ComplaintsforJason's Deli

• Initial Complaint

  09/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I sent an email to Jason's Deli customer service last week with no response. I called them today and the woman on the phone was so rude. Like I have never been asked this question and you can just call the restaurant directly. The whole point of online ordering is for added convenience AND I accumulate reward points. I told her this glitch should be sent to their IT department to fix their website, but I doubt she did it. So I am writing directly to corporate instead as this is a mass glitch. Your BUILD YOUR OWN SANDWICHES choice is pointless. I cannot add any other meats or cheeses, etc. I want to have a sandwich with roast beef, corned beef, salami, etc. Yet I can only choose only between a plain SALAMI sandwich or plain ROAST BEEF. When you click on CUSTOMIZE. You get other irrelevant options. Please fix your website. In person I am able to truly build my own sandwich.

  

  Business response

  09/16/2024

  Hi ******:

  We are so sorry for the experience you received from ***************** Our goal is to "Make Every Customer Happy" and we apologize if this was not the case. We reached out to our IT Project Manager about your request and below is the response we received regarding selecting additional meats on Build Your Own sandwiches in the online feature.

  With RRT there is not, and we are not adding that option currently. With the move to *** we have discussed this, but haven't finalized the decision. 
  I agree the best solution now is to call the deli. I will keep this in mind as we move forward to Olo. 

  So with our current system you can't add additional meat online, but can call the deli directly. Although we are discussing adding the feature as we move to another system. 

  Thanks for reaching out to us...and hopefully this option will be available soon!

   

   

   

  Customer response

  09/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a customer on 08/14/2024;***** (seq;******************. I first spoke to a black african person, he did not understand me asking TUNAsanwich. Then i was approched by a second african person name *****, he said was a manager, I asked for a *************** and a potato soup, 1st order.The 2nd small tuna sanwich. ***** on the order placed the club and the 2nd tuna plus the potato soup together.That was the confusion.I came on the next day 08/15/24. ***** was the only person there.A full tuna price is $10.27 and half is $9.19,Thats what the **** is set up.I said i don'nt agree, this is what is my concern. Had i know better i would have ordered the full .The combination of tuna and the soup ***** did ******** to misled on paper.The OWNER IS ***** THAI.

  

  Business response

  08/27/2024

  The Managing Partner at that location, ***** Thai called the customer and spoke to him. He apologized to the customer and offered a gift card, which was accepted.  

  Customer response

  10/22/2024

   
  Complaint: 22155232
  
  I am rejecting this response because: Please see attached
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  *************** failed to add an item that I purchased to my order and I wasn't able to get back to the store due to the distance I currently live . They refuse to make it right.

  

  Business response

  05/06/2024

  We are sorry to hear of your experience. Please let us know which location you ordered from so this can be addressed and made right!

  Customer response

  05/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed a to-go order at Jason's Deli in ******* ************** on November 22nd. When I arrived my order was not ready, and they told me they had already started preparing my order and it would be out to me shortly. Me and my son waited for a while. Around 15 minutes. In the time we were waiting the woman behind the register gave us cups and said we could go ahead and get our drinks. So we did so and came back and continued to wait. After it was about the 20/25 minutes of waiting I asked if the order would be out quickly. The woman behind the register made me aware that they were just about to start making my order. She said that they wanted to go ahead and get all the orders for the customers in the restaurant done before they started on to-go orders. After hearing this I was slightly annoyed and decided to cancelled my order and just go get drive thru somewhere. They had not even started preparing my food anyways. I was on my way to a family members that lives four hours away, and I already have young children in the car. No since in wasting extra time. So the woman takes 5 minutes does a bunch of typing. Says she can't give me a cash refund, has to be back to my debit card. Will take **** days. Never received. Call the company 2 weeks later, I spoke with a woman she apologized and said no one ever processed my return and she would get back with me about my refund. I never heard from anyone. I called back, they then decided to tell me that I had already received a refund and it had been put into my banking account. When I denied that and stated that I could provide proof of my bank statement if I needed to, she said give her a few hours and she would call back. I never heard from her again. So the pictures I have attached here are from the dates on the e-mail. Someone reached out to me and said someone from the store would contact me. They did not. I paid $50 for food I didn't get, and I would simply like to have my money back.

  

  Business response

  01/08/2024

  Request for refund was forwarded to the Hickory location to process. 

  Customer response

  01/08/2024

   
  Complaint: 21108272
  
  I am rejecting this response because:

   

  On three separate occasions the location in ******* ** has stated that I would have a call back or a refund and nothing happened.
  
  Sincerely,
  
  *****************************

  

  Business response

  01/23/2024

  I'm sending her a gift card. 
  

  
  

  *********************

  Managing Partner | Jason's Deli HNC

  ***********************************************************

  ************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have ordered delivery from Jasons Deli, ***********, ** (Jasons Deli is listed as a restaurant open for delivery when we place our order) several times in the past with no problem but in the last two months every time we order delivery our order gets canceled. Its not the delivery service we use because we order from a lot of different restaurants, in the same area of ***********, with no problem. Im upset because theyre open for delivery and for some reason our orders are getting canceled. I would like to know why. I have contacted Jasons Deli and talked to an employee and she said she doesnt know whats wrong and also said Jasons Deli cant reject an order. However, they cancel our order every time. I would like an explanation.

  

  Business response

  08/15/2023

  The feedback regarding delivery has been forwarded to the management team of the *********** location to respond directly to the customer.

   

   

  Customer response

  08/15/2023

   
  Complaint: 20469722
  
  I am rejecting this response because: The complaint has only been forwarded to management for their response, therefore it is not resolved until management responds to my complaint. 
  
  Sincerely,
  
  *****************************

  

  Business response

  08/16/2023

  The management team responded that our IT Help Desk has been involved. It appears to be a problem with the DoorDash connectivity with our online system. There is no problem with regular online orders and these can not be cancelled. The IT Projects team is working with Door Dash on a solution to the issue and hoping to find one soon. Customers can always order directly through our online order website at jasonsdeli.com.

  Customer response

  08/17/2023

   
  Complaint: 20469722
  
  I am rejecting this response because:
  I am ordering online and the only way to get delivery from Jasons Deli is through door dash. 
  We use door dash every night for delivery and Jasons Deli is the only restaurant that shows up as canceled. We also order from many restaurants that are located in the same area where Jasons deli is located. 
  When the problem is solved between Jasons Deli and door dash I will consider the issue solved but just responding that there is a problem is no resolution. 
  Sincerely,
  
  *****************************

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This happened Monday 8/7/23 at approximately 6:15pm I was at Jason's Deli in *******. I ordered a plain **** potato and a drink. I asked that they put it on a large salad plate because I like to chop it up and mix it up and it's hard to do on the small plate they usually put it on without getting it everywhere. I sit down and hear the manager say, "I ain't giving him no big plate," The manager brings it out and it's on the small plate. So I again say I asked for it on a large plate. The manager said I'm not giving you a large plate you got the tray use that. I'm not mixing my food up on a tray that I don't know if it's been washed. So I ask for a refund. He gets ****** and refuses to refund the full amount of the meal. I won't be back to your restaurant ever again. I'll be reporting the charge as fraudulent. I'm also sharing with everyone I know. You lost a long time customer because a manager wanted to be unprofessional over a plate.

  

  Business response

  08/16/2023

  The ******* location is franchise location owned by another company. The complaint was forwarded to the ownership and management teams. They responded they are addressing this with the Managing Partner of that location.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The manager of the *************** located in **********, ***** called me a thief. He insulted and humiliated me in front of the other customers. His disturbing behavior and disparaging language was uncalled for. The worst thing is he knew that I am one of the store regular customer. I used to eat there at least 3 times a week but all this will change on 08/05/23 because i respect myself too much to be insulted by a so called manager. I paid $10.09 for a caprese panini. How can he call me a thief when you have to pay for the food first and someone has to bring it to you? I want ***** deli to know that I am not a thief and that I have never stole anything in my life. I was so shocked that I lost my appetite, I was shaking and disgusted by the way he treated me. This is no way to treat anyone.

  

  Business response

  08/08/2023

  We are sorry to hear of the experience at the ********** location. That location is a franchise deli owned by a different company. We have forwarded the complaint to the Management Team and Owners to address. The feedback is appreciated!

  Customer response

  08/08/2023

  I hope that the manager will treat people with respect and get retrained on proper customer service skills. I understand it could be a stressful job but as someone who is serving as the face of a company, there should be a set protocol in place on how to solve problems. 

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My mom, my friend, and I went to ***** deli around 3:00pm on June 1, 2023. We went and got the salad bar. We got our food and sat down to eat. After I was finished with my first plate, I asked an employee if I need to bring my plate up to the front to get a new plate for the salad bar. She then told me that the salad bar was only one trip. I was confused. There was no signs stating that the salad was not all you can eat anymore. The employee did give ** a new plate for misunderstanding but when my mom asked how long the salad bar was only one trip now and the employee said that it has been for 6 months. I remember going to ***** deli in ******* in January of 2023. It wasn't 6 months. There was nothing online about it not being an all you can eat salad bar. There have been many complaints of this situation in many different locations. What is going on Jason's deli?

  

  Business response

  06/02/2023

  Our one trip Salad Bar has been in place since Covid or around early of 2020. Customers can pile as much on their plate as desired, and if needed an additional plate may be given to the customer upon request.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 7th I placed an order online for 3 sandwiches, a broccoli soup and 3 strawberry shortcakes. My order was processed and when I got to the restaurant to pick up my order, the manager ****** told me that he was sorry but they didn't have the strawberry shortcakes to which I replied that the only reason for my purchase in this store was mainly because of those shortcakes and I was shocked that they didn't call me immediately upon receiving my online order that they didn't have those cupcakes. The manager ****** offered me other types of desserts which I answered no and the ****** told me that then at the end of the day he would give me the credit to my bank card. I waited for the transaction to be processed at my bank and released and today, Tuesday, May 9, I realize that the transaction was never modified with the credit. I had to drive 20 minutes to the store and be able to speak with the manager of that shift and explain what happened on Sunday the 7th, the manager **** first of all did not apologize for the bad communication from the other manager (******) and immediately credited me with the three cupcakes to my back account. I explained my disappointment with what happened and that I had offered a tip for the bad service they offered me, which she did not want to reimburse me. In the end, she only reimbursed me for the shortcakes. And when I found out that they had more in the store, I asked her if I could get the 3 shortcakes, thinking that she would make up for the time lost, my gasoline and the tip that I gave them for not notifying me of the lack of desserts. I ended up paying for the 3 cupcakes and left the store very disappointed. I will think twice before buying from this restaurant again.

  Customer response

  05/09/2023

  I was hoping either a gift card with the amount of the three strawberries shortcakes plus the tip The tip I gave them for the bad service I received, or at least she shouldnt have charge me for the shortcakes.

  

  Business response

  05/09/2023

  Hi ******,

  We are sorry to hear of your experience at our *********, ***** location and have forwarded your feedback and request for a gift card for for the strawberry shortcakes to them so they can resolve this issue.

  Thank you for your feedback...it is appreciated.

  ***********************

  Customer Service Director

  Customer response

  05/11/2023

   
  Complaint: 20036986
  
  I am rejecting this response because: I havent heard anything from the restaurant. No email or calls. Im very disappointed the lack of communication from the restaurant.
  
  Sincerely,
  
  *************************

  

  Business response

  05/12/2023

  Hi ******,

  We are sorry for the delay in responding to your issue...and for your experience. An e-gift card has been sent to your email address provided in this complaint. Thanks for reaching out and please let ** know if you have any other issues.

  Customer love,

  Carol 

  Customer Service

   

   

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I visited the Jason's Deli located at ******************************************** about 30 minutes ago for their weekly kids eat free night. Our Transaction numbers were 60 (70094) and 28 (20009). They brought 3 of 4 entrees. We waited another 20 minutes or so and we noticed newly seated patrons receiving their orders. I went to the counter and inquired on the status of the order. The employee stated that they had already served everything within our order; which was not accurate. The employees and manager gathered in a huddle and concluded that they hadn't provided us with our order. At the onset of placing my order I advised that I would return and collect my salad containers and related items once we concluded our meal. I waited in line and advised the employee that I needed my salad containers and additional items and he stated that I needed to provide a receipt because we already received one. I explained to the him that we had two separate orders as the kids eat free promotion requires the purchase an entree. He insisted that he would not be allowed to provide it to me. I acknowledged that I didn't have the receipt and he saw me at the register completing our sale. For starters, my veracity should not be questioned if you witness first hand our party completing multiple transactions. I do not need to steal a $5 to go side salad. If there were questions, he could've solicited the cashier that collected my payment or researched our orders. We do not steal or try to take things that don't belong to us. I'm very upset at the way we were treated tonight. I'm disgusted that they would even insinuate such, especially in front of a line full of patrons. I spend too much money with Jason's Deli to be treated in that manner.

  

  Business response

  04/27/2023

  Thanks for your feedback on your visit to our *********** location. It has been passed on to the management team to address. We are sorry for your experience you encountered and we have emailed you an egift card. Thanks for being a loyal Jason's Deli customer and we look forward to continue to serve you!.

  Customer response

  04/28/2023

   
  Complaint: 19987966
  
  I am rejecting this response because:
  I have not received the e-gift card. May you provide the email address in which the card was sent? 
  

  
  Sincerely,
  
  Tee Wash

  

  Business response

  05/01/2023

  The e-gift card was sent to *********************** on 4/27/23. If this is not the email address, please let us know so we can update and resend.

  Thanks for letting ** know!
  

  Customer response

  05/04/2023

   
  Complaint: 19987966
  
  I am rejecting this response because:
  

  Thank you for quickly responding. I allowed additional time to receive it however, I still haven't received anything. Is it possible to send one via mail? PO Box ****** *******, ***** 77269. 

   

   

  
  Sincerely,
  
  Tee Wash

  Customer response

  05/05/2023

  Thank you for quickly responding. I allowed additional time to receive it however, I still haven't received anything. Is it possible to send one via mail? PO Box ****** *******, ***** 77269. 
  
  Sincerely,
  Tee Wash

  

  Business response

  05/05/2023

  Hi Tee:

  I just resent the e-gift card again and it shows the original was sent on 4/27. Please check your spam folder. And if you do not receive in the next few minutes, please email me directly to let me know and I will redeem the e-gift and mail you a regular card. I just wanted to get it to you in a timely manner! My email address is **************************************************. 

  Thanks for your patience and I am so sorry for the delay!

  Here's the screen shot:

  $25.00 Approved NjgoJpwpx0hoH627wsIvCeSkzyx
  

  Ordered Items
  # Code Description Quantity Unit Price Discount Discount Amount Item Total Personal Message Recipient Requested Delivery Date Assigned ******************* Date Delivery Status
  1 EG01 1 $25.00 $ $25.00 From: Customer Service
  To: Tee Wash
  Message:Thanks for being a loyal Jason's Deli customer...please enjoy a meal on **! Immediate **********

  Customer response

  05/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I still havent received the gift card however, I will accept this offer considering that I have specific contact information for you. Im unsure if youre using the alphabet O or the numeral zero. But, its ok. Ill email you. 

  
  Warmest Regards,
  
  Tee Wash

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩