Subway — Restaurant in Virginia

I would like to start by saying the location is very convenient for me when traveling from the areas I frequent shopping, and up until yesterday I only had minor issues with their card machine tripping up. They usually get it back on track to finish up my purchase fairly quickly, which never really bothered me too much. Yesterday, now that was totally different. I usually don’t carry much cash, or any at all on me. I prefer to use my bank card. I walked in with my young daughter after appts to pick up sandwiches for myself and all of my kids. I walked in to find 2 young employees ready to place my order I ordered 4 sandwiches. As I was finishing my order another gentleman walked in and placed his order. When I went to pay the card machine kept coming up with an error and wouldn’t read my bank card, even after the young employee attempted every option he knew to get it jump started and working again. He even voided the order and asked that I start over. The machine still didn’t work. Now the gentlemen that came in afterwards is also waiting to pay. They asked that he try his card. Once again the machine would not work. Now both employees are trying to get the machine to work. A 3rd customer now walks in and is waiting to be helped. I turned to him and told him their card machine is not working, but luckily for him he was carrying cash. Now both myself and the other gentleman have been standing around since placing our order with sandwiches getting soggy for at least 10min plus. The employees call their supervisor/manager or whoever she is on a video chat to get help. I am now getting annoyed, and my daughter tired of standing went to sit. The employees explain what has occurred and what they have done, but the manager proceeds to tell them to do exactly what they already tried. They had to reiterate they already did those things and the machine isn’t cooperating. On the call We could hear her perfectly fine, but she would talk over the employees because she said it was a bad signal and she couldn’t hear them well, all the while her dog, or a dog is barking loudly in the background. When she finally realized the boys have been explaining to her all the options were exhausted she proceeded to ask what kind of bank cards me and the gentleman had, as if that mattered. Then she proceeded to inconvenience both me and the other customer further by telling us we could write down our bank card information on a piece of paper and leave it with the employees. Ummm that was definitely a no for me. By this time now more customers are walking in. I was ready to leave all sandwiches and walk out, but my daughter asked that I still get them. So now after being inconvenienced and held up my only option is to drive to the other end of the Harrison shopping mall to Giant or NFCU and use an atm taking out more cash than I needed, or doing a cash back purchase, then going back to the Subway to pay. I chose to go to the Giant, ONLY because my daughter asked, and because I was now on a time crunch to get some sort of quick dinner home to my family after a long day of errands. The gentleman also waiting preferred to be done with it all and gave his card info. I do appreciate the 2 very polite young men that attempted to correct the situation, but by no fault of theirs couldn’t. What I am upset about is the fact that this location has clearly had issues with their card machine for some time now, and after having customers waiting to pay for their orders the options given to them were to be inconvenienced even more. That’s not good customer service. This location really needs to get some maintenance done, or a whole new pos system, because occurrences like this could put a bad taste in customers mouths for this Subway location as it did me. I just wanted some BMTs to go,...

This review is two-fold: FIrst is the atrociousness of the Subway app... Tried to place an order here and the app was just stuck on processing/submitting the order to this location...All the information was on my iPad in the app and I was charged for the order. That then leads to the problem at this location when I arrived. (Oh and did I mention hardly any promotion codes would work? I've never encountered that problem here with previous orders).

I arrive and find there is no pickup order on the shelf for me. Give the guy there my name and he says they don't have the order. Go to my email to find the confirmation and of course it isn't there. And since my order was done on my iPad at home I had to return home, grab it, drive back out here and I presented the order to them. "We can't make the subs if it isn't in our system" and yet I have all the details of which subs, toppings, etc right there in front of him. Can't do it even though I had been charged on my card for the order. "You'll get a credit for the order" is what I'm told. Then they decide to go in the back. Guess they just didn't want to care about their customer that spent their time and fuel twice!

Funnily enough the last time I was here picking up an order they had messed the order up where they had put the toppings for my sandwich on someone else's in my order. I'm an "All-Star" user on their Subway app and with the app problems and this location's unwillingness to work with their customers gives me a bad & disappointing...

I waited 24 hours to post this review because I emailed the email on my receipt about the experience I had at this location which was VERY below standard. The owner never responded. If I could give it ZERO stars I would. I live about 3 miles from this establishment so I frequently come here and have never in the 8 years I have lived close by ever had THIS bad of an experience. When I walked in the door I wasnt even greeted. I stood in front of my sandwich maker, Justin, for probably a good couple minutes before I had to tell him which sandwich to make. Then, he proceeded with his awesome customer service skills and huffed and puffed after every thing I said I would like on the two sandwiches I purchased. He rudely tried to rush me to checkout before one of my sandwiches was even finished being made. Im not usually one to gripe about even sub par customer service but this...