ComplaintsforSubway

• Initial Complaint

  07/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Subway had a buy one get one footlong sub sandwich promo that was valid until the 10th of July for purchases at participating locations made on either H3132303938343****138Hs website or mobile phone app. My problem is that I was repeatedly prevented from making a purchase to get this deal. Every time I tried to purchase sandwiches in the week leading up to the end of the promo various issues kept occurring. The website would give an error saying invalid cvv when putting in my ********************** giftcard which does not have a cvv like credit card. The app would show errors when trying to put in my giftcard or when I selected the purchase button to attempt to complete my order. Multiple times I thought Id placed an order only to get a cancellation notice moments later. The last day of the deal I kept getting an error saying there was an issue trying to connect to their payment processing when I tried to put my giftcard back into my saved payment options. This was despite having saved it a few days prior so the app glitched and deleted my giftcard from my account. Thus I was forced to pay full price for my 2 subs and had to deal with a very rude woman at the H3132303938343****138H indicated in my complaint. Store **** in greenfield, **.

  Business response

  08/11/2023

  we gave him 25 gift card and Im willing to give him another if he wants it 

  Customer response

  08/21/2023

  Better Business Bureau:
  
  They say they gave me $25 and would be willing to do another $25.  This is acceptable to me and I wouldve marked this issue resolved but to my knowledge I have my received anything either by email or in the physical mail.  
  

  If they are saying theyll send me the two gift cards or whatever they are thats good and very much appreciated but I have not received anything so Im confused about the situation.  I would like the BBB to contact Subway and try to find out whats going on.

  
  
  -***************************

  Business response

  08/28/2023

  Hello,

  I originally reached out to the complaint and informed them that we would be happy to provide them a $25 gift certificate but they would have to come into the store to pick it up. Unfortunately, for safety and privacy reasons the subway app does not provide the franchisees with their home address. His gift card is waiting for him to pick up at any time. I apologize for the misunderstanding that he thought it would be sent out, but unfortunately I do not have the information to send it to his home address.

  Thank you

  Customer response

  09/06/2023

  
  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.  I would like to add that they need to improve their iPhone app so issues with future promotional offers do not occur.  
  
  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. ↩