Sub City — Restaurant in Waterloo

Again! Called and ordered two sandwiches, one for me and one for my girlfriend. Last time we called, they screwed up and gave her white bread instead of wheat. She also said there was a ton of mayonnaise. Not that big a deal, especially if it's only once in awhile. So we order again, probably about a month later now. We were very careful to make sure we articulated our words and that they repeated our order back to us so we get it correct this time. Not that hard an order... number 9 and number 3. Nine on white, works with light lettuce and extra onion. Three on wheat, works with no lettuce and banana peppers. Not too complex, right? Girlfriend goes to pick it up, and when checking out the other girl who made them said to the cashier "Make sure you charge them for banana peppers" as they are probably the only sub shop I've ever seen that charges you extra for them. But we do pay for them, because we want them, no big deal. Well, the number 3 had extra lettuce and no banana peppers. The number 9 had heavy lettuce and hardly any onions. My girlfriend realizes this as she's packing her sandwich for her shift at the hospital while she's heading out the door. So we call them up. I get a guy's voice on the phone, so that tells me it's probably the manager, because I've seen him and heard him before. Good, I thought, we have someone that can fix this. I figured he might say something like "Can you bring back the sandwiches right now?" But she didn't have time for that, she was heading to work. So I purposely told him that she was heading out the door for work with her dinner in hand and what was wrong with her sandwich. He still told us the only way he would do anything is if we came down right now and brought the sandwiches so he could fix them. First off, she's heading to work. We don't have time to come down there right now. I made this explicitly known to him. Secondly, if you know this place, they take 45 minutes to an hour to make you a new sandwich. This was around 6 p.m., and there's usually like a half an hour wait. We took a picture of the sandwich, which clearly it is coated in lettuce and not a banana pepper in sight. It might not seem like that big a deal, but the point is we asked for what we wanted on them, and got almost the opposite with nothing besides wasting 45 minutes for them to remake them, like it was our fault for them screwing up. If he didn't believe us, which is what it sounded like, he could have made the sandwiches and brought them to our house and exchanged them. Only problem is my girlfriend did have to go to work right then, so she wasn't going to have dinner, which was the whole point of us stopping for these overpriced sandwiches in the first place. I just hate their unaccountability for their screw-ups. I understand that maybe some people may try and get free sandwiches or something stupid like that... but not everybody has the time to come back to that effing place and stand around for them to make more of them because they screwed up. That's the whole reason we called ahead and had them read back the entire order in the first place. And I'm really pissed off that they had the audacity to scream over "Make sure your charge her for the banana peppers!" when they didn't even put them on! Done with this ridiculous joint. And I'm not even getting into how mine was coated in lettuce and had hardly...

Good subs & good bread. However, masks not worn by the single staff during our last 2 visits! The owner seems to be a COVID denier ...

Note correction: The owner replied: "We definitely don't deny the existence of the COVID virus, but just think the threat it poses is overblown. Click on the following link [not functional] to see the reasons our employees aren't required to wear masks." Check out initial response from owner below (in fact the replies to ALL reviews that are less than positive) WOW!!! Go elsewhere.

Thanks for sharing your concern, Tony. However, your assumption is wrong. We definitely don't deny the existence of the COVID virus, but just think the possibility of catching it in this environment is very low. We have put together an informational sheet which includes the reasons our employees aren't required to wear masks. The bottom line is that in our type of carry-out only operation, the risk of the virus being spread to our customers is so small as to be negligible. Click on the following link to see the reasons our employees aren't required to wear...

Never again. Should have just not went. Only reason I did is because the one on 4th was closed. What a waste to my visit home. If it clearly shows "served hot" wouldn't the cheese be melted or asked if I want melted? #32 and had the nerve to ask if I wanted it warmed up after all the veggies added...umm no. They put it in a container and my whole sandwich is so soggy it fell apart. When I come back in town I'll just pass on my Sub if the one on 4th isn't open. Such a shame. I get one every time I come home. And no that's not bread in the pic, it's soggy bread. Like it's the same texture as dough.

Update: Because he's kinda new I'll give you 3 stars. Next time they need to just ask since people have different preferences and not every location makes sandwiches the same. Not once was I asked about these options. Also, the tone you're using is not very friendly or empathetic, you may want to work on that when replying to...