ComplaintsforSubway

• Initial Complaint

  05/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order on the subway app and selected a different location than I normally do. It defaulted to the subway by my home. I tried to cancel my order through the app but redirected to a phone number for the store that I ordered from which just rings then eventually goes to voicemail which is full so you cannot leave a message. Tried to cancel my order through the app but again was redirected to the store. I tried dozens of times to call and cancel. Then just drove across town to pick it up as I was already charged. Upon arrival my order was not on the pick up shelf. I waited in line behind other customers and was there for almost an hour. When it was my turn I showed the only person there whom claims to be the franchise owner my order confirmation and asked to cancel my order. He said “no ma’am you can’t cancel your order. I’m going to make it now as I gave your order to someone else. I said no, I just wanted my money back as the order wasn’t made and I tried to cancel and said, as the only contact information to cancel my order it is bad business practice to not answer your phone. He said that he doesn’t answer the phone because people call and place false orders. He refused to give me a refund and I didn’t get what I ordered, when I ordered it, or my money back after repeatedly telling him I wanted a refund. There are always issues there with his rude demeanor and refusing to answer your phones so you have to go there in person to cancel is ridiculous. The fact that he just gives orders to other people without providing proof or confirmation and then refusing to refund you is awful. Terrible experience there!

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 5/3, I placed an online order to be picked up on the way to work. Once I arrived at the location, I gave the employee my name to which he replied he didn't have an order for me. The order was on the counter. I repeated my name, yet again he advised me that that's not the name on the order. We went back and forth several times before I produced my ID and the employee refused to look at it. At that point a second employee emerged acting as if I were the problem, defending her co-workers actions. After bickering back and fourth they finally accepted that my name was the one on the order and let me leave. I was so distressed and in a hurry to get to work, I didn't collect either of their names. We reached out by phone to speak with a manager to which we were advised, there wasn't one. When we began explaining the situation, the woman happened to be the one that was there and IMMEDIATELY she was as defensive and justifying in her actions as she was in person. She wouldn't let my wife speak and we ended up having to disconnect the call, realizing that she wasn't listening at all. In addition to that, once I got around to eating the sandwiches purchased, both were thrown together with very little protein on either. I paid for bread. After over a week and FOUR requests sent to customer care ( 3 forms, 1 twitter), I finally heard back from the 'owner' who was just as insulting and disrespectful as the employees hired. He accused me of lying by telling me he 'reviewed the video' and didn't see the situation that I advised him had occurred. In addition to that, he justified the behavior and actions of both employees and made it very clear that he would not be doing anything to help resolve my experience. The accusations the employees, and now the owner, have made against me are not logical. As a paying customer, I expect a certain level of professionalism and I didn't receive that from any of the people involved.

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