Subway — Restaurant in Ottawa

Ordered online for pick up from the location. We got three subs, a salad and cookies. When we got the order home we had received the wrong bread. Unfortunately this was an issue because my friend and his kid are lactose intolerant and they gave us bread with cheese on it. Tried calling to explain the mix up but no one answered. Went in to return the order and they were out of the bread my friend could eat. The store refused to issue a refund and told me to come back tomorrow for another sub when they had bread. I initially thought they were joking but unfortunately not. They eventually called the assistant manager who explained that the store was busy and ran out of bread. She told me she had been working 15 days straight and she was not feeling well. She then said no worries and that I can just come back tomorrow to have the subs replaced. I reiterated my request for the refund and she said that they can not issue a refund. She was extremely combative and kept interrupting me telling me it's not a big deal and that I should just comeback tomorrow. She clearly did not understand that if my friend or his kid ate the sub they provided they would be sick for a couple of days. She simply couldn't understand that they had a food allergy. I double checked the online order and saw that we had entered the order in properly. She said it is common practice for her employees to just make substitutions to the order if they don't have what is requested, and that they don't feel the need to inform the customer at pick up. Currently in the process of dealing with corporate for a refund but they said they will contact the store first. They were quick to point out that the store was busy. I guess the store is making too much money to feel the need to get orders correct or make things right when they clearly make mistakes. There are much better subways in the area where the staff actually take pride in what they do. I will definitely not be going back to...

We ordered around 12:30am with the night staff in charge on the morning of July 23rd 2024. A young lady served us and was completely disengaged. There were none of the footlong cookies we wanted- which is fine, these things happen!

What was more problematic was the quality of service we received. We instead tried the dippers, and they were insufficiently filled. Through the entire process she was lethargic, chose to reopen our food after toasting it to look at it before packaging it, and missed our sauce cups with the bottle when preparing the dips so we received 30% full sauces messily slathered in chipotle.

From what I can tell this issue seems to be centered on the night staff at this location. I'm unable to go during the day given my working hours, but most of the positive reviews seem to come from peak hours. My entire experience was decided by a single staff member, so this may be an isolated issue. I can't keep taking risks on this Subway, as this is the second time I've had a bad experience, and the first one made me avoid the location for half a year until now. I really, really want to enjoy it there, but both times I've gotten terrible experiences.

Best of luck on improving both the quality of food and service here. It seems like a night issue, so cracking down on it isn't as steep as overhauling the entire place and...

I had a highly disappointing experience at the Subway on Navaho Dr. yesterday. I placed a footlong order through their mobile app, specifying extra onions, crispy onions, and all the toppings. However, when I received my sub, it had significantly less of everything compared to a regular sub.

When I went into the store to address this issue, the staff was unhelpful and stated they couldn’t do anything about it. I requested to speak with a manager, but was told the manager wasn’t available and I would need to come back the next day. This was not only inconvenient but also frustrating, especially since this is not the first time I’ve encountered issues with mobile orders at this location.

When I asked why this problem seems to be specific to mobile orders, the staff suggested I should just come into the store instead of using the app. This raises the question: if the app isn’t reliable, why have it in the first place?

I’ve also taken photos of the sub for reference. Based on my repeated negative experiences, I’m seriously considering switching to other nearby fast-food options like Tim Hortons or McDonald's, which have consistently better service.

This has been, by far, the worst experience I’ve had at any restaurant. I hope Subway addresses these issues to improve customer...