I placed an order online then called the store to add just meatballs to the order. They answered rudely, literally yelling at me saying they were busy and seemed to be hanging up. I said I'm sorry but I need to adjust my online order and she said fine and appeared the throw the phone down so I could hear their conversation but wasn't talking to me. She then picked back up the phone and I told her I just needed 4 meatballs for my toddler, she said what do you want me to put them in and rudely said they were out of soup bowls. I asked about a salad bowl and she said those were all accounted for. I've never had this issue before ordering this and suggested putting them in a cup. At the end of the phone call she said we are too busy and I have a line full of customers here-which was incredibly rude to me bc she could have not answered the phone rather than been rude if she was that overwhelmed AND she was so disrespectful to a customer over the phone with a restaurant full of other customers.
When we got the order home, one sandwich wasn't even close to what I ordered-missing some ingredients and extremely scarce on the steak (I have pics of the food and receipts). They also charged me the full $5.50 for the 4 meatballs which I didn't mind paying but when picking up the order (I paid for everything else online) they screamed make sure you charge them the full $5.50 for the meatballs in front of other customers.
When I called to get the names of the employees they were again rude and dismissive. Finally Nikki (sp?) said she took my call and she was the manager and Tiana (sp?) also assisted with the order. I asked who owns the store and she wouldn't give me the name for a while until I pressed and she said "Andy" but no other information and then I asked for their store number and she said it's on your receipt, you can find it there.
Term ID transaction number: 1/XA-185035
Order Number:4BDDA40A-66
Then received an email from GM...
Dear Katy Kleymeyer,
I want to take a moment to thank you for contacting me and to extend my apologies for the less than ideal experience that you had in my restaurant.
We talked to the crew , so when you called employees were busy with existing customer in store , she said your husband was already in line .he was fin with everything when he took the order .
We will ensure that next time they do a better service . We appreciate your in put
I understand that my staff's behavior during your visit did not meet your expectations. I know that we have let you down, and for that, my team at this Subway® restaurant is sorry. We are dedicated to handcrafting our meals in a welcoming environment.
I am always looking for ways to improve the restaurant experience for my customers, so I shared your feedback with my team to prevent this from happening in the future.
Thank you for choosing Subway® and we look forward to seeing you soon.
Mike
GM
Then I responded back...
My husband DID NOT say he was fine with the order. It was very rude when the One employee yells to the other employee "make sure you charge him the $5.50 for the meatballs" when the other customers in the store.
The whole experience was unacceptable.
To be yelled at over the phone, and then to be yelled a couple times in the store, where other customers could hear the transaction, is not very good for business
I sent him a pic of the receipt - showing what ingredients I wanted on one of the four subs (it didn't have the cheese, mayo, oil & vinegar) and the small cup with a few meatballs and shredded cheese for $5.50 (yes the meatballs that one employee yells to the other employee (with customers in the lobby) 'make sure you charge him the $5.50 for those meatballs")
Katy read more
