Cousins Subs — Restaurant in Hartford

Ordered a simple sub and fries online from the app. Was given a pickup time of 15 minutes. I got to the store right at my pickup time and waited at the counter. Was ignored for a few minutes before the guy working came up to me. Told him that I was here to pickup an online order. He gave no indication that he heard me so I just assumed he did. Waited another 10 minutes when another employee asked me what i was waiting for. I told her and was informed that they hadn't started my order. This was about 30 minutes after I had made the order online and 15 minutes after my pickup time. I only get 30 minutes for my lunch break so I had to leave the store without any food. I asked them to refund my credit card but I doubt they actually will. A simple phone call telling me my order was going to be late would have been nice. Employees had very negative attitudes. Acting as if it were my fault that I made an online order. Cousins used to be known for good service but apparently...

I tried the new drive through for the first time tonight. The speaker was nice and clear and my order was accurate! The server was very polite and accommodating when I asked for a glass of ice to go with my bottled soda. The order took a bit longer because of deep fried items. The sandwiches were fresh and delicious! The 4* is for the cheese curds as they were rather soggy - perhaps the fry oil was not hot enough? I don't recall cousins having deep fried choices in the past, only chips. Since this seems a new feature, I will try again. Everyone deserves a second chance. Love the new option of a drive-thru at this gas...

When I stopped in this afternoon the lady working at sub-making station kept her cool under extreme pressure when the shop was slammed with customers inside and out. Ensuring all customers were served and orders went out promptly/correctly. Most impressed by the dedication of the gentleman working up front with the super lady. He efficiently filled the soda machine with more ice, but had discreetly smacked his head. The man acted as if nothing happened and jumped right back on the food line. Great team! And the food was made to perfection despite the store being so busy! Again great...