Subway — Restaurant in Universal City

I placed two mobile orders through the Subway app and expected them to be ready at the time listed. Unfortunately, this turned out to be one of the most frustrating and disappointing visits I have ever experienced at a restaurant.

When I arrived, there was one employee working at the front. He was a younger Black man who was polite, respectful, and doing his best to keep up. He acknowledged me right away and asked another employee to begin working on my order. That is where the problems began.

The second employee, an older white woman with facial piercings and no hairnet, ignored his request and chose to help a customer who had arrived after me. She chatted casually with that customer while I waited for quite a while. When she finally turned to me, I asked her about the note on my ticket that said to cut my sandwich into three pieces. She responded by saying she would just cut one of the halves in half. I told her I would prefer she not do that, because it would result in uneven pieces. Instead of correcting the issue, she dismissed my request and acted like I was being difficult.

I ended up waiting inside the restaurant for almost thirty minutes. It was extremely hot and uncomfortable inside. The air felt stuffy and unpleasant, and it was a noticeable relief just to step outside.

Along with the poor service, I saw multiple concerns related to food safety. The woman preparing the food did not wear a hairnet, which is a requirement under Texas Food Establishment Rule section 228.133. Her long hair was completely uncovered. She also had visible facial piercings while handling food. This raises hygiene concerns, especially in food service environments. Many franchises restrict or discourage this to maintain safety standards. When I finally asked for a refund, I was handed a voided receipt with no confirmation of any refund being issued. I left without my food and without knowing if I would get my money back.

The younger man working up front did what he could, but the older woman was dismissive, careless, and disrespectful. This location clearly needs better training and accountability. I hope someone from Subway corporate sees this and addresses these issues seriously. I will not...

Please note that I normally do NOT post reviews...but this was so bad, I could not help myself. There were two employees working at the Universal City (near HEB at 910 Kitty Hawk) at 12:23 on October 19th. Watching these two work Was almost physically painful. One employee was just stood near the cash register while the other employee was making sandwiches and I swear he was actually trying to move as slow as possible. He would put a topping on a sandwich then meander to the area in the back only to return to slowly put one item on the same sandwich. As they are doing this, they did not acknowledge a single customer (which by now we’re piling in). I stood in line for exactly 4 minutes with the line not moving and neither employee appearing to have any sense of urgency.

I finally left without ordering.

I have been in HR for more than 15 years (and a secret shopper for two years) so I know how difficult it is to find people who want to work, but if the manager of this store (I really hope it was not one of these two employees) felt these employees were going to be good hired, then I think the manager would benefit from receiving training on customer service; hiring and motivating employees to be better than this.

Essentially, if you have nothing but time to kill and want to be invisible, you will definitely get your moneys’ worth...

Came to subway @902 kitty hawk universal city. Today September 10th ,at 6pm a young lady name ,Angle she made mine & my husband sandwich I had six inch rotisserie chicken & my husband had foot long club. We were trying something new One word AMAZING, my husband and I were very satisfied with the way she made our sandwiches. They were very good soft bread everything was fresh and very good not only were they good. they look good enough to eat. We haven't been to Subway in a very very long time cuz, we had that experience with hard bread not tasting good. I see you added different things. now I definitely can say I will come back. .. thank you Subway &...