Subarama

We’re genuinely sorry that your recent experiences with us were disappointing. We understand how frustrating it is to spend your money on a meal and have it not be what you expected, especially after giving us another opportunity to get it right.When you called about the original order, the person you spoke with was actually one of the owners. She was happy to listen, apologize and arrange to remake both sandwiches because that is exactly what we want to do when we make a mistake — take responsibility and try to make it right.I’m also sorry that the interaction when you received the remade sandwiches felt dismissive or rude. Regardless of how it was intended, we never want someone to leave feeling unwelcome.I do want to respectfully clarify the concern that your most recent sandwich was intentionally made poorly because of your previous complaint. The employee preparing your food would not have known about that complaint or the previous remake. He was simply making the orders in front of him. It sounds like far too much salt ended up on the sandwich, and we apologize for that, but it was a mistake — not retaliation.Our team has been working incredibly hard through the opening of our new location. They are good people who care about what they do, but they are also human. They can get overwhelmed, have an off moment or simply make a mistake. We will always address those mistakes, but we also believe there is an important difference between a mistake and intentionally mistreating someone.We were disappointed to see multiple reviews about these same visits before having another opportunity to speak with you directly. Since you had already reached out once and experienced firsthand that we were receptive and willing to make things right, we truly wish you had contacted us again and given us the same opportunity before assuming there was malicious intent from our employees.We believe compassion goes both ways. We expect our employees to treat every customer with kindness and respect, and we hope our customers can extend some grace to the people behind the counter who are working hard and doing their best, even when they don’t get everything perfect.We’re incredibly grateful for the support and patience our community has shown us through this transition. We will continue listening when we get something wrong, fixing what we can, supporting our employees and working hard to provide the food and service our customers expect from us.We’re sorry we weren’t able to turn this experience around for you, and we truly wish you both the best.

We’re genuinely sorry that your recent experiences with us were disappointing. We understand how frustrating it is to spend your money on a meal and have it not be what you expected, especially after giving us another opportunity to get it right.When you called about the original order, the person you spoke with was actually one of the owners. She was happy to listen, apologize and arrange to remake both sandwiches because that is exactly what we want to do when we make a mistake — take responsibility and try to make it right.I’m also sorry that the interaction when you received the remade sandwiches felt dismissive or rude. Regardless of how it was intended, we never want someone to leave feeling unwelcome.I do want to respectfully clarify the concern that your most recent sandwich was intentionally made poorly because of your previous complaint. The employee preparing your food would not have known about that complaint or the previous remake. He was simply making the orders in front of him. It sounds like far too much salt ended up on the sandwich, and we apologize for that, but it was a mistake — not retaliation.Our team has been working incredibly hard through the opening of our new location. They are good people who care about what they do, but they are also human. They can get overwhelmed, have an off moment or simply make a mistake. We will always address those mistakes, but we also believe there is an important difference between a mistake and intentionally mistreating someone.We were disappointed to see multiple reviews about these same visits before having another opportunity to speak with you directly. Since you had already reached out once and experienced firsthand that we were receptive and willing to make things right, we truly wish you had contacted us again and given us the same opportunity before assuming there was malicious intent from our employees.We believe compassion goes both ways. We expect our employees to treat every customer with kindness and respect, and we hope our customers can extend some grace to the people behind the counter who are working hard and doing their best, even when they don’t get everything perfect.We’re incredibly grateful for the support and patience our community has shown us through this transition. We will continue listening when we get something wrong, fixing what we can, supporting our employees and working hard to provide the food and service our customers expect from us.We’re sorry we weren’t able to turn this experience around for you, and we truly wish you both the best.