DiBella's Subs — Restaurant in City of Rochester

I've had several issues with this location and now I am successfully at my breaking point. My first experience was placing an online order 2 hours ahead of time that they never received in September and having to wait an additional 45 minutes to an hour to receive my actual sub. The beginning of October, they actually made the completely wrong sub for me and I called in my order and clarified it being a steak philly and they made a chicken Philly so again I had to wait another 45 minutes while they figured this out. Lastly, and the final strike was this lack of accountability and professionalism, usually when customers comes to the counter they're supposed to feel welcomed and given your full attention to be assisted. Not with Dibellas apparently you can continue a conversation with your coworker right in front of the customer and treat them as if they rudely interrupted you. And to make things worse this is a manager, instead of a greeting I am told to grab a ticket and then when i asked to build a sub and kept asking what I wanted instead of just using the actual paper to help me build this sub as I go. So by now I am uncomfortable because I haven't been greeted, you seem like you rather have your conversation and rush my order, and the response I am given from him via email is "sometimes people just don't mesh" as a manager to a job where you specifically provide customer service. I asked for someone else and Shea end up making my sub without having to know what I wanted exactly and by just going down the list, she was attentive, and accommodating, she even greeted me. Before I left I spoke to the GM and at first he actually chuckles, and maybe he was confused I am not sure but already now I don't want to discuss this with him in detail. So I told him Dennis his manager made me uncomfortable and maybe he was confused or couldn't hear me well so I repeated myself. Then he asked why and I told him it was just an uncomfortable experience and I wanted to let him know. I am not sure why he would lie to his actual district manager and state I just walked off as if he didn't get a simple conclusion of the exchange at all. But I only left after already telling him I just wanted to let him know about it. But for what it's worth the GM stated via email he backs up his manager so now the GM and manager are apparently supportive of lacking customer service skills. Mark the district manager called me to tell me he cares to handle it while also expressing how usually this employee is decent and continuing to invalidate and gaslight my experience. So literally from the district manager down I am disappointed, thoroughly disappointed and this is from someone who has done customer service over 10 years ESPECIALLY in food service. It's one thing to have a customer that dealt with something uncomfortable with one of your employees, but it's another thing to try and invalidate their experience in the totality and as a GM dig your heels in on the behavior. A simple apology and it would be corrected would have been great without the extra explanation because while he maybe usually on his game for you, me the customer didn't experience this from your manager, but instead I am treated as if I have nothing to be uncomfortable about. My first two times I am treated as my time is insignificant and all in all there was nothing done to rectify any of it. From previous reviews I see it's often orders are delayed and mishandled. The GM did apologize in person and the District manager apologized on the phone, but again an apology without qn explanation that feels like you're trying to invalidate my experience from the district manager would hqve sufficed. The GM laughing to start and being supportive of the behavior via email is salt to an open wound....

Let me start by saying my boyfriend and I get DiBellas almost every weekend, it’s become almost a weekend tradition. Chocolate chip cookies are always spot on and melt in your mouth. We always have good experiences here (East Ave.) but on 2 different occasions the manager “Kyle” has just made our experiences that much better. The first time came after we ordered our subs and cookies through the app and there was a glitch on the app. After picking up, going home and unwrapping the subs we realized both subs were just meat and cheese. I’m not usually the person to complain and return something that’s wrong as long as I can live with it but we just spent $17 for bread and meat. We went back to the restaurant and spoke to Kyle who was the manager on duty at that time who couldn’t have been nicer about the situation. He explained it was a glitch through the app and took our correct order and made new subs, which were delicious. He even offered to throw in some free chips (to which we politely declined). The 2nd time came tonight. We couldn’t place our order through the app like usual so went in to order in person. They were extremely busy with online orders but nonetheless we were greeted and got our food very quickly. When checking out we didn’t see any cookies which we were a little bummed about. Kyle was cashing customers out and I asked if by chance they had any cookies. He personally grabbed 2 cookies off the cooling racks and put them in bags for us. It would’ve been extremely easy for him to just tell us no. This man deserves a raise. Even though he was extremely busy and running around behind the line helping the other employees out the whole time we were there, he took the time so that we could have our usual chocolate chip cookies. Very grateful for his great customer service on both occasions! Thank you Kyle!...

Here’s a detailed review for DiBella’s Subs on East Ave:

I recently visited DiBella’s Subs on East Ave, and it was a fantastic experience from start to finish! The first thing that struck me was the warm, welcoming atmosphere. The layout is clean and well-organized, with classic, old-school deli decor that brings a touch of nostalgia and authenticity to the place.

The sandwich selection at DiBella’s is impressive, featuring a variety of fresh meats, cheeses, and toppings. I opted for their signature Godfather sub, and it was everything I could hope for—packed with high-quality, flavorful meats like Genoa salami, capicola, and pepperoni, all layered perfectly on their fresh-baked Italian bread. The bread deserves a special mention; it was soft on the inside, with just the right amount of crunch on the outside, holding everything together without getting soggy.

One of the best aspects of DiBella’s is the customization. I was able to add as many toppings as I wanted, and the staff didn’t rush me at all. They were friendly and genuinely seemed to care about making the perfect sub for each customer. I added the works—lettuce, tomatoes, onions, banana peppers, and their house vinaigrette, which added a zesty kick that brought everything together.

The portions are generous, so you definitely get your money’s worth. I left feeling completely satisfied and impressed with the quality and flavor of the food. It’s clear that DiBella’s takes pride in their subs and strives to deliver an authentic, fulfilling experience.

Whether you’re in the mood for a classic Italian sub or something a bit more unique, DiBella’s Subs on East Ave is the place to go. This is a great spot to grab a hearty, delicious meal with friendly service and a comfortable atmosphere....