PORT HURON -- I have been going to Subway for years to get subs. The only reason I have been going there is because I have always been able to choose swiss cheese on my sub. Imagine my shock when I went strolling in one day to get my usual, a Subway club, and when she asked me what kind of cheese I wanted I naturally said Swiss cheese. She then informed me that they no longer offer Swiss cheese.
She said the company voted on the cheese that was popular and Swiss cheese did not get on the list. What? Not on the list? Since when does a list take priority over the customer? I pay good money for my sub and I should be able to have Swiss cheese if I want it.
Shame on you Subway, you are just interested in your bottom line now and the customer and his desire does not mean squat to you anymore. I did log a complaint on their website after my disappointing experience. I have yet to hear back from anyone.
Well needless to say I will never return to any Subway restaurant. I will go where I can get what I want, Jimmy Johns, Jets pizza, Wal-Mart deli, which by the way they will pile meats and cheese on their subs. Oh and there is, markets of Meijer, Mancino's, you get the picture Subway? I am pissed off in Port Huron MI.
MERIDIAN, MISSISSIPPI -- My friend & I visited Subway tonight at approx 10:00. Neither of the two workers could agree on what price to charge for our meals. The first clerk comes to the window and says "that will be $13.38." I pay her & then she comes back and says that she didn't charge enough according to the other clerk. So I asked "how much more do I owe you" & the other clerk says about $7.00. I said "about? Break that down for me so I can better understand."
She then goes to the register and keys in info & says total is $20.38. So I give her $7.00. She gives me back $1.00 change. Now all I ordered was two sandwiches & two drinks. I did ask for chips but never received those. My Subway how much are your sandwiches. Do they just make their prices up as they go? I don't think I've ever paid $20 for two subs anywhere USA!
FARMINGTON, NEW MEXICO -- Today for lunch, I tried the smokehouse bbq chicken sandwich from our local Subway. We have about 4 local Subway's in our town. I have tried this particular sandwich at a few different locations, including the first time in Durango, CO. I suppose that I was hoping for a different outcome this time around. I was wrong. Different store, but the same result.
The Subway in Durango, CO that I originally stopped at to try this kept their pulled chicken pieces in a boat container, much like what you order nachos in at a ballpark. They then heat the chicken up in a microwave and serve it as such. It was actually very tasty and delicious.
The local Subway shops here in New Mexico keep the chicken prepped in a very different manner. They have it in one of their regular metal serving containers, much like their meatballs. The consistency of this chicken is not that of ordinary "pulled chicken or pork". This is a soupy mush with what resembles strands of chicken. Very unappetizing.
Oddly enough, the great smokey flavor is still floating around in the background somewhere, but the mush texture and subsequent soggy bread just turned me off. I thought perhaps it was just the first Subway I stopped at here locally, so I made it a point to try a couple of others. Lo and behold, they all prep and serve their's the same way. Kudos to the one in Durango, Co!
PURCELL, OKLAHOMA -- My daughter works in the Walmart pharmacy and decided to take her break in the Subway located in Wal-Mart. She brought her lunch and sat at the smallest table. She spilled her Gatorade and asked the owner for a napkin to clean her spill and he said "That will cost you .33 cents since you did not purchase food here." He also stated "You come in here use my supplies and don't buy anything so yes that will be .33 cents." My daughter walked out and owner lost my business and family of 5 plus all my Facebook friends' business.
I logged a complaint by email and it was sent to him and he called not to apologize but to state his reason for charging .33 cents for a napkin. I asked him if he knew how much business he lost over a .33 cent napkin? He said "I won't be belittled on the phone" and I said "You have already belittled yourself by charging .33 cents for a napkin!" He hung up on me.
DEERFIELD BEACH, FLORIDA -- On December 29, 2012, I visited one of your establishments at 50 SE 20th Avenue in Deerfield Beach, Florida, at approximately 3:10 P.M. I ordered a double chicken salad. Once I sat down, I discovered the chicken had been warmed up, which melted the cheese, and there was too much salad dressing for my liking. So, I approached the cash register where I told the gentleman the issues and that the salad would have to be remade.
He didn't even address me and turned immediately to the girl next to him making subs and told her the situation. She then told the girl who made the salad at which point I heard, "She didn't tell me she didn't want the chicken warmed up." My first question to you is, why do I need to tell her? Shouldn't she be asking the customer their preference in the first place?
The manager of this location, whose name I cannot reveal, as he would not divulge this information, so for all intents and purposes, he will be named **, heard the commotion and asked what the issue was, addressing me in a very unfavorable manner. He completely dismissed the issue at hand and simply stated, "This is a Subway policy and the chicken has to leave our hands to the customer hot." How this pertains to having the salad remade, I'm not quite sure.
** then turned away and continued making incoming customers' subs. After a few minutes of being ignored, I spoke up and asked the cashier if they were planning on remaking the salad or to just ignore me, their customer, all day. ** began a shouting match with me, telling me that he told me to wait while they served other customers and said to me, "You're a rude person and I don't deal with rude people. I told you to wait, so why don't you go home and get some training on how to be nice." This was quite hurtful and disappointing to hear.
As someone who worked in the service industry for more than a decade, I'm sure you know as well as I that you never talk to a customer or client like that, even if they are in the wrong. His job was to defuse the situation and fix the issue. All he had to say to calm the situation down was, "Sorry about that. We'll get your salad remade once we clear up this line of other customers."
It would have been that simple, but he continued to belittle me and behave condescendingly in front of the other patrons by first offering me a refund and then refusing to give me a refund stating that he does not "take commands from rude people or give refunds to rude people." ** got so frustrated that he threw out my salad and even told me leave.
He then ignored me, even after I asked, "Are you giving me a refund or are you remaking my salad?" He said NOTHING and continued to cash out other customers UNTIL he found out my boyfriend was recording the situation on his smartphone, a video I would be more than happy to share if you would like a copy. Only THEN did he give me back my money and even said, "Thank you."
I am completely shocked at the way this manager handled the situation. When a customer comes to you with a problem, regardless of their demeanor or attitude, your job as a manager and a leader is to be objective and to help the customer. I am told by this manager that I need training to be less rude, so after hearing (and potentially viewing) what transpired, what, in your opinion, would this manager need? I am absolutely disgusted with this situation; I have never been spoken to like that, thrown out of a restaurant, and embarrassed like this. This was completely the wrong way to deal with a customer.
If someone has an issue with a product you are offering, does this entitle them to speak to a customer like this? I can only imagine the repercussion this had on the customers around us as well as his staff. Every other customer in the restaurant was looking at us with their jaws dropped. If this is the poor attitude ** portrays on how he handles this type of situation, his employees will only learn this destructive behaviour. If you are looking to hire motivated people, as your website states, you definitely have a manager working at this location who is motivated to lose customers, which is no way for a leader to act.
I've always been satisfied with the service and food at Subway, but after this interaction, please be assured that I will be retracting my future patronage from any Subway restaurants, as this experience has understandably turned me off. After weeks of contact with head office, I finally heard back from the district manager who sent me a one-line email stating that he was sorry and welcomed me back at any time.
This less-than-acceptable reply prompted me to email him back and ask for a better resolution and he never answered both emails I sent him. I finally had head office contact the owner who supposedly said the employee was laid off for a week and retrained and that I was invited back for a free meal. Being from Canada, I can't imagine how I would take advantage of this offer, but the owner and head office never answered me on that either. That's some award-winning customer service!
FAIRVIEW ROAD/ELLENWOOD, GEORGIA -- Ellenwood, GA Subway - Kroger Shopping Center/Fairview Road. On Monday May 7, 2012 at 11:45 AM I visited the Subway Sandwich Shop with the intent to order two sandwiches. The attendant was very rude, first of all. I asked for the sandwich special of the day, which was turkey and ham. I ordered 2 six inch turkey and ham specials on flat bread. He informed me that they did not have flat bread. I then ordered the Italian herbs and cheese bread.
He started making the sandwiches. He put the meat and cheese on the sandwich, at that time another customer entered the store and proceeded to the line. The attendant immediately stopped fixing my sandwich and greeted the man and asked him what he would have. The white male customer asked "what is the special for today. He completed his sandwich and rung him up, then came back to ask me what else I wanted on my sandwich.
I asked him if he could explain his technique, as to why he stopped fixing my sandwich and completed the man's order behind me. He told me that his manager told him "in his language" to complete his order first. At that point another man came from the back and told me that he knew the gentlemen, and he told him to go ahead and fix his sandwich. I asked why, they did not have a reasonable explanation.
He then asked me in a very rude disposition, "Do you want the sandwich or not" I told him that under those circumstances I choose not to spend my money at his business. He then loudly said to me, while waving his hands in the air, and being very irate. "No Come. No Come Back!!!" I said "excuse me, you don't have to worry about me revisiting your business and spending my money here." He then waved his hand in a sweeping manner and yelled, "Get Out, and don't come back here." I then exited the door to avoid any further confrontation and humiliation.
It is extremely unprofessional, and humiliating to be treated this way in a reputable establishment. I have never experienced such rudeness, and to be told not to come back to an establishment because of questioning discriminatory practices. Subway is known for a reputation with kind and professional service. I regularly visit the Subway locations and have always been treated with professionalism. I along with my co-worker 360 plus, employees visit Subway almost everyday for lunch. The staff there are always courteous, quick, clean, and professional. (Moreland Avenue - next to Aldi and CVS)
I have never in my life been put out of an establishment. When I chose not to buy the sandwich, after he chose to disregard me as a paying customer, by stopping in the middle of my order, and servicing the white male customer, which came in after me. Then, after checking him out, with the same gloves, he proceeded to complete my sandwich. This type of practice is no longer acceptable in the US, and there must be some type of corrective action taken when an establishment chooses to attempt to keep it alive.
I have been a Subway employee for over a year now. I am prior service military and very good at what I do. I have regular customers that come in to my store everyday and enjoy their sandwich but I must say all these complaints I am reading make me laugh. Some of you speak about the employees like we are dogs. I am not saying that everyone is perfect but this is a shame.
When you come in to the store I am required to greet you within 3 seconds. This is not an option for me. So when I take the time to say “Welcome to Subway” or “hey how are you?” Be respectful and say hello. Don't just come up to the counter and say “I WANT A...” I was taught manners and I am sure that at some point you have run across them as well.
Your home girl can wait five seconds for you to order a sub. I had a lady one time tell me "excuse me I'm talking" when I asked her what kind of cheese she wanted on her sub. I didn't come to your car and ask you what you wanted, you came in to me and stepped up to my line. I had a no cell phone sign on my line. Corporate made me take it down. But when it was still up some of you would read it to your friend on the phone.
This is a made to order sandwich. I need your full attention. When you ask me for something on your sub paying half attention and I put it on there don't scream at me because you asked for it. And if I were to pull out my phone while making your sub you might get offended because I am not doing my job properly.
If you speak to me like I'm a dog, my customer service will lack at some point. I don't come to your work and be completely rude to you and ask for you to take it. I'm human and I expect to be treated with respect. Everyone has a bad day. I'll try and make it better if you don't treat me like gum stuck to your shoe.
If you want extra veggies... ASK! It is free of charge. Subway says I am to put 6 olives on your footlong. If you ask for more I can put more. It is much easier for me to put more on than it is for me to take it off. This stands for dressing as well. Without throwing away product I cannot take it off. Ask and you shall receive.
Bashing employees... Believe it or not what we do is based on what our higher power tells us to do. We are not incompetent. However when a manager is standing over my shoulder I am not willing to lose my job. Just as you are to your job. My job pays my bills.
During tax season when we do our special buy one get one don't ask me why we are out of bread. We are able to bake 24 pieces of bread at a time. Do the math. When I have a line hanging out my door it is impossible for me to keep bread flowing. And if I bake before the day you'll complain it is hard. Come on now. The person who designed this is a guy sitting at a desk somewhere who has never made a sub in his life. Don't get mad at me for trying to carry out his wishes. Everyone has something that is not so great about their job. We are not all in food but I had plenty of complaints about the military as well. Be civil to me and I shall be civil to you.
Please read the menu before asking me where the $5.00 subs are. They are right in front of you. The don't tell me what my menu says. Turkey is not a 5 dollar sub no matter how many times you tell me it is. If you read the menu while making your selection this saves you and I the argument at the register when you tell me no turkey is 5.00. I then have to go back to the sign and show you.
I love a lot of my customers but I have had some really unreasonable requests in my time. My job is not what keeps me coming back to work. It is the people that I share a bond with. I do not enjoy the behind the scenes work of scrubbing on my hands and knees because Subway says our stores are to be immaculate at all times. I have customers that tell me how clean my store is. They see how hard my coworkers and I try to keep up. I have customers tell me all the time how clean my store is. You just have to find the right one and stick with it. We will take care of you if you take care of us!!!
BARRIE -- My staff and I spend (or rather spent after this) hundreds of dollars a month at Subway. At its peak, we were spending $150 a week. We're not casual consumers. My office is right above the Subway. It's convenient. Every day I would order the same thing, steak and cheese on Parmesan. Three times I ordered a "six inch". Each time the bread was stale. The third time, I'd had enough. The so-called "artist" had made a flat, stale, squishy, soggy mess and thrown it in a bag. Disgusted, I brought it back into the store and asked for a replacement. I told them I would be back, as I was running very late.
When I returned, the "manager" (in title only) was there to greet me. She proceeded to bash me, say there was nothing wrong with the ooze that was leaking all over her counter. She started bashing me for "hurting the feelings" of these so-called "artists" who were standing behind her primping themselves and acting like Cinderella's step sisters. She then proceeded to literally throw my money back at me and said they would not make another sandwich. I then left. This is where I made a dumb mistake. I called Subway to complain. They filled me full of empty promises, promised a response within three days, etc.
I went back that night, in my uniform, as I was now very hungry. There was a lineup of people ahead of me, so I just stood there quietly. This old lady working there saw me standing there and proceeded to bash me, to humiliate me, to practically yell at me, insult me then told me anyone who called head office wasn't welcome back at their store and told me that if I wanted a sub, that I'd have to "shut up, don't give us any trouble, take your food and leave." That, regrettably, is a direct quote.
I left, feeling disgraced for wanting a decent, edible sandwich. Now, before I go on, let's remember that these so-called "sandwich artists" are posting on this site, telling us how to behave, how to order, how to conduct our personal lives, how to park, what we will or won't say, how we will read, etc. We know, then, that obviously they're discontent. They're not happy with their jobs. They defend their horrible actions by blaming their moods on their customers. So it's not hard to envision what I'm typing here, bearing in mind the crabby, minimum wage puppets on the other side of the counter.
Anyway, I was promised a call. Well, as I have an office in the same building I know the landlord very well. I called him. He gave me the owner's cell phone number. I called a couple of times and got to have a pleasant monologue with the voicemail. That's as far as it ever got. A month goes by. I contact Subway and told them I'd had no response, no contact of any sort and no resolution to the problem. A very pleasant lady said I'd hear back in three days. Never happened.
So, I gave up. For months I didn't go back to that store, watching the staff change over half a dozen times in that period. In that period, my assistant would go down and get me a sub. What can I say, it's convenient. No problems to speak of. The crappy food syndrome had somehow been remedied, much to my satisfaction. Today I decided to go myself, as my assistant had the day off. It was completely uneventful. The same manager as before was there, walking out of the back as I paid the young, very friendly lady who was serving me.
"All is well" I thought. OK, who was I kidding? One of my staff went down for lunch after I did. He comes back up and says "the manager stopped me. She recognized me from working here. She told me to tell you that you're not welcome back because of an incident that happened several months ago."
I have a serious problem with this. Several, actually. First, my employee should never have been brought into this. Second, she had every opportunity to tell me directly, as she was standing right there as I paid. She sure seemed content to take my money. Third, punitive measures should not be imposed against a regular customer that was treated rudely, with disrespect, denigrated in front of numerous patrons and yet STILL desired to do business with them. They have 72 hours to come up with a resolution, or this goes to the press. Fortunately I spend a ton of money in advertising with the press, so I have no worries about them listening to me.
This is a time of recession. Terrible food and terrible service, no matter what price point, should not be rewarded. The consumer should not be punished. The business should be punished. Recessions weed out terrible companies with terrible service. Bad press exposure can escalate this. When I read these so-called "artists" moaning and groaning about how hard done by they are, I think about how much harder done by they would be if we just stopped doing business with them. No business, no money, no job.
This is what they deserve. The public is speaking. The reviews are clear. If you don't learn from history, you're doomed to repeat it. Subways rating on this site is tanking. We, as consumers need to stand up and say "we're not rewarding your absolutely crap sandwiches and even worse service anymore. By the way, Quiznos, as I found out after this incident, absolutely spanks your product silly.
DETROIT, MICHIGAN -- I've been an employee of Subway for nearly 5 months now. I'm young but have been in the industry of customer service for nearly 4 years and have never battled more outrageous customers in my entire experience. To start, I'd just like to remind our valued customers the we, behind the counter, are human beings like you.
We work because we have to, to make a living. You might assume that all we do is make sandwiches all day which shouldn't be that hard. In all honesty we work our butts off. Have a little respect for that when placing your order. Do you know what it's like to have 15 customers in line, 2 people on the clock and not enough bread baked? It gets pretty stressful around there.
Here are some tips on how to make your Subway experience a little more enjoyable. Step one: Decide how many subs you'll be ordering. In my case, it's easier to get all of the breads cut before I start making the actual sub. Our secret goal is to help you build your sandwiches all at once because we want you out as quickly as possible (Thanks! Come again! :D)
Step two: If you haven't decided yet and still need time to browse our menu please step aside and let the person behind you order. This makes everything run a bit smoother. Step three: Finally decided? Oh! But your phone is ringing, I bet it's important! Listen, Subway is the sort of restaurant that requires full customer and employee attention. I can't help you if you're in mid-conversation with Peter the pool boy. Hang up the phones, people!
Step four: Take advantage of the many signs stuck to the glass of our meat and vegetable unit. Those signs have everything you need to know written on them complete with pictures! i.e. bread, cheese, veggies etc. Step five: Please understand that there is a very large sheet of glass standing between us, so speak up. Step six: When requesting your veggies, don't just point. We're looking at two different angles so even though you think you're pointing at onions. It looks to me like you're pointing at black olives. Be verbal about it.
Step seven: If you'd like "the works" on your sandwich please note that the Hot and Mild peppers are not included so you need to ask for them. This is also explained on that little convenient sign stuck to the glass that I mentioned earlier. Step eight: No, I don't know what sauce would taste good on your sandwich. Different strokes for different folks!
Step nine: When you get to the big bad register please keep your cool when charged for your double meat and double cheese. The costs of these items are usually explained as soon as you asked for them at the beginning of the line. And finally, step ten: Remember, you're asking someone you don't know to make your food so my advice to you is to be courteous to that person. Don't bite the hand that feeds you! Hope this helps!
WISCONSIN -- I KNOW THIS IS LONG, BUT PLEASE READ IT ANYWAY. YOU JUST MIGHT BE ENTERTAINED. I will choose to remain anonymous, though I will share that I am a Subway employee. I am also an American citizen so I know what it's like to go into a fast food restaurant and receive less than desirable service. This type of service would include making a mistake with my order, over charging me, or leaving some type of foreign object (i.e. hair, fingers etc.) in my food. It makes no difference to me if the employee is wearing his or her whole uniform (apron, visor...), is cleanly shaven, or is even artificially polite to me as most employees are instructed to be.
I hardly ever have the ability to even force a smile while I'm at work, but that doesn't impact the quality of food that I provide for my customers. This site is filled with complaints from customers about how bad the service is at these restaurants. Many times the employees act that way so you leave. Believe me, we don't get paid on commission, so ask yourself how happy we are when a line is so long it stretches out the back door. I have heard many complaints from customers before and I'm left rather uninterested. I do, however, have a couple insightful complaints of my own as an employee.
Customers talking on their cell phones while ordering is certainly the most aggravating. This is so rude. I couldn't imagine doing this while I was ordering at a fast food place. Put the phone down. Come on. You specific people know who you are that always seem to be doing it. Just stop with the phone and don't be rude to me when you order.
Customers who think they are better than me because I work at Subway is another bothersome topic. I am a full time college student studying civil engineering. I also happen to work at Subway. This job has given me a big wake up call in judging people by their job. I don't know their situation and neither do you. People who work at fast food places aren't always stupid. Many times they are, but not in every case.
Pointing at the glass while telling me which vegetables you want. Oh my god. I know where each one is. I have been there since I was 15. I got it under control. Stop pointing and getting greasy finger prints on the glass. Making messes at the tables. I have cleaned up messes at tables that I would have had to work hard to make when I was 3 years old. These messes are often made by adults. I know I am a loser that works at Subway, but couldn't you have some respect for me and at least try to pick up after yourself a little bit?
Not being ready to order while there is a long line. This is a big one guys. The menu lists all of the items for sale and their corresponding prices. It's not that hard. And if the decision really needs more pondering, step back and let the other people go first. I have been to many fast food places and it seems to me Subway customers are among the worst behaved of all.
This letter in no way is representative of all Subway customers. I have a bunch of regulars that come in and are always nice to me. Not surprisingly, they are never guilty of any of my 5 complaints. Most customers are just fine, but there are plenty who fit the negative description to the "T." Since I was a young boy, my parents taught me the importance of personal responsibility and respect for others. If even I, a lowly Subway employee can adhere to these simple rules of life, can't you customers do the same?
Go out and thank your sandwich artist today. Tell him or her how much he or she means to you. Don't make them think they fit into the common category of fast food employee. Be ready to order, hang up your phone, keep your paws off the glass, don't act as though you are superior to me, especially since I already have more education than most of you, and clean up your crap at the tables. We are all people. Let's all treat each other with respect. And let's attempt to earn respect from others through honesty, hard work, responsibility, and compassion. Eat Fresh everyone!