Ordered two subs from Jimmy Johns last night at Red Bug and Tuskawilla in Winter Springs. Here is the response I sent to Corp after they contacted me…..
My online order was placed at 5:17pm. Because this location is usually so fast, I got in the car and drove up and picked up my sandwiches straight away.
As usual, my order was sitting on the table near the front door, I waved at the employees and said thank you. I was greeted with a very freindly thank you back and I left. I did notice that there were 3 or 4 guys standing around and nothing was really going on, i.e. not very busy at all.
Once home, I discovered our names were not written on each sandwich (as usual), so I tore open each only to find that my wife’s Tuna sandwich had no meat.
I called the store and spoke to an employee that gave me an ugly answer – something along ther lines of “thats not how it works”, upon getting upset he decided to pass me over to the manager who I later discovered was Ethan.
I described the situation to Ethan in a very hostile tone and most certainly with a few curse words and he proceeded to tell me that he would “make it up to me next time”. I explained that the solution given was unacceptable and wanted to speak to his boss and asked for his name. Ethan then proceeded to explain to me that it was against company policy to give out his boss’s name.
Very angry now, I explained that everybody is accountable and that the cover up is always worse than the crime. He hung up on me at this point. With my anger at such I high level, I decided to not go to the store and speak to Ethan because I most certainly would be sitting in jail right now.
A Few facts and some concerns:
1) I have all conversations with Ethan recorded. His disdain for customers and his indifference for my dilemma comes through with his tone from almost the very beginning.
2) I wanted my problem solved last night, not in a blizzard of complaint forms the next day.
3) I am involved in the restaurant industry on a daily basis. I understand the struggles with staffing. The ability for a team member to simply show up for work qualifies a person for management these days.
4) I think at a minimum your manager Ethan must understand that basic respect and a little customer service goes a long way when solving a problem. Telling an angry customer who just spent $32 on two sandwich’s that “we will make it up next time” is not and never will be an acceptable solution.
5) Young people today that work in the restaurant business seem to have developed a condition of apathy when it comes to job performance.
6) Don’t tell me that you are going to make it up to me. That time was last night when my sick wife needed some food. The fact is, I had a terrible meal, my wife ate fridge leftovers and Jimmy John’s is in posession of my hard earned $32.
7) I don’t want any gift cards, because I am sure you will understand that I will never put an order in at any Jimmy John’s location ever again. There is so much competition in my area, I have several choices for subs just on that one corner alone.
Feel free to call me at 407-***-**** or email me at either mike@mikelilley.net. I have posted pictures on my website and on twitter of the sandwich that I am speaking about. It is clear that the sandwich was assembled with great care and wrapped well. Leaving the meat out is curious, how does such a thing happen. It was ordered as a Tuna Sub, not a cheese sandwich.
My complaint, in the end, you have my money and your manager Ethan continues to have disdain for the customer and an unpararelled apathy for his job duties.
Links:
My facebook account is locked down at the moment.
When I have the time I will post and update on every social media platform I can think of. I curious if your manager will change his mind about his reaction.