I placed a mobile order around 5:40 PM for one salad, one 6-inch meal, one footlong meal, 6 cookies, and 3 drinks. The app gave an estimated ready time of 6:00 PM and later showed the order as ready. When I arrived, there were four employees working and only one customer ahead of me, so I expected a quick pickup.
When I gave my name, I was told the order was still being made. I understand delays happen, but the communication was disappointing. When I mentioned the app said it was ready, I was told they had no control over the app. Then when I asked how long it would be, I was told, “You might want to sit down.” That response came across as dismissive and unprofessional.
Another employee later stepped in and politely told me it should be about 10 more minutes, which I appreciated. That kind of communication makes a big difference. My order was completed in about that time.
Unfortunately, the overall experience was still frustrating. Once completed, the young lady working the cash register which I had been standing at the entire time waiting set my order off to the side instead of being handed to me, and all but one employee’s attitude throughout the interaction felt rude and careless.
This is not the first poor experience I’ve had at this location. The biggest issue is not even the wait time it’s the lack of professionalism, urgency, and customer service. I’ve seen busy Subway locations handle long lines efficiently and courteously, so I know it can be done. This location would really benefit from stronger leadership, better training, and improved customer service standards.