Poor customer service from both the employees and managers. Super super super disappointed.
Due to the current circumstance with covid 19, I had called the store to place a curbside delivery order. I saw that they had a banner out front with the stores phone number to call and place an order and "we will deliver it curbside!"
When I called and said I would like to place a curbside delivery order, the girl on the other line when silent. I had asked if I had called the right number, and she asked which location are you at? I had told her the bountiful location to which I got the response "what address are you at?" Confused by this question I had said I am at the 500 West location. The phone again went silent. I gave her a few seconds to pull up the screen to take my order, grab a pen, etc (I don't know what she is doing at this point) before I say "did I call a jimmy johns location?" And she comes back on and said yes.
I said, "I would like to place a curbside order, do you guys not offer that?." The employee then says "oh you told me delivery!" No I didn't. The employee made no attempt to understand the conversation. If you don't know what I am talking about, or feel that I am confused, why not ask? She would just go radio silent on the other line instead.
She then said "what do you want?"
At this point I was just irritated, but did not want to end up with a hair in my sandwich so I used my manners saying please and thank you before she hung up the phone.
Of course, my order was WRONG. But at this point, I was already in SLC and had no plans about going back to bountiful soon.
So I quickly called up the closest jimmy johns location to me and had explained everything to the person on the other line, hoping I could come in and get another sandwich replaced.
The man on the other end was so nice, and apologized saying they would be happy to get me my CORRECT order. He explained I would just need to call the bountiful location and have them void my order, so that I would not be charged for the wrong order.
I had called the bountiful location and asked to speak with a manager. Little did I know this manager with sound just as irritated (if not more) then her employee did when I had called to place my original curbside order.
I had explained to the manager that I just spoke with somebody from one of the Salt Lake location, and I would like to have my order transferred to that location because the bountiful location had gotten my order wrong.
I had explained the conversation that I had with the employee that took my original order, and how the employee was short with me and made no attempt to resolve any communication errors, she would instead go silent on the other end.
I explain to her that I did not even know that I was speaking with a Jimmy John's location because of the conversation (or lack thereof). The manager then says that she always stands behind her employees, and that she believes that they did not purposefully get my order wrong due to our conversation beforehand.
Be that as it may, I still was over an hour from placing my original order, and had been to 2 locations at this point trying to fix the incorrect order.
The manager did not apologize she was not remorseful and she did not go out of her way to make any sort of amends.
Fast forward to me going to the SLC location on 300 west (they were so sweet).
The darling employee who came out to give me my curbside delivery order, apologized profusely for the bountiful locations short coming, and replace my entire order (chips, sandwich, drink) and said that it was on them.
That is how customer service should be and I was so impressed. Thank you JJ on 300 west in SLC! read more
