A Shameful Representation of the Jimmy John's Brand - Highland, IL Location
If you care about freaky fast, freaky fresh, or even basic respect, do yourself a favor and avoid the Jimmy John's in Highland, IL--a location that tragically fails to live up to the standards the corporate brand so proudly touts.
Tonight's Experience (And Sadly, Not Our First Issue)
On August 1st, I placed an order that arrived both incomplete and incorrect. When I called the store at 6:42 PM, I was told the missing items would be sent out--a reasonable solution. Except here we are at 8:15 PM, and not only has nothing arrived, but the treatment I received from the store manager Kayla was inexcusable.
After waiting well over an hour, I called again. Kayla told me the missing food wouldn't be delivered until the driver had another delivery in our area. I explained that this was unacceptable, and she coldly told me, "You can come get it yourself"--then hung up on me.
I called back, thinking perhaps the call had dropped. She corrected me: "No, I hung up on you."
Then she did it again.
Let that sink in: The store manager at a national food chain hung up on a paying customer--twice--a customer who simply wanted the food they had already paid for.
This Isn't an Isolated Incident
Unfortunately, this isn't our first problem with this location. Mistakes, slow service, and a pattern of rudeness have been part of our experience here. But tonight's behavior crossed a line from incompetence into outright disrespect.
Why This Should Matter to Corporate & Franchise Leadership
Jimmy John's has built its brand on speed, accuracy, and a great customer experience. According to corporate messaging, "Jimmy John's is about delivering quality with a can-do attitude." This location is actively eroding trust in that brand, one botched delivery at a time.
And For What It's Worth--I Know This Business
I'm not just an angry customer. I started my own career in franchise leadership, having served as a Regional Director of Operations. I've personally supported the launch and success of a new Jimmy John's franchisee in the Edwardsville and Wood River, IL markets, so I'm fully aware of the tremendous investment--financial, emotional, and operational--that goes into opening and operating a store.
That's why this situation is even more frustrating: Because I know firsthand how hard franchise owners work to build and protect their stores, their teams, and the Jimmy John's brand--and how much damage one unchecked store manager can do to all of it.
To General Manager Jeremy, the Franchise Owner, and Jimmy John's Corporate:
If you take pride in your store or your brand, you'll address this.
You're welcome to contact me directly to discuss this experience further:
jburke@majorleaguesales.com
I'm not looking for coupons--I'm looking for accountability. read more