Subway — Restaurant in Augusta

DISCLAIMER: I have not been disappointed like this in a while, but I'll leave out any rhetoric and just let the facts speak for themselves.

Another disclaimer... I gave the food and service 4-stars because normally both at this store are terrific and I've not had any prior issues. However, this date produced a lot of unnecessary stress for me, hence the 1-star overall rating.

FACTS: I called Subway on the 7/17/24 and placed an order for a party sub, one of the big ones, to be picked up on the 18th for an 11:30 luncheon. I'm a safety director in construction and was rewarding a crew for their performance at a local project.

I was running a few minutes late to pick up the sub on the 18th and tried calling the store on the way to ensure it was ready to go. No answer. I arrived at the store only to find the front door padlocked and a sign notifying patrons that the store was closed due to HVAC issues along with instructions to contact the Bangor Street or Western Avenue locations for assistance. I called Bangor Street and asked for a manager. The gentlemen on the phone stated he was the assistant manager and that the store manager was not on site. I explained my problem and he told me there was nothing he could do because it takes too long for the dough to rise. I explained no one called me about the HVAC issues or the store being closed and that I had a crew expecting lunch in the next 15 minutes. He told me there was only one other person in his store and they had a line of customers. He took my name and number and said he'd have the manager contact me. What he didn't do was offer to at least make some sandwiches for me, assumingly because of the line of customers.

I drove down the hill from the Stephen King Dr. location and pulled into Sam's parking lot. I went inside to find two workers, one in the kitchen and one at the register. There were two people at the register and a couple more waiting on orders. At the same time, people were coming in picking up "To Go" orders. When I got to the register, I apologized because of the large order I was placing "... due to Subway screwing me over." Her response? She said, "No problem." And not only did she fill the order quickly, but she gave me a discount! Now that is service!

Oh yeah... Salt in the wound... It's been 24 hours since my experience. I'm yet to receive that phone call or have any other contact with anyone from Subway.

One final note: As stated, I'm in the construction business. Mechanical things break down. It happens. The difference is that if that happened to a store I was running or owned, I'd shift the workers to one of the other locations along with the orders to be fulfilled and I'd call my customers to let them know. That or, at minimum, I'd ensure the other stores know about the orders as well as instruct the employees to expect to fulfill them in some capacity. What I wouldn't do is completely leave my customers hanging and allow for this type of negative experience.

Extremely...

Ordered a sub meal using the app and specified curbside pickup. Arrive at the location and could not find any spot marked for curbside pickup parking so I drove around several times. Noticed a very small sign right in front of the restaurant (too small to read) but dismissed it because parking there would be in a very well marked Fire Zone ( i.e. illegal). Finally pulled up to the curb by that sign and it indicated that the illegal parking location was indeed meant to be used for curbside pickup. Kept my engine running so I could move quickly if required. Checked myself in on the subway at a couple of minutes past the pickup time I’d been given. I sat and watched people walk into the restaurant and place their orders, then walk out with food for about 15 minutes . My order was ready 20 minutes after the time indicated (no delay was noted). It sat on a table until I finally limped in to retrieve it (knee replacement causing pain). I mentioned to the woman that I had to wait 20 minutes past the pick up time on the app and she snapped at me saying she was all alone and didn’t have time to get to my order. I smiled and said that all the people who had walked in and ordered and left with their food while I waited outside must have been happy they were prioritized.

I will never eat...

I haven't been to Subway in awhile but since I had a coupon, and was extremely hungry, I decided to grab a sub. I ordered a foot-long cold cut on wheat. The lady that made my sub was very friendly and pleasant. The sub, however, not so much. It was late so I didn't expect the roll to be fresh, and I was right but what little meat was on it just didn't taste right. I'm praying that I don't get sick and regret to say that Jersey Mike's is right around the corner. NEVER...