Complaints

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Date of Transaction April 6, 2023 at 1:20 PM. Amount spent $16.80. Subway Store located at ******************************************************************************** Server #******, Store#*****-0. Transaction 1/XA-303265 I ordered online to go. The sandwiches arrived smashed and they didn't include the cookies. Also, the sandwich bread was torn on my sandwich. It was as if they didn't have a sharp enough knife when they cut it. Whatever they did, they rough handled it. I called the store. The male who answered was RUDE and chided me "Oh, you didn't get your cookies?" as if I was a child. I told him with that attitude we would just want a refund. He rudely said "Sure ma'am, whatever makes you happy." I sent my son back with the sandwich and receipt. THE STORE KEPT THE SANDWICH AND did not provide a refund, and he gave my son the cookies, which I told him on the phone we did not want anything and wanted a refund. I've called local corporate twice now and I've made more than one inquiry on the computer. The guy simply took the sandwich from him and didn't give him a refund and told him to get a refund through the app. We dont have the app. They guy KNEW this because it was an internet order. When I went back there they said they "threw away" the sandwich and I didn't eat that day until after 4:00 in the afternoon because I had skipped breakfast. Very very bad business! It's like they have a bunch of juveniles working there that think it's funny to cheat people out of their hard-earned money, disrespect them, and mock them. Its almost impossible to reach anyone in corporate because the national brand has moved to an entirely internet experience. THEY DONT CARE!

  Business response

  05/15/2023

  I have revieved the cameras and talk with the staff that were involved in this incident. When the staff handed the guest the order the sandwiches were not smashed. The staff member apologized for not including the cookies in the order.   When the complainant son returned he was given the cookies and he chose to leave the sandwich stating he didn't want it.  

  Customer response

  05/16/2023

   
  Complaint: 19990944
  
  I am rejecting this response because: THE RESPONSE IS A LIE! FIRSTLY, WHEN I UNWRAPPED THE SMASHED SANDWICH, EVEN THE BREAD WAS TORN. The man on the phone KNEW we did not want the cookies anymore and he stated that we could return the sandwich for a refund. "Sure Ma'am, whatever you want."  My son was told that we would have to get the refund from the "app"; however,  WE DID NOT PLACE THIS ORDER FROM THE APP!!!  THERE WAS NO WAY TO GET A REFUND ONLINE. They are aware of this, and were aware of it when the order came in, because it was a WEB ORDER. (See receipt.)

  My son turned in the sandwich because we were told we would get the refund from the app. After I learned there was no way to get a refund online,  I went to the store with the two cookies, and they said they didn't have the sandwich and I would not be given a refund at the store.

  SUBWAY TOLD US OVER THE ***** WE COULD BRING IN THE SANDWICH FOR A REFUND. SUBWAY LIED.

  Finally, we were cleaning out our garage that day, why on earth would WE smash a sandwich that we ordered and went to the store to get?  

  Subway lied, and are passing the buck.  "Sure Ma'am, whatever you want."  That's what I was told when I stated we wanted a refund.  We don't have our refund.  LIES!!!

  Sincerely,
  
  *****************************

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