Subway — Restaurant in Town of Rib Mountain

Worst service and management in whole Subway line. Manager told me I could only have 3 scant handfuls of lettuce to make my turkey breast salad, ostensibly b/c "the lid would not close" on the plastic bowl. I told her it did not need it to close b/c I would be eating it there. She did not back down when I told her I had eaten at practically every Subway from St Louis to Merrill WI and the lid had closed just fine when the lettuce was packed in. AND they had not given me grief about asking for extra lettuce (aside from one during the Covid pipeline problem when, understandably, some items were being closely metered so stores would not run out).

The manager, who was working the line, not only was hard of hearing but then proceeded to have an outright argument with me, holding up the line. I was frankly aghast, and felt very much insulted. This kind of service seems to totally fly in the face of the established Subway vision, where I thought the idea was to have it "your way" in the interest of promoting healthy, fresh eating.

So clearly, one cannot 'have it their way', and one feels belittled and insulted in the process of trying to make things square. What kind of service is that?

The woman at the Rib Mountain store also called me 'hon' as we were quarreling. I told her "do not call me hon." Note to Subway management: I would look at this annoying trait, if I were you. I find being called what is supposedly an endearment is belittling, especially if the one calling you that is a manager who is arguing with you.

In addition, that manager kept repeatedly asking me to restate each of the ingredients I selected for the salad.

I realize the financial pressures franchisees are up against, as my husband later spoke with the manager at the Merrill Subway and b/c I am a local there, and I wrote a very honest and direct critical review of that altercation, that manager did change either the policies and/or the behaviou of the very rude employee I had encountered there. We did learn, from that manager, that every franchise is different in terms of its management and policies, but when customers have to argue to get what the corporate brand promises and bases its advertising on, it is a very negative exchange and a highly unpleasant transaction.

My husband and I always tip 25-30% but not when we are treated this way. I like to tip when service is good because I realize what those workers are up against.

Additionally, there are two very excellent locations in the Wausau area - Bridge Street and one near the NTC campus- that happily make my salad with extra lettuce and do not charge me extra. They tell me their philosophy is "the customer is always right." I tip 30% at both locations.

At the Rib Mountain location, it was actually poignant, if not out-and-out sad, that - having experienced this exercise in misery and animosity- a very sweet lady, the employee who rang us up (who was NOT the manager) came over to the table where my husband, daughter and I were sitting and explained what that Subway was up against with price pressures, declining customer trade (hmmm, wonder why??), pipeline/supply issues, stricter management protocols, etc. She also explained that the manager, the one working the line who had argued with me and then called me "hon," was also hard of hearing (I had already suspected that because she had asked me twice what kind of bread I wanted my turkey breast salad on, in addition to asking me to repeat each ingredient I asked for.)

I am not a complainer normally, but if it becomes standard operating procedure as economic pressures in America mount, Subway and its policies are going to be the real loser for a brand I used to trust, as other customers will choose to just avoid the unpleasantry of inconsistent policies, in addition to employee/management rudeness.

I did appreciate the effort of the employee who at least attempted an explanation.

I will now limit my future Subway visits to the other two...

Team Lead Katie was super fast and polite! Excellent service!

Update: It seems that this Subway is closing, possibly permanently. Apparently, Katie quit because her district manager would rather support a teenager that's late all the time, leaves early, and didn't care, instead of her. I guess you backed the wrong horse. Dear Team Schierl, please fire that "genius" before you lose more of your stores. You've already had to close 3 stores since...

Horrible service, some old lady dottie(apparently the manager) was just rude and talking down to one of the workers and she was just doing her job and it was like the old woman was berating her about being (I think) an autistic person?? What the hello?? That makes me never want to eat at a subway again!!! That's not how you do business Subway. I feel so sad for that kid 😥...