Sub Runners — Restaurant in Salisbury

Today I placed an order and it was completed at 5:30 pm. After about 45 minutes I called the Subrunners establishment to check the status of my order and was placed on hold and whomever was answering the phone hung up on me 6 times while I was still on hold! Finally the 7th time I called back and was placed on hold for exactly 6 minutes and 31 seconds. By then I had hopped in my car still on hold in route to the establishment. As I was pulling up finally someone answered and I immediately asked for a manager as he placed me on hold again not knowing that I was in front of the store observing. At this moment the delivery guy was about to go out to deliver my food so I told him to back up and take it inside because I no longer wanted the food. The man that placed me on hold then realized that I was the customer that he so rudely hung up on several times while his co workers assumed he was placing the calls on hold. Of course when I entered the store and showed him and the delivery guys my call log he still continued to lie about hanging up multiple times and ignoring me placing me on hold for 6 minutes and 31 seconds never saying hello until I pulled up. He sent me straight to the message asking me to hold never verbally making contact until I pulled up then he got on the phone about to pretend to be the manager. I let him know that I didn't want a soggy tuna fish prepared by now a hour and 10 minutes ago along with hot wings that were fried the same time all dried out! I did let him know that I observed him and wanted the money refunded back to my card. The customer service is sickening and no management ever stepped in to satisfy me the customer. Nevertheless I gave them a piece of my mind and left. They lost a customer and I will be sharing my experience on every web site that asks for a Subrunners rating. You guys dnt deserve the one...

So the food is pretty much always good, few mishaps but nothing serious. However the time frame of orders is crazy at times. I ordered from home, it's a 25/30 min drive to get there from home, they said 20 mins. So figured perfect be there just in time, now I understand that in a kitchen you can't be exact on time but you know about how long it takes to cook whats ordered and how busy you are when you quote the time. I have 18 years in kitchen experience in all types of kitchen , 1 just like this business. So got there and wasn't ready. Waited another 15 mins , jsut saying if they could try to be closer on the time frame that could affect the order, the decision to even order that night, there's always alot of people working. That's awesome but the focus is ok delivery times. Other than that the food is great , and will deff go back as this is a family favorite and a local gem ! Much appreciation to the crew and deff recommended them. Just keep in mind. There can be a significant wait time on orders. Wasn't crqzy bad this time but has been half hour 45...

HORRIBLE DO NOT ORDER

Order from them frequently and I’m really not sure why because something is always wrong but today was the LAST straw. Examples from the past have been forgetting fries which they promised to make a note to send on the next delivery that never happened of course. Charged for soda which I never received. Or once in the restaurant sold me flat soda which they didn’t want to refund. Today however I ordered a cheese pizza and cheesesteak. They told me 45 mins to an hour. I waited 1.5 hours to get a phone call from Hannah the delivery driver saying she can’t find it so I get dressed to go down 3 flights of stairs the whole way to the parking lot where she was literally sitting in her car. THEN for her to only hand me a cold cheesesteak I asked where the pizza was while pointing it out in the receipt and she said she didn’t know that’s what they sent. I sent the order back and called the restaurant and all the girl could say for themselves was she’d tell her manager. Do yourselves a favor and go...