ThunderCloud Subs — Restaurant in Austin

Worst customer service EVER. Don’t get me wrong the subs are DELICIOUS but this past weekend I had a horrible experience with this location. I work for a plumbing company nearby and usually order through DoorDash rather than go and pick it up to save time due to the brevity of my lunch break. Friday night my husband placed my order for a large Club with NO avo/guacamole, black olives, pickles & onions. Imagine the disappointment when my food finally arrives $20 & 45 minutes later only to bite into a sandwich covered in guacamole ! I could have cried. It was disappointing because 1- I was REALLY hungry but also because I LOVE these sandwiches ! Ever since my first time visiting Thundercloud I haven’t even stepped foot inside a Subway; so needless to say I was really looking forward to this food. Work was way too busy for me to leave and get it corrected and I did NOT want to pay another delivery fee; so I called in and spoke to a manager about the mistake that was made with my food and asked if I could come pick up a replacement the following day (Saturday) since I had to work anyway. I was assured it would be no problem and that it’d be corrected. Fast forward to lunch on Saturday; my husband called in to confirm the location was aware I would be returning for my sandwich but made properly this time- No guacamole ! He let me know a staff member by the name of Mary was aware of my order and even repeated it back to him to ensure it would be right this time; The Club-turkey, ham, provolone,no guacamole on white bread, extra bacon, black olives, onions and pickles. I work alone on Saturday and normally we can’t leave for lunch; I had to request my boss forward the office phones to our on-call phone so that I could run and grab my food. She obliged but told me to make it quick. I go and get my food and rush back to office and no kidding- THE SANDWICH WAS WRONG AGAIN. Not only was it on wheat instead of smothered in guacamole but the only meat on the sandwich was bacon! Since my husband is the one who called to confirm the order I asked him to call the location back and let them know what happened but 3-way in case they needed to speak to me as well. He spoke to Ricky who advised that he “did everything he could do” and that there was “no way” there was no meat on the sandwich but at this point getting it remade would be at his managers discretion who coincidentally “wasn’t there” and that we’d have to call back Monday to speak to her. My husband and I waited on him to hang up so that we could resume our conversation however Ricky neglected to hang up the phone. For 7 full minutes we listened to him bragging and boasting about the way he’d just treated a customer. My husband called back to inform him of this at which point Ricky accused us of ‘roaching’ for free sandwiches and repeatedly saying it was “ impossible” for there to be no meat on the sandwich. After spending now 2 days trying to get this sub, getting accused of not only ‘roaching’ for a free sandwich but also of being a liar I ended up spending ANOTHER $20 for DoorDash to bring me Schlotzsky’s. If you want to be treated like trash to go along with your sandwich this is the...

I have been a Thundercloud patron for 20+ years and have been to most of the locations across Austin. It has been my go-to sandwich spot. I even ordered multiple sandwiches just yesterday for an office event. My experience at this location today was less than desirable. I went at what I was hoping was an off-peak time, 1:45 pm. When I arrived there were six employees behind the counter. Two were waiting on customers and one person was ahead of me in line. I had to wait an unreasonable amount of time when there were so few customers and so many employees. If you see that one customer is a Chatty Cathy (and is paying with cash and counting the exact coins!) and it is taking a long time for the other customer's order to be completed (for whatever reason) and the line is not moving, that is the time to drop whatever else you are doing and help the waiting customers. I'll admit that I did let out a loud breath and showed my displeasure. That's my bad. But the employee straightening chairs instead of making sandwiches and obviously in a senior position, could have diffused the situation instead of escalating it by loudly announcing, "Sir, if you're frustrated I can help you over here." It was said with annoyance, not sympathy. And why would you call out a customer like that? Yes, I'm frustrated. This is taking way longer than it should and you're doing nothing to help. And why would you think I would skip ahead of the person in front of me? A better course of action... stop what you were doing, walk behind the counter and say, "I apologize you guys had to wait, I can help the next person in line." Then offer us a free bag of chips or a cookie and all would be well. Instead I was met with indifference and then an aggressive attitude when I'm in there spending my hard-earned money. When I did step forward to order from the aforementioned employee, he was borderline rude and unapologetic. I will not be back. Goodbye Thundercloud, we...

Asked if I could sub the bacon for turkey the guy says we charge by the slice. I said I don't want the bacon bc pork can you sub the bacon for turkey Manager walks behind the guy taking orders and says We DONT SUB THE MEATS in a load nasally voice his eyes bright w expectation like he wanted to battle about it The two poor employees have their heads aimed at the floor their blank expressions partially covered by masks for some reason, two years after the great virus has passed on

Everyone looked miserable

I asked - well isn't bacon more expensive than turk-

WE DONT SUB THE MEATS

I get it! y'all hate your job! i am so out of here Someone wise told me bless my food so it won't make me sick and don't eat food prepared by unhappy people same problem

Jason's deli was happy to sub bacon for turkey not even a question just a smile and a thank you for your business

Pic is picture of mufaletto from Jason's my friend who got a sandwich from t-cloud she says it tastes way better but see for yourself if you reading this

Ok

Hope you guys figure out how to treat customers better maybe try asking questions about what the customer wants and offering alternatives instead of honking them away like it's not...