Cousins Subs — Restaurant in West Allis

Service is getting worse than before. I understand it gets busy, with on line orders and everything. When I was there in drive through, there was 4 cars ahead of me in line, but the lobby was empty. I waited about 10 minutes till I got to the menu to order and when I got there the lady told me it’s gonna take about 10-15 minutes before she can EVEN TAKE my order. I waited, finally ordered, got to the window. There was no cars ahead of me and I waited for another 15 minutes for my order. I only ordered a 15 inch club sub with extra mayo, small fries, and a chocolate shake. I seen they had two people working on sandwiches one lady in the drive-through window taking orders. One boy watching the other two making the sandwiches. I don’t know if he was in training,and a lady getting drinks together. When I receive my order, my fries were cold. “You know how cousins usually wraps a 15 inch sub sandwich with the paper.” Well, he only wrapped it with one paper and all the oil was coming through in the bag by the time I got home. He didn’t tape it or fold it so when I pulled it out of the bag, it fell through the wrap. He didn’t put my extra mayo on there. But he did put extra onions which I didn’t asked for. “I think he put a whole onion on there!” He never cut the sandwich in half, he left it whole. So somethings wrong at this cousins, because with wait times, with drive-through pick ups orders. Your employees can’t handle it and also aren’t being trained well! Yes, it is managements fault because of the employees not being trained well and they can’t handle their duties ,management supposed to take care of it and that’s not being done. Cousins needs to train their management properly too! Because if management isn’t doing their jobs that means COUSINS you’re not doing your job!!!! Because I don’t want no more onion club subs and I don’t think anybody else...

The choice that was made by an employee was awful and unsanitary. It is disgusting to take food from one customer and serve it to a different customer. The original order should have been either thrown in the trash or left on the table with the other customers. My order should have been re-made. This entire ordeal lasted about 20 minutes.

The following is what happened. I placed my order, I paid, and then I waited. Fifteen minutes went by, an employee asked me what I was waiting for. I reminded them that I had already ordered, and paid, then I told them of what my order consisted. The response from the male employee was "oh we already served that." Apparently, they had given my order to another customer. The female employee, standing next to him, was absolutely confused about what she was doing and had gotten multiple orders mixed up. She actually said aloud "ok, what am I doing?" with multiple bags in front of her. The male employee then comes from behind the counter, walks over to a table in the dining room, where two guests were seated and eating their food, he takes my food from those guests, walks back behind the counter, does something with the wrapper on my sub and puts a fresh sticker on the outside of it; that is what let me know that the seated guests had already removed the wrapper. The employee then puts it into the bag and hands the bag to me. I looked inside of the bag and saw that the lid the other container was crooked as if it had also been opened already. I told the male employee all of this and his response was argumentative. I shut it down and told them that I wanted a refund. The female employee continued to stand there staring in confusion. So, yeah, it was a pretty disgusting experience.

I have already filled out the survey on the company site and requested that...

On April 23, my fiancé went to pick me up a turkey sandwich and a root beer. He placed his order in the drive thru at 8:28pm. It took quite some time before he even reached the window to pay. When he did they gave him the root beer and asked him to pull arond to the front and they would bring it out. He waited over 30 minutes before someone came out to apologize and tell them they forgot about him. They said they would make the sandwich and credit his payment back to his card. During that wait, he did attempt to go inside, but the doors were locked. This is probably what prompted someone to come out at some point because he said after that the employees were all inside staring at him. The building has all glass windows, so it wasn’t like they couldn’t see him out there the entire time. He waited 5 minutes then 10…he went inside as another employee was leaving to see what on earth was going on. When he walked in, one employee told him they were closed. This was now at approximately 9:15pm. My fiancé told him he already ordered. It was then that the same employee apologized and said she forgot about him again!!! They made the sandwich and wrapped it with what looked like their eyes closed. After this whole ordeal the ice had melted in the soda. Meanwhile the other food he picked up before causing for my 3 year old daughter was cold and she didn’t eat until after 9:30pm. To top it off, my fiancés card was never credited. We’ve attempted to contact Cousins on their website is at the contact us tab 3 times with no response. I’ve also emailed a previous customer service rep who has emailed me in the past on an incorrect order and also no response. WILL NOT BE...