Subway — Restaurant in Hamilton

Asked for a gluten free wrap as I have coeliac disease, was given a normal wrap and wasn’t made aware until I went to pay for my order. I asked if they could remake it because I can’t eat gluten, the whole time they remade it they were giving me attitude. The one who I’m assuming was the manager came up to me in the middle of my order being remade and tried to offer me the first order at 50% off, when I said no, she offered it again and when I said “No, I can’t eat it” she rolled her eyes and walked away from me. Who expects someone to pay for an order that their own staff messed up and tries to act like its a good deal because its 50% off?? Especially when that person has stated they have an illness that prevents them from eating it?? Why would you make the customer feel bad for something that YOU messed up?? Two of the staff members also seemed more preoccupied with some random dude that walked into the store to care about the customers. They obviously knew him outside of work and the lady who was serving me walked away in the middle of the order just to go talk to him?? On top of that, none of the three staff members that served me changed their gloves once, not when taking payments at the till, or between serving non gluten free and gluten free sandwiches, which is just basic food safety to prevent cross contamination. Literally the worst customer service,...

I generally don’t like giving low ratings to hospitality businesses, but my experience at this location on August 14th, 2024, around 1:15 pm, was disappointing.

I was served by a lady and asked if they could wrap two separate sandwiches if I ordered a footlong. She confirmed they could, which I appreciated since I know not all locations offer this. She then passed my order to another staff member, who started preparing it. I heard the first lady relay my request for separate wrapping, so I didn’t feel the need to repeat myself.

However, when it was time to pay, I noticed the sandwiches weren’t wrapped separately. I asked the second staff member why, and instead of apologizing, she claimed I hadn’t told her about the request. I explained that I had informed the first lady, and she insisted that no message was passed on. It was clear she had been told, but she showed no remorse and seemed somewhat irritated with me.

I was left feeling frustrated by the lack of accountability and poor customer service. A simple acknowledgment or apology could have made a difference. Unfortunately, this experience has left a...

🤢🤢🤢updating since i gave them another chance. they DO NOT UNDERSTAND WHAT THE GLOVES ARE FOR!! The owner got rid of the woman who made the worst possible sandwiches. She put on gloves then touched her face. she cut bread using her whole arm. if you asked for it toasted she put that bread back and got a stale old piece of bread. Endless gross incompetent service. but they keep hiring more people who do gross things. they still heap on a fist full of onions as if they are trying to prevent me from tasting the rest of the sandwich. i used to put 2 stars but it’s unsafe and a bad sandwich. they still wear gloves to touch the cash and card scanner then go right back to serving food. they don’t understand what the gloves are for. DON’T CHECK YOUR PHONE with gloves. dont check your phone at the counter at all! don’t dig in your pocket with gloves on! don’t check your phone with gloves on! gross 🤢 you shouldn’t even have your on you at all. 👎🏻👎🏻 i hate to think what they do when we’re...