Christopher Y.

I placed an order for my kids and every item with an exception to the (3) Chocolate Chip Cookies was incorrect at the Amelia, OH location (#2091). I called the restaurant immediately not notify them of the mistake and no one answered the phone. I called the next day and spoke with Emma and she informed me that she was going to have her Mgr. Patricia give me a call. After not hearing from Patricia, I called again and on 12/28/2023 at 2:03 pm where Patricia and I spoke for 5 min. And 57 secs about the issue. Patricia informed me that she needed to call the owner and get him to approve a store credit for the sandwich and (2) bags of chips that were incorrect. At 2:13pm that afternoon Patricia called me and said the owner authorized a Store Credit for the Sandwich and Chips. She also indicated that she would be applying the credit to my account for the next time we place an order. This evening (1/5/2024) my family put together their order as they were in the mood for Jimmy John's. I started by inputting the additional food items into the app (without checking out the order). I then (7:53pm) phone the store location and spoke with a gentleman who said he will need to call Patricia so she could walk him thru how to issue the credit. The gentleman asked if he could call me back. Roughly 23 minutes later (8:16pm) I received a call from Emma informing that she spoke with Patricia, and Patricia indicated she remembers getting the credit authorized; however it was not in the system. She said she will need more time to determine if Patricia actually entered the Credit or not. I mentioned to Emma that I have additional items I intend to order to accompany the Credit so if she could confirm and call me back as soon as possible so I may fire the online portion of our total order. I did not hear back from Emma by 8:42 pm. Realizing the restaurant closes at 9:00pm, I called the restaurant again. The Gentleman answered the telephone and said "Sir you will have to call and place your order with Patricia or our GM Ray tomorrow because we can do anything this evening."
My family wanted Jimmy Johns tonight not tomorrow. It is absolute shame the run around we are getting simply for pleasant Jimmy John's experience. I understand order accuracy can be challenging for some restaurants; but to lack the ability to correct the problem and make it right for your loyal customers on the spot is completely unacceptable. My purchase and order history speaks for itself. And we should be treated with much much more valued than this! EXTREMELY DISAPPOINTING