Subway — Restaurant in Hawaii

⭐️ 0/5 stars

Deeply disappointed by my experience: I ordered a Hot Pastrami Sandwich with spinach (specifically NO iceberg lettuce) through Uber Eats - the exact same order I'd placed successfully just days before. Instead, I received a cold pastrami salad with iceberg lettuce. After paying extra for delivery, I had to drive to the store hoping for a simple resolution.

When I arrived, I first showed Johnny (who introduced himself as the owner Amber's son) my Uber app order clearly displaying "Hot Pastrami" - nowhere did it say "salad." When he claimed their system showed a salad order, I pointed out that both our orders specified "NO LETTUCE, only spinach" - yet somehow I received a salad made with iceberg lettuce, contradicting even their own order details.

I suggested multiple reasonable solutions: either take the incorrect salad and make it into the sandwich I ordered (offering to pay any difference), or at least remake the salad with spinach as specified. He refused both options. I wasn't even asking for a refund - I was simply hungry and wanted my order made correctly.

What truly saddened me was his dismissive "oh well, not our problem" attitude, telling me to "take it up with Uber" because "it's my mom's store." After reviewing my order, he never returned my food - I actually had to ask him to give it back when he dismissed me and started walking away.

In Hawaii, this level of service is shocking. The aloha spirit is about caring for others, and food service especially should come from a place of positive energy. When someone shows such complete disinterest in helping customers and resolving clear mistakes, it goes against everything our community stands for.

Photos attached: [Receipt showing sandwich order with NO LETTUCE]​​​​​​​​​​​​​​​ from their store], uber receipt that says just Hot Pastrami and No Lettuce and picture...

I’m currently eating lunch at this location and I feel compelled to leave this review after watching my sandwich artists in action this busy Sunday afternoon. With only 2 people on staff these guys must have hammered out 30+ sandwiches in the 20 mins I was here. Both of them nonstop for all of it, yet amble time to be personable. I think Jonny and I are going to be friends after my lunch today. I could tell that they were in high gear and not letting it get to them. I have worked in the restaurant industry for over 20 years and even I would have been noticeably bothered by the sheer volume these two handled this is why I’m so impressed with their demeanor through the madness. Jonny killing it on the sandwich game and the young lady he was working with running around making sure the prep was done and the line was stocked. I’m not the only person who noticed this performance either. Numerous customers complimented them on their performance as well. I left these guys a five dollar tip because I noticed it was looking surprisingly a little empty. If I was rich I would have tipped $100 bucks. Thank you Jonny and Cherish! I also eat here 2-3 times a week but now I’m thinking I should have lunch...

This is a message for the owner and or manager of the Kona Subway location on Makala Boulevard. First off your employee, Kamala, was the best Subway employee I have ever encountered. He was conscientious, polite and in a word, awesome. If I owned my own business I would have offered him a job on the spot. I understand that during these difficult times you may feel that it is necessary to scale back your staffing levels but to leave one employee to run a franchise is absolutely deplorable, same on you! I placed an online order and when I arrived on time for pickup it took an additional 30+ minutes bringing the total time from placing the order to receiving the product at one hour. Treat your employees and your patrons...