Subway — Restaurant in Hillsboro

My daughter and I went to this Subway today, and were told that they were testing their new kiosk system of ordering. The kiosk itself was easy and quick to navigate - you can order directly from the photo menu, and customize by adding condiments, etc. The manager talked to us explaining how much easier and efficient this system is for new employees. We ordered two sandwiches & drinks. Easy peasy...but it took nearly 20 mins to get our sandwiches. There was only one guest in line ahead of us. I ordered the Subway Club. The company website shows the Club as having roast beef, ham & turkey. The kiosk menu photo shows the same. The sandwich they made, though, had bacon on it. Ugh. We didn't see it until we were back in the car, because this new system covers up the area where they make the sandwiches. Big secret, I guess. When I took it back in to the store, the manager offered to remove the bacon from my sandwich, and told me that Subway removed roast beef from their line up in response to the pandemic, and replaced it with bacon. What?? So, okay, but why are the website and menu still showing that as an option? The problem here is that this ingredient has a lot of controversial cultural meaning, and many people will not or can not eat it. It's a minor thing, really, but they asked for my opinion, so I'm giving it. Bottom line - if they had been making our customized sandwich in the regular Subway fashion, we could have spotted & corrected this error at the time the sandwich was being made, and a true customer service professional would have offered a tenable solution, not just give me "company policy" excuses. If I wanted to get an assembly line sandwich, I would have gone to that style of restaurant. The beauty of Subway has always been it's customized sandwich making. This new system is a poor corporate decision just to save a few pennies. I'll take my...

They never heat up their meats. If you order a sub with chicken or a meat that should be hot (besides the meatballs) then expect to be biting into a toasted bun with cold ingredients entirely. I have complained twice (once to the owner? And once to the people inside) and both times seemed to lack a result in their procedure changes.

The employees toward the evening are generally unprofessional and not well trained. Must be frustrating for them to be stuck on their own, they clearly need help.

As you can tell, I have been here several times- don't even know why. After tonight I am a little fed up and this isn’t the first time I have dealt with this kind of issue with timeliness at this location. Ordered 30 minutes ahead for a pickup order. Arrive 5 minutes early to pick it up, 2 minutes after it was scheduled to be ready I asked if they had the order (app seemed glitchy) they assured me they had the order and held the receipt. I said ok cool! Waited for 12 more minutes and came in asking about the sub, they said they were working on it. They proceeded to prepare the subs on screen for customers that were still inside the restaurant- I am now at about 45 minutes for a sub that I ordered ahead for. I told them "hey I ordered near an hour ago and your making subs for people that just ordered?" "Sorry but as you can see, we're pretty busy right now and there's only two of us." I work in the service industry, they were just inexperienced employees scheduled together. Do not tell a customer your issues, make the dang food. It's been almost an hour. The girlfriend and I will be frequenting another subway moving forward!

Employees had...

I have Celiacs and I ordered a Gluten Free, Chicken, Bacon, Ranch. The staff didn't protect the equipment properly nor appropriately, staff never changed gloved when touching something else, staff grabbed from all of the same meat, cheese, veggies and dressings, (this is total cross contamination). I was standing there watching them make my sandwich, I saw that she had grabbed the chicken from the same containers as everybody else's sandwiches, I did say, "I'm going to end up being sick because of cross contamination." The staff just looked at me, they didn't ask if they needed to get new product from the back (standard protocol for this). I knew it would have been a fight to have them remake the sandwich correctly. They didn't respond at all, they just looked at me like I was an idiot. They weren't friendly nor inviting. I am currently ill with the cross contamination of them not making my sandwich properly and giving me dirty looks about my comment, when they never inquired in the first place of how severe the allergy really is. I have eaten at other Subway branches and have had massively wonderful experience w/out being ill afterwards. I won't be back to this Subway as they don't know anything about Celiac's Disease and the proper way to handle any of the items including the papers, the oven, or even how to cover things correctly to help prevent cross contamination. Now, I am the one who has to pay the price for their incompetency of the Disease and incompetency of how to properly prevent the cross contamination. (I only gave a star because I had to in order to be able...