Subway — Restaurant in Galveston

HAIR IN FOOD.

EMPLOYEES REFUSED TO GIVE US REFUND.

MANAGER APPARENTLY NOT PRESENT AT STORE FOR 2 DAYS IN A ROW.

08/20/24: We ordered 2 sandwiches. Returned home to eat. My fiance found a hair in his sandwich after he had already eaten half of it! (He ordered a 12in sandwich)

So we went back to the store and showed the employees and asked to speak to the manager because we wanted a refund. They told us the manager was not there and they didn’t know when they would be back. And that they couldn’t give us a refund because they needed a manager. They offered to make another sandwich to which we said fine because we obviously weren’t going to get the refund we deserved. My fiance asked for a meatball sub. They were only going to make him a half sandwich! Then, when the guy had just started making the sandwich, he told us they were out of meatballs and that it would take 10 min to make more! This was obviously very frustrating as we didn’t have the time to wait. I asked the employees, Lea and Angie, when the manager would be back and they told me 8am the next morning. I told them I would be back the next morning for the refund and they promised they would inform the manager of the situation.

08/21/24: Lo and behold, I return to the store today and guess what, the manager is still not there. The lady who was working was very rude and just said she couldn’t do anything after I explained the situation, because the manager was not there. She also refused to give me her name when I asked politely. I asked her to please call the manager. She did, she showed me how the call went immediately to voicemail. I told her I would wait there all day until the manager came back. The employee then called the area manager and put me on the phone with him. I explained the situation and he said, “why didn’t they give you your money back? The employees can do that.” I told him they told us that they couldn’t give us a refund bc they needed the manager to do it. I explained to him how frustrated I was with the whole situation and the poor service and that I just wanted my money back. This guy then goes on to challenge me over the poor service. He said they made me my sandwich and the restaurant was clean so there was no poor service. To which I responded they absolutely did NOT make the sandwich right bc there was a hair in it. I didn’t even get to explain that the lady who was supposed to be helping me told me she “didn’t have time for me bc she had to prepare.”! It’s her job to attend to customers. That is her main job. Finally, the area manager, whose name is Juan Cantu, by the way, finally told the employee to just give me my money back. WITHOUT INCLUDING THE TAX WE...

The woman taking our order was very rude. My daughter asked for a chicken, bacon, ranch. Before she even had a chance to say she would like the strips of chicken rather than the rotisserie, the lady had slapped on rotisserie chicken. I politely said that she had wanted the strips but we would just take the rotisserie. Then, my daughter asked for pepper jack cheese and she (apparently) did not hear her and gave her shredded cheese. When I pointed out that she asked for pepper jack cheese, the woman replied “it comes with shredded cheese.” I’ve never had a subway say you can’t change the cheese. When I ordered my sandwich, (a foot long Ultimate BMT) she put 4 slices of cheese. I asked if it came with 2x the cheese as stated on the menu. She looked at me and asked “are you using a coupon?” I replied yes and she stated “well, then it only comes with 4.” Even if that is the policy when using coupons, there was no need to be rude about it. There was a woman and children behind us in line. One of the older children was the first from their group to try to place his order. While ordering he began to stutter a little and paused. She huffed and gave him a very impatient look. Then, she looked at the man who was standing behind their group and asked “Sir, are YOU ready to order?” The lady who was with the older children who was currently trying to order said “excuse me! I am ready to order.” Her behavior and attitude toward us and them were incredibly rude. I have never taken the time to make a complaint about a restaurant, but I feel this warranted it. It was absolutely uncallled for and...

I just got lunch there today and when I told the first guy at the counter that I have a dairy allergy and asked if he could please change into a clean pair of gloves he was SO kind and even washed his hands before putting new ones on. He was awesome! However, the second person (a woman) my sub got handed off to at the counter was not great. When I asked if she could please change her gloves because of my allergy, she stopped, stared at me with a look, and said “no offense, but I’m only touching cucumbers over here. I’m not touching no cheese” with a scowl. I pointed out that the sub she just touched before mine was cheesy bread and the inside had cheese all over it, making her gloves contaminated. She still tried to argue with me that she’s not touching any cheese but eventually after continuing to ask her to please change gloves she hastily did so. I work in food service—it literally takes 5 seconds to change gloves, but fighting with a customer about an easy accommodation to avoid triggering an allergic reaction and a trip to the ER takes a whole minute and is rude, unsafe, and unacceptable at a food establishment that advertises being allergen friendly. The woman who checked me out (I believe the manager) was also very nice like the first guy! Please train your staff on food contamination and food safety practices to avoid fighting with future guests who just don’t want to die eating a silly...