Subway — Restaurant in Schertz

I frequent this Subway regularly, never have encountered such a horrible experience until now. I had an online order that I had picked up during my lunch break, I go to my house to eat my lunch and after a couple of bites I realized that my order was not accurate (missing items in my sandwich and not being toasted). So I tried calling the store, took awhile for them to answer, and when someone finally answered I spoke to a gentlemen named "James" . I shared with James my name and that I had recently picked up my online order and that it was not accurate. I asked him that I would like to get a refund and a replacement sandwich. So James proceeds to tell me that I needed to bring the sandwich back for the refund. I shared with James that I had already eaten a small portion of the sandwich, but that I would be returning with the sandwich. so again here I go drive to the subway which is NOT just down the road, and its taking time out of my day and lunch break. I get to the store and James appeared to be already in the process of providing a refund. I provide James with approximately 3/4 of my uneaten sandwich. I asked James if I could still have a replacement sandwich. James replied, "yea but your gonna have to pay for it". I asked James if he thought if it was right, for a customer who has picked up an order, takes it with them to eat it, and then realize that the order was not accurate and then have to take more time out of their day to return to the store, to return the sandwich in order to get a refund, and to be told oh well, here's your refund and you have to pay for another sandwich if you want one. James replied "yea". and it gets better, a female employee hears me having the conversation with James and says "it was just a simple mistake", I shared with her I understand that, I was hoping that subway would do the right thing for the inconvenience that they caused and provide me with a replacement sandwich. The female in a very rude tone said " why only because it wasn't toasted?" I replied no, its also missing items. I asked them both to do the right thing for the inconvenience and the female who had nothing to do with my conversation with James kept chiming in. Ultimately I left, in disbelief of the females rudeness, and when I asked for her name, she replied " I'm not allowed to give that to you". So disappointing in the service that was received. Still not having had my lunch, I ended up going to Jimmy Johns. At the end of the day, huge disappointment in the service received. Ultimately I will have to find me another go-to sandwich shop, because why would I want to go back there after having received rude disappointing service. Thank you Subway !!!!...

I don’t understand this past week I’ve been going to subway and have been getting the same thing this evening I go and get a chicken bacon ranch the guy placing my order starts putting ham 🫤 and so I had to repeat and say no it’s a chicken bacon ranch he would’ve been able to hear if he didn’t have his AirPods in his ears, secondly I asked for extra cheese and bacon apparently 1 slice of bacon is extra and next onto the vegetables I asked for lettuce and pickles I get 3 pickles and I asked for extra ranch got that next got home and bit into my sandwich and immediately I spit it out, something about this sandwich was disgusting and then realized it was the so called regular ranch. I then talked to my dad and he said he got the same kind of ranch so I call back and had to call 3 TIMES and say did y’all put a different ranch on my sandwich the lady who answered sounded so lost and confused she said no it’s the normal ranch then she proceeded to say well yea it’s a pepper jack ranch a ranch I didn’t ask for 🙄 then she said well there’s nothing I can do...

The mother and daughter who work here are both extremely rude and very disrespectful. Pathetic service from them. As soon as the manager left her attitude was clear she didn’t want to be bothered, the women didn’t want to redo my order they act like they are not responsible for messing up your online order. Everyone else was very polite. The assistant manager and manager who was helping before she left was polite and specifically told the older employee to toast the two sandwiches but she clearly didn’t. FYI I only make online orders here because of the convenience of the location. This is my first time having this experience here I was not expecting for the mother and daughter to escalate a simple request into a complaint. I don’t appreciate the disrespect. Never got my sandwich replaced or a refund…all I wanted was my sandwich toast, some people just don’t belong in hospitality and food service....