I’m not the kind of person who goes around calling the health department on restaurants because that’s honestly not the kind of person I am. But the way this store is being managed is absolutely terrible, and it has gotten to the point where I feel like something needs to be done. The bathrooms are extremely dirty, and the area behind the counter looks filthy, like nothing is ever properly sanitized or wiped down. As a customer walking into a place like this, it honestly makes me question whether the food is being handled safely and whether I could end up getting sick from eating here. I have eaten at another Subway location before and ended up with a really bad stomachache afterward, and seeing the condition of this location makes me even more concerned. This was my first time visiting this particular store, and I was honestly disgusted by what I saw.
There’s no music playing, the store seems short-staffed, and the entire place looks poorly managed. What exactly is being done to keep this location running properly because from a customer’s perspective, it honestly looks like nothing is being handled the way it should be? Last week, the employee over-toasted my bread so badly that he had to make me an entirely new sandwich. Then I came back again because I wanted to try one of the pizza items they offer, and somehow I was told they were sold out. I find that hard to believe, and if the employee was too busy handling other orders to make it, he should have communicated that honestly instead of telling me it was sold out. Having multiple orders is not an excuse to provide poor service or leave customers waiting forever.
If I were managing this location, I would seriously reevaluate the staff and make changes where necessary. If this is a family business, that is perfectly fine, but that does not mean employees should be allowed to work without accountability. Everyone needs to work at a reasonable pace, communicate with one another, maintain cleanliness, and function as a team. Customers should not have to suffer because employees are overwhelmed or management is not doing its job. I understand that staffing can be difficult, but there is a difference between being busy and allowing the entire store to look and operate this way. I would be afraid to continue eating here because the cleanliness alone makes me question the safety of the food. I want to be able to walk into a restaurant and feel comfortable knowing that the food is being prepared in a clean environment. I am extremely disappointed because this location has so much room for improvement, and management seriously needs to step up and take responsibility for what is happening inside this store.
there’s another subway in crystal lake that i would much rather go to. if i had to choose between the two locations, i would drive all the way to the one on the other side of crystal lake by the metro station because the one over here by berkshire is honestly so bad. the customer service is disappointing, half the time you can barely understand the employees, and when they mess up your order, they act like they did nothing wrong instead of taking responsibility. it’s extremely frustrating to pay for something and not even receive what you ordered. on top of that, the soda is always flat whenever i go there, and the food quality is not consistent. customers should not have to keep dealing with the same problems over and over again. i would rather drive farther to another location where i can actually get what i paid for and be treated with respect. this location seriously needs better management, better customer service, and more accountability from its employees.
I am extremely disappointed with the service I received at this location. I placed an order through DoorDash expecting my food to be freshly made and prepared correctly, but unfortunately that was not the case. I ordered a spicy Italian sandwich on DoorDash, and instead of receiving the bread I ordered, I received whole grain bread. On top of that, my DoorDash driver had to contact me to let me know the store was making him wait, which was extremely confusing and frustrating. He is a customer service provider doing his job, and I had already paid for my order. I was also told there is now a policy requiring walk-in customers to be served before delivery orders, which makes absolutely no sense to me. If I have already paid for my food, why should my order be pushed aside?
I have had multiple disappointing experiences at this location, and at this point, I will not be returning. Every time I call the store, the employee who answers the phone speaks to me in a way that is difficult to understand, and the customer service comes across as unprofessional and rude. This is not what proper management should look like. Additionally, when I visit early in the morning, the store sometimes takes around 30 minutes past the expected opening time to open its doors. Customers should not have to deal with these kinds of issues. Whether employees are running late or there are other staffing problems, that is not the customer’s responsibility.
I have also had ongoing concerns about the cleanliness of this location and the quality of the food. The vegetables frequently appear old or not fresh, the food is often disappointing, and the only items that seem consistently fresh are the cookies. Every time I order a fountain drink, it tastes flat. These are repeated problems, not just one bad experience. I have already contacted corporate and the health department because I believe the condition of this store and the quality of the food need to be taken seriously.
I know this location is capable of doing better, but there needs to be better management, proper employee training, consistent cleanliness, and accountability. Customers deserve to receive what they pay for, have their orders prepared correctly, and be treated with basic respect. Please take these complaints seriously and make the necessary changes. Treat your customers the way you would want your own family to be treated. I am extremely disappointed that I have had to experience these issues repeatedly, and I hope someone in management finally takes the time to address them.
GM
Garrett McCracken
Oct 8, 2026
Kiran is amazing every time I show up she has a smile on her face and makes the best sandwiches love going to this location definitely a five star
I stopped in here for lunch today with my friend. I ordered a footlong cold cut combo with a bag of chips and a fountain drink and my friend had a footlong BMT with chips and a fountain drink. I was charged $34 for this! I tried calling but nobody will answer the phone. So I'm forced to leave a review here.