ComplaintsforSubway
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Complaint Details
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Initial Complaint
04/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered on the Subway app at 4:28 pm. It stated our food would be ready at 4:45. We arrived at 4:54. Not only was our food NOT ready, they hadn't even started making it. Then, ******* *** ******* (employees) were very rude and said they were busy (only one person was at the counter). We left and came back to get our order 15 minutes later. We got home (an hour after we placed the order, the store is 2 minutes from our house via car). When we got home, half of our order was incorrect. I called to complain, I spoke with the manager, *****, she said they were busy and I told her I wanted a refund for the order. She hung up on me. I tried to call several times after that and no one answered! WOWOWOW!!! This is how you do business!!!! Disgusting, just like our food was!Business response
04/22/2022
attached
Subway understands we have received a complaint regarding an issue with an online order. The night that ****** came in was a very busy night. It was the very beginning of a shift so at first when the online order was put in there was only one person working. Since the person was busy with customers, they had not gotten to the online order yet. Then ******* came in and saw the line of people so began to help ******* with the line. ****** came in for her sandwiches around this time but they were not ready yet because of the rush of people. As soon as ****** got there, they did start making her sandwiches there were several of them to make. A little after ****** got home, she called the store wanting a refund because her sandwiches were messed up. At the time that ****** called, the manager had come in fora few minutes to drop some things off from another store so ***** answered the phone. As soon as ***** answered the phone, she started getting yelled at. ***** started to explain how we would give her the refund if she just brought back the sandwiches but kept getting screamed at so she hung up. About45 minutes after this call a guy came in and ordered three sandwiches, we treated him like every other customer made the sandwiches and then went to the register to pay. Once we reached the register to pay, he stated how these were his refunded sandwiches since we messed up the online order which was ******'s so we did go ahead and give him the sandwiches for free. We strive to provide the best service possible and we will learn and use this experience for future training.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.