I have to leave a negative review due to the manager Trey’s lack of customer service skills. I came by on my lunch and ordered and Unwich meal as usually but this time I decided to add on a brownie to my order. When I got home, I got the brownie for dessert and I noticed inside of the package it looked extremely dry and was breaking apart. The next day I called in to the store and asked if I could get a refund for it (unopened packaging) and was told it is the next day and their system wouldn’t allow that. I didn’t understand since it had been less than 24 hrs so I called the Jimmy John’s customers service number. They took my number and stated someone would be giving me a callback from the store location. I waited exactly a week and never heard from anyone. I still had this brownie and decided to just go back in store and instead of a refund (only $3) I would just ask to exchange it and hope for a fresher one. When I explained to the cashier he was happily ready to let me exchange. As I placed my hand on a new brownie to get, the manger/ Trey then yells “NO!” at me. Everyone in the store is confused and looks at him. I then say “no?” He says “yea, NO, it’s nothing we can do with the old brownie it has been a week” I said “yes, I tried to address this a week ago, but no one got back to me. I don’t want a refund just to exchange.” He said “no” again and I said “okay I will call customer service back.” I called back and they apologized on his behalf for yelling at me and that no one contacted me from the store or address the matter themselves. They also made me an offer for the inconvenience.

The same week this happened my boss who is over the military base wanted to plan a luncheon for the General who was coming from out of town to our area for a meeting. Jimmy John’s on base was one of the options to order from, but once I told them my last interaction they no longer wanted to order and support this location. Treat people better, a small exchange for a $3 brownie lost this store...

Never been a big fan of sandwich spots, but Jimmy John's changed my opinion with a full 360°. They have extremely fast service and every second matters here on base when you're on the clock. They truly cater around the customer with an excellent app that enables you to have your favorite combos 1-tap away and ready in store the second you walk in or delivered directly to your place. Rewards and pricing is astonishingly reasonable and the biggest bang for your buck you'll get on base on a daily basis. The giant 16" upgrade to any sandwich and many standard add ons are free at Xtra portion sizing. Honestly one of the highpoints while...

Love this place. The food is always accurate, quick and delivers with friendly service. I am glad I chose to pick up instead of delivery tonight. If I had ordered delivery I may have been disappointed with the wait time compared to the usual "freaky fast." Instead I opted to pick up in store. This gave me the opportunity to see how busy the store was and how hard and fast the team worked to deliver the best customer service they could. Not one person, including the delivery drivers, was standing around. Everyone has their part to play and this store truly does what it takes to make a...