Subway — Restaurant in Jacksonville

Here are the facts and only the facts. I will let you be the judge. At approximately 5:37pm on 11/29/2022 I placed a Subway order online, paid for it online, and sent my wife in to pick the order up as I waited in my vehicle. My wife was unaware of what the order consisted of when she went in to pick-up the order (Order #58047EFA-6C) which we ordered online.

Once we arrived home and prepared the have the sandwiches for dinner, I realized that we were missing 2 bags of chips that we ordered and paid for (charge also appears on the receipt). I immediately called the Subway store that I ordered from (Store #6232-0).

After explaining the above to the female that answered the phone, she stated that they do not have to place the chips in the bag. She stated that the customer is supposed to do that. This must be policy when employees at this store forget to complete the order correctly. (Sounds like and excuse - not a policy).

Any reasonable customer would think that if they place an order online, everything should be in the bag. (Imagine picking up a pizza and the pizza employee tells you that you are responsible for placing the toppings on the pizza).

Here's another point. There were only 2 employees working at the time. While I was in my vehicle waiting for my wife to pick up the order, I saw the same female (Caucasian Female) grab a bag of chips from the stand and place it in the bag for another customer (who was also Caucasian); but this same employee claims that it is not their job to place the chips in the bag when they are part of the original online order.

I am african American and cannot fathom why I did not receive the same treatment as the Caucasian customer. I will take the higher ground and give the employee the benefit of the doubt and assume that she forgot to place the chips in the bag for my order.

When asked, this same employee refused to give the manager's name so that I could follow-up with the manager regarding this issue. She just stated that she would talk to the manager and she was not going to "Willy Nilly" give out the manager's name. She also stated that I would have to drive over 45 miles back to Jacksonville tonight to get the 2 bags of chips that I had already paid for and never received.

I explained to her that I live over 45 miles from Jacksonville and was only in Jacksonville to visit friends. She insisted that I could not come back at any other time than tonight to pick up my chips. I tried to explain again and she simply hung up on me. Wow!! That was rude and very unprofessional.

I was calm, professional and diplomatic. Hanging up on a customer who is simply trying to request more time to pick up items that have been paid for but were not included in the order pickup is very unwarranted. Is this how this store trains it's employees. Not the kind of customer service you would expect from any other franchise.

Most (Probably all) fast food restaurants understand that there may be times that customers receive incomplete orders; and they have a protocol in place where the customer provides the restaurant with details regarding the items that were missing as well as their (the customer's) first and last name. The restaurant employee receiving the call for the incomplete order will tell the customer that their name and missing item details will be recorded in a book; and they can come in at anytime to retrieve the items that were missing from their order.

Never do the restaurant employees at other restaurant franchises tell customers that they have to come back that same night to get the items that were missing from their order. Especially when the order was paid for in full, and in advance.

Some customer's may live a distance from the restaurant and may not feel like returning to the same restaurant (over 45 miles drive) that same night, especially when they did not discover the discrepancy in the order until after they returned home and sat down to eat the items that they had ordered...

So, my first observation before even walking into this subway location was the entry doors, they had smudges from oily hands on the outside and the inside the windows on the side and front, interior and exterior all had real bad water spots and from the build up of pollin and dirt primarily on the outside states they simply don't clean them. Also, along the ledges of the windows inside and out had crumbs, dirt, etc ... at this point i was really questioning should I eat here but i figured i what commited to going there on bike with Rogue for a protien bowl.

Up to the ordering experience while noticing the glass seperating the customer from the food. First thing i noticed here is food juice splash all over the glass you could tell that the food particles and juice steak lines and the build up of food in the cracks or seams of the glass along the bottom has literally been dry for days...mind you it was super slow no one in drive thrue i was the only customer in the lobby they had one employee counting out and two other employees probably about to get on clock or vice versa. Usually, when im management, i ensure at least one of my employees tends to cleaning the front end regardless how busy it is....if not able to i have my team leader take point and i go out and clean and check on customers to see how Everton is going and if they need anything... ok so my question is this is during shift change no customers...of all times before shift change you are required to clean everything prior to shift change.

Ok enough of the nastiness because theres more to add the fountain for drinks had dried syrup splash on the sides even splash from it on their bottle choice fridge which was so foggy from condensation you couldn't even tell what it had inside. The floor had dried mud prints under some of the tables. I mean everywhere i looked it was dirty i couldn't even take a photo because i don't like trash and dirt in my professional photography work.

Absolute discust i was actuality weary of eating my protien bowl it tasted good but im worried if in going to get sick...if the front end is like this i can only imagine what the back end and food storage will be like.

The customer service on the end of figuring out what i want suggestive selling etc etc with a smile was on point which would have got you a 5 start on service but part of service of customers is to ensure their safety which means in a restaurant it needs to be clean to prevent cross bacterial infections from food to dogs abd especially to people. So that halfed the service score.

Atmosphere hah no.

If i was a health inspector just by seeing the front end alone i would have shut this sub way down that's a fact.

I've ran a couple cicis chains and vendures and we were busy 7 days a week full house in the censure we served 200 customers evety hour and a half and we still managed to keep everything clean. ive never had a score less then 99 on any inspections that took place on my clock.

No excuse absolutly no excuse you can't even blame the team you need to blame the management because it is there job to set the bar as to what's required on the daily to...

I went inside without a mask. Was asked if I had one and said no I have a medical exemption. Was told they had a drive thru that I could use and that it was required to wear one. Mind you 2/3 people in front of me didn't have masks on and were being served. But I guess it was ok since they were all together and said well at least they tried. So continued to wait to order and then was told that because I had a medical issues that I should definitely be wearing a mask. Your employees don't get to make comments on customers medical conditions. And you can't pick and choose who you are going to serve. If it were truly required, then you would have refused service to those in front of me instead of continuing their order. Don't worry a business that won't criticize a medical exemption will...