Subway — Restaurant in Fort Worth

I placed an online order via the Subway website at 6:00 PM the previous evening to pick up the next day at lunch time. I ordered the sandwich platter and the wrap platter. I called the store prior to placing the order if I should call in the order or place it online. The employee suggested I place it online since it was for the next day. I received a confirmation via email that evening and a text the next day that it the order was placed and ready to pick up.

I got to the restaurant at the time I requested. There were three people behind the counter and two customers in line. I went to the register because the employee was not helping anyone at the time and made eye contact with me. I told her I had an online order and gave her my name. She asked, “For 2900 or 2910?” I looked at my email and text confirmation number and didn’t recognize either of the numbers and told her the confirmation I received. She said, “I don’t know what that means, and no one told me about an order. You must have ordered it from the Subway at Walmart.” So, I asked her what the 2900 or 2910 is and she said it was the address and their address is 2910. I looked at my email and scrolled down and saw that the address was 2910. So, I told her it was 2910. She was still firm on the fact that there is no order so she would ask her manager. She asked another lady making a sandwich and she said that they weren’t told of any order. She said I would have to call customer service. At this point, I’m getting impatient because I don’t understand why I have to call the owner or customer service hotline when I’m at the store that’s suppose to make the sandwich I ordered and paid for already. I told her I don’t know her owner’s number and already paid for the sandwich. “Not my problem. No one told me about any online orders.” So, I’m telling her this is not ok and she needs to call the owner.

I see the disconnect and miscommunication. The employees don’t want to solve this issue and call their owner or make the sandwiches because no one told them about this order. I called the third party number in my email and explained to them I’m at the store but the sandwiches aren’t made. He said that the order was submitted and received. I’m still at the store 30 min later. No one has started to make the sandwiches.

Finally, the lady behind the counter hands me her cell phone because her boss is on the phone. He says, “We received your order at 10:21 AM and that’s the reason we haven’t made the sandwiches. It will only take 10 min to make.”

So, I’m standing there at 11:45. I placed the order to pick up at 11:15. If they received it at 10:21, wouldn’t there be enough time to make the sandwiches between 10:21 and 11:15?

But instead, I have two ladies behind the counter arguing with me that no one told them of the order and a boss making excuses about how they didn’t have enough time to make the sandwiches.

They finally make the platters and placed them in the boxes but they were not wrapped individually like it shows on the Website and they gave me four large-sized tubs of mayonnaise, mustard, oil, and vinegar. That’s just disgusting.

No apologies from the employees. Another lady in the back prepping was eating and prepping. It’s unsanitary to eat and prep. It’s also unsanitary to talk over food while making sandwiches, which is probably why I don’t typically eat Subway.

This was a horrible experience. Lesson learned. I will not be ordering from Subway...

The service was okay that I saw, but what I did not like is when I was sitting there eating and I was watching the employees put new product like pickles and lettuce and whatever there was empty into the old inserts that were still in the make line they were supposed to change those out because when we were getting our sandwiches made they ran out of pickles and the girl just grabbed the pickle container and started falling into the container that was in there already and you're not supposed to do that I worked in Food Service 27 years and we always rotated our stuff.. I was going to give this store 1 * but I'm being very generous and giving them two stars but the thing is they can make somebody sick if they don't change out there inserts before they put the new product into the make line. I tried to make this short but I can't I am kind of upset a little bit. So no one needs to be fired or anything like that they need to be retrained on how to rotate the food out of the inserts they have to be washed. They're not supposed to call Food on top or into a dirty insert that they already used that has food in it and there's no telling how long those inserts were sitting at and that is really unsanitary and then there's cross-contamination I will not be going back to that Subway again are we going to the subway that I went to before they're very friendly and I know they don't do things like that the only reason we went to that Subway is because he was right next to next to GameStop and we needed to get something to eat before...

This place was unprofessional. I placed an online order and asked for curbside pick up . They called me and when I called them back he said “Hello” and I said ummm he said “oh subway” . Then when I called to call that I am there for curbside pickup a girl picked up Rudely and answered “subway” and when I said I’m here to pick up an order she handed the phone the the first guy and he said “oh you have to come get it” there is a HUGE SIGN ON THE DOOR ABOUT CURBSIDE PICK UP on the door . I go in one guy I just sitting leaning up against the wall a young woman drinking a drink and the other actually making food . Nobody greeted just looked. I had my baby which is why I did curbside. Why couldn’t one of the 2 people just standing there not fulfill the option? Never again ill rather drive further to go to a different subway then deal with this one 2 minutes...