Jersey Mike's Subs — Restaurant in Waco

I am giving two stars based on positive past experiences and the generally good quality of the food. However, today was not a positive experience and may just cause this store to loose my future business. I had been a weekly regular at this store and usually had a great experience and had mostly positive experiences with the staff, many of who knew me by name. I had not been in for a while due to several things including stopping by only to find it very busy with in person customers along with being tied up with online orders, and no tables available to dine in. I stopped by today and found no one in line and placed my order right of way. They got quite busy after I placed my order so I kept an eye out for when my grilled sandwich was ready. I noticed the worker appeared to be finished with my sandwich and watched him place my sandwich in their brown bag only to see him drop my sandwich onto the floor. He paused for a second then picked up my sandwich and put it in a new brown bag. I stepped up to get my sandwich and asked him if he had dropped my sandwich on the floor. He told my he had. In a bit of disbelief, I asked him again, and again he told me that he had dropped my sandwich. The sandwiches are wrapped in paper before being placed into the brown bag, so it never came in direct contact with the floor. I took my sandwich to the table to check it out and found it to be a bit of a mess with the cheese smeared around the wrapping paper. Now it was edible, but I was a bit frustrated and didn't feel that I should have to eat messed up sandwich. I walked back up to where I ordered and the employee who appeared to be in charge, asked if there was a problem with my sandwich, so I told him that my sandwich had been dropped and showed him the sandwich in the wrapper. As I stood there, he turned to talk to the person who made it and talked to him. They both shook their heads and shrugged their shoulders and said they would make a new sandwich. The same person made the sandwich and handed it back to me at my table, and I thanked him. Accidents happen and should be owned up to and fixed. Here's my frustration with the whole thing. AT NO TIME DURING MY VISIT DID ANYONE APOLOGIZE FOR THE CAUSING MY BAD EXPERIENCE. If someone had said "I'm sorry sir, we'll fix this", instead of treating my like a "Karen", I wouldn't have given it a second thought. On top of all of this, I noticed that the guy who appeared to be in charge, had a full bushy beard, and was not wearing a beard net as required for food prep. They lost a regular...

Updating my review because the Manager called me personally. I hate ever calling a business out. However this manager is the real deal and wants our business back with a promise for improvement. I love when businesses embrace things like this. We will be back!

First time they’re ordered via the app. Got home (25 minutes away) missing one of 4 sandwiches. Called Was told by Roger it was forgotten and they put it in the back in case we came back. Never called (our number was on the order...no effort made to reach out). His solution was to take my name and the next time we came in we give his name and my name and they will take care of us. The following weekend we order on Sunday 11/5 via the app. Husband is picking up on our way home 15 minutes after I placed order. Goes in and asks at the register. Was told it was being worked on. AN HOUR LATER he received our food. While waiting he saw people who came in after him get their food while the staff made a point to not make eye contact. It was busy, but this is ridiculous. Didn't even get to inquire about our credit for a sandwich as they made a point to not make contact with him when they knew he had been waiting a long time. TWO HUGH ERRORS in one week. DON'T waste your time. Go to another Jersey Mikes. This place is an absolute joke on time management and customer service. Way to go the...

I went to the Hewitt drive location around 7:15 on a Saturday (today) and was sorely disappointed with the service there. When I walked in, there were not any other customers in the restaurant. I saw one guy sitting in the back on a counter looking at his phone. I approached the counter and waited for someone to take my order. That guy I first saw walked out and got as far as their cooler, but in plain sight of me, and started looking at the bottom of the cooler or the floor. Then two more people came out from the back. At this point, nobody acknowledged my presence. The first guy said to another guy that something needed to be shaken out. To which that guy exclaimed, "Holy shiiiiit!". There was also a lady and she was putting on her gloves, but also looking at the cooler. They all kept looking at the cooler and ignoring me and, after about 30-45 seconds, I decided to leave. Still, nobody acknowledged me, so I left. Then, on my way home, I thought I would call the manager on duty to let him/her know what happened. And, to my amazement, the phone rang 15-20 times and a recording came on saying that the memory is full. Hopefully the franchise owner will read this and address the issue. I was about to spend $25 hard earned dollars and these employees were not interested in...