Subway — Restaurant in England

I had the unfortunate displeasure of visiting this particular subway today. Buckle up because this is one of the most outrageous examples of terrible customer service I have EVER experienced.

Place was almost empty when we arrived at about 5.30pm on a Friday. They have new touchscreen ordering system. Whilst this is the modern trend, along with self service checkouts and "did you order using the app today?", the real purpose behind these devices is to save them money and to force you into ordering things the way they want you to.

These particular touchscreens are something special though. I tapped on an image of a sumptuous looking jacket potato, hoping to find a Tuna Mayo. Initially I thought it simply wasn't responding and had frozen. I tried tapping again..nothing, then a third attempt. After an eternity it then jumped straight into an order for a chicken and bacon sub. I didnt want a chicken and bacon sub. I tried to go back a stage. No response. For the next 20 minutes I fought with my will to live as I befuddled my way through making an order on this godawful system.

Not only was it dysfunction-ally slow to respond, it listed extra chargeable items not included as part of your actual meal selection and buried the included choices further down the page. I understood now why it was so slow. Its to force you to just give in and pay by the end! I gave in...silly me.

This however was merely the beginning of the ordeal.

We waited for over 30 minutes and still no order was called to collect. 2 other victims had arrived after me and been served their orders first, albeit after similarly long delays.

I eventually approached the counter, knowing I was going to have to ask them what was going on. I stood for several minutes being completely ignored by the 2 ladies working? behind the counter. I realised I was going to have to speak up. I said excuse me....finally the older one looks at me. I explain that its been over half an hour and still my order has not been called.....she asks me what my order number was..........I have absolutely no idea I respond. I didnt recall seeing any order number and I did not receive a ticket like you would in MacD's. She asked me to describe my order. I do so and she declares its the one she is working on now. No apology for any delay, they neither knew nor cared how long I had been waiting. I go back to my seat and wait again.

More minutes pass and she calls an order number. I assume its mine as I still have no idea what my number was. Still hoping beyond all expectation that there might be a courteous "sorry for the delay". Nothing... she just slid the tray towards me. I reiterated that I had had to wait well over 30 minutes for this order. She immediately accused me of having an attitude problem and being abusive towards her!!!?!?

Up to this point I had shown considerable restraint but enough is enough. Somewhat gobsmacked by this response, I asked why it had taken them so long. "I'm not even supposed to be here and she's on her first day" she exclaims nodding towards her unfortunate trainee. Whats your excuse then I said I said. She then chirpily stated that I could complain if I wanted to.

I told her that if she had shown the slightest hint of an apology I would have let it all slide, but accusing me of having an attitude problem because I dared to question where my order was after a 30 min wait in an almost deserted subway???

Its on a par with those who accuse you of raising your voice when your not shouting or refusing to apply common sense because of "elf and safety". Its the last resort of the weak minded and poorly trained.

She gleefully printed me a copy of my order and declared her name was Donna and Hazel is my boss and I can call this number here. It appeared she was almost daring me to complain. Whatever kind of day she was having its no excuse for this attitude.

Hazel I hope you are reading this. I certainly wont be back and given how quiet it was, I doubt your branch will remain open for much longer and nor does...

Went to sit in for lunch, when my 4yr old said she needed the toilet, we were told we had to order first and code for the toilet would be on the receipt so I asked her to put anything through cos my daughter was desperate, but we had to wait our turn. I kept begging the server to just open it, she said she couldn't then eventually put something though for herself.

The processes took so long that my daughter wet herself. I was so disappointed and infuriated at the lack of consideration for putting this type of process in place. The supervisor (wears black) was sat having lunch right next to the toilet, watching and did nothing to help. There were no apologies we then had to ask for blue roll to wipe the pee off the floor, which I was very tempted to just leave there!!

When I complained he said there was nothing they could do and all refurbed Subs were like that then said not all servers know the code by heart which gave me the impression he knew it and just did nothing! The next customer to walk in were a very very elderly couple, who also needed the rest room and were told the same thing, they were very upset by it and made the point of restricting disability access, one would have to wait regardless of condition even if the queue was 20...

I went to sub way and got a meatball foot long sub and I had an offer of a free foot long churro with it as the offer stated any sub you can gets a free foot long churro . They forgot my churro if the staff don’t want to give you the stuff your offering what is the point in offering your customers free things when they don’t receive them and my foot long was wrapped really bad which resulted in when I went to walk back to work to eat it , it falling out of the pack from the bottom and this would have never happened if it was wrapped like it was meant to be and this time just felt like a they couldn’t be bothered and it was not busy there was 3 people in front of me and no one in the store no orders or delivery’s as you can see them on the screens . The service is shocking just call your number which I was not given so I just guessed from who has ordered first on the self service and the atmosphere what atmosphere ? . Normally I have no problems but today...