I’ve been a regular Subway customer for years. Visiting Subway every few weeks, especially for my favorite Chicken Tandoori Wrap, has been a routine I’ve enjoyed. However, my recent visit to the Wuppertal Hbf branch left me feeling disappointed, frustrated, and questioning whether I’d continue my loyalty to the brand. Here’s why.

Changes in Portions and Miscommunication

When I arrived at the Subway in Wuppertal Hbf, I ordered my usual Chicken Tandoori Wrap. I noticed immediately that the server used a smaller scoop than usual for the chicken portion, barely filling it, and warmed it up separately in a tray. Concerned that this was much less than the usual amount, I politely asked if I could get an extra scoop of chicken, fully aware that it would be an additional charge.

To my surprise, the server responded quite rudely, almost as if my request was out of line. He reminded me that extra portions were chargeable, but even after pouring second scoop which he did not even filled properly, the portion still seemed quite small. My husband asked if they had recently changed the scoop size, as it didn’t seem like the usual portion.

Escalating Tension and Rudeness from the Server

Our inquiry was met with irritation. Instead of clarifying, the server raised his voice, insisting that this was the standard portion size. When we explained that we only wanted chicken, jalapenos, and cheese, he made an unprofessional comment, saying that since we weren’t getting vegetables, the wrap would naturally seem like it had less filling.

At this point, it was becoming clear that the situation was escalating unnecessarily. Rather than just addressing our question, the server continued speaking loudly and even started questioning us in Hindi after learning that we were from India. The atmosphere felt tense and unprofessional.

A Confusing Gesture and an Unexpected Offer

Oddly, when we prepared to pay, the server suddenly said he wouldn’t charge us for the extra chicken. My husband and I insisted on paying the extra amount, as we hadn’t expected any free service, just a courteous response. Yet, he insisted otherwise, almost as if he was doing us a favor. This left us feeling more uncomfortable than appreciative.

Reflecting on Loyalty and Customer Service

While this might seem like a minor incident, it’s made me reconsider my loyalty to Subway. When I think about what keeps me returning to any brand, it’s not just the product itself but also the experience of being treated respectfully as a customer. A simple question about portion sizes, instead of leading to clarity, was met with an unnecessary confrontation.

Conclusion: Why Customer Service Is Crucial

A good customer experience isn’t just about fulfilling an order; it’s about ensuring that customers feel heard and respected. Small gestures—such as answering questions politely—can go a long way. Unfortunately, my experience at the Subway in Wuppertal Hbf did the opposite, leaving me reluctant to visit again. For any brand, especially one as widespread as Subway, every interaction matters. Here’s hoping they remember that, as they may lose loyal customers if they don’t.