Cousins Subs — Restaurant in Town of Brookfield

Was impressed with the service and efficiency of this location when I first started ordering from here earlier this year. However, my last several visits have been disappointing and frustrating, with wrong orders, missing condiments and long waits.

I had an in-store credit to use for a free sandwich and curds, extended to me via email by the store's general manager after I received the wrong sandwich on a previous visit. I intentionally went early today, at 11:20 am to avoid the noon rush, to try to redeem this credit and also to purchase another sandwich.

It seems the employees taking orders at the counter are always new, need help doing their jobs and need better training. The employee today couldn't ring up gift card purchases (frustrating because a placard on the counter promotes a gift card deal) nor how to process my in-store credit. She asked another staffer for help, but by then the store became busy with lunch customers.

Rather than handle my order, the other staffer proceeded to take the orders of a half-dozen customers who walked in. After being in the store for 20 minutes, I finally gave up trying to redeem my credit (which apparently must be looked up manually in a log in the office) and I just paid for my sandwich. What's the point of offering me a credit if it's that difficult and time-consuming to actually use?

I literally spent 40 minutes waiting at this location today for two sandwiches. It should not be this hard. The sandwich makers were hustling and working as fast as they could, so they are not the problem. Based on my last several visits, it looks like I'll have find a different Cousins location despite this one being closest to my home. Disappointing because this location used to...

Ordered a veggie sub and requested it heated up. Was brought my sub with cheese melted, but the sub itself was hardly luke warm. Took up to counter and requested it be warmed through. Cashier clearly stated to gentleman making the subs I wanted it heated up. Since I had touched this one, they offered to make me a new one. She came to the table a few minutes later questioning if I wanted all the veggies heated or just the bread toasted. I reiterated I wanted the sub heated. The whole thing. Like putting in a microwave. She went back, and it was an unusually long wait for the replacement. Finally, she brings the sub on a tray to the table and says sorry for the inconvenience and leaves. This time, the cheese is not even melted, the entire sub is colder than the first one, served on a metal tray that is cold. The bread feels slightly toasted but is not warm. It seemed so ridiculous that this was happening. I decided either they are highly incompetent or are messing with me. It was not worth my time to entertain even addressing such absurdity. Packed both subs up in a bag and left to have at home. We've had issues in the past with this facility, and this scenario has sealed the deal: we will no longer frequent this restaurant or recommend it to anyone. There are plenty other sub businesses to give our...

I haven't had the food yet but I just want to highlight the amazing customer service I just received by Sam that helped me at the drive thru. I wasn't sure if I should use her time to search my rewards and she was so patient she was totally fine going back to look me up even though I know she had other things to do. Usually drive thru fast food is not this patient or kind, or cheerful. She was very settled in her demeanor, not rushed or in a hurry. She took her time to do what needed to be done but not too much time. It was refreshing to see someone be as kind and professional at a fast food drive thru as they would be at a fancier dine-in.

Please keep her, pay her well, promote her and use her example in training! She's definitely one to emulate! Thank you for that experience and pleasant interaction at the end of my hectic and busy day, Cousin's Subs! I didn't realize how much I would appreciate the kindness until after I finished my order. Total breath...