I am writing to formally log a complaint regarding poor customer service, inconsistent pricing, and employee misconduct at this Subway.
Incident 1: Two Weeks Ago
Due to a severe ham allergy, I asked to swap ham for turkey on a BMT. The worker cited a $6 substitution charge because a BMT doesn't originally feature turkey.
A manager explained that if I ordered a sub that did already feature turkey, the swap would be free. Following her guidance, I ordered the 5-Meat Italian, swapped ham for turkey, and paid without issue. I later left an honest, 1-star Google Maps review detailing this confusing policy.
Incident 2: Tonight
We returned to the same store. The employee working (who was present two weeks prior) prepared both our sandwiches completely.
Only after they were fully made did he state, "By the way, it's going to be a $6 charge for the turkey substitution on each sandwich. It's not how we thought it was last time."
When I reminded him of the policy management gave me, he flatly replied, "Yeah well, that's not how it is anymore."
I stated this should have been disclosed before the food was prepared, as a sudden $12 upcharge changed our decision to buy. Standard service would be to honor the pricing as a courtesy and give warning for future visits, but he was entirely dismissive. I declined the food due to the hidden fees.
Retaliatory Behavior and False Accusations:
In response to us declining the food, the worker stated we were banned.
He claimed that two weeks ago, I was "irate, yelling and screaming at employees and they feared for their lives."
This accusation is entirely false and defamatory. Having worked fast food and customer service myself, I would never treat anyone that way.
Logistically, if that had occurred, the police would have been called and I would have been banned then—not served normally and welcomed back tonight.
This fabrication is clear retaliation for my 1-star review. I am appalled by the lack of professionalism, changing rules, wasted product, and malicious falsehoods used to ban a customer who questioned a sudden price hike.
Please investigate this location.
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ORIGINAL REVIEWS FOR CONTEXT:
Update: I asked the worker if they knew what the Turkey Italiano was (an old sub some stores still honor).
She didn't, so I asked to get a BMT and swap ham for turkey due to an allergy. She said it would be an extra $6.
After some confusion, she explained that if a sub doesn't come with turkey, it costs extra—but if it already has turkey, there's no charge to swap ham for extra turkey.
It doesn't make sense that the same substitution costs nothing on one sub and $6 on another, but okay.
I wound up ordering the 5-Meat Italian (swapping ham for turkey) and got the same ingredients as a BMT + roast beef for less money.
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First Review: It's crazy how many 1-2 star ratings share the same complaints: horrible service, constantly out of basic ingredients/bread, ignoring customers, closing early, and the app never working.
My experience: Staff is 50/50—some are super friendly, others are curt and rude. Sub quality fluctuates wildly; in-person subs are a pound each, but app orders are a fraction of the size. They frequently run out of meatballs by 2 PM or 7 PM and refuse to open the next day's prep.
Worse, the app constantly claims this store is "closed" at 7 PM (they close at 9), preventing me from using my rewards/coupons.
When I walk in, they say they'll take my order, but refuse to honor the app deals, charging $34 for two meatball subs.
They try to get you to make the sandwiches first before checking for discounts, then claim they "can't control the app," which isn't true.
Corporate needs to retrain this location.