Subway — Restaurant in Reno

After placing an online order for the smithridge location, I went in to pickup the order. There were three staff members and one other patron. The hourly behind the register had a hard time locating their internal receipt, however her coworker was able to easily put her hands on my order in the fridge with just my name. I was asked for my online receipt. I told them my phone was in the car. They shared it was policy as they've experienced theft. I retrieved my phone and when the app order receipt on my phone was presented to the cashier, she asked where the order number was. I said I was unaware of where the order number was displayed and the cashier said "ma'am you don't have to be rude" and walked away. Okay, I am the farthest from being rude and was as polite as I could be with my now 10 minute endeavor to pickup lunch that was already paid for. At this point I was done and asked for a refund. No one moved and looked at me like I was speaking another language. I walked out, called Subway corporate number and was greeted by a message that all customer service is now online for better and faster service. Stay away from this location unless you want to be provided the worst customer service experience!

Update:

I received a standard response from the owner Alicia Youngberg. Obviously she didn’t read or care about a paying customer not getting the food they ordered; pretty much calling me a rude thief. I’ll be eating Pub and Sub or Capriotti’s from now on.

I want to take a moment to thank you for contacting me and sharing your feedback regarding your recent Subway® experience.

At Subway, we often promote different products in new, creative ways in order to keep things fresh and appeal across the broad spectrum of our loyal customers. I appreciate your feedback and the time you took to share your point of view. I apologize your last visit did not meet your expectation. I have shared your feedback with my team to improve our customer service.

Thank you for being a loyal Subway® customer and we look forward to serving you again in the future.

Alicia...

Absolutely horrible customer service from Amy (especially) and Aly. I went in to get lunch for my nephew. He gets sweet onion teriyaki, something I’ve never ordered before. I was being helped by Aly and accidentally messed up in the order and as I was apologizing and TRYING to ask a question Amy raises her voice and cuts me off. I’m still trying to ask this question as the answer to it would help me know exactly what is needed but she just keeps raising her voice at me and not listening. I absolutely hate being disrespected like this, especially for no reason but I continued ordering politely in hopes their moods would improve but they didn’t. They didn’t even care to bag my meal which has never not been done for me at a subway but I thought it might just be something this location doesn’t do. So I asked for a bag and Aly just placed it on the counter and I bagged my own meal. Yet they bagged the order for the guy behind me so I know it was personal. I won’t ever go to this subway again thanks to...

We were using two coupons for two separate orders and my husband went to pay and the girl wouldn’t let him pay for my order. Refused the money. She was so rude. She said I had to be the one to hand her the money for my order. Just ridiculous . Anyway, my husband handed me the money and I reached over to the counter and dropped it. The girl said don’t throw money at me. No money was thrown at her. I said you do know that we’re the customer and you should be polite to customers not rude. I asked for her name and she wouldn’t give it to me. I asked for her boss and she told me she WAS the boss. I said who owns this store and she wouldn’t tell me. Said it was in the frame on the wall and I could look for myself. So I took out my phone to take a pic of her since she wouldn’t give me her name and she kept covering her face. Horrible experience and I will never patronize this...