Okay yes i’m an over thinker and do have the time to spend mulling this over as kids are at a club and I’ve got another 30mins to kill - before anyone makes fun of me for making a pointless thread.
Anyway I Think I’ve just been gaslighted by the Subway sandwich artist guy so thought i’d check here who was being unreasonable.
Name changed in case his wife or other relative is on here and he goes home and moans about me!
Ordered on the app three sandwich meals for a 3.30 pick up. Arrived and there was a queue of about 7 people. Two staff, one looked to be new and being fed instructions by the stressed looking other member.
Caught the stressed out one in a free moment while he was waiting for the toaster to go. Said i’d ordered on the app and was just here for a collection when he had a moment. He then said okay i’ll make that for you in a minute. I said Oh i was expecting it to be made already as i’d ordered online. He didn’t answer so I returned to my spot in the queue thinking he was just super stressed and must have got caught up in an unexpected rush so hadn’t had chance to make my order yet. A little annoying but no harm done.
The trainee then tries to make my order from the receipt and seemed to be getting stressed out as well. I said to him not to worry and i’d just tell him the order if it was easier. So basically i ended up having to order everything in person anyway.
Got all my sandwiches sorted then arrived at the till. Second staff member starts to ring it through so I stopped him and said I’ve ordered and paid for it all online. He then bagged up the sandwiches and says thank you then moved on to the next customer. I said it was meals i ordered and could i have three cookies and bottles. Again not a word to me. He just silently puts them into the bag.
By now i’m getting annoyed at his poor customer service skills so i ask him (exact words): Can i just check - is the app working or is it just that you were really busy that my order wasn’t ready for click and collect? He then says we don’t make the order until the customer arrives so it doesn’t go soggy waiting for them. I said the last three times i’ve ordered (same shop, different staff) it was ready to collect right away from the till. He said well they’ve been doing it wrong. So then i asked him what is the point of ordering on the app then if I still have to queue and order as I normally would had i just came in and ordered in person. He said he wasn’t sure but some people prefer ordering that way???
I said look i hope this doesn’t sound rude but I can see you’ve been really busy, so if that’s actually the reason the order wasn’t ready for immediate collection then that’s fine and understandable. He then insisted that it was procedure not to begin making the sandwich until the customer had notified them on arrival that they’d ordered online.
I again said this hadn’t been the case the last few times so if that’s the new procedure, they need to make that clearer on the app. At the most this was a 30 second exchange, if that. He then looks even more stressed and says Can i get you anything else as i’ve got a customer waiting.
So i left. Pissed off that i think he’s lied to me (but why would he do that??) and also annoyed at his shocking customer service. Subway was my first job as a 16yo and I was far nicer to my customers than he was today.