Jersey Mike's Subs Reviews (6)
Initial Business Response /* (1000, 5, 2015/06/26) */
Contact Name and Title: Lee P[redacted], Operating Mana
Contact Phone: XXXXXX-XXXX
Contact Email: [redacted]@gmail.com
The Asst Manager waited on the customer; recognized by the conversation of "heating" the food.
Customer was given the...
explanation of our policy to not heat "cold" subs and was satisfied. Key here is given explanation, we never say "NO". We also have hot subs if the customer desired, chicken and steak.
Customer also watched her sandwiches be constructed which included vinegar, oil, mayo and even bacon. She had no complaints at the time of how much product or how the sandwich was made and could clearly see the bacon and complain at the time if it appeared fatty. We make our sandwiches on the front counter and in front of the customer.
Customer calls 2 days later to complain about the meal. Our policy is the sandwiches must be returned for a refund. If returned, we refund or remake without question. If we refund to anybody that called, then we would open ourselves to everybody calling and expecting refunds or free subs even if they had not ordered or not experienced a problem. We open ourselves to this customer having friends and relatives call with "any" complaint and expecting a refund. That said, the manager offered a BOGO (buy one get one) to try and appease the customer, which the customer refused.
While we try and satisfy every customer, we cannot refund 2 days later to somebody who said they didn't enjoy the meal and threw it away - how do we know that customer purchased it? How do we know that customer didn't actually eat it and enjoy it?
This customer also told Jersey Mike's corporate offices that it wasn't about the money. I can provide a copy of that complaint if you need it.
We have very few customer returns and/or complaints. As a service orientated business, we try to satisfy all customers. However, we cannot blindly refund or give away money or product.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The employee and this corporation is lying. The Asst Manager while the subs were being made was talking to me about how she has 3 daughters and blah blah blah. She stated she didn't understand why the food had to be heated during pregnancy because she didn't have any of those stipulations when she was pregnant and was very distracting while the subs were being made. I also could care less about her personal life. You ask the question... how do we know that the customer didn't actually eat and enjoy the sub. We'll lets see... I will never return to your store, I will make sure friends and family are aware of the way that I was treated. No one in your corporation has any sense of customer service. Before your assistant Manager started babbling about her kids I was able to watch the BLT being made and had to ask 3 times for mayo. She even made a comment on how the young kid was preparing the sub. I didn't watch the other sub being made. The bread was old and dry which I couldn't tell until we got home. The bacon was uneatable which cant be seen until you actually eat it. Not only is this poor service but poor quality of food. Why don't you take this as a learning and train your employees and read some of the other reviews online and make corrections to the problem. You will not be in business very long anyways. Your whole response is lies. You state you have very few customer complaint or returns. Read your reviews! You also don't try to satisfy any customers. Never was a BOGO offered. When speaking to the store manager she offered zero resolution. I would like a copy of my complaint from the corporate offices as well. You are obviously missing the point of treating your customers fairly. Also where does it state in your policies at your store location that when you are dissatisfied you will have to drive all the way to the store and bring the nasty sub back?
Final Business Response /* (4000, 9, 2015/06/30) */
Contact Name and Title: [redacted], Operating Mana
I have nothing further I can provide that would be useful.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Lawyer.com contacted me promptly after interventino by the Revdex.com. Looking back now and having spoken the a Lawyer.com representative, I may have not followed the recommended procedure for contacting Lawer.com exactly so I would not want this to tarnish their record.I am quite happy with the resolution and thank the Revdex.com and Lawyer.com.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]well first of all I was satisfied after I spoke with the owner but I don't agree with his statement I'm not dumb at all I know how much money in my pocket and I just got thru ordering subs from cousins and I know to state my size been ordering subs for 40+years first time I had this problem and I did not get a menu why would I buy two subs and then get them and order another two more and then complain mis communication on her part I did Not call that store that night but thank you for listening.
This is one of the cleanest restaurants or sub/pizza type places I've been to. The staff is pretty awesome and know you by name and always greet you with a smile. I really enjoy going there because they make me feel like family, seriously. All the employees always have a smile and are laughing. I enjoy every experience.
word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);">Regarding ID #[redacted] and the customer’s statement of the problem is different from what my manager stated to me what happened. The customer came into the restaurant and ordered two subs, (as a rule when a customer orders a sub and does not state size we give them a regular one, a 7 1/2 inch sub) after he received his food and sat down in the lobby he cam back to the counter and said that he wanted two more subs and we made them and charged him for them. He went home with a menu in hand and saw that he could have ordered two giant subs and paid 3.78 less then ordering 4 regular subs. That night he called the restaurant at closing and the person that answered the phone told him that she could not do anything tonight and that he should call the restaurant the next day. He called the restaurant in the middle of the lunch rush and was reviewing his problem, the manager trying to get off the phone so he could run his lunch hour was short with him and might have not taken the time to the customers satisfaction. I the owner/operator of the business, called the customer a few times the next couple of days and finally got ahold of him. We apologized and sent him 2 free sub cards to the address that he gave us. It was some miss communication on our part and hopefully we resolved the problem.
If you have any questions, please let me know
This is one of the cleanest restaurants or sub/pizza type places I've been to. The staff is pretty awesome and know you by name and always greet you with a smile. I really enjoy going there because they make me feel like family, seriously. All the employees always have a smile and are laughing. I enjoy every experience.","pos-1
Jersey Mike's Subs Rating
Description: Carry Out Restaurants
Address: 12189 US Highway 1, North Palm Beach, Florida, United States, 33408-2610
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