Sunday, July 26, 2009

Customer Always Wrong at Jimmie Johns

I normally don't write negative posts about local businesses, but I am going to make an exception here. Today I went to buy a couple of turkey sandwiches from the Jimmie Johns at Highways 31 and 20. My son wanted only turkey and lettuce while my wife wanted turkey with everything. They had a sub that was a bit cheaper that included just meat and cheese. I asked if I could substitute lettuce for the cheese. No I could not. This seemed kind of odd and slightly annoying. Fine, just turkey then and the turkey with everything. So the employee starts making the turkey with everything and he puts gobs of lettuce on it. I stopped him and asked if he could take that lettuce and put it on the other sub. No, he couldn't. Now I am getting seriously annoyed. This kid wouldn't take five seconds to scoop the lettuce off one sub and put it on the other, but I could order a side of lettuce. So I walked out and took my business to the Cousins Subs down the street. An employee on break outside the Jimmie Johns said that this was their policy. This seems extremely odd to me, but if it is indeed their policy, my policy will be to shop elsewhere.


Denis Navratil said...

FYI, I wrote the following to the Jimmie Johns corpoate office. I will share the results if I get any, unless its a free sub with double lettuce.

I visited the Washington Avenue JJ this afternoon to purchase two turkey subs. My son wanted only turkey and lettuce on his sub. I noticed a lesser priced sub (I forgot the name) that included only meat and cheese. I asked if I might substitute lettuce for the cheese. No, I was told. So I ordered a turkey only sub and a turkey with everything sub. The JJ employee began to make the everything sub and he piled on some lettuce. Then I had an idea. Could he please take the lettuce from that sub and transfer it to the as yet unmade turkey only sub. No, he couldn't, or rather, he wouldn't do it. This made no sense to me whatsoever as the transfer of lettuce from one sub to the other was a simple courtesy and would have taken all of five seconds. So I left the establishment without purchasing either sub. For the sake of JJ management I should add a few details. Your employee was perfectly polite and another employee told me that this was your policy. Also, I was the only one in the store at the time, so my request would not have impacted any other customers as far as delaying their purchases. Can you help me make sense of this policy? It seems to me that your employee was forbidden to do a simple favor (at no cost to JJ) for a customer. Why?

Janet Evans said...

I visit JJ's quite often. Those "Slim Subs" that you are speaking about are a good price. Sometimes they are great when you don't want alot of toppings. But it would be nice to be able to add just one topping even for a small extra charge.

I don't like lettuce but like cucumbers. No way will they let me "pay" for them to be put on the plain meat and cheese sub.

So, I have to order the more expensive sub and have them leave things off.

This is in Oak Creek - so it's the policy, I guess.

Anonymous said...

Isn't competition great.
I bet you a Cousin's sub that within a year they change their policy, or Cousin's new ad campaign will be "Have it your way, we're flexible."

Chris from Racine said...

While I agree that the policy does not make for happy customers, in all fairness to JJ, it DOES say no substitutions right on the menu. Cousins subs are better anyway!

Anon - Great ad campaign for Cousins!

Denis Navratil said...

Wouldn't it be great to walk out of the DMV and take your business elsewhere. Sorry, no can do when it comes to government service.

Denis Navratil said...

Chris, thanks for your comment. JJ has every right to do what they did of course. But is transferring lettuce from one sub to another a substitution? Lettuce for cheese is a substitution. Moving lettuce from one sub to another is something different, a common courtesy in my book.

Chris from Racine said...

I guess they translated the "transfer" into "substitution"

I suppose they have that policy in place so they can keep their "freaky fast" service. What good is freaky fast if it's not what the customer wants?

Anonymous said...

Wouldn't it be nice if this large corporation that makes policy to guide 100's of minimum wage employees could alow them to make independant policy decisions. If this is your biggest problem of the day you have a blessed life. Grow up.

Anonymous said...

Seriously?! Someone please tell me this blog entry is
a joke!

You are now whining about the lack of lettuce on a
sandwich?! And what constitutes as a substitution Really?

You need a vacation....and a life. I think the pimply faced teen behind the counter exhibits more maturity than mr. Free Racine

Anonymous said...

I gather that Jimmie Johns doesn't hire the sharpest pencils in the box, but I think it's their policy regarding the substitutions.

I no longer order from Jimmie Johns. The Kenosha one delivers to our workplace often. We were happy with the quick service and the orders were usually correct, so we would tip the delivery guy well. Then the prices started increasing by 2 - 3 dollars upon arrival. The total given over the phone would be different from the total upon delivery (which we noticed as we'd have the correct amount with tip ready for them). Upon calling the store and asking to speak to a manager, I was informed that the price quoted over the phone was the correct price. I informed him that the receipts always had the total scribbled out and a new (higher) total written in. Apparently the delivery guys were uping the amount for their own gain. I was told that this would be taken care of. It still happens.

I believe in tipping service workers well, but will not order from a place that allows scamming.

Anonymous said...

why didn't you just get the sub and transfer the lettuce yourself. right in front of their face lol.