Subway Sandwich Shop in Pensacola, FL @ 13019 Sorrento Rd, Pensacola, FL

I recommend never visiting the Subway Sandwich Restaurant in Pensacola, FL located at 13019 Sorrento Rd. Don't get me wrong, I love Subway sandwiches. The reason for this review is the unreasonable, unwarranted, unbelievable treatment I received when requesting a refund at the location mentioned. I found a hair in my sandwich. So, one would think a restaurant, an eating establishment would refund the cost of the meal. Right? Not this location.

Here is my story. I generally purchase the club with roast beef, turkey and ham. When walking through the line, I will ask for Italian bread; toasted, no sliced cheese. But then I go heavy on the veggies. When going farther down the line, I ask for and simply salivate at the sight of shredded lettuce, tomatoes and ask for more, more and then extra slices. I have them place onions on top of the tomatoes, then add pickles, olives and if I'm really in a mood for excitement or challenge, I add banana peppers. I then have them add lots of grated parmesan cheese with extra sprinkles. Next is the oil & vinegar, salt & pepper, and then a smidgen of mayo and mustard.

When they finish piling everything on top, the sandwich has to be tied together before it can be wrapped (Just kidding!) They do, however, have a hard time getting it to stay together while they wrap that special paper around it before placing it in the bag. I've had many customers in line behind me compliment the sandwich and some have even asked the preparer to duplicate their order with the same request. I don't know about healthy, but I know they are delicious.

On September 21, 2011, I visited Subway No.12579 located at 13019 Sorrento Rd in Pensacola, Florida. The store is in a strip Mall to the east of Winn Dixie, the anchor store. This Subway location generally has had mostly males serving their customers. On 09/21/2011, I visited early morning after performing a bank audit in Foley. I decided to stop by this location and pick up a sandwich on my way back home.
When I enter a restaurant, I always take note of the cleanliness and then look around for anything that would make me not want to purchase food. The location was very clean and everything seemed to be fresh. Subways are known for their fresh veggies.

When entering, a young man came from the back and asked if he could assist me. I noticed that he did not smile. However, his Subway attire was clean with the exception of a few white spots in front. Being that the Subway employees are also the same ones to prep the veggies and other food items, its expected that at times, you might see a little drop of something here or there. And me, with my unreasonable attitude of cleanliness, I will allow one or two spots. The only thing I had a slight problem with was his personality. He did not appear to be too friendly! He did not smile! He went about his business asking me for the items I wanted and how I wanted my sandwich prepared, but never a smile crossed his face.

I kept a close watch on how my sandwich was prepared. After completing the preparation and finally wrapping and bagging my sandwich, I was prepared to hand him my credit card. He performed the necessary transaction, gave me my receipt and out the door I went.

Now, I normally eat off a sandwich this large a couple of days. I ate 1/4th of my sandwich when arriving home that day. I savor the taste with Lays potato chips. Sorry, but I simply love the sandwiches.

I did not eat another portion or attempt to eat another portion until yesterday morning. When I had eaten about halfway through the second section of the first half, I found the hair in my mouth. Now this is disgusting to say the least. However, I did not become angry. I found the number to the store, which was not on the receipt. I called and heard an automated announcement, similar to the ones you hear on cell phones. There was no Subway announcement. I called again to make sure I had the right number, hit the redial and this time a young female answered the phone. She was very nice and stated that she could not do anything about the problem, but advised that the manager would be in the next day around 11am. She asked me to bring in the uneaten portion of the sandwich and stated I could get a refund.

I thought about the time and decided I did not want to cause them a problem by taking a half eaten sandwich in during their rush hour. So I waited until after 2pm to take the half back and get my refund. When I arrived, the same female who took the call was there, stated I could get 'half a refund since I had eaten half the sandwich.'

I was shocked. I would have eaten the entire sandwich had I not been disgusted by the presence of a hair in my mouth when eating what I thought would be at least a free from foreign objects or relatively clean sandwich.

When I refused to accept half, she then went to the back of the restaurant. The manager came out and again, there was no smile, no apology, no interest in making me feel valued as a customer, nothing that said, we are sorry we gave you a contaminated sandwich. Just, you ate half of the sandwich, we will give you half of the money back now that you have returned the uneaten half. Do you think they would have given me three fourth of the cost back had I regurgitated the portion with the hair back up and brought it back to them? I'm sorry, but I wondered about this all the way home.

The manager said, "I spoke with the owner. He said that we could refund you half of the cost back when you returned the uneaten half of the sandwich." Has anyone at this location had a class in customer service? I do not think so. I do not think even the owner is aware of the 'Art of Customer Service.'

Is this the way businesses are run today? I wonder if the franchise would agree to the owners treatment of me or any customer being treated this way. You would think in this economy, with businesses trying to gain customers, the owner would be doing everything possible to keep loyal customers. My only assumption here is the owner has been burned so many times they feel they have to antagonize customers, they could care less about customer service or they feel they simply do not have to worry about making money.

Now, I do not want to cause Subway as a whole, any problems. But, I do want the world to know about the customer service or lack thereof at this location. So, if you're ever in Pensacola and feel the overwhelming desire for a delicious Subway sandwich you might think about traveling just a little farther down the road past 13019 Sorrento to the next Subway which is across from Wal-Mart at the corner of Blue Angel and Sorrento. Perhaps they are a little more aware of how to treat their customers.