Cousins Subs ends free sub promotion after overwhelming response

Cousins Subs began a campaign Monday that offered a free sub to anyone who signed up for its text program.

But the response was so overwhelming for the Menomonee Falls-based sandwich chain that it had to end the offer.

"As the promotion gained traction, we encountered some unexpected challenges related to the volume of participation." Cousins Subs announced late Tuesday afternoon on its social media channels and through an email. "Regrettably, we are unable to continue this offer as originally planned.

"To customers who enrolled in our SMS program between 1/29 and 1/30 and couldn’t redeem the offer, we appreciate your participation. Considering the unsustainable operational impact, we ask for your understanding as we prepare additional communication regarding a makegood offer."

Cousins Subs public relations manager Kristen Tracy​​​​ wrote in an email Wednesday that those who signed up and received an offer code for a free sub will receive an offer for a free sub in the future. The message will be directly texted to the number used to sign up.

"Our priority is to ensure the best experience for our customer and our dedicated staff members, while also maintaining our quality standards," Tracy said.

Two cousins, Bill Specht and Jim Sheppard, opened Cousins Subs in Milwaukee in 1972.

"We understand that this may cause disappointment, and we genuinely apologize for any inconvenience or confusion this may have caused," the company's announcement said. "Our intention has always been to provide a positive experience for our customers and to reward our most loyal guests and are truly sorry for falling short of both your and our expectations."