Complaints

• Initial Complaint

  11/06/2024

  Complaint Type:

  Facilities Issues

  Status:

  Unanswered

  More info

  On October 4 I sent an email to there coorporate office regarding there app because I went to there Glendale location to redeem a deal that was on my app it was an 8.99 Footlong Meal Deal I approached a female employee I asked her about it cause I wanted to order it and she says to me that you have to order it online? when on the app it didn't indicate that I also spoke to a female manager and she said the samething that you have to purchease the meal online when I showed her the deal on the app and it didn;t indicate anything about purchasing that meal online then I emeiled there coorporate office and this is the response I recieved " Team Subway This email was sent by the organization that owns the logo shown. www.medallia.com From: ******************************* To: *** **** Sat, Oct 5 at 11:26 PM Dear *** ****, I want to take a moment to thank you for contacting me and sharing your feedback regarding our mobile app. I apologize that you had a negative experience with our app. I appreciate your feedback and can assure you the team that is responsible for the app has received this information and will take it into account, as we are always looking to improve the quality and functionality." Thank you for choosing Subway® restaurants. Team Subway Manager As you can see they want to scam there customers and deceive them Subway needs to be investigated for there negligence and for again scamming there customers on there app

• Initial Complaint

  11/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have had several issues with Subway over the past year. There has been multiple times I've placed orders that were made wrong and have also had terrible experiences in the restaurant (including an employee trying to fight customers). I have filed several tickets with their support and have gotten ZERO response. There is no way to call them, no way to email them directly, nothing. They have NO customer services what so ever. They only have the ability to file a ticket online, that is the only option. Now they owe me a refund because they were out of bread and I didn't get my order. I'm not getting answered about that either. So not only have the ripped me off in the past, I pretty much just got robbed now. I've learned my lesson, I don't know how this is a legitimate business....

  Customer response

  11/05/2024

  I have received the refund, however there has been no reply back from Subway corporate. This isn't the only issue I've had with Subway when it comes to complaints and issues. There are 2 other submissions that have never even been acknowledged that happened within the past 6 months or so. I had to end up going to the store and talking to a manager which took more time and money out of my pocket. Something needs to be done with their customer service issue, well lack of customer service may I say. I don't want any compensation from them, I just want this fixed. There are way too many similar issues you can find online regarding Subway.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I contacted the store area supervisor and GM three times now. Virginia area supervisor told me she would make the order right. I emailed her back and asked her what she was going to do to make it right. I have not received anything. I ma very much into customer service and this is not acceptable. Below are the messages. Dear ****** *****, I want to take a moment to thank you for contacting me and to extend my apologies for the less than ideal experience that you had in my restaurant. I understand that your recent visit did not meet your expectations due to questions about the pricing of certain menu items. I know that I have let you down, and for that, my team at this Subway® restaurant is truly sorry. I am always looking for ways to improve the experience for my customers and I shared your feedback with my team to prevent this from happening again. Please come back at your convenience and we will fix this order for you. I'm sorry this happened Thank you for choosing Subway® and we look forward to seeing you soon. Virginia L**** Supervisor Thank you for your response. I am 100 percent into customer service. My son was trying to surprise me with supper, the app said one thing, and then they charged him another thing. I looked into it and it looked like that deal was not available at all restaurants, they should have never made him take the meal. We can't afford $25. for 2 sandwiches. Then all he got was one bag of chips, not two or drinks. I feel like I was overcharged about thirteen dollars. How do you plan on making this right so that I will know. Thank you for your time, ****** was wondering if you received this. I asked you how you were gonna make up for when you offered. Please respond. This is the second email. Thank you ******

• Initial Complaint

  10/18/2024

  Complaint Type:

  Facilities Issues

  Status:

  Unanswered

  More info

  On sunday , oct. 13th 2024, at about 12:50pm i placed order online to be picked up at 2p. My credit card was charged $9.52 and i received my confirmation email for order placed. When my friend went there to pick up order that was already paid for, employee/manager there told him there was no order in my name. We were on the phone and i told him im looking at the confirmation email. They asked if i placed it at the right store. I told him to thell them i did and repeated my address and they're address that was on the email. Needless to say they said they had no order for me and that they couldnt give me a refund since i ordered online or through the app. Had to call the app directly. The app has no direct number for customer service. You have to fill out form and they will pass on information to whoever. I sent email that same day and i got the standard generated email, "we received your request, do not reply to this email". It's oct. 17th 2024 and i have yet to receive a call or email from subway. This complaint is about the app or online ordering and corporate customer service and not about the restaurant itself since they have no control over the app.

  Customer response

  10/18/2024

  Actually i don't know if this was a coincidence or they received an email or letter from you that quick but the same day i filed complaint with BBB the owner of the franchise, the email said company owner Jay ****, emailed me wanting all my order information so they could issue me a refund. So i guess I'll check my credit card statement and see if it has been refunded yet.

  Customer response

  11/05/2024

  Have you heard anythinf from subway. Its been over 2 weeks since i contacted them through their app which is the only way to contact them. I received an email from the owner a few minutes after i received the BBB response from my initial complaint with the owner wanting all information about my purchase so he could credit my account but as of today 11/5 my account still hasn't been credited

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had multiple gift cards stores in the Subway app for more that $200 . Some one raided my account and stole all of them . Since there were multiple I do not have the gift card numbers. Is there a contact number where I can talk to someone . This is purely a case of Fraud!! Some one went into my account and used all my gift cards . Please I want to talk to someone so that my money is restored. It is very hard earned money I have sent this message to Subway multiple times but no response. There is no phone number to contact them. The only number I have ###-###-#### which i tried several times but not one comes on the phone. I have asked them top contact me vis phone but no response . I am attaching the email.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We ordered two Mexicali footlong subs, which were supposed to include avocado, a variety of toppings, and two sauces on the side, as clearly indicated on the receipt. Unfortunately, both subs were missing the avocado, the sauces, and possibly several other toppings, leading us to discard them. When I contacted the owner, he did not offer a refund; instead, I had to request one. This issue occurred on October 1, 2024, and as of today, October 6, 2024, no refund has been issued. Upon checking with my credit card company, there is no indication of an incoming refund. The owner was uncertain about the timing of the refund, and to date, I have not received it. I am requesting the Corporate office to investigate my complaint about this location (Restaurant #*****). I want to ensure these issues are addressed for future customers who might face similar problems at this location: 1. I called the store at 2:06 PM on October 1st to ask for a refund, but no one answered. This has been a recurring issue at this location, as no one ever seems to pick up the phone. I urge the corporate office to test this by calling the store themselves. I have no issues reaching other locations. 2. The owner of this location is not customer-centric and is quite rude. I suggest the Corporate office send a mystery shopper to experience this firsthand. Additionally, the owner has not managed the store well; the oven was broken for several weeks in the past, affecting customers who prefer toasted subs. Many customers left upset because it took a long time to fix the oven. 3. The owner does not issue refunds and tells customers to request a dispute instead. I hope the Senior Corporate Executive Leadership team can resolve all three issues I have expressed here.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Through the subway website I created a BOGO (buy one get one) order for a foot long sub. After I made all my selections, I'm greeted with an immediate error prompt that says "Error: Sorry, qualifying items are missing to redeem this offer, or a better deal has been applied." There is no logic behind this, nothing in my order is relative to this error. There's no way to contact the company headquarters by phone or email. Completely sealed off from any communication. When I showed this to the people at the store they pretended not to speak any English, or know where the manager was or when they would be back or how to contact them. I have my receipt and I want them to honor their offer and explain to me why this error was created and why they have non English speakers running the store and handling the food with no supervision.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I tried to make a purchase at several Subway locations with coupons in ******* **. The coupons expired on September 30, 2024. I tried to present the coupons before September 30, 2024. The Subway locations in ******* ** would not accept the coupons. The coupons were mailed through the ****** ****** ****** ******** The managers at Subway refused to accept the coupons. Why is Subway issuing coupons through the mail but management at Subway locations refuse to accept the coupons? Thank you.

• Initial Complaint

  09/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My Subway app was taken over by people in ****** (I live in ** for reference), they were able to spend around $18 - this is not the issue. The issue is Subway has no way of reaching someone to report fraud, my account is still tied to my email address however I am now not able to access Subway.com AT ALL. I have gotten about 6 emails of these people changing the names on my account, filling up the cart in an attempt to place an order - it's ridiculous. I attempted to reset the password so I can ultimately deactivate the account, now the website is doing this: Access Denied You don't have permission to access **********************************************" on this server. Reference #1****************************** ************************************************************

  Customer response

  10/03/2024

  This is still happening and now whoever has my account is trying to secure it even though it's still tied to my email. I've tried to do my own password reset again but the site is still shows the errors I attached originally. Nobody has reached out from Subway at all.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Placed an order of 3 Cold Cut Trios on the subway app. Paid for the order. Picked up the order. When I got home I discovered that none of the sandwiches had meat, none of them had mayo as requested. This is the worst case of gross negligence I've ever experienced from a restaurant. Placed order on September 19th from store # ******* ***** ****** ***** ********* **. Transaction # ******. Total $28.13. Inflation is too high to waste money on bad food and poor service. Kindly refund my money. I will not be visiting this location again. Very disappointed.

*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. ↩