Subway — Restaurant in Whitehall

“Let your words be seasoned with salt...” — Colossians 4:6 So here it is, plain and unfiltered:

I recently returned to this location, only to be reminded why I stopped coming in the first place.

When I arrived, the store was relatively quiet — just a couple dining in, no one else in line. One of the sandwich artists (Kota) was removing bread from the oven, while assisting a couple who had an issue with bacon on their sandwich. To Kota’s credit, she showed the right heart and was willing to remake the sandwich after discarding the incorrect one.

But then came the breakdown.

Another employee — a woman of Indian ethnicity, whom I’ll respectfully refer to as the “Lead” — publicly told Kota not to remake the sandwich, claiming the error wasn’t Subway’s fault. Whether or not that’s your internal policy, this much is clear:

Discussing employee disagreements in front of customers is unprofessional and disruptive. It shifted the atmosphere from service to spectacle.

Now I’m still standing, waiting to be served. The line starts forming. Instead of action, there’s a huddle… and more delay. Time elapsed: 12 minutes.

I finally begin to place my order — when the previous customer returns to calmly ask if their sandwich would be remade. The Lead worker interrupts him mid-sentence with a tone so sharp it cut the air.

RUDE AS HELL. (Yes, I said it — and I meant it.)

To her credit, Kota tried to support her coworker, but that wasn’t the moment. The customer maintained his composure and responded,

“Now you're being rude. This isn’t an argument — my wife simply didn’t see the bacon listed on the special.”

Time elapsed: 17 minutes.

At this point, I turned to Kota and said plainly:

“I need you to focus on my order, please. I’m on a schedule.”

Her reply? “These customers today...” She didn’t get to finish — because I left.

As I walked out, the Lead offered a half-hearted apology. I responded,

“You don’t mean it.”

Training Lesson for Subway: When an issue arises, DO NOT have debates on the floor. Handle concerns with discretion and professionalism. If your team is punished financially for honest mistakes — then perhaps the real mistake is where they’re working.

Respect customers. Serve with urgency. Maintain integrity. If the job is a burden, then leadership should lead — or step aside.

As a 30-year professional with experience in:

Leadership & Management

Retail & QSR

IT Security

Corrections & Conflict Resolution

…I can say this with full confidence: The customer is not the problem. The lack of order is.

I came in for a sandwich. I left with a sermon. Fix the system. Honor your employees. Respect the people who keep the doors open — your customers.

Signed, A man who loves truth more...

I would just like to say, I placed an online order on 3/7 around 7:30pm. I came to pick it up. I saw subs in wrappers sitting on this little cooling rack near the register with receipts attached. I went to look for mine and the employee with reddish colored hair said “AHT AHT I’ll take care of that” as she was reaching towards my hand as I was looking at the receipt that read my name. Then she asked for my name, I gave her it and she put the subs in a bag and just laid them on the counter. To which I said “have a GREAT day!” And she responded to her coworker “ohh she mad” and then I walked out. I come in twice a week and the same employees are working. They have zero customer service and are just RUDE. I work in customer service, and know great customer service when I see if, and this was not that. I will never return to this subway. I’ll drive the extra distance to a different one who respects their customers. Also, I find it funny how the bottom of the receipt it reads “leave a 5 star review and POSITIVE comment on DD and get emailed a free coupon” like that is just not necessary if you serve good food/customer service, as if you did, customers would leave one regardless. Without your customers there would not be a subway or this store. Always...

My visit to this location was on 8/7/2024 a 10pm. The food was ok. I wanted my flat bread toasted. I had to come home and toast it in the air fryer. The service was quick but I was turned off at the fact that the ladies in there were half dressed. One looked as if she did not have shorts on, her shirt was longer than the shorts. Also the fact that they did not have PANTS on but had on VERY SHORT SHORTS while working around food and hot equipment was beyond me. Upon walking in the ladies who were working was conversing with a group of guys who looked as if they was not actually there to order food. They seemed to be there to flirt & chill with the ladies while they should be actually working. Also the ladies looked very young and was working late (@10pm) I think that is a safety issue for any women to work that late and be dressed the way they were dressed. I would SLAP the H3LL out of my daughter if she went to work in super short shorts. I doubt I will order from there again. Glad I ordered my food online so I didnt have to stand there in disgust...