Cousins Subs — Restaurant in Brown Deer

place my order online thur the app and it said I had 6 rewards available AFTER I place my order. I selected the reward that you can get a free bag of chips. When I select redeem it didn't give me a promo code nor a bar code online. So I went to pick up the order and I mentioned it to a nice young man. Dark skin with a mini afro. (MY RECEIPT SAYS TOULY X but not sure if this is him)He tried to redeem it but it didn't work. He said he did see it but he wasn't sure why it's not working. Then he said he will get his manager to help. Which was a complete waste of time. So this person came to the window by the name of James and told me that he trying to redeem it but it's not working so I will have to come back another time. I asked James well can you redeem it for a different reward. He said unfortunately no I can't figure it out and it's not working but if I would like to pay for the chips he'll be happy to ring Me up. I told him no I dont want to pay for it especially if I have 6 rewards and it suppose to be free. I also said I'm not sure at this point if it's really not working or you just don't want to try to figure it out. Just useless. He didn't even try. The other guy tried more then him. James push a few buttons and said he couldn't do it. Just lazy. Its crazy James was ok with a customer leaving unhappy. He didnt apologize This is not great guest satisfaction at all. They will not get anymore of my money. I been cheated. We as customers/guest earn those rewards from our money being spent. Not the other way around. When Cousins get they act together then maybe I will spend my money with you again. Besides then I'm telling my friends, family, and coworkers not to support this business. Especially the location on brown deer road. Congratulations James on loosing a customer over a bag of chips that probably cost $2. Now ask yourself was it really worth it? I felt like the situation should of been handled differently. Maybe a coupon for the next visit or just give it to me for God sakes. I did talk to the GM by the name of Jarrod/Jaroid. I told him about James and that they messed up on my order as well. He was very nice, sweet, pleasant, and very professional. He took his time with me and was very personal. He said unfortunately they can't do anything about the redemption on a store level. He says he's sending me out a coupon for my...

My, god. Don’t go here anymore. We live about 3 blocks away so it’s very convenient but we won’t be back. It was a simple mistake. They gave us the wrong order, and we never left the parking lot so we were back to explain and get the correct sub within 2 minutes of receiving our order. The manager took the sub we received back and returned with the correct new sub we had ordered. She opened up the sub to ask if this was correctly made this time, and we said yes. The manager then proceeded to say her employees say they made the first sub exactly how we see it now. We asked if she looked at the sub we returned as it only had turkey, lettuce, cheese, and mayo on it. For context, we ordered a club with the works. She said she didn’t look at the first sub, but her employees said they made it correctly… look at the sub you took back and you would see it’s not correct. I don’t know why she accused us of lying when she has the proof we were not. Mistakes happen, and that’s ok. What’s not ok is blaming someone who hasn’t done anything wrong. When she gave us our correct sub, we asked for an update on when coupons would be sent out as we had an incorrect order three weeks ago and the manager at the time said she would send coupons out. This was the 4th or 5th order we had incorrectly and decided to call that time. We didn’t call the first few times because we know mistakes happen and I’ve worked in the industry for years and you try really hard but things still get messed up for time to time. The manager today proceeded to go in the back and check on things. She then told us they have no record of this previous call and we would need to call corporate to see if they could do anything for us. I asked if she wanted to see the phone call and order we had places three weeks ago as we had it in our phone still but she refused. This is not something you call corporate for and complain… you messed up a sub. That’s something Cousins corporate doesn’t need people calling them every time a sub is messed up. My, god. All the manager needed to do was look at the order we received, notice it isn’t correct, give us the new correct sub and it’s resolved. It’s shouldn’t be a huge issue. Apologize, get new sub, give coupons since the ones previously promised were not...

I’m not happy with the workers at this Cousins location tonight (8/5/25 at 6pm). I put an online order in and it said it would be ready at 5:59. I arrived at 6 and stood in line for about two minutes and then told the cashier I put an online order in and he asked my name and printed me a receipt. Then he walked away and said nothing. There were three shelves right next to the cash register and a sign that said online orders. I thought when they were done they would move it to the shelves. I waited about seven minutes and then started asking employees where my sandwich was. Two employees completely ignored me and I had to walk down by another worker and ask where my sandwich was. She said she look into it and after a few minutes she did get me the sandwich. All of that would have been alright but the sandwich that she got me was wrapped and sitting in front of the guy making sandwiches when I arrived there. After I asked him if that was my sandwich sitting in front of him eight minutes before I received the sandwich he ignored me and turned around and acted like he was talking to the guy working the grill. Then about two minutes later he moved it about two feet closer to the register and I asked another worker if that was my sandwich and she ignored me. All of this would have been avoided if anyone of the five workers there would’ve put the sandwich in the area for online orders. I put the order in at 5:44 and received the order at 6:17 remember the online receipt said it would be ready at 5:59 which it was, it just took the five workers 15 minutes to get it to me when all they needed was to be trained on how online pickups should work. Do better Brown...