Subway — Restaurant in Laval (administrative region)

To anyone who is reading this, please beware of the owner of this restaurant.

We have visited this place multiple times, didn’t had any issue. Today, I and my husband went to this subway location on 11.09. 2024 in the evening. As we received offer for buy one footlong and get one free on the app, we thought to try it. When we entered, my husband showed that offer to one employee (lady) and asked if we can use that. She said yes, and told that other girl will scan it. Other lady was making order for one customer so we waited. After she finished, my husband showed the offer to her and she said yes, we can order. So , she asked our order. My husband specifically mentioned again that two subways one chicken and the one vegetarian. And as per offer we will pay for one. Right?

We ordered our subways, she made it very nicely. When it was time to pay, she scanned the the offer code, but it didn’t work. She told my husband if he can order that online, so that she will be able to add on the system. She was telling my husband that click on this, this and this and pay and the order will show on their computer. My husband clicked on that offer and did as she advised in front of her.

When she opened on her computer, she said there is something wrong as she got only one sub order and We can’t have buy one get one free. The other lady came started talking to my husband. Meanwhile, few customers came, the lady who made our order, started serving them. As one lady was helping us, it was fine to us. Our food was there on the top of the counter open for quite some time. After explaining the same situation again and again to them, she was keep telling us that she can’t give us one sub from our order. Then she called her boss Silvia, they were talking for long time. Then lady told us again that we can’t have our full order. She passed to phone to the person (lady who was making other people’s food), they both came to us and told we need to make another order, to which my husband said that we already paid for order and did as employee advised. Also, as we used that offer, we are not able to make another order. He showed that pop up screen to her also.

My husband told to the lady that, she can serve others as we were waiting for the boss’s response.

At that point, I told to the lady please cancel our order and refund the money. There will be no problem to us as we waited already too long. Employee said she cannot cancel the order. And started talking to Silvia boss. They kept on talking and after some time, that employee told us that we can have the order. We said ok and took the food to the table. We just started eating and the same employee brought her phone on the table and it was on speaker, her boss was yelling at her first and then on us that we are having free food and she knows us for playing us this kind of trick of getting free food.

To which I told her that excuse me Madam, this is not a way talking. And we already clear that question before ordering the food. But she was just yelling. We didn’t find it appropriate and left our food there. We informed that employee that she can tell their boss, if she think we are here for free food, she can have this food. Employee was saying that we can have the food for which we paid. But we didn’t find it good especially from an employer of subway restaurant chain.

We have handled multiples fast food chain restaurants and been in these situations, which we handled very appropriately, for which we have recognitions as well.

As we know these things and customer service, was our one of the reasons that we wanted to cancel our order to save everyone’s time for which the employee said they can’t cancel the order.

As per our experience, it’s the worst way to deal as the boss...

Date of Visit: Friday, April 18th at 2:45 PM Location: Subway

TERRIBLE EXPERIENCE. I had what was easily the worst customer service experience of my life today at this Subway. I placed a very simple order: two tuna sandwiches — one 12-inch and one 6-inch. I was absolutely clear that the 6-inch needed to be toasted, as it's for my pregnant wife who cannot eat tuna unless it’s heated. This is the same order we get every time.

The staff member helping me, only worker at that time that I saw, a woman in her mid to late 30s (she did not provide her name), either misheard or ignored my instructions and toasted the wrong sandwich. I calmly pointed this out and asked her to correct it. She redid the sandwich, and I thought the issue was resolved.

However, as soon as I paid, she suddenly began yelling at me — in a very loud and disrespectful tone — and told me not to come back to the restaurant ever again. I was shocked. I don’t know what she was going through personally, but that kind of behavior towards a paying customer is completely unacceptable under any circumstances.

If this is how she treats customers, I have serious concerns about the future of this location. I will not be returning, and I sincerely hope the owner takes appropriate action. No customer deserves to be...

The food was really good and the service was great. I had difficulty on my app and the manager Silvia was kind enough to show me the procedure and I was able to get my 2 subs for one. Thank you so much for the great service! See you soon! And I met Lea-Kim Lafrance-Leroulx a French comedian, really nice and sweet. She played in L'empereur (2023), Beliveau (2017) and La Bolduc (2018) , so happy to have met her with Silvia. I am not in the picture but I was...