Subway — Restaurant in Conroe

Let me first say that the terrible service we received at this location turned out to be a blessing in disguise due to the roach/food sanitation issues observed while waiting to have my issue resolved. If bad service keeps me from eating bug droppings and germs, I'm all for it!

We placed an order in the app which stated it would be ready at 6pm.

Arrived just before 6 and was informed by one of the rude employees that it was going to "be awhile because we are slammed" as he laughed apparently finding service failures to be funny. For personal reasons, it had been a long day, I asked to simply cancel the order and I'd seek other options.

I was told I could cancel the order in the app but found no option to cancel. I took my phone into the store and asked them to show me how, they couldn't find an option either and called the store manager on their cell phone and then handed me the cell phone because she wanted to ask me why I wanted to cancel the order. She had me leave my name and order information because she said nobody except her has the ability to cancel a Subway app order.

Multiple times the employees were laughing about the situation and the fact the order wasn't ready. The Subway app said the order was ready, whether that's automatic because it was after 6pm or they marked it as being completed to meet some service level agreement I don't know, but saying an order is ready which hasn't even been started to be prepared is dishonest.

While waiting on the employees to quit ignoring me and try to get the help I needed (even after they cleared the two people in line for orders they ignored me, kept their backs to me, and I had to repeatedly get their attention as there was no way I was paying for what I wasn't getting), there was a small roach crawling around on the counter where the food is wrapped and on the keyboard to the point of sale machine. I pointed this out to one of the laughing employees who squashed the roach with his gloved hands (he did thankfully change his gloves after) but did nothing to sanitize the area where peoples food, food wrappers, etc. are handled.

These employees obviously need some additional training on how to balance in-store and order ahead customers, customers who order ahead and are provided a time it will be ready shoulldn't then expect to arrive at that time and be placed at the end of the walk-in customer line to be served whenever the employees feel like they can get around to it. They shouldn't laugh at people who were promised a time by their company which wasn't met. And the sanitation/food safety guidelines are pretty obviously not being met at this location.

I've reached out to Subway via their webiste asking for this order to be cancelled and refunded, I don't want anything free (I wouldn't return to Subway at this point after this experience, mostly because of the sanitation issue which is far less forgivable than even the horrendous service could be, the two young men working at this location have no business being customer facing or food handling employees) I just want my money back for service/food I never received and feel customers in the area should know about the bugs and how the employees at this location...

I placed an online order for pickup before leaving work yesterday. It was a rather large order as it was for my family. My wife was out of town with our infant, two boys at home, so with no time to cook, I chose the closest store. I arrived to pick up the order about 45 minutes after the order was "completed" because I had to stay a little later than expected. Upon arrival, I told the employee behind the counter I was there pick up said order. She began to look around confused as the order was not there. The cashier began looking through the system saying they didn't get the order. After finding it he printed out the receipt, and appeared to start making the order, but only a minute later approached who was apparently the "supervisor" sitting in the corner with two teenage girls. Not employees, and I'm assuming they were family. She then brought me the receipt claiming the order had been picked up, saying the two teenaged girls seen a woman, and small child pick it up. She claimed it was not set out on the pickup shelf, but was behind the counter. That this mysterious woman came in, and gave my name for the order. I told her that is a blatant lie, and impossible for anyone to come in with my name for the order, unless they had the receipt showing well enough to read the GIANT BOLD PRINT that had my name on it, or someone just claimed it was there order without a name, or they probably just didn't make the order at all. Who knows. What l do know is nobody came in with the online verification receipt, and email for the order, which should be a requirement for the pickup. The supervisor told me to take it up with the bank, as they would not be providing a refund, or remaking the order. Saying there was nothing they could do. Would not provide contact info for store owner, or areal district manager. Kept referring to the testimonial of children who did not work there, and were most likely related to the supervisor. I had to write a formal complaint to the subway website for the store number, as they provide no direct contact information. All I received back was an email saying sorry you had a bad experience, thank you for the feedback. This is negligence, poor business ethic/practice, and lawfully theft by the company. Could not advise you more to avoid this location, or even...

I have ordered with the Subway app twice now for pick up at this location (on 105) and both times my food was wrong to the point I couldn't eat it. The first time they slathered it with copious amounts of sriracha sauce that I did not order. I cannot eat spicy food and I only found out their mistake after I was already too far down the road to take it back. I waited a few months and gave them another chance and regretted it instantly. I never get my sandwiches toasted. I like the sandwich cold. Well, they didn't toast it the usual way, they put my order on top of their incredibly hot oven and roasted it from the outside after it was made. When I arrived to pick it up everything was hot, melted, and gross to me. NEVER GOING BACK. Also noticed today they are serving sliced tomatoes that are mostly green and not even ripe. When I complained to them on the spot about my order being wrong for the 2nd time they came off as rude and annoyed that I even complained about it. At no time did they offer to remake the order OR give me a refund. I guess that explains why at 5:00 dinner time the store was empty. I certainly...