Complaints

• Initial Complaint

  12/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Delt with a bait and switch in one of your franchisee restaurants, Received a mailer with coupons, went to the subway official app to confirm that both this franchisee would accept the coupon and the sandwiches I chose would be eligible for the coupon. Orderd a "Sweet Terriaky Chicken" and a "Rotisserie Chicken" Footlong Sub. Both of these subs are classed as "Classic Sandwiches" in the subway app. Entered the store placed my order and built the subs, when arriving at the cash I was told the "Sweet Terriaky Chicken" Is not a classic sandwich. By that point I was left no choice but to purchase the subs as they had already been prepared and I didn't want to make a scene and embarrass myself. The franchisee told me this is an issue with corporate. Reached out to corporate ******** page and was given a generic response stating Subway franchisees have the choice to opt in or out of coupons when they chose. This is a classic predatory bait and switch technique and should be illegal. It cost me and extra 10 dollars for me food and during these difficult financial times could have been served better elsewhere. I have both timestammped screenshots to prove that this franchise is accepting coupons and that both sandwiches I ordered where part of the promotion. I cannot fathom the idea of others falling for the same tactics and wanted to seek a resolution for not only myself but others in the future as this is absurd. I understand 10 dollars is not a large sum of money however the restraunt is opted into the coupons and is not honoring them. The coupon in question is the BYO 2 Footlongs for 17.99 with taxes should have been 20.50. I paid 27.00$. Thanks for all and any help you can provide as I have yet to be helped in this regard. The restaurant in question is located at 1400 Kingsway, Unit 3, Sudbury Ontario. Store# 23113-0 If any other information is required let me know and I'll be happy to provide it!

  Business response

  31/05/2023

  As discussed with ******** today I would respond directly to the ****. 

  As discussed the coupon at the time did not work online or at the store level. It is now working at the store level, The coupon state that the BYO or classic menu is available for this offer. Since the coupon was released the wording on the menu has changed and may have caused this issue. 

  Unfortunately at the store level we are unable to change the coupon and how this charges as this is downloaded into the POS systems. 

  After speaking with **** today I personally met and dropped off a gift card for $20 that may be used at any Subway location of ****'s choice.

  Attached is the Text that was requested from **** to show receipt of the gift card . 

  I trust that this will be satisfactory on all parts to be able to close this case file. 

   

  Thank you 

  ***** ****** 

  Customer response

  01/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩