Subway — Restaurant in Texas

I’m writing to express my deep frustration and anger over the way I, my mother, and my nephew were treated at one of your franchised locations on Saturday, June 14, 2025, shortly after 3:40 PM, located at 230 Cypresswood Drive, Suite A, Spring, Texas 77388.

On this weekend, we had finished laying my father to rest. We were grieving, emotionally drained, and simply trying to get a meal. I wasn’t dressed in my usual attire and was uncomfortable about my appearance — wearing basketball shorts, a tank top, and a durag—and I’ll admit, as a Black man, I was already aware of how I might be perceived. Still, I entered your store with a polite demeanor and greeted the female employee behind the counter respectfully.

From the moment we walked in, this Hispanic female employee had a visibly dismissive and judgmental attitude. When I began ordering—politely asking for a footlong on wheat—I was cut off in a snappy tone with, “meat, cheese, toppings.” Once I got to the toppings, I asked for spinach, lettuce, tomatoes, and pickles. She placed barely four pickles on the sandwich. I calmly asked, “May I please have extra pickles?” and was shocked when she barked, “We charge extra for pickles.”

I responded, kindly and with disbelief, “No you don’t.” Her reply was not just rude—it was aggressive and confrontational: “YES WE DO—DO YOU WANT IT OR NOT?”

At that point, I refused to accept further disrespect and said aloud to my mother and nephew that I’d wait outside, because her attitude was nasty. My nephew later told me he tried to explain to her that I was simply asking for more pickles because there were barely any on the sub, and she cut him off mid-sentence as well. Leading him and my mother to leave with out purchasing anything.

After walking out, my nephew immediately Googled whether Subway charges for extra pickles. As we expected, multiple sources confirmed that Subway does not charge extra for more pickles or vegetables (only meat, cheese, avocados). We have screenshots to prove it. I have gone to multiple Subways and have never been told I’d have to pay extra for pickles, let alone vegetables.

Later that day, I called the store to report what had happened, and a male employee answered—only to be just as dismissive as the woman we encountered in person. He informed me that since the store is “franchised,” they can “charge extra however they want.” That kind of tone and excuse-taking is completely unacceptable for a brand as large and recognizable as Subway.

So I am writing you directly to ask:

Is this the kind of customer experience Subway condones at franchised locations?

Does Subway have any standards at all for basic decency, respect, and fairness in how employees treat guests?

And is this what you want your brand to stand for—especially toward Black customers who are already subject to bias and stereotyping?

This was not just poor service. It was deeply disrespectful, needlessly aggressive, and borderline discriminatory—especially considering how calm and polite we remained throughout the interaction. To be treated like this after burying a loved one is something I wouldn’t wish on anyone.

The matter should be investigated and how this employee will be held accountable for her unprofessional conduct. No one should be made to feel the way we did for simply...

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