Subway — Restaurant in Waterloo

If I could give less than 1 star review, I would.

I placed an online order for 2 Veggie Footlongs. Both asked for extra pickles, and one asked for extra lettuce. There were only 3 other toppings (onions, olives, green peppers on one, and banana peppers). I went home and opened up my sandwich is it was virtually empty. I've asked for extra lettuce, olives, banana peppers, and pickles before and other Subway restaurants have ALWAYS been able to accommodate me. No matter how many sauces and toppings I ask for, they have always been able to fit it in and have never had an issue like this before.

When we took a bite out of our sandwiches , we got nothing but bread. I opened mine up and honestly I was shocked. THIS is what you call extra lettuce? Furthermore, on the first half of my foot long there was only ONE pickle. I submitted a report to Subway as they had messed up both orders as neither had the extra lettuce (which when you buy a veggie sub, is kind of the main ingredient and is makes up for majority of the sandwich).

I also decided to call the restaurant so they could understand their shortcoming and provide a refund for atleast some part of their error.

I could not believe at the shitty customer service I received. The employee on the phone said she was the one who made my sandwiches and that I was wrong and there was no way she didn't fill them. I said I had a picture and that I asked for extra lettuce. She told me, in a very condescending tone, that if I ask for extra everything, they would not be able to close the order... which is absolutely bullshit. First you tell me that no, everything in the order instructions was followed, now you're telling me that you didn't fill it because it is not possible to do so? What?! The only things I asked for was extra lettuce and pickles! What do you mean you can't close it?? And why does the all allow me to choose the ''more" option if you can't fulfill it?

I told her this service is absolutely ridiculous and I would like to speak to a manager. She then said to me that she can make a me free sandwich if I came in store instead of talking to a manager. I am not able to drive all the way to this garbage store because I live 30 minutes away and am currently at an appointment. I, again, asked for a manager and was told they were not on site. After much back and forth, I was told that she would call the manager and see what they can do.

I waited about 10 minutes and after no call, I called them back. This time, another employee picked up the phone and she was even more rude than the last one! I could not believe the customer service from this store. This employee told me to bring my half eaten sandwich back so they can build me a new one. Why the hell would I drive 30 minutes, use MY GAS, and MY TIME, to rectify mistakes that were made by SUBWAYS STAFF? I once again asked for a refund, which should be simple because I ordered through the app and they have all of my information. She started to argue with me, then went to speak in Hindi with her co-worker. They might not know, but I completely understand Hindi. Talking rudely about customers is disappointing. But I was no longer shocked at the horrible service being displayed by this store.

She told me she would call me back and hung up. I'm about to call back again and ask for a follow up. I simply want a refund for 2 footlongs. I am extremely disgusted that Subway chooses to hire employees like this, doesn't train their staff, or have proper protocols in order to help customers when orders have been made incorrectly. I am yet to hear even an apology or any accountability at all.

Edit: I just called back and am SHOCKED. These employees are now accusing me of LYING and taking lettuce and toppings out of the sandwich. This is CRAZY! I am absolutely appalled at this behaviour. Why the hell would I lie?

TL;DR They will not make your sandwiches properly and this store has rude employees. You're better off going to another location, or better yet, making your sandwich at...

Ordered online and went to pick up at the stated time. Order was not ready. The person working let me know this was their third day and they were working alone. They did not know if they had one of the items I ordered and she was trying to get in touch with her manager. I said no worries we can wait. She finally talked to the manager who informed me they didn’t have what I ordered. They offered me a substitute but it wasn’t suitable (my son is vegetarian) so I said I’d just ask for a refund after. When I got home, the entire order was wrong. I went through subways help online, and the franchise manager emailed me with a form-like response, not taking any responsibility for the matter and not offering any compensation. I’ll never order from any subway again, thanks to this sub-par handling of this experience. All they needed to do was admit they screwed up and I’d still...

I was told I couldn’t use the washroom if I was only purchasing cookies because 2$ wasn’t enough to use the restroom. Only if I purchased a sandwich than I could use the washroom. What a joke . I asked for the managers number and was told she wasn’t aloud to give me the number . The supervisor was rude and my experience was not satisfactory. I’m going to seek further action and hopefully get the number of the owner so we can discuss this problem in a mature manner . 1/10 stars for customer service . I don’t recommend this location if you’re hungry for a sub! It seems other complaints are also directed toward this specific employee. Hopefully they can make some...