Yes, I have a food blog, and yes, that means I love to cook at home a lot.
But sometimes I’m tired and worn out and just want a quick meal without work. So I rely on a few nearby restaurants.
Jimmy John’s is one of them. And, after the service they gave us when we ordered from them last week, they won’t be included any more.
The bad service started when my wife called our order in. The employee did not ask her how she wanted to pay. My wife had to call back to pay by credit card. The employee did not say “Thank you” or “Bye”; she simply hung up.
We have called this particular Jimmy John’s location to place an order before, and sometimes we have our food within 10 or 15 minutes. Freaky fast, indeed.
A long, long wait
But this time was different. In fact, my wife placed the order just before an NCAA March Madness game tipped off. By the time the game had reached halftime (20 minutes of game time plus multiple play stoppages), we still did not have our food.
After waiting for 45 minutes for our food, my wife went to call back Jimmy John’s to complain. Just as she was placing the call, the delivery driver called to inquire about directions. He was close but on the wrong side of a main road. And, for some reason, he thought he was delivering to a business.
We thought this was odd considering we have ordered before and had no hiccups in delivery service.
After we pointed the driver in the correct direction, he arrived about 10 to 15 minutes later. Considering where he said he was when he called, it should not have taken more than 5.
The trouble with money
When the driver arrived, the receipt said $3.62 instead of $11.50, which is what our order cost. We thought that was Jimmy John’s giving us a discount for their service.
My wife signed the receipt and sent the driver on his way.
No sooner had she set the food on the counter when the doorbell rang again.
It was the driver, and he said that the order had been rung up incorrectly and that we owed more money. After a bit of back and forth, my wife signed the receipt for $11.50.
If a restaurant undercharges a customer by accident, and the customer signs the receipt, shouldn’t the business should absorb the undercharged amount? We think so, yet the driver insisted we pay the full $11.50.
After all of this, my wife called the store and spoke with the manager. He said the service was not good because he had new employees, and he would speak with them about their performance.
What we expected was for the manager to say he would charge us just the $3.62 or some other similar recompense.
She also emailed a complaint to the corporate email account. We have not heard back yet, but I will update this post if we do.
(UPDATE 1): Jimmy John’s called my wife in regards to her corporate complaint and will be sending us a $15 gift card and said the service we received was not on par with what they strive to achieve. We appreciate that.
Sound off: Have you ever had customer service so bad that you stopped buying from that business?
I did not watch any NFL football this weekend, and I won’t any time soon. I’m a former NFL fan.
Why? Because, in my eyes, the NFL eroded its brand and tarnished its product greatly in the past week.
One week ago
It started one week ago when the Green Bay Packers (my favorite NFL team) traveled to the Seattle Seahawks on Sept. 24.
On the last play of the game, M.D. Jennings of the Packers came away with an interception, but the replacement referees on the field called it a simultaneous catch, awarding the catch to Golden Tate of the Seahawks. With the catch, Seattle won the game.
The play was controversial because it exemplified how inept the replacement referees were at times. And, without argument (I think), it cost the Packers a win.
Hurting the NFL brand
But more importantly, the botched call showed that the NFL was hurting its brand of sports entertainment by having below-standard referees on the field, showing that the outcome of the games can be decided not just by the players on the field.
And I was ready to write a blog post about how that call, and about how the replacement referees, were hurting the NFL’s brand.
But then the NFL came out with a statement Sept. 25 about the game.
In it, NFL officials said it supported the referees in not overturning the call of a simultaneous possession. Notably, however, the statement does not say whether the simultaneous possession call was correct, only that it should not have been overturned.
Quite a nuanced statement, in my eyes.
Say one thing, display another
After the game, some players were decidedly angry. They took to Twitter.
Got fucked by the refs.. Embarrassing. Thanks nfl
— TJ Lang (@TJLang70) September 25, 2012
That was arguably the most viral of all tweets about the game that night. And the NFL normally fines players for using profanity like Lang did. But on Sept. 26, the NFL decided not to fine the Packers players.
The NFL fines players when they are in the wrong. It is not hard to reach the conclusion that the NFL does not think the Packers players did anything wrong, and that they are siding with them in believing that Green Bay should have won the game.
Thus the NFL said one thing in its statement — the Seahawks won — and another in its actions — the Packers won.
And that was how the NFL tarnished its brand.
How I’ll come back
The end of the referee lockout was the biggest issue for me before Sept. 25. Reaching a conclusion to the dispute was a big step in the right direction.
It would be nice to hear the NFL apologize for its stances on the final call of the game and on not fining the Packers players for their tweets. But that won’t happen.
Instead, I will come back when NFL officials — I don’t mean the referees — are consistent in their rulings and show respect for the product and the fans, something that was quite lacking in the past week.
How do you think the NFL fared in the past week?