Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 9, 2023 between 2-4pm I went into the Subway that I go to whenever I shop in this plaza, which is often. I entered the Subway playing music and singing, as I usually do, and walked to the area where we order. Before stepping further to the counter so I can order, I stopped to book an Uber (the music is still playing). I turn it down a little to try to understand what address I had to enter. As I'm trying to get this sorted, the manager ******* interjects in my conversation with my friend and says "when you order I'll need you to turn the music down so I can hear you" and I in turn said "I'm aware, I'm not ready to order yet and I do come here often so I understand" she goes on to say "well when you are ready I'm going to need you to turn the music down", I said "that's fine" and sighed because I could feel her negative energy and tone at this point. So I go back to what I'm doing and turn the music off. She then says "oh no you didn't have to turn it off" and I said "no I did because you already set the tone and energy of the interaction", she says "well I don't allow customers to play music in the store" and I said "well this is the first I'm hearing that and I come into the Subway playing music often and I was never told it was a problem" and she says "I know I see you come here often and I'm the manager and I don't allow it", I said "that's fine." I then turned and look at my friend and say "I need to just come in here only when that one lady is here that is actually nice", she interjects YET AGAIN and says "she'll be here tomorrow", so I said "well you know what I need to just come when she's here because this interaction is crazy", she in turn says are you ready to order and I say "at this point no because I don't even want you making my food with your nasty attitude" at that point she loses her cool escalates the situation and says I don't need to come back at all. In the process of escalating the situation I told her "you're not supposed to treat your customers this way as a manager and you're setting the tone for your employees to do the same", she yells at me and says "my employees and customers love me." However this customer did not love that experience. So much so that I won't be spending my money there if she's there. As a former employee and manager of a Subway franchise, that is NOT the way you should handle a customer. It's unethical and it hinders the company as a whole. I went to ************ after that horrible experience and received amazing service from friendly people. I'll be going to ************ from now on if she's there and I imagine that'll be all the time so I just won't go at all. Which is unfortunate because I loved Subway and everything about it, won't be spending money at this franchise due to extremely poor customer service.

  Business Response

  Date: 11/25/2023

  *************************;

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20869332
  
  I am rejecting this response because: it wasn't a response or apology and since they want to be condescending as if nothing can be done about their unethical behavior, I want further actin taken.
  
  Sincerely,
  
  ***************