Port of Subs — Restaurant in Castle Rock

You Usually Don’t Get a Second Chance to Make a Good First Impression!

We were excited to see a new sandwich shop open up here so today (Saturday at 12:30) we stopped in for lunch. There was only one family in front of us with 5 sandwiches but we were in line for over 15 minutes. There were FIVE employees up front and the owner and/ or manager were in the back. It was lunchtime.

I know it’s a new shop but if this were my shop I would be out front and encouraging a bit more “pep in everyone’s step.” This is a critical period for a new biz. You need to WOW those who are experiencing your shop for the first time so they will be back. Smiles. “Welcome in” “Thanks for your patience everyone”. These go a long way while people are standing waiting and wondering if they should have driven through Chick-fil-a.

The staff was friendly enough and with some process training it could really impact this little shop. The meat slicing kid was a bottle neck in the process. Exact placement of pickle and pepperoni slices were slowing everyone down. Someone else should be slicing and setting tubs of meats for the prep team. Even the owner could have helped in this area to speed up the over-staffed and inefficient line.

The idea that you slice as the whole team waits for their next small step is a bit silly. It still looks freshly hand sliced if you’re doing it on the back counter.

Another training opportunity for the management team is to have a sense of urgency when it’s lunch time and there is a line out the door. Stop doing your paperwork at one of the few tables (slowly stapling and folding paperwork to be mailed) and especially out in front of customers taking up one of the few tables you have available for your lunch crowd. Do that at 2pm.

With only a few tables I was surprised that the owner/manager had his paperwork sprawled across a 4-seater which was the last table open by the time we sat down.

Hopefully this is all a “new store” or “new business” challenge that will smooth out soon. Sadly it didn’t leave us with the “I can’t wait to come...

It’s never ideal to leave a negative review, but I believe it’s important that both management and future customers are aware of the experience I had.

To start with the positive — the gentleman who prepared my chicken and offered menu suggestions was professional and helpful. He was the only highlight of my visit.

I came into Port of Subs both hungry and excited to try it out for the first time. I asked if they offered lettuce wraps, and the gentleman confirmed they could make one. However, the young lady working with him made a face when I said I didn’t want bread. It would be helpful to train staff to understand that many people have gluten, wheat, and other food allergies or sensitivities.

I then asked both employees what their favorite items were. The same young lady, who had long braids, replied, “I don’t know, I don’t eat here.” While the gentleman did his best to recommend popular choices, her response was unprofessional and dismissive.

While the gentleman was slicing my provolone and prepping the chicken, the young lady began assembling my wrap. She clearly didn’t know the process and kept asking him questions. Then, while still wearing food prep gloves, she adjusted her visor and scratched her scalp. I politely said, “Excuse me, that’s not sanitary — could you please not handle my food with the same gloves you just scratched your head with?” She replied with attitude: “Are you serious?” I said yes, because I didn’t want hair in my food. She rolled her eyes and muttered under her breath, “This isn’t a sandwich,” then finally changed gloves. Her coworker lightened the moment by jokingly asking if she was causing trouble, to which she sarcastically replied, “Apparently.”

I remained polite, but this experience was completely unacceptable. There needs to be immediate training on food safety, menu knowledge, and basic customer service.

If this type of behavior is common, I can understand why the place has appeared empty every time...

What in the Subway is this?! All of a sudden you guys are cutting the deli meat in half?! The last two times I’ve been here, that’s what’s happened. So half of the meat for the same price. Great. More shrinkflation.

I’ve been eating Port of Subs since the 90s. I always hoped they’d open one in Colorado so when I saw a private equity firm bought it, I was devastated but also happy that there’d be one out here that I could enjoy before they completely went down the drain. Seems like it’s already happening and it’s only been a couple months. Private equity ruins everything it touches, ie Joanns, Red Lobster, Party City, etc. No doubt my beloved Port of Subs will be on that list soon enough.

It’s just sad and I’m sad about it already.

And since I’m complaining, the location sucks. The parking is atrocious. Sure, it’s visible from the street but that’s about the only good thing to say about...