JR
Jonathan Roberts
Mar 28, 2026
Made an online order (three items, two protein pockets, and one foot long). Went to pickup the order, made it there a little ahead of time for pick (said it would be ready by 12:10pm). Waited in the parking lot. Saw there was a lot of people entering the store (got busy quick). Went in around 12:08 to check up on my order. The store manager came and asked me what name was the order for. I told her my name. She said and I quote, "I have to feed all these people (pointing around the room) before I can make your order." I said, "Okay, so should I come back later?" She proceeded to turn around and walk away from me. I said a little louder, "I'll come back later then." and I went to my car (too crowded in the restaurant). I could sense the tension, and she wouldn't even give me the time of day. My wife went in after the scheduled time, and the same lady was rude to her as well. The manager said, "Like I just told him, I have to make everyone else's food first." My wife asked, "So does making an online order not matter?" The manager said, "You made your order after all these people came in." That was a lie, because we were sitting out front and watched all the people come in about 10 minutes AFTER we made our order. They took another 15 minutes to make it. Once we got the order, the tortillas on our protein pockets were stale and brittle (falling apart so much so that the wrapper was more sturdy then the tortillas), and they hardly added any meat to my wife's sandwich (a sandwich she gets all the time there). It's unfortunate because we used to love Subway. We wanted to get our money back but on the app it said the order was finished and we had already received it when we didn't. I'm super disappointed with the customer service at this site, and if this is how she treats customers, I can only imagine how she treats her employees. I understand, it got busy, I understand tensions were likely high, but that doesn't give her the right to take it out on me. I shouldn't have to work to earn my money, then work to use my money, then try to prove that I deserve the food I already paid for. They dropped the ball...