I ordered through the Subway app, not realizing this particular location is inside a Walmart until…read moreafter I paid. No big deal, I parked and walked.
I placed my order around 12:40-12:45, and the app quoted pick-up time for 12:55. I walked into the Subway at 12:53 to see a long line and one employee working by herself, so I quietly walked to a table to sit and wait.
At 12:56, the app said my order was ready but I assumed that was because the estimated ready time had passed, and she hadn't actually had time to make it yet. There's no designated area to pickup orders, the sign says "pickup" at the register, so a few minutes later I went to approach someone to ask about my order. Another customer stopped me and informed me that she was also waiting on a pickup order, but it had been quite some time and that I should just wait--so I sat back down.
Finally, about 10 minutes later, I see the line is cleared and the employee is standing at the register just sort of looking around and clearly not doing anything. I took this to mean my order was ready and approached her at the register.
When I told her I was there to pickup and order, she was visibly confused and began looking around. My ticket was sitting on the counter behind her where she left it, meaning she took it off the printer, looked at it, and then set it down and walked away and never went back to make it.
She picked it up, looked at it, and told me they were out of all four of the cookie flavors I ordered, and would I be okay with the raspberry cheesecake as that was all they had. I said okay, no worries but I don't like that flavor--would a refund be possible instead? She said she wasn't sure about that and would need to ask. Nothing else was said and she went to begin preparing my order. At this point it had been thirty minutes since I placed the order. I would've simply left but the order had already been paid for and the tip had already been left.
At this point I was incredibly frustrated at the lack of service, as well as the fact that she was moving slower than I had ever seen anyone move before (I have been working in restaurants for ten years, so believe me when I tell you I have seen some slow moving people), but I decided to remain patient and polite. The fact that she was wearing literal pajamas tipped me off that she doesn't really care, but the way I was served confirmed it for me.
A minute or two into making my order, a man walked up and she pushed my order to the side, greeted him, and began making his sandwich. Once his order was ready to be toasted, she put it in the toaster and went back to my order. I noticed she was about to start adding the fresh toppings, so I politely asked if that was, in fact, my order (as a restaurant worker I know that it's infuriating when people try to tell me their order is being prepared incorrectly when it's not even their order) and when she said yes I simply told her they're supposed to be toasted. Mind you my ticket was printed out,in order, in front of her for her to clearly read "toasted." She seemed slightly irritated but went ahead and toasted them.
Then she told me they were out of lettuce, would spinach be okay? This was a little absurd to me, as we were in Walmart right next to the produce section, and I could literally see bagged shredded iceberg lettuce from where we were standing, but I told her no worries, just leave it off.
After making the sandwiches and giving them to me, she told me I'd have to wait for her to call and ask if I could get a refund for the four cookies. It took her ten minutes to finish making my order and another line had formed, so I told her not to worry about it and just left.
Overall I am incredibly dissatisfied, will not be returning, and would strongly advise everyone else to avoid this location as well.
