Subway — Restaurant in Aurora

Last night we had the worst service we've ever had from a fast food restaurant.

We ordered a few 6" subs and a couple of cups of soup. When we got home, we found that the cups of soup were only half full. The subs were all more than just skimpy with the meats. I called to complain and was simply told that the subs were all prepared "as usual", and that it was standard practice to only use "one ladle" full of soup per cup, which only fills them halfway. I asked to speak to the manager, but was told that he wouldn't be back in until the next day, at which point I said I'd call the manager the next day.

The manager, Rob, seemed actually reasonable and sympathetic. However, since he did not have the capability to reimburse us, he told us to call the franchise owner, Gary, to get a refund.

When I finally got through to Gary, he was ANYTHING but reasonable. He insisted that there was NO way that we could have had such poor service at his store. It was obviously inconceivable for him. With one of the subs, the Autumn Turkey Carver, which appeared to have a single thin slice of turkey, he told us that they had run out of stock and had to supplement a regular carved slice of turkey with an additional thin deli slice. Even if this were true, it means that he is fully aware that they are not selling the exact product that Subway advertises. So, since they don't mention that to the customers, that is fraud right there.

He also kept insisting that he had spoken with my wife many times, dealing with complaints, in effect accusing her of being some sort of chronic complainer or swindler. Neither she nor I had ever spoken with him before, let alone call to complain about service at a Subway.

There was no talk of any sort of reimbursement. He simple said that he'd "look at the tape" and deal with it. When asked if "dealing with it" meant calling us back as soon as possible to see about reimbursement, he balked. He ended up hanging up on us.

We've been going to this particular Subway for years and years. This is the first time we've had such a problem. As I understand it, this franchise owner is somewhat new to this particular Subway store. We liked it a LOT better before he took over!

After being hung up on, I called back to let the owner know I would be posting the negative service story anywhere I could online...then I hung up on him!

It is the last time we will buy from this Subway. And since we have no way of knowing which other Subways might be owned by this franchise owner, we'll use Quizno's from now on!

I would have given this place zero stars, but that doesn't seem to be allowed.

Addendum: Contacted several people from Subway's corporate offices (Deb, Josh, etc). Most told us that this would be seriously looked into and that they would not accept Gary's lies as "fact". So far though, as far as we can tell, they haven't actually done anything. More than likely it's all lip service and...

My wife put in an online order, I picked it up. Note to self, check it before getting home!! Both sandwiches were wrong!! Deluxe blt only had 4 pieces of bacon, and was cold, not even warmed!! The monster had no bacon, also cold and with veggies that wernt supposed to be on it!! I called after finding the mistakes, and asked to speak with a mgr. I spoke with Erick who identified himself as the assistant mgr. He said to come back tomorrow after 3pm and the store mgr would either refund or remake the sandwiches. I showed up shorty after 3pm and when I arrived it was explained to me that nothing could be done to resolve this issue, that if I wanted a resolution I should have come back that night. I was also informed that Erick isn't the assistant mgr. Not only was my food wrong but I was also lied to. Erick has no business in customer service!! He didn't do his job in any way. He didn't see to it the sandwiches were correct, and when they weren't, he didn't follow their policies in correcting the mistake!! If you don't go into this location and watch them make your food, check it before leaving!! Apparently their district mgr put a policy in place regarding refunds/remakes. All refunds/remakes have to be done same day or you as a customer don't matter, your out of luck!! CHECK...

I ordered a tuna on flatbread with American cheese, cucumber, light red onions, salt/pepper and light mayo. When placing my order I asked the server to toast my flat bread and cheese. The next thing I saw was her loading the tuna on the flatbread and cheese on top. I said excuse me I wanted the flatbread and cheese toasted not the tuna. She looked at another employee and shook her head then abruptly swooped the cheese and tuna off, replaced the cheese on the flatbread swirled around, opened the oven door, almost threw the pan in the oven and slammed the door. I made a polite comment about her actions, she didn't say a word and made no eye contact. The other employee apologized for her co-workers action saying she had a bad day. We all know that isn't a good reason to mistreat your customers. I didn't share that it took every ounce of strength in my body to walk from the car to their counter due to me fighting stage 4 pancreatic cancer. The server was extremely rude in my eyes, but I gave them a 3 rating because the other employee cared enough to apologize and was pleasant. I would still recommend this place because Subway has good sandwiches and the employees are...