Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered food for myself and coworkers, on Feb. 10th, at 12:30, and by 12:40 the app notified that the food was on its way. Then 12:55 rolls around and were were wondering where our food was. Given that we are only 7 or so minutes down the road. Then 1 rolls around, and I call the store and they say that maybe since the driver took two orders that he would be showing up shortly. We said thank you, and that we would continue to wait. Then 1:15 comes, and still no food. I call again, and am told to wait another ten minutes and if they still haven't shown, they will issue me a refund. Which after the allotted extra 10 minutes, kit became a discuss of should we just call down and ask for the food to be remade, and how would they go about trying to refund a free birthday sub code, when it states it couldn't be exchanged for monetary value in its description. Now It is 1:27 when food finally arrives, we pay in cash. And when we unpack the food, its not as ordered. So we reach out to jimmy johns, through their review page, and the franchise leaves a response with a site for a survey and when we receive a reply, its to state that this particular jimmy johns is independently owned and that the owner has been sent an email to reach out. Three weeks later, we have received no further contact, and upon checking their reviews this is a commonly recurring behavior for this location, late orders(not a company promoted quality) and food being made incorrectly or not making it to the order for delivery at all.

  Business Response

  Date: 03/01/2023

  Hello *****!

  First and foremost, our apologies for the delay!  I understand you ordred February 10th and had a late delivery of over a hour, truly sorry for the delay and not communicating with updates!  

  We have questions to inquire about this experience so we can further improve execution:

  1.)  Did you talk to a manager or get a name from the person you were talking on the phone with when you called both times?

  2.)  What was wrong about your order exactly?  You stated when you received your order, but the food was "not as ordered".  What specifics were wrong so we can investigate and review with the staff about the details.  

  3.)  What phone number do you usually use to order with?  We looked up the phone number ************ and no order history came up with that one.  If you do order from another number, please provide so we can pull up your ticket from when you ordered so we can see all the details.  

  4.)  Do you have the order total dollar amount and the last 4 digits of your card that you used?  The info I have so far to get a refund is that you ordered on 2-10-2023 around 12:30PM.  I will need the order total and the last 4 digits of your card used, or the phone number you usually order with so we can find it in our system.  Please provide that information and we will happily give you a refund, credit, and your redemption back for your birthday sandwich for the next time you order!  

  Again, our apologies for the delay and thank you for your feedback!  We hope you have a great rest of your day!

  Sincerely,

  *************************
  Jimmy ***********;
  Owner/Area Manager - *********

   

  Customer Answer

  Date: 03/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 03/16/2023

  Sorry for the late reply, my email is just showing it. 

   

  1.) I did not get a name, all that happened when I called was "Jimmy ****'s", all three times from what I remember

   

  2.)the hubter club was off menu, not as I ordered it. Regular amounts of tomatoes mayo, and lettuce. Not cut in half. The 16 in, was prepared as ordered, but not cut as expected.

   

  3.) I've worked within 5 minutes of this location going on a decade now. First ******** and now the book rack. And it's been the same phone number all that time, I did have to make a new account after covid but my name and number is the same

   

  4.)the order total was *****, after the use of my free birthday sub. I paid in cash, as I noted in my review.

  Business Response

  Date: 03/17/2023

  We are able to offer some free sub cards for customer.  The sandwich details are worded poorly, sounds like the main issue with the sandwich was that it was not cut in half.  We can certainly send out some free sub cards and give their loyalty birthday redemption sandwich back into their account.