Restaurants
Estep & Company, Inc.Headquarters
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Footlong had a 6 hair strand in it and I took it and the cookie back and the employee said I could only refund online however the app doesnt offer that option and the store wouldnt be in until 9/27/24 and the customer service phone number doesnt allow to speak with anyone and the manager said she would email the company tomorrow and then it would take approximately 1-3 business days for a refund.Business response
09/27/2024
Good afternoon! We received the complaint from the guest instore on 9/26. The store took the customer's information for a refund to be processed through me at the corporate office. I processed the refund this morning with a refund of the full amount back to the customer's card. We apologize for any inconvenience our guest may have experienced. This will officially close out this open complaint.
Best,
Sarabeth
Initial Complaint
07/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
As soon as I walked into the door I was ******* to the bathroom ****** began screaming at me ARE YOU HERE FOR PICK UP OR PLACING AN ORDER AGGRESSIVELY. I said I am here to use the bathroom. She was aggressive and rude the entire time. Asking me if I wanted whip cream on my shake it was an online order I should not have to verify my order in store she gave me a constant hard time so I asked to cancel my order. She refused.Initial Complaint
05/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order for a sandwich and the 5.00 cookie. This order went thru DoorDash. The store was out of cookies and never said this when the order was placed. I was charged and would like a 5.00 refund(plus tax)I have sent an email twice thru subway.com as directed with no responseCustomer response
05/22/2024
******************
trussville , Al 35173
************
store# *****-0
order# D3FE3734-56
Initial Complaint
05/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
** response to the ********, ******* store ********************************************************************. Usually don't respond to experience, but tonight was just horrible. Pulled up to the store at 9:25PM was trying to order on the app & use the Buy Get On coupon. When I went to place order, I could not & received a message online orders needed to be placed before 9:30PM. OK went inside, The girl was wiping down the counter and did not even acknowledge us for two minutes. I told her just tried to place an online order but couldn't. Ask if we could still use the **** coupon, and she said no. It had to be before 9:30pm, which we did. So we purchased one sub and told her we would be reaching out to ownership group ( Estep) on a complaint. She immediately got defensive and said you can't do that, you don't understand how things work. She further went on to tell me I was wrong and she was just belligerent at this point. She did not give us a receipt, and I told her thanks for being such a model helpful employee as we walked out.Well clearly the employee was not customer first driven. I could tell we bothered her by coming in at 9:30 from the start. After she made our sub she smarted off to the co-worker about us who dressed out our order. We both over heard her! We were just shocked at this level of service. With that being said, we are both degreed Engineers with minors in Business. Have run a multi million dollar companies with many employees. So we think we understand the basics of online ordering and expectations of customers service.Truly, have not received this low level of service before at Subway. This employee is a cancer in your organization. As far as the 9:30pm app rule this violates the legal terms of the coupon and is a legal breach as such. Therefore we will file a claim with the BBB, and consult our team for further recourse on behalf of the the citizens of ********, *******.A little funny, as last week we visited Subway on **** **************, ******, ** ***** they were out of five fountain drinks and also out of tomatoes. I wonder if poor management and customer service is a systemic problem within the ****** Subway Group that requires legal action to protect the citizens of ****** and ********. Just look at are reviews they are all poor. I know the franchise group, and it appears they have let their stores go and do not care anymore about the corporate vision. There is clearly a disconnect with ****** / ******** stores. Please help get the franchise owners back in line with Subway expeditions. Prefer not to legally engage, but there are many issues that are questionable. There is a clear lack of caring in ****** / ******** area from the owner group.Initial Complaint
03/30/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Hello. My name is ***********************, a subway customer and I am looking for someone to contact me. I have reached out to corporate for help over a year ago and I never received any help. I made the decision that I wasnt going to eat at Subway anymore because of that and due to the customer service not being good anymore. However, I have been eating subway again recently, and again I have contacted Subway customer service to get help with my ********************** card and account and something else, and yet again no one has contacted me, and this has been AT LEAST 3-4 weeks ago. This time Im tired and frustrated of not getting the help I need, and I feel that this is the only way possible to get help or to speak to a live person who can help me. Can someone call me as soon as possible so I can get the help I need. I can be reached at **************.Initial Complaint
12/10/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 12/06/22, I placed a delivery order with Five Guys in **********. My order number was ***************** in the amount of $29.20. The delivery was fulfilled by Door Dash. The tracking said my order was delivered at 5:17 pm, but I never received it. I called the store, but employees refused to help. I filed two complaints on the Five Guys website but haven't heard anything from them. I expect a full refund, plus compensation for the frustration. I didn't have time or money to purchase other food for my lunch that day.Initial Complaint
05/03/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I had a coupon for 2 foot longs for *****. The coupons are valid until 5/31/2022. Subway refused to honor it due to food shortage. If they dont want to print anymore coupons...fine, however, they should honor the coupons that are out there. This is false advertisement!!Initial Complaint
03/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On **** we ordered food online was supposed to be done at 6:40p. I got there at 6:30 waited til 6:42p to go in. Stood there for 10 mins finally the girl rudely says can I help you. I told her I had an online order. She rudely says I havent even started it dont you see all these people. I said really there was no one in here 20 mins ago then walked out. Waited in my car where I could see inside for 30 mins still never made our food so called other subway and talked to some guy that said he would have a manager call me. Waited til 8pm then left cause they never made our food and no manager called me. Manager calls me around ****p that night says she will refund money and still as of today no refund. This is the second time this happened and never got refunded. ****-22 total was $66.46 and about 6 months ago it was $50.Business response
04/01/2022
We apologize for such a poor experience, is there any way that you could provide us with a store number or the location of the store for which the complaint was filed? If you could provide the manager's name that would also help us resolve this issue.
Thank you,
Estep & Company
Initial Complaint
03/14/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Loss of over $350 due to unsecure app Called stores with zero resolution or even a call back. As orders were put in by another person in another state the store did not answer my call in time to cancel the fraudulent order. When I finally did get in touch with the store the cashier said that they would call their boss and give them my number and that they would reach out to me immediately it has been over 24 hours and I have yet to receive a call from any management.Customer service line only navigated me to put in an online ticket, seeing the nature of the call I needed immediate customer support that was not offered.Business response
04/01/2022
We apologize for your experience, is there any way that you can provide a store number with location or any information pertaining to the location which was called? If not this is an issue which can be disputed at your bank as well.Initial Complaint
03/03/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have a $10 Subway gift card that I have been unable to use. When I call the ************** to obtain the balance I am told that the balance is $10. The card is not operational in-store. I went to the www.subway.com/contactus/howcanwehelpyou site as directed by the Subway **************** Number but there is no way to request support for this issue.
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Customer Complaints Summary
12 total complaints in the last 3 years.
3 complaints closed in the last 12 months.
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