Complaints

This profile includes complaints for Franchise World Headquarters LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Franchise World Headquarters LLC

  1 Corporate Dr Ste 1000 Shelton, CT 06484-6281

• 

  Franchise World Headquarters LLC

  930 Waterman Ave East Providence, RI 02914

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:06/10/2025

  Type:Facilities Issues
  Status:

  UnansweredMore 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.

  I am submitting this complaint due to ongoing issues with the Subway mobile app and a complete lack of effective customer support.I have contacted Subway customer service numerous times regarding my account being locked. Most recently, when I attempted to purchase subs for my workplace, the Subway store froze my app and prevented me from using a $2 coupon I had earned. This is not the first time this has occurred—this is actually the second time my order was cancelled and my app access was restricted.On both occasions, I successfully placed an order through the app, but it was later cancelled by the store. When I went to the store to inquire, I was told that the order was "too cheap" and that they “could not make enough money,” so they cancelled it and froze my app as a result. This response is deeply concerning. If Subway offers coupons and I legitimately earn $2 off through reward points based on my purchases, I believe I should be allowed to use them without penalty.I have made repeated attempts to contact Subway support. However, each time I only receive an automated response asking for my information, promising to unlock my account—but nothing further ever happens. I have now been unable to use the Subway app or place an order for over a month.As someone who prefers to eat healthy and regularly chooses Subway, I am extremely disappointed. I am requesting that Subway take accountability for this issue, unlock my app, honor the rewards I have earned, and ensure that local franchises do not penalize customers for using valid coupons.Any assistance or resolution you can provide is greatly appreciated.

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 5/16/25 at 5:51 PM I placed an order for delivery of a footlong tuna Sub and two bags of chips on the Subway App. The order number is ***********. The cost of order was $16.44. Once the delivery driver arrived at Subway he contacted me to inform This Store # ***** was out of bread and unable to complete order. The subway worker offered to make a salad in place of original order. I declined , ask for refund and was informed by Subway worker I would receive a refund in 5-7 business days . It has been weeks and I have not received my refund. The Subway app now list order as “voided”. **** ***h has been contacted as well as a Subway manager “Tasha” at Store # 10447. Both inform that the other party is to refund my funds. I placed my order on the Subway app not through **** ****. I would like my funds refunded as soon as possible. It has been a back and forth trying to get refund. The phone numbers that were given to me to contact Subway Customer Care are not sufficient. I was also given the internet address of “Subway.com”. When I select “contact us” the site never gives you the way to file a complaint. It is a continual loop. I have filed complaints through Subway Support, but have not received written or verbal contact. I would like a refund, Subway sufficient means to file issues, and an apology. I have been told that the owner of this franchise is a Sanjay Patel. The workers tell me there is no way to contact him.
  This was me simply providing a meal for my Father in ******* **. It has become a headache.
  
  ******* ******
  *** * ***** *****
  ****** ******* *****

• Initial Complaint

  Date:06/03/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Hi,
  I am a Subway rewards account member. I was supposed to receive a birthday reward for free cookie, but it looks like it is not showing on my Subway rewards app or on the Subway website when I log into it. Birthday month was in May. I have been trying to contact Subway customer service about it but no one answers phone calls or e-mails me back. The Subway customer servcie chat feature only has bot (robot) answering questions. There is no way to contact Subway customer service to speak to someone to get answers to resolve my issue. I would like to get my birthday reward coupon to redeem it at a Subway restaurant. I hope BBB can help resolve this issue.

  Customer Answer

  Date: 06/10/2025

  ***** ******* **** ********************
  ***** ********* **** ** **** **** **
  *** ********** ***********************
  ******** *** ******* *** **** * ********
  
  
  
  ***

  Forgot to mention in my previous e-mail, I wanted to know is it possible BBB can please find out from Subway business about the following BEFORE closing BBB case # ********

  I think I had a Subway rewards account opened last year in 2024 and when this year May 2025 came around birthday reward cookie was not showing in account. I deleted old original account and opened up a new Subway rewards account to see if birthday reward would appear in the brand new account. There was an issue with the birthday reward coupon not showing up in new account, but that issue Subway resolved recently. Thanks BBB for assisting with that matter. 

  I forgot to mention, since I created a new Subway rewards account, I think I did not receive the anniversary freebie (1 year mark) that would have went with the original rewards account that was closed. Can the anniversary freebie (free 6 inch sub sandwich) still be added/converted over to my new Subway rewards account or can reward points that equal to the amount/value of a 6 inch sub sandwich be added?

   

  Please e-mail me back.

  Thank you very much,

  ******* ****

  Customer Answer

  Date: 06/18/2025

  Hi,

  Could you please close this BBB Case # ******** as resolved. Please e-mail me back to confirm.

  Thank you very much for all the assistance. 

  Sincerely,

  ******* **** 

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  May 31st 2025: I ordered on Subway site **************************** website, I had a challenge ordering as the design of the ordering site doesnt easily show what one is ordering for meat. When I went into Subway located at **** ******** **** ***** * ********** ** ***** before my sandwich was made, I couldn't tell what type of meat the employee placed on the bread because that area was blocked off where he added the meat. I noticed that it was turkey afterward still, I didn't want turkey I wanted chicken, the subway employee said he could not change the order even though all footlong sandwiches ordered online were 6.99, he said it messed up the taxes which did not make sense. He continued to make the sandwich, I also wanted the sandwich toasted, he said he couldn't toast it because I didn't state in the online order. I asked why it mattered, he claimed it had to do with taxes which once again did not make sense. I complained a little more and he took the sandwich and made it look like he was changing the meat, but when I took the first bite, I found the sandwich was still turkey. I complained and I said I wanted chicken, he then said he would make chicken and he took the turkey out that I bit into and wrapped it up, I am not sure what he was going to do with the turkey. He added chicken to it, but he still wouldn't toast the sandwich. I left very upset, I called that subway back and asked him to cancel my order since I did not get my sandwich and asked who the manager was, he mumbled on the phone somewhat and then he told me he was the manager. he called a co worker at another location about the order being canceled and said there was no way, he wouldn't give his name clearly nor told me who the owner was either. He said my sandwich was there. I am very upset as follows. 1. The subway employee was very unprofessional, seemed like he was making up rules and potentially unsanitary. 2. The Subway online ordering website needs to be more clear when ordering.

• Initial Complaint

  Date:05/14/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Hello,
  
  I am writing to report a serious incident involving unauthorized access to my Subway account, suspicious activity at a specific franchise location, and a non-existing customer service.
  
  On Saturday, May 10, I received 3 unexpected order confirmation emails at *******[email protected], showing food was ordered using my account without my knowledge.
  
  
  
  All 3 orders were placed from:
  
  Subway Store
  
  **** **** ***** ******* * *** ***** ***
  
  ************* ** *****
  
  Phone: ###-###-####
  
  
  
  And delivered to:
  
  **** **** **** ******* ************* ** ***** — an address I do not recognize (I live in ********).
  
  
  
  I immediately called the restaurant twice to cancel the orders, but no one answered. The Subway app then showed that the food was picked up by a delivery driver (via ********). A contact number was provided (###-###-####), but it was invalid when I called.
  
  
  
  Despite my prompt actions, the food was still delivered to a fraudster. This incident reflects a major vulnerability in Subway’s account security and raises serious concerns about potential coordinated fraud involving the franchise location and delivery.
  
  
  
  To make matters worse, Subway’s customer service is virtually non-existent. Web contact form doesn't exist any longer. The online chat is only a chatbot with no access to a live agent. I also emailed i************** and [email protected]. They either bounced back or auto responded that the inbox is no longer monitored.
  
  
  
  I respectfully request the following actions from Subway:
  
  - Refund $66.03 for the three unauthorized orders
  
  - Investigate the activities of the involved franchise location
  
  - Re-establish a functioning and accessible customer service channel
  
  - Strengthen security measures to better protect customer accounts
  
  
  
  Thank you for your attention to this matter. I look forward to your prompt response.
  
  
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  There was an issue with my in-app order on 4/30/2025 where it did not process through to the restaurant for 15 minutes (I was charged). When I arrived they had not yet received it and I had to leave, they told me they could not refund me and I had to reach out to cancel. I used a chat feature on the website and keep getting emails this has been resolved. I have tried calling the location I went to and the phone is disconnected. I have tried calling the general customer service number (###-###-####) and it immediately hangs up. I am unable to get in touch with anyone to receive a return for the sandwich I paid for and did not receive. There is no way to speak to someone without physically going into the location which I am not currently near.

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  1. ON APRIL 1 2025 I PLACED WEBSITE ORDER *********** FOR A SANDWICH TO BE PICKED UP AT *** * ****** **** ** ******** ** *****.
  
  2. UPON ARRIVAL AT THE RESTAURANT, I WAS TOLD MY ORDER HAD NOT BEEN RECEIVED AND I DID NOT RECEIVE MY SANDWICH.
  
  3. I REQUESTED A REFUND VIA THE SUBWAY WEBSITE GUEST SERVICE FORM.
  
  4. I SUBSEQUENTLY RECEIVED A RESPONSE THAT CASE ********** HAS BEEN RESOLVED, HOWEVER NO RESOLUTION WAS DETAILED, INSTEAD ONLY A SURVEY TO RATE MY EXPERIENCE.
  
  5. NO LESS THAN TWELVE (12) TIMES I RESPONDED TO THE SURVEY STATING I AM VERY DISSATISFIED, SINCE I RECEIVED NEITHER AN ACTUAL RESOLUTION RESPONSE, NOR MY REFUND.
  
  
  THERFORE, SUBWAY OWES ME $6.99 FOR THE SANDWICH ORDERED AND NOT RECEIVED!!!

• Initial Complaint

  Date:05/05/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  I keep getting spam emails at my place of employment. I have unsubscribed and emailed subway to stop, but the emails keep coming. I don't eve like Subway food.

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  CANNOT GET THE COMPANY TO REIMBURSE THE GIFT CARD FROM A CHARGE THAT WAS MADE OUT OF STATE AND ON LINE ON MY EXISTING GIFT CARD..I HAVE ATTACHED THE CONFIRMATION RECIEPT AND BELOW IS A COPY OF THE LAST CONTACT RECEIVED FROM THE COMPANY:
  
  PASSWORD WAS IMMEDIATEDLY CHANGED WHEN I GOT THIS CONFIRMATION INFORMATION
  
  Subway Support
  
  From:[email protected]
  
  To:*********************
  
  Thu, May 1 at 9:11 AM
  
  Hello ******* -
  
  
  
  Thank you for reaching out to us. We understand your concerns in wanting to make sure your information has not been compromised. Rest assured Subway® takes your safety and security very seriously and takes all steps to be sure our systems and your information is secure.
  
  
  
  If you think your account has been compromised, please change your password immediately. Ensure that the password that you use is unique to your Subway® account only and has not been used on another website.
  
  
  
  If you believe that charges were placed to your credit card, debit card, or mobile payment service (e.g. ***** ***, ****** ***) without your authorization, you should reach out to your financial institution and follow its dispute policy.
  
  
  
  If you believe that charges were placed to your Subway® Gift Card without your authorization, please reply back to this email with your full gift card number and a screenshot of the emailed confirmation that includes the store address, date and amount of the order for us to investigate further.
  
  
  
  You may reply to this email.
  
  
  
  Thank you for choosing Subway®.
  
  
  
  
  
  Sincerely,
  
  The Subway® Guest Care Team **********
  
  
  
  Ref:***********

• Initial Complaint

  Date:05/01/2025

  Type:Facilities Issues
  Status:

  UnansweredMore 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.

  I received an email on December 5, 2024 stating that I had won a Subway Cookie Club pass, which would give me the chance to redeem a free cookie at Subway every day from December 9 through December 31. I went to redeem this on the first day offered, December 9th. I added the cookie using the Subway app and my bag total showed as $0 with the applied promotional reward. However, I got a payment error when I tried to submit my order. I immediately replied to the email stating I won, with a screenshot of this "payment error." The next day, I tried again to order a free cookie, and got the same error. I tried multiple other ways around it, including using the website instead of the app, using a different credit card (though, with a $0 balance, no payment information was needed), adding a tip so the total wasn’t $0, and still the error occurred, so I emailed again on December 10. This continued to occur and I reached out several times with no response. On December 23, Subway sent a mass email to acknowledge a technical issue that some winners were experiencing and extended the promotion, and stated the error was fixed and to contact GuestCare if technical issues occurred. I still was not able to redeem the free item even though I tried every day. Since then, in spite of multiple follow-ups through the GuestCare website, I have not received adequate resolution. After months of reaching out, in the end, I was given $2 of Subway cash on my account, even though the promotion stated an ARV of $26.70. I am attaching a detailed history with proof and screenshots of various emails and the errors I received when trying to order for additional background.