Subway — Restaurant in New Braunfels

West Pointe Village used to be my go-to spot when time was tight for dinner, but after our recent experience, I’m reconsidering. On October 12th, 2023, my wife picked up three spicy foot-long hoagies for the family. When we started eating, we noticed the bread was extremely stale, tasting as if it had been left out for days. I called and spoke to a staff member named Jonathan, who was unsure of the situation since he had just started his shift. The manager, Nichole, was unavailable, so I left my number, requesting a call the next day.

On Friday, October 13th, I called around 10:30 AM to follow up, only to be told Nichole had stepped out and would call me back. By 5 PM, still no call, so I tried again. A young woman answered, claiming to be Nichole, only to admit she wasn’t after I began discussing my issue. The staff proceeded to make loud noises in the background, pretending they couldn’t hear me. It wasn’t until I mentioned coming in personally that the games stopped.

When I arrived at the store, I saw three staff members quickly move behind the counter. I asked for the Division Subway Manager’s contact information, but they refused to provide it, stating they do not release such details. I left my number again, hoping for a resolution, especially since my daughter, who is immunocompromised from cancer treatments, was looking forward to her sandwich. Sadly, it was inedible.

As of October 18th, 2023, no one has contacted me.

Pros: Timely preparation of food Clean establishment Option to order online

Cons:

-Poor customer service with no follow-up on serious concerns

-Use of stale bread, raising concerns about overall food quality and freshness

-Staff displays unprofessional behavior, including rudeness and avoidance tactics

-Management is unresponsive and lacks accountability for customer issues

-Refusal to provide contact information for higher-ups, making it difficult to escalate concerns

-Inconsistent communication, leaving customers feeling ignored...

I don't do reviews but today I was extremely disappointed in the service at this location.

I came in on my lunch break, in civilian clothing but my shirt identified who I am and who I work for. I hope this did not have an impact on the service, but it is possible. I was barely acknowledged by "B" (leaving name out) when he was ready to take my order. While making my salad, he started explaining to his co-worker what he was doing and while doing so dropped some of the meat on the floor and didn't bother to replace it. "B" bagged my order and his co-worker checked me out. Co-worker was very nice. I left the store, got to my location and discovered my salad was very scarce. I started mixing the salad around and discovered paper in my salad which was stuck to the meat. I did not see this while he was making the salad because he threw the meat in the bowl to mix with the veggies. Very disappointed! I will attempt to...

Location has inconsistent opening times, web says one thing and the store has hand written signs saying when they actually open. The leadership here is weak if they can't open when they say they open.

The employees let other people that work in the area get free fountain drinks while making the customers pay. They do it right Infront of your face. They literally walk in with their own canisters and fill it was soda! I've seen it happen before I stopped going here.

The employees here are hit or miss, some are kind but most are young, uneducated employees with no respect. This location is the reason I stopped going to Subway altogether. Reading the reviews from this place indicated that I'm not the only one that feels this way. New leadership is needed if this place wants to compete with the many more lunch options...