Subway — Restaurant in Springfield

I did an online order, but when I got to the store there was no churros or pretzel. Store can’t handle refunds so had to put in a request through the app. This is the response I get over a week later.

Dear Sandra Cope,

I want to take a moment to thank you for contacting me and to apologize for your less-than-ideal experience. I understand that there was an issue with your order and your experience did not meet your expectations.

Please accept our apologies for any inconvenience.

Thank you for contacting Subway®. Devin Muir Manager

Then you can’t even respond to the email so I’m posting my response here.

Hi David,

I requested a refund because the store was out of the pretzel and churro. I paid for product I didn’t receive.

Good news though I reached out to the store over the weekend to inform them I submitted a request a week ago and had not heard anything. I spoke with Kylie who offered a footlong cookie in place of the missing products. I am satisfied with this resolution. Kylie was very helpful and was very kind on the phone. She deserves a raise as she llistened to my concern and acted quickly to resolve it. That is called customer service, makes me feel like I’m heard and my concern is valid.

Your email response lacks compassion, offers no resolution and does not even address my concern. I’m not being mean, but just trying to be transparent. In any event, thank you for at least reaching...

Where to even begin... My friend and I came in for a quick meal... there was a gentleman that walked in behind us so we let him go in front of us... not realizing it was going to take them 18 minutes to make a single simple tuna salad... than he paid and left.... the girl helping him looked at us and said I will be right back. She never came back... than these two male workers were busy making 2 sandwiches and still not helping us. Now at 25 minutes of waiting for a "fast sandwich" one of the guys finally got us started. I got a ft long were the guy making it put literally 4 onions perfectly spaced on the sandwich along with all the other veggies.... I told the guy... a little light on the veggies dont you think? Honestly it was so ridiculous I was waiting for a camera crew to come out and say we just pranked. Than when ordering a meal deal I told him I wanted the one with chips and one cookie and he told me it was one or another... so I pointed at the menu where it said the deals. My friend ordered a 6 inch and theres no way it was more than a 4 inch with barley anything on it... I could go on about that as well. But is where I am getting at is never waste your time to come to this subway.... if u want subway drive the extra 5 minutes to the Thurston one. Also every table had left over food on it and was disgusting. Clearly someone had been eating cookies at every table bc that...

Do not order online and expect it to be ready on time. I placed an order, waited 15 min, got the notification it was ready, and went in to grab it, except there was nothing in the "online order" rack. Took 5 min for the staff to look up from the drive thru order they were making, and once acknowledged, they said they hadn't started it! They did not apologize, just said, "yeah, got really slammed." Once they finally started the order, they broke the knife they were using and never tried to find another knife. So after an extra 27min passed the "ready" notification, they tossed the bag of 2 sandwiches on the counter, no apology, not even eye contact. When I get home & my husband and sit down to eat, the sandwiches are a complete mess, oozing condiments despite saying to go light on it, and most of the toppings were falling out. I wish I could say I'm surprised, but this was the 2nd chance I gave this location, I will not give a 3rd. They need to either eliminate the drive thru or online order, because this location obviously cannot handle...