DiBella's Subs — Restaurant in City of Ithaca

Stopped in and motorcoach was out front. 8:20pm on a Tuesday night. Ladies softball team with a solid 20 women in line ordering dinner. The three behind the counter, slammed making food for these women and the trip back to Oneonta. One guy who I can’t remember his name was like… I’ll squeeze your sub order in so you don’t have to wait a half hour. Took my order and 5 minutes later… boom, sub and paid and out the door. Excellent customer service and the way it should be. He saw a problem that he could solve without a major disruption. Sometimes you can’t train for that but he should teach others situational awareness and how to adapt to keep everyone happy. Best crew in customer service I’ve seen in a long time. I travel all over Upstate NY and haven’t been treated as well in a long time. Kudos...

I've been going to Dibellas for 30 years and was never disappointed, up until now. It has changed significantly in the 6 months the last time I visited. Most of all, their signature sub roll is not the same roll as was in the past. It has become smaller, the bite into the sub is chewier, tasted store bought and not as crusty and gnarliness biting into it is gone. Felt as if it was a stereotyped sub and has lost its significance. Granted it's well stuffed but it's not the same. It was a disappointing experience. I hope the other franchises didn't follow suit. . I'll give them the benefit of the doubt for now and will visit a different franchise to prove myself wrong that it isn't across the board. God I hope not because if the change is throughout, they have lost a 30 year loyalist,...

Absolutely horrible customer service. This just happened a few minutes ago, but I was trying to call the store because ordering through the app wasn’t working. After being on the automated recording for a bit, someone picks up the phone and abruptly ends the call without saying anything. Now this could have been an accident so I called back. The person would now basically just answer the call but put it on the counter so that it would stop ringing and I could hear everything going on in the store. No “please hold”. No nothing. And they never came back to the phone. I tried this a few times and it was always the same. Like it would be so easy to just communicate “could you please hold on, we are a little busy right now” but this was just rude and dismissive....