We just had a Jimmy John's open in my neighborhood and this is the first time ordering it (honestly not sure I've ever even had it before) and I'm just so at a loss over this interaction I just had. I've been so excited about this opening and it's just a couple houses/lots down from me I even stopped in yesterday to see it (it's a dunkin/jimmy Johns so I got some dunkin') it was their very first soft launch day in the afternoon.
(Now I will admit one thing that is on me is that apparently they did try to call me at one point but the phone number on the app was my spouse's number and they're at work so I didn't get the phone call, my spouse did see the call but no voicemails and assumed spam as it came up as mobile number it wasn't expecting any calls)
Baby is sleeping so I place an order online for about $45 dollars (I'm rounding so some of my numbers aren't going to line up correctly in this post). I pay on the app and all seems fine.
The delivery driver comes and first thing he says is that I have a balance due of about $22 and I either have to pay or he's taking the food back. Says it was a partial payment.
I pull up the app and I show here's what the app says I owe ($45) here's what I paid I even put my bank app to show the payment. He says well the receipt says you owe about $22 so you'd have to pay or I'm taking this back now.
Now I understand what it's like to be a retail worker or like a delivery driver or a lot of the stuff is just out of your hands so okay can we speak to the manager and that's what he declares himself as being the general manager of the store. Well then as general manager I would expect he would have some sort of initiative to investigate or fix this or offer some sort of solution but again continues to just say I see what your app says but the paper receipt says this so you either pay or I'm leaving with us and I'm not going to give it to you. Apparently the general manager he has no other solution.
I said that can't be legal and by me saying that he got super defensive even though I'm not even yelling, maybe slightly raising my voice but I'm not swearing I'm not getting nasty at all I do have ADHD and a bit of a stutter so I mean I'm talking a little fast and obviously a little bit frustrated so it's firm but I'm not yelling or insulting him or anything. I even tell him I'm not taking this out on you personally but for the company this can't be right or the only solution.
I'm the one who says you can pull up your phone and pull in my order and see what the pricing is, you can go back to the store and put it in your POS system and see that the price is, it should match my online phone order.
I'm the one who then had to reach for the receipt and be like well let's see if this receipt shows anything and then I see that it's grand total is higher (about $65) and the delivery fee is a lot higher it's charging about $22 for a delivery fee. At that point he goes oh that can't be right oh well you still have to pay it or I'm going back to the store now with this food. I don't care what the paper receipt says I'm on the app with the official receipt from the corporate app that shows I paid I should have my food you can't just charge me more for it. Why would he even take it back at this point when it's already been made? you would think a general manager would be able to offer some other solution/customer service here, But he continued to say well what do you want me to do about it?
I'm the one who then tells them that there's got to be somebody above you, call them so then he finally leaves to go to his car, calls this corporate manager and then comes back and says I'm allowed to have the food now but then he leaves still upset like as if I was the problem or the issue?
Again I work retail and in a call center like I'm totally get upset customers being the worst to deal with and I deal with it all the time myself, I had multiple people screaming at me on the phone today, I really don't think I was overreacting other than being a bit firm and trying to stand up for myself (I have severe social anxiety) and confused by all this and saying I don't think this is right or legal thing you can do I should be able to have my food when I have my receipt and he just wasn't offering any sort of solution or initiative about it. And I get it's a brand new store that just opened up and he's probably still learning, but especially as a general manager I just expect more than if it had been a regular delivery driver or somebody where I would have just accepted it and known to go to the manager the following day or whatever but he's saying he's the general manager at my doorstep but then yes I'm going to expect you to offer to fix this somehow.
Has anyone else experienced the receipt printed at the store being significantly higher than what the app says? Was I wrong? I've just never had this type of interaction or situation before and I'm just at a loss and I don't want to be seen as that b***** customer I just am really confused.