Jersey Mike's Subs

Jersey Mikes sandwiches are pretty good. Today I ordered a chicken bacon ranch regular size. The sub was a little small and not filling. I think I got shorted a couple of inches on the sub size. The sub I got was 5 or 6” for a little under $12.

Since Jersey Mike’s was acquired by Blackstone, the changes are becoming noticeable. Previously, the staff were consistently friendly, engaged, and clearly took pride in delivering high-quality food and customer service. It felt welcoming, and employees made an effort to ensure a great experience.

Unfortunately, that experience has declined. Now, it feels hit or miss whether you are even greeted when you walk in. The overall atmosphere has shifted, and the level of customer engagement no longer reflects what Jersey Mike’s was known for. This is disappointing, especially since a location opened close to my home and it has always been my favorite sandwich shop.

At this point, the experience is starting to feel comparable to Subway—less personal, less consistent, and less focused on service quality. There is a clear need for better soft-skills training and employee engagement. Staff should feel motivated and invested in their work, because right now it is evident that morale is low, and that directly impacts the customer experience.

I truly hope leadership recognizes this trend and takes action, as Jersey Mike’s built its reputation on service and quality—and that should not be lost.

Update: we got home ate and the sanwish had this plastic… sigh… my dinner is ruined.. they are close cant exchange it.

Update 1- they working get things right and fix the issues.. Only time will tell…

Atmosphere: 1

Food: 3

Service: 1

Placed an online order which wasn’t started until I got there. I showed up 10 minutes after the pickup time. Why put a pickup time if the order won’t be ready or, at least, started on? When I arrived there were 5 people standing around and the store was empty. After being there for 3 minutes and saying I was there, the guy making the hot subs finally confirmed with me and started. In the end, I received my order 30 minutes AFTER it was set to pick up. Insane.

Atmosphere: 2

Food: 4

Service: 1

Great food and friendly service! So glad there's one in town.

Atmosphere: 5

Food: 5

Service: 5

Put my online order through at 12:15. Said it would be ready by 12:32 but I know it gets fairly busy on a Sunday afternoon. Arrived at 12:41 and noticed they had a large amount of online orders so hung out for about 20 minutes. Noticed a fair amount of walk-in clients getting their food ordered and out the door quick. Finally approached a very sweet employee to ask what the status is at 12:55. She said it hadn’t been started and she’s not sure when it’ll be ready. I left to run an errand and came back and it still wasn’t ready! I came back at 1:10 and still nothing. More online orders were being completed and no one who walked in had to wait, their orders were made immediately and left. I finally approached another employee and asked. My two plain mini subs were made but my bowl was not. I informed her my order was placed over an hour ago. She had someone get my cheese and meat and she made my bowl. She apologized for the wait and that was it. I appreciate the apology and all the employees were very nice BUT to wait over an hour to get an online order is absurd. It would’ve been more appropriate to apologize and hand me a voucher for a free sub or something. I would like someone to reach out and leave a contact email or phone number as I would love to have an actual conversation about this.

Atmosphere: 2

Food: 3

Service: 1

Honestly this was one of the worst customer service experiences I’ve had at a restaurant. When me and my friends went to order around 7:30, the manager who took our order literally sighed out loud multiple times both when I ordered and when my friend asked for something that needed to be cooked on the grill. The manager seemed visibly annoyed, which made the whole experience uncomfortable. As someone who’s worked as a manager in a fast casual restaurant, I found this to be a really poor representation of the Jersey Mike’s brand. It’s disappointing especially since every other location I’ve been to has always provided great service. And that tone alone from the manager usually sets a bad mood for the whole team.

Atmosphere: 4

Food: 4

Service: 1

Staff was extremely helpful, wanted a #66 but unfortunately they didn’t have the portabella mushrooms but the staff was able to add extra mushrooms on a different cheesesteak and it turned out awesome. 10/10 Highly recommend.

Very glad there’s a location in town. Sub was excellent and service was great. Online order was ready exactly when it said which can be rare.

Atmosphere: 5

Food: 5

Service: 5

Just ordered my first take out order of many to come! Sandwich was correct and made on time for pick-up, OH and the young man wished me a good day as I left the store! Little actions go a long way in customer service :) So happy we have a JM in the heart of Rolesville now!

Atmosphere: 5

Food: 5

Service: 5