Jimmy John's Enterprises, Inc.

Initial Business Response /* (1000, 5, 2016/01/13) */
[redacted] has ordered from us here at Jimmy John's in [redacted] CA a total of 7 times. Here is a list of his order history...
1. 9/25/15 - $60.25 - Delivered
2. 10/3/15 - $41.75 - Delivered
3. 10/14/15 - $35.00 - Delivered
4. 10/29/15 -...

$38.50 - Delivered
5. 11/6/15 - $35.00 - Delivered
6. 11/19/15 - $44.25 - Delivered
7. 11/25/15 - $65.63 - Unable to deliver - Payment Voided
All 7 of [redacted]'s orders were for delivery using our online ordering system (I have attached a copy of all 7 receipts). [redacted] received and signed for 6 out of the 7 orders (proof of signature included with each receipt). [redacted]'s order on 11/25/15 was made and delivered, however my delivery driver could not get ahold of [redacted] upon arrival and the receipt did not include an apartment number. If you look at all 7 receipts [redacted] included his Apt # on 5/7 orders. My delivery driver called [redacted] 3 times (proof of my drivers call history is also attached) and then returned to the store per managers request and standard protocol. About 2 hours passed [redacted] we received a very aggressive call back from [redacted]. He demanded all the food be delivered immediately at no cost. My manager made him aware he didn't include an apartment # when he placed the order online and that we tried calling the phone # he gave us multiple times but got no answer. He let him know we would still deliver the food but it would not be free. He got extremely upset which is when my partner got involved and called him to discuss the matter. My partner Dan said [redacted] was irrational and assumed he was extremely intoxicated with how he was acting on the phone. Because [redacted] kept demanding a refund Dan made the ultimate decision to void the order and all payments and waste the food we had made him. Although we voided the payment immediately [redacted] didn't receive his refund of $65.63 until Friday, November 27th. I heard about the issue and tried calling [redacted] to apologize/see if I could buy him lunch to smooth things over but I also never got a response. I have included proof of all 7 receipts, proof of a signature for 6/7 deliveries, proof of voiding order #7, as well as proof of the drivers call log on 11/25/15. If you would like any other information please let me know and I will get it to you. Even though we are not at fault I am still willing to buy [redacted] lunch to smooth things over.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Every other delivery person from other restaurants have made basically the same comment to me when delivering food to me, stating that "you are very hard to find back here" referring to the confusing lay out and unit numbering of my condo complex. Whenever they mention that, they claim they spend at least 10-15 minutes in the complex trying to find it. So, it would be a lot easier just to forge my signature on the receipt, dump the food and claim they delivered it by showing said forged receipt. As a result, when I call to ask where my food is, they have fake proof and tell me to get lost. Whenever I complain about an experience with them, all they offer is a $10 gift card instead of a refund. As far as the claims of me being aggressive and intoxicated on the phone with the store about my orders is a complete fabrication and very insulting. I have a neurological disorder (with REAL documentation straight from multiple doctors who have treated the disorder) which weakens the vocal cords and physiologically interrupts speech signals from my brain to the appropriate muscle group and which results in slow, softened speech marked by mumbling and slight stuttering and eventually full blown mutism. On top of that, drinking is strictly prohibited with a disorder such as mine which would cause severe health problems, including death. So, unless they have any real evidence and not just forged receipts and the insulting ability to misinterpret a medical condition for intoxication, I still want a full refund.
Final Business Response /* (4000, 9, 2016/01/19) */
Obviously I am not able to prove the customer was intoxicated or aggressive and quite frankly that is irrelevant at this point. I was not trying to accuse him of anything but rather explain the type of behavior my manager experienced while on the phone with him. What I can prove is that six out of the seven orders Mr. [redacted] placed have been delivered to the correct address/customer. I have asked all the delivery drivers who successfully found Mr. [redacted] if they know for sure they got the right address/person while delivering these sandwiches. They all confirm they did, one of whom says he could pick Mr. [redacted] out of a crowd of people because he's delivered there multiple times. My drivers have no reason to "forge his signature on the receipt, dump the food and claim they delivered it by showing the forged receipt." If they were that dishonest I would assume they would lie about the tip as well. 5 out of the 6 successful deliveries had a $0 tip. Mr. [redacted] should also look into having his phone with him if he is aware that each and every delivery person struggles to find his apartment. I have never had a claim like this so it would be pretty ironic that we 'faked' a delivery to the same customer each time. Also I have to ask why Mr. [redacted] would continue to order 7 times if he NEVER received food or a refund from us. If it were me I would've probably stopped ordering after the first time. I never received one phone call from Mr. [redacted] until the night of November 25th and I hear about every single issue we encounter. The only reason I didn't call and deal with Mr. [redacted] on Nov. 25th was because I was out of the country. I tried calling him right when I got back but had no luck contacting him or getting a response. I am no longer willing to buy the customer lunch to smooth things over. If Mr. [redacted] can provide his bank statements and prove to me that he was never reimbursed the $65.63 for his order on 11/25 (the only time he didn't receive his food) I will 100% reimburse him for that amount. Mr. [redacted] originally claimed he placed "at least two dozen orders" yet never refuted my proof of seven total orders. His claims have been false from the start and it is pretty obvious for anyone to see. His last response focuses on his medical condition and his apartment complex that is difficult to navigate through. If Mr. [redacted] isn't going to provide relevant information with physical proof to back up his claims there is no reimbursement coming and nothing left to discuss here.