DiBella's Subs — Restaurant in Town of Penfield

Went to Dibellas in Baytown after a very busy day on Saturday at work for me, realized when I parked I forgot my wallet. Darn It!!! This was approx 5:20 pm 2/1/20. Thought as I drove away, I’ll call and place a pick up order to go for when I return with my wallet. I call, hands free from my car as I wait at the light out of Baytown. I already have Baytown Dibella’s in my contact list because I often order from there as I live and work right down the street and I love Dibellas. While calling it just rings & no one picks up, surprisingly 10 rings later,,, finally,,, a female voice answers and asks to place me on hold, I said yes. I wait a couple minutes, continuing to drive home for my wallet, so I get back home meet my husband for my wallet, who’s waiting outside for me already,, I get back in my car and start to drive back, still all while on hold with the restaurant. I thought they forgot about me,,,, maybe they are busy?? No I was just there,,, ok I’ll continue to hold as I drive back. Waited at a few stop lights, finally I get back to Dibellas, I park again, transfer my call to my cell, and walk in to the restaurant while still on hold. Walked up to the counter, no other customers in line, I see 2 black shirts (managers) and 4 red shirts (crew) ...all with their backs to me, no one saw me, no one turned around and greeted me... wow!! I used to work at Dibellas so I know what they expect in timing when a guest walks in,,,, not today!! 3 minutes later still waiting to be seen and waiting in the restaurant and so far 9 minutes STILL on hold on my cell phone!! WTF! I finally decided to turn around and walk OUT of Dibellas after I stood there waiting to be helped so long.... I also hung up my forever long on hold call. What a joke I thought! I wanted to spend $$ in that restaurant,,, did they care?? Not at all!! More customer service training needed in this restaurant. I called and spoke the manager on duty to share my frustration of experience while in my car leaving the restaurant, (they obviously have no idea they are losing customers, & probably the female who answered was the same female took my first call, & placed me on hold in the first place!) I left and went straight to Wegmans across the street. Surprising to me, Wegmans sub shop was super busy with a long line! I finally got a good sub after such a frustrating experience at Dibellas. Not sure I’ll be going back to that Dibellas with the horrible customer service I received this past Saturday. (P.S. I love subs and my family does too!) I guess I’ll be spending more $$ at Wegmans,...

This spot is definitely hit or miss. The last few times I’ve been, the food was actually really good—so I was hopeful. Honestly, I’m starting to think the quality depends on whether the store manager is there. When they are, things seem to run smoother. When they’re not, it feels like a free-for-all.

Today was one of those off days. I ordered two grilled Godfathers with peppers and onions—and nothing was grilled. Just tossed together with no care, which was disappointing.

As for the atmosphere, it’s usually solid, but again, I think it depends on who’s managing. Today I walked in and wasn’t greeted at all. I got stared at like I had ten heads. One girl just sat at the grill on her phone, right in front of the manager—who didn’t say a word. Not the vibe.

This place can be good, but the inconsistency is...

My girlfriend picked up two subs on the way home. Hers was a steak sub mine was a large buffalo chicken (20.00 dollar sub). Mine was absolutely horrible, I think the top of the buffalo sauce came off and they just dumped it in the sub, turns out it’s just straight red hot not buffalo sauce, should be called red hot sub. The sub is completely un edible because they use more red hot than chicken, several bites were just bread and red hot. It’s a shame they have absolutely zero quality control or just general care of their customers. I bet the person making that sub wouldn’t have ate it so why give it to the customer? I’ll tell you why, THEY’RE LAZY. It was an absolute disappointment. Whoever was working on 5/31/24 at 530pm doesn’t care about their job or the customers. I’ll take my...