ThunderCloud Subs — Restaurant in Austin

I ordered two sandwiches curbside today with several extra charge add-ons. When I opened the sandwiches at home, I found that one sandwich was missing one add-on and the other was missing three. If it wasn't for the fact that these were additional cost, I would not have bothered calling in, but I decided to based on the principle of having paid extra for them.

The person who answered very curtly asked for my order number and name, paused, and then after locating the order, very abruptly told me that he was the one who made the sandwiches and all the reasons why he was positive that the items were included. He said that I was lying and then hung up on me. I was not rude and wasn't trying to accuse anyone of wrongdoing. I did not do anything to warrant this type of disrespect. I even paid 20% on the online order upfront before I got the food. I just wanted a sorry and maybe a new sandwich or a $5 gift card. It's really not about the few dollars in missing food and I don't know why people act like you're trying to scam them out of a dollar.

It seemed to me like I offended him since he made the sandwiches personally and didn't like that I was questioning it. I know this particular location can sometimes have demanding customers, so I understand the frustration on the employee's end, but I honestly wasn't trying to scam the business or blame anyone. I just wanted them to address that something was done incorrectly.

I'm shocked that this is the immediate response I got from a manager. I was on the fence between going to the Westlake or the South Lamar locations today, and it looks like I made the wrong choice. Locations aside, I won't be returning to a Thunderclouds ever again. I took pictures of the sandwiches and the order, but honestly I don't think it even matters to share them. I'm sure I will just be accused of staging...

I have never been into a Thunder Cloud subs before. Like most of the chain sub places I have heard the radio spots and expected them to be about the same. One of the first differences that I noticed is that although you wait in line like any other sub shop, when you get to the counter it is not a production line affair where one person takes your order, another person adds vegies and still another takes your money and says good buy. At thundercloud their are several work stations and each person completes your order from start to finish. The sandwiches themselves are comparable if not better than other sub places. The Austin alternative culture is present from the beginning to end service to the type of people that were working there. If I didn't know better I would have thought it was a one off location just starting out. I kind of like that. Not just a cookie cutter replacement store where ever there is foot traffic. I will...

I just wanted to give a shout out to someone that works here. I had a horrible experience at another location and chose this one stead. I called and mentioned the stress I had at the other location, while ordering. The sweet angel of a person on the other end of the line, was Kathryn. She apologized and was so kind to me while taking my order. It wasn’t even her store location but she made me experience so much better. I came in to pick up my order and when I proceeded to pay she said it was on the house. I did not expect this at all and told her no I could accept that. She insisted and was the kindest soul I’ve come across in a very long time. Just a reminder that a little bit of empathy can go a long, long, way with someone. It definitely made my whole day. Thank you KATHRYN!! You are amazing and deserve all the happiness in life. Ps. Please give her a raise!! very...