Update: I am extremely disappointed by both my experience in your store and the response that was posted to my review. It appears no one actually read what I wrote before responding. Your reply apologized for a missing avocado and referenced a refund request—neither of which had anything to do with my experience.
My complaint was about being ignored when I entered the store, employees refusing to assist with a simple question, an employee becoming visibly frustrated while preparing my food, disregarding my requests, throwing my sandwich into the trash in frustration, and treating me with a complete lack of professionalism and courtesy.
If management cannot take the time to read a customer's feedback before responding publicly, it raises serious concerns about how customer complaints are handled at this location. I took the time to provide a detailed, factual account because I hoped it would be taken seriously. Instead, I received what appears to be a generic response intended for someone else. I will be forwarding my original review, along with your incorrect response, to Jimmy John's corporate so they can see that my concerns were never actually addressed. I hope they take customer feedback more seriously than this location has.
I had one of the worst customer service experiences I've ever had at this Jimmy John's, and I hope the owner or management takes this seriously.
I came into the store yesterday around 4:35 PM. When I walked in, no one acknowledged me or greeted me. I had to ask if someone could help me before I was finally met with, "What do you need?" rather than a simple greeting.
I politely asked if someone could help answer a question I had about the Jimmy John's app. I was told they had never used the app and couldn't help me. While I understand not knowing every feature of the app, there was no effort to assist me or suggest another way to get an answer.
I then ordered a #12 Beach Club and requested that it be toasted. As they prepared my sandwich, they forgot to toast it. I politely reminded them, and instead of simply correcting the mistake, the employee became visibly irritated. He aggressively handled my sandwich, pulling toppings off the bread in a frustrated manner while leaving the lettuce on it.
I asked if the lettuce could be removed before toasting because I didn't want it to become soggy. Despite my request, he proceeded to toast the sandwich with the lettuce still on it. I pointed out that this would make the sandwich soggy, and instead of responding professionally, the employee became even more upset. He started breathing heavily, grabbed the sandwich, and threw it forcefully into the trash before making a new one.
While remaking my order, he forgot to add onions. When I asked if they could be added, he told me I would have to request them through the app. I found that especially confusing since, just moments earlier, he had told me he didn't know how to use the app and couldn't answer my questions about it.
When my order was finally finished, he handed me the bag without saying a word, avoided eye contact, and didn't even offer a "thank you" or "have a good evening."
I've been a loyal Jimmy John's customer for a long time, but this experience completely changed my opinion of this location. Everyone makes mistakes, but there is no excuse for treating a paying customer with hostility, frustration, and disrespect. I won't be returning to this location, and I'll be sharing my experience with my friends, family, and coworkers so they can decide whether they want to visit as well.
I sincerely hope management reviews this incident and provides additional customer service training, because no customer should be treated this way.