Subway — Restaurant in West Warwick

RESPONSE TO JAY AND SHAY GANG:

Thank you for taking the time to share your feedback. I’d like to provide some clarification from my side, as the situation described does not fully reflect what occurred.

To start, your visit took place approximately 20 minutes before the store was scheduled to close. At that point, I was working alone, handling all closing duties, multiple incoming online and delivery orders, and walk-in customers simultaneously. It was a high-pressure time, and I communicated that clearly by letting you know the store was busy and that I was the only staff member on shift. My intention was never to rush you, but to help you understand the urgency of the situation as closing procedures were beginning and additional orders were pending.

As for the nachos, the portion served follows company guidelines and is based on standard sizing. I noticed that you and your mother kept giving judgmental looks at the portion sizes, even though I served everything according to Subway’s measurements. I understand if the amount seemed smaller than expected, but making assumptions and then criticizing me personally was unfair and unnecessary.

Throughout the ordering process, I was doing my best to keep things moving. You both took a considerable amount of time deciding what you wanted—again, completely fine under normal circumstances—but under the conditions of one staff member, a long list of orders, and an approaching closing time, I did need to ask you to finalize your decisions so I could continue serving others and complete closing tasks on time.

Additionally, while I attempted to stay polite and direct, you and your mother continued making side comments and repeatedly tried to engage me in unnecessary conversations about how I was working alone. I explained multiple times that I was busy and reminded you that we were close to closing time. I also want to clarify that my tone may have come across as blunt, but it was never meant to be condescending or rude—I was just trying to work as efficiently as possible under the circumstances.

It’s also worth noting that your comment about my “attitude shift” with another customer is misleading. That customer was simply there to pick up a mobile order, which was already prepared, requiring no further conversation or time.

Lastly, I feel the need to point out that your complaint includes several exaggerated claims, especially about things like being “targeted” or mocked for appearance—something I would never do to anyone, regardless of the situation. If anything, I was trying to stay focused and composed while under pressure.

I understand that customers expect good service, and I always strive to provide that—even during busy or stressful shifts. However, respect should go both ways. From your tone and the way you approached the situation (as well as your apparent pattern of complaining about “nonsense”), it seems like you may have come in already prepared to criticize. If you are this particular about your food and customer service experience, I would gently suggest that you consider preparing your meals at home where you have full control.

Thank you for understanding my perspective. I hope this clears up some of the...

My mom and I just had the worst experience at Subway, and I feel compelled to share it.

From the moment we walked in—when the store was completely empty—the employee rushed us as if we were inconveniencing her. She was rude and unwelcoming, making it clear that she didn’t want to help us. When my mom and I were discussing what we wanted, the girl interrupted, demanding to know our order. Her cockiness made us feel uncomfortable.

My mom wanted to try the nachos, which were supposed to be a foot-long but ended up being a tiny container—not even the size of a 6-inch sub. When my mom pointed this out, the girl had the audacity to say, “That’s the portion a normal person should eat,” making us feel targeted because we're not the skinniest.

Then, when my mom asked for her bread to be lightly toasted, it came out burnt. While my mom was choosing toppings, the employee spoke to her as if she were a child, listing the vegetables in a slow, condescending manner. When my mom was trying to name her toppings, the girl snapped, “I’m in a rush, faster—you’re going slow.”

I could see that the store was closing at 9:30 PM, and the employee claimed she had “like 500 orders,” which seemed highly exaggerated. She got my order confused, and when I was trying to decide what I wanted, she insisted I tell her faster, making me feel overwhelmed to the point of tears.

When I finally asked about the size of a fountain drink, she just pointed and said, “Look and pick what you want.” When I showed her the cup I wanted, she answered slowly as if I were incapable of understanding, saying, “It’s a medium.”

It was shocking how her attitude shifted when another customer came in to pick up a delivery order—she was suddenly very nice to him. I can’t fathom why she targeted my mom and me. We treated her with respect, saying “please” and “thank you,” yet we received nothing but rudeness in return.

This experience was unacceptable. I understand that people have bad days, but that should never excuse poor customer service. We will never return to this location, and I encourage others to think twice before visiting. I don’t know her name I didn’t see her name tag, but that is the woman that I am...

I had ordered delivery from this restaurant. When I received my sandwich, it was cold and missing bacon. I understand that the temperature is out of their control since they use a delivery service, but I had paid extra for bacon and it was not on it. Once I was sure there wasn’t any, I contacted support. It took 3 weeks for the General Manager, David, to get back to me, and he accused me of lying. He said he watched the cameras back and saw my sandwich being made with bacon on it. I wouldn’t go out of my way to make a report for like the $2 up charge for bacon if it was there, that’s ridiculous. I’d also like to mention any time I’ve stopped in for the past 2 years the workers are very rude. If you schedule for a sandwich to be made they either make it right away so it’s sitting there for the remainder of the time, leaving it cold, or they’re late with making it. I wouldn’t order from this Subway, especially if it’s delivery, because if you have any issues they won’t...