Okay, first off you should know I really like this chain with better quality sandwiches and soups and usually good catering service including this location but on this visit they got never everything wrong. Worse still they lied to me.
My first gripe the online ordering; I have both a catering account I use all the time for work and a personal account. The menus, service and timing are completely different depending on which section you log into. Log into the retail account and it's really difficult to order more than 1 of anything. So I needed sandwiches for 10 people but the site made me order one at a time going back again and again to get it to take each sandwich one at a time. Then you can only order drinks in cup size even though the same location will sell you half gallon sized drinks on the catering side.
Once the order was placed and I had fooled around with the terribly unfriendly site (and I'm not a neophyte computer user so don't blame the operator). After it took my credit card it gave me a message that my order was too large! 10 sandwiches was too large? What do you care how many I want and why make me go through all the pages of entering personal info and check boxes only to tell me after that your not going to take my order?
So I cancel and call the catering number and place my order that way, then at the end they guy says he can't deliver to the location because it's house (this is a corporate answering service not the actual store). I tell him I order all the time from the same location and they deliver smaller orders all the time twice as far away to my office but no luck, he's not going to do it.
I canceled my catering order and called the store directly. Placed my non-catering order which they said would take two hours to make! Two hours, if this was Jimmy Johns all 10 would be don in 30 seconds. I had no special requirements just regular sandwiches off the menu. At this point we had a group of people we had promised to bring dinner to who were all hot and tired from moving my daughter into a her new house. So we call the store and ask the manager if they can speed things up, and while I'm on the phone anyway can you not add options to any of the sandwiches because some of the people are allergic? She says no, that all the sandwiches are already made (this is an 1.5 hours faster then they first said it would take) so we head off to pick up the order, 45 minutes past our destination because they suddenly don't deliver to that distance (again even though my office is twice as far away and harder to get to).
Now to the store. Unbelievable bad service! I going inside and wait 15 minutes to get to the counter to request my order (because they would not hand it to me though the drive through window because I pre-paid). There was not a long line, in fact there were several women standing behind the counter doing nothing, not working just standing around (one was busy flirting with a customer so I guess she was busy). The one guy working the register seemed to have no idea what he was doing so it took forever to get to the front of the line. I asked if I could place an order for 2 half gallon lemon aids (that is the only size they offer on the catering site but won't let you order on the retail site). He says it only come in gallons, I disagree and say just ring me up for two of whatever you think you have. he says again they only come in gallon sizes but I can't order them because its not a catering order. Finally a girl standing around by the bread walks over and says sure he can, just hit this button on the register. She walks off and says are you sure you want two, two gallons is a lot, I said yes knowing what I was going to get was two half gallon containers so he messes with the register and now says "really its a gallon it says right here 64 ounces (the amount of a half gallon!). Again I have to say just ring it up. And yes they brought out two 64 ounce half gallon containers of lemon aid.
Now to the pick up counter, remember they told me my sandwiches were already done on the phone and waiting for me on the counter. Lie! Even after driving 45 minute to get there, 15 minutes in line and 5-10 more messing around with the mathematician at the counter I finally make it to the pick up counter to learn they had not yet made my sandwiches at all!
So I wait another 20 minutes for the food to be made and finally get to leave. I did not mention that we were baby sitting our two grand kids and they were out in the car this whole time with my wife waiting, now going crazy and both crying because you can't park for 45 minute after driving 45 minutes and have happy kids in the car. So we finally get the kids settled and head off to my daughters house and realize we picked up our sandwiches at just 5 minutes before the two hours the first guy said it would take to get the sandwiches, at least he was right! read more