Subway - Cedar Rapids

On January 5th, the customer service at this restaurant was excellent! I have always had great customer service at this location, and today was no exception. Wh... read more On January 5th, the customer service at this restaurant was excellent! I have always had great customer service at this location, and today was no exception. When I arrived around 7:30pm, the staff was very attentive and made sure pick-up orders were taken care of promptly. They were pleasant to talk to and worked efficiently together. The employees had good synergy, taking orders and keeping the line moving while engaging in pleasant conversation with each customer. This experience greatly improved upon my previous one-star review from a month ago. Great job! On December 8th, I unfortunately had a negative experience at this subway location. I typically love this restaurant and receive fantastic customer service, but not today around 2:30pm. I had never seen the employee working that day before, despite living nearby. He seemed to go out of his way to provide poor customer service. When I walked in, he was sweeping behind the counter. After waiting for him to finish, he continued sweeping for another minute or so before going to the back room. Upon returning, he still did not acknowledge me and had a strong odor. When I placed my order, he flattened the bread with his hands, which I found strange. Overall, it was a disappointing experience compared to my usual visits to this location.

I visited the Subway location in Kirkwood on 9/15/21 at around 7:30pm. I ordered a footlong sandwich, ate half of it that night, and saved the other half for lu... read more I visited the Subway location in Kirkwood on 9/15/21 at around 7:30pm. I ordered a footlong sandwich, ate half of it that night, and saved the other half for lunch the next day. When I took a few bites of the sandwich the next day, I discovered hair in it. I immediately called the location and asked to speak to the manager or supervisor. The person who answered the phone laughed when I told her about the hair in my sandwich and said that it's something that can happen. She mentioned that the food industry has been facing challenges, but I found it disrespectful for her to laugh at my unpleasant experience. I provided details about my visit, including the time, total of my order, and that there were three male workers that night. I expressed my disappointment that the employees were not wearing hair nets or properly handling their hair while preparing food. This location used to be my favorite, but I will not be returning after this incident. I did not receive an apology, only excuses and interruptions when I tried to speak. The person on the phone assumed I wanted free food, which was not the case – I just wanted the issue to be taken seriously. It is important for restaurants to listen to and respect their customers' concerns. This experience has made me hesitant to visit any Subway location in the future. Sincerely, a very disappointed customer.

**Review Update** **Date: 1/5/22** I had an outstanding experience with customer service today! As I've mentioned before, this subway location typically exc... read more **Review Update** **Date: 1/5/22** I had an outstanding experience with customer service today! As I've mentioned before, this subway location typically excels in this area, and today was no exception. I arrived around 7:30 PM, and the staff was incredibly attentive. They ensured that pick-up orders were promptly handled, so customers didn’t have to wait in line. It was refreshing to have friendly conversations, and the team worked efficiently together. The duo on staff showcased great synergy, keeping the line moving while engaging warmly with each customer. This visit certainly redeemed the disappointing experience I had a month ago, which earned my previous review a one-star rating. Kudos to the team for a fantastic job! **Original Review** **Date: 12/8/21** I'm reluctant to write this review because I genuinely love this subway location and have always enjoyed excellent customer service—until today around 2:30 PM. I encountered a staff member I had never seen before, and unfortunately, he provided the worst service I've experienced. When I walked in, he was busy sweeping behind the counter, and after waiting politely for him to finish, it became apparent that he was ignoring my presence. He continued sweeping for what felt like an eternity before disappearing into the back room. When he finally returned, he resumed sweeping, and another employee had to point out that I was waiting. This is when he finally put the broom down and just stood there without saying a word, prompting me to start my order. As I began to explain my request, I noticed an unpleasant odor coming from him—something I don’t usually pay attention to, but this was quite noticeable. Once I placed my order, he flattened the bread with his gloved hands, which I found a bit unusual, but I shrugged it off. However, my eyes widened when he tossed the pepperoni and salami slices into the sandwich like a frisbee—his annoyance was palpable throughout the entire process. As we moved to the veggies and toppings, I found myself having to repeat my requests multiple times. He seemed frustrated that I wasn’t rattling them off quickly enough, yet he constantly forgot and asked me to repeat them. I refused to list out three items at once when he continued to forget them. Additionally, he kept darting back and forth to the register for some reason, pressing buttons between adding toppings, which only complicated things further. When we finally got to the register, I realized I was still waiting for my drink cup. I had mentioned needing it at least twice before he chose to engage with a new customer behind me. I reminded him about the drink for the third time as he started taking that customer’s order. He finally walked over, maintaining his annoyed demeanor, let out a loud sigh, and plopped the cup onto the table. It felt incredibly disheartening to be treated as an inconvenience for simply asking for what I requested. I can't recall ever encountering customer service quite like this. It really felt as if he was trying to exert minimal effort. I adore this subway and hate that employees like him could tarnish the experience for others and the overall reputation of this location.

The employee named Phoenix lacks competence and delivers below-average customer service. read more The employee named Phoenix lacks competence and delivers below-average customer service.

I ordered my sandwich through the app an hour in advance. When I arrived at the store, my sandwich wasn't ready. One of the staff members made two sandwiches, t... read more I ordered my sandwich through the app an hour in advance. When I arrived at the store, my sandwich wasn't ready. One of the staff members made two sandwiches, then touched the counter, opened paper towels, and wiped his sweat before handling the register. I politely asked if he could change his gloves before touching my sandwich, but he seemed to have an attitude in response. I'm just concerned about hygiene and how germs can spread.