DW
Denise Walcott
Aug 2, 2026
On July 23, I ordered from Jimmy John's and my order was incorrect. The store told me they would put my name "in the book" so I could redeem a free sub on a future order.
Yesterday, I called the Neenah Jimmy John's (Store #0623) to redeem that sub and placed a delivery order. I was informed there were no Jimmy John's drivers available, so the order would be delivered through a third-party service. That was perfectly fine with me.
The order was expected around 6:45 p.m. A little after 7:00 p.m., my husband received a text saying it had been delivered. Unfortunately, it was delivered to the wrong address.
My husband immediately called the store to explain what happened. The employee he spoke with, Chris, was extremely rude (we were on speaker). At one point, she told him, "I don't have to help you." When my husband tried to explain the situation, she sarcastically said, "Bye," and hung up on him.
I called back and spoke with the manager, Alex. She claimed there were phone issues, but that wasn't what happened. Chris intentionally ended the call after saying "bye." Alex then told me I would have to contact DoorDash for a refund because they handled the delivery. That didn't make sense to me since I placed the order directly with Jimmy John's, not DoorDash.
I asked to speak with the store manager's supervisor, district manager, or owner, but Alex said she could not provide any contact information. It's hard to believe there is no way for a customer to escalate a serious complaint to someone above the store level.
After getting nowhere, receiving conflicting information, and dealing with rude customer service, I ended the call. In the end, I never received my food, never got my replacement sub, and never received a refund.
This was the worst customer service experience I've had. I would not recommend the Jimmy John's in Neenah (Store #0623) based on how this situation was handled.