Jimmy John's 397 Waller Avenue, Lexington, KY 40504

"Terrible customer service. You will wait in the drive thru for a long time before someone will help you."

"Have been ordering 2-3 time a week from here for years but will never do business with them again. Ordered a combo on the app. When I picked it up, was handed a cup without lid secured so it exploded when handed to me and spilled coke all over my car (that's okay, accidents happen). Had ordered "without mayo." Got home, sure enough, sandwich had mayo (I find mayo gross). I drove back to get it fixed an was met with bizarre response. Talked to what I presume was a manager. No apology whatsoever but TONS of attitude, as if this was somehow my fault (the ordered clearly said "no mayo"). She wanted to know why I didn't bring the other sandwich back, as if I'm supposed to know to do that when they screw up my order and waste tons of my time (I'm hoping they would not have re-served it). I finally had to drive off rather than argue with her any more because I no longer felt comfortable eating anything she would serve me (assuming they would ever even agree to make the sandwich I paid for). It was all very frustrating. In the end I paid and got nothing I could eat. Will never give them any more of my business."

"They need to change their slogan from “freaky fast” to “freaking amazing!” I’ve been coming to this same location for three years and as a broke college student, I couldn’t ask for anything better. The service is beyond amazing, welcoming atmosphere, and friendly employees. The manager was suggesting great things off the menu. I can’t wait to come here after my graduation as thanks for a safe space to come to in between my classes. P.S graduation invite is pending"

"On August 4th, around 7 pm, I placed an order. I waited about an hour for my food to show up only for it to be missing a sandwich. I get that deliveries can get backed up, that's not the issue. When I called the store about my missing sandwich, they offered to send the driver out again, but I did not have the luxury of waiting another hour for my sandwich to be delivered. I requested a partial refund for the one sandwich that was missing out of a $64 order. I was denied and said it was not possible. I was offered a $10 credit on my account and I was assured I can claim it at any store. I tried, on multiple occasions, to claim that credit. None of the other locations could see that a credit was applied to my account. I live in another city, so going to the original store was not an option. I called corporate to see if I could get a partial refund. I only wanted $10 back. Corporate wasn't able to process the refund themselves, but they assured me that it was possible for the manager at the store to do it. So it appears that I was lied to by management at this location. As a former employee of Jimmy John's myself, I get that mistakes can happen. This is something that could have been easily fixed, but they refused to. All over $10, and this store kept my money for a product I never received. I did spend a couple days going back and forth with the corporate office about how to address this. Corporate offered me a free sandwich credit, which is only worth $8 at my local Jimmy John's. Also take into account the amount of time I spent trying to resolve this issue. I still do not feel like this issue has been resolved, even if the balance of what I feel like I'm still owed is small."

"It's a good thing the employees don't install elevators or work with heavy machinery. I have never in my life seen a place that messes up things as frequently as they do. Every time I order I think I must have left something off my sandwich but it is always on the receipt. (For example my extra sprouts has been NO sprouts, or my no tomato still has them all over it.) I know that sometimes people get busy but if I am paying almost $10 for an "unwich" and some chips I do expect accuracy... Make sure you do their job and check the order before they run away as 9/10 times the orders are not complete or accurate. (They don't hang around as soon as your bag is out of their hand.) Pretty sure my 11 year old niece could follow directions better than they pay attention to orders, and at least she is friendly. PS be careful ordering drinks as their driver HAS asked my coworker to try one of the drinks to make sure it was hers... it wasn't. He still took it with him to the next delivery and I doubt it was to throw away. If I could give no stars I would. I wish we could order from the Nicholasville Rd location but even though it is closer to us we are not in their delivery area. We keep giving them chances and they keep screwing the pooch."