ComplaintsforSubway
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/28/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On December 20th at 9PM I placed a $55 order for food. When I arrived to pick it up after their app said the food was ready the cashier claimed he never got the order. I showed them my receipt and proof of purchase along with the order manifest. The cashier called a manager who told me to call some support number which was nothing but a phone tree telling me to go online. The manager then told him that they will not fulfill the order and that their HR department would call me the next day. They had me write down my name, phone number, receipt number, and a short description of what happened. I filled out their online form and have heard nothing about the situation. I have attempted to follow up only to be told I will be contacted. It has now been a week and nobody has contacted me. I have not been refunded the cost of the order I never received and I am consistently told that I will be contacted. They clearly are not going to contact me and I am being pushed from person to person.Business response
01/19/2024
I wanted to forward you the emails so you had for your recordThis all started because the customer arrived for their order that the store never received, he never contacted the store after that night.Once I received your letter I contacted him to resolve, I was never able to locate his order so I could issue a refund and I do not know why it did not go through.I offered to get him a gift card or replace the order, we will not be out the $55 but the customer wont be.Once he responds we will finalize thisThank youFrom: Lora Kugler <[email protected]>
Sent: Thursday, January 18, 2024 6:17 PM
To: Chris Osborne <[email protected]>
Subject: Re: Subway complaint receivedHi ChrisWe have 2 choices, you let me know how you want to resolve thisWe can send you a gift card for $55 or we can replace the entire order, I dont know what happened and why we never received the order and I truly am sorry for all of the hassle it has caused, since the order was never received I cant do a refund but I do not want you to be out the $55If you would like card mailed to you please provide an address, or you can stop at the store and pick up the card or replace the order. Whichever you prefer, just let me knowThank you for your patience and again I am very sorryFrom: Chris Osborne <[email protected]>
Sent: Tuesday, January 16, 2024 9:43 PM
To: Lora Kugler <[email protected]>
Subject: Re: Subway complaint receivedAgain I used a gift card the only thing I was given was the receipt with the payment approval number. I have no way to get a transaction list from the gift card. The gift card has no balance left on it so the money was not returned to me.Sent from my iPhoneOn Jan 16, 2024, at 8:27 AM, Lora Kugler <[email protected]> wrote:
Can you send me the receipt showing the card was actually charged?Not the order confirmationLora KuglerSenior Territory ManagerCross America Partners fka Dunne Manning216-632-0342From: Chris Osborne <[email protected]>
Sent: Monday, January 15, 2024 8:50:31 PM
To: Lora Kugler <[email protected]>
Subject: Re: Subway complaint receivedSo how do I get my refund? I still was charged for the order.Sent from my iPhoneOn Jan 15, 2024, at 4:32 PM, Lora Kugler <[email protected]> wrote:
I am so sorry the transaction did not go though that is why I cant locate itFrom: Chris Osborne <[email protected]>
Sent: Monday, January 8, 2024 10:22 PM
To: Lora Kugler <[email protected]>
Subject: Re: Subway complaint receivedI used a gift card and have no way to get a statement from it.Sent from my iPhoneOn Jan 6, 2024, at 5:37 PM, Lora Kugler <[email protected]> wrote:
Hi ChrisThank you for sending this, I went back in and looked at the system and still can not locate this order, I am so sorry for the inconvenience.Can you double check your credit card statement, or account to verify the $54.94 was deducted?I do not know why the system does this but I have seen it a few times where it never makes it from the app to the store, but it shows received on the app, but the payment never actually gets deducted from the customer.I am really trying to refund the transaction, but I am unable to locate itAgain I am very sorry for this hassleFrom: Chris Osborne <[email protected]>
Sent: Saturday, January 6, 2024 12:36 AM
To: Lora Kugler <[email protected]>
Subject: Re: Subway complaint received<image0.jpeg>Sent from my iPhoneOn Jan 4, 2024, at 7:05 PM, Lora Kugler <[email protected]> wrote:
Hello ChrisI also called and left a voicemailPlease call me so I can try to locate your transaction, I looked on the date and time listed on this complaint and there is no transaction over $40, so I wanted to verify more info so I can refund your order.Please call me or reply to this email with the last 4 digits of the card used, and if you can send me something from the bank showing the charge was deducted from your account.I have seen in the past the order never makes it to the store and never actually gets charged to the customer or sometimes it goes to the wrong store and that maybe why I cant see it.From: OH0080_3-272 <[email protected]>
Sent: Thursday, January 4, 2024 1:22 PM
To: Lora Kugler <[email protected]>
Subject: bbbSubway Store Manager4161 W.150th St.Cleveland OH 44135(216) 251-1987Subway Store #12901<CCF_000104.pdf>Customer response
01/22/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** *******
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.