SUBWAY — Restaurant in Kitchener

So, my recent visit to a subway on Lancaster in Kitchener shocked me!

I called the store 20 mins before closing and a guy answered and rudely said “Hello”! Not thank you for calling subway or even identifying it was subway! I asked if I could place an order for pick up for two foot longs and he replied the store is closing soon! I said okay can I place my order and he replies what do you want in a rude tone of voice! I have the employee my order and then he just hung up. 5 mins goes by I’m getting in my car to head to the store it’s 2 mins away my phone rings it’s the subway employee he says your subs are ready and hangs up. At this point I’m angry with such disrespect and lack of customer service. When I get to the store I ask the employment of he knows anything about customer service like how to answer a phone, identify the establishment you work for, thank a customer for there order not just hang up etc. I really have this employee a lesson about customer service. He replied I’m sorry I really didn’t feel like making anymore subs my ankle is broken and sore. I told him if his ankle is broken then he shouldn’t be working at all and it’s his job to make subs. At this point he knew he was making himself look stupid more and more and he actually began to shed a few tears and apologized again and gave me 6 bucks off my order. I told him to go home and rest his foot.

The following day I decided to reach out to subway head office about how I was treated at that location which I frequent often. I explained the story and they forwarded my complaint to the store. Here is the stores reply,

I want to take a moment to thank you for contacting me and sharing your feedback regarding your recent Subway® experience.

At Subway, we often promote different products in new, creative ways in order to keep things fresh and appeal across the broad spectrum of our loyal customers. I appreciate your feedback and the time you took to share your point of view. I apologize your last visit did not meet your expectation. I have shared your feedback with my team to improve our customer service.

That’s the response from the store owner or manager. My complaint did not say anything about the food not being fresh or creative so why mention it?my complaint was simply about a rude employee. This response really made my head spin! I was actually disgusted and felt like they have these pre scripted emails that they respond to complaints with.

I will no longer be a subway customer for this reason. I do not accept businesses that do not treat customers with respect...

Only 2 of the people who work here are good. The person I’m assuming is the owner (since she handles the money/till) is extremely rude and lazy. I work close by and come here quite often always making sure she’s not the one making my sub. She loves to yell orders in her own language to the workers. Until recently there was the sweetest boy who worked here and every time I came in she was yelling at him in front of customers and ordering him around. He’s not here anymore unfortunately and he made the best subs always with a smile. This owner/manager takes every opportunity to NOT make your sub. If she has to its with a bad attitude. On this particular occasion I let her make my sub since no one else was here. She doesn’t wash her hands before making my sub and is in a hurry I guess to bake bread so she barely toasts my sub. Cheaps out on the veggies so I’m basically eating bread and when I ask for more gives me a dirty look. The chicken is COLD and the cheese not even melted. If I come back here I’m not letting her make my sub ever again. The blonde girl who works here is the only one that’s great and gives amazing service. The only reason this place is getting a star is...

A year ago i gave a 2 star review. Tonight its 5. The man that is now there makes the most awesome sub. 3 times now hes friendly, suggestive and subs delicious. This was my old review I frequent this location and tonight I am really not happy with the 3 sub combos i recieved. For the price you pay at subway, I spent $41.00 for 3 combos and the subs were very poorly made. I started into my order with 2 subs and she rushed to the till and said $27.00 and I explained I wasnt done yet and I wanted 3 sub combos. She then began mumbling under her mask , I dont know what she was saying but I felt rushed and pressured to get out of the store . I was going to get cookies but because I felt pressured I decided against it. In additiion to the poor customer service our subs were not adequately prepared. There was a lack of toppings on all subs, and the two that we wanted toasted were still cold. I did not feel welcome in this store and we had this same problem with this same staff member a week ago. I dont know if anyone reads these reviews but I am not happy and may think twice about subway. For the cost, it's just ...