a copy of a letter I just sent to a Quizno’s franchise in Kingwood, TX, and to its franchisor

Dear Quiznos,

What an unholy failure it was to get an order at your restaurant on Monday evening (1/25/10).

At about 6:15 p.m., my 6 year old son and I pulled up into the parking spot right in front of your store.  I looked to my right and I saw the two white pillars with the white bench-like structure.  You know the one.  Upon it were perched two unkempt looking teenage girls smoking cigarettes.  Feet up.

“Not unusual,” I think.  “This is Kingwood; it’s full of teens.”

These two don’t even look at me and my son as we approach the door to go in.  We enter a completely empty store and walk back to the order counter.  We wait.  60 seconds.  Nothing.  Then I hear the front door of the store open.  One of the smoking girls comes in, removes her jacket, and proceeds to put on her latex gloves (SKIPPING WHAT IMPORTANT STEP, CLASS?)  Ah yes.  The hand-washing!  I understand that the gloves do an adequate job protecting from germs, but this is just disgusting, not to mention against the freaking health code.

I decided to NOT quiz this little darling on proper hand-washing technique.  I simply waited for her to come take our order.

“For here or to go?” was the dry attempt at first impressions from your employee.  NICE.

“Um.  To go,” I managed, resisting every urge to take her to task about  . . well . . everything.  “Just a small turkey with cheddar on white, mayonnaise only please.”

She made the order, bagged it up, and we went home.  When my son had taken a few bites, it dawned on him.  “Daddy, this doesn’t taste like turkey, exactly.” I looked in his sandwich.

Tuna.

Nice job, Quizno’s.  Your sandwiches have always been decent, but they can’t survive your piss-poor service.  I don’t blame your weak staff as much as I blame whatever managers/franchisees hired – and failed to train – this frumpy ingrate you call an employee.  In a time where impressing customers is of the highest importance, you’ve managed to lose one for life.  I’ll get my sandwiches somewhere else, and will share this story with anyone asking, “Hey, what’s for lunch around Town Center?”

Thanks anyway,

Jeff Timpanaro

Post Script:  This was the second of two miserable failures in two weeks by a Quizno’s franchise.  The first happened when I dragged my two toddlers through a pouring rainstorm to get a sandwich at the Humble location.

As we entered, an un-uniformed girl doing prep just looked at us and said, “Oh, it’ll be another 10 minutes until we’re open.”

It was 10:50 a.m.  The sign said OPEN 10 a.m.  Instead of arguing, I just shrugged and said, “OH.  THAT’S not going to work,” and bailed.

You don’t need the moral of the story here.  Just had to vent.  Yes I believe in 2nd chances but maybe not 3rd & 4th.  Get a clue Quizno’s.  Are you listening?