Business Profile

Franchise

Franchise World Headquarters LLC

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Complaints

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

Customer Complaints Summary

241 total complaints in the last 3 years.
86 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/28/2024
Type:Product 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.
Cas ******* 4/21 Cas ******* 5/21 Cas ******* Cas ******* Cas 2382449

I filled a complaint with subway back in 4/21 and received $50.00. Had not used and went to use a couple months ago and monies were gone. I know it was a while but if they do this to everyone who hasn’t used their gift card dollars they are making a lot of money. So I am filling this complain for all of us who are being written off. I contacted them and gave case numbers but final contact they ignored me. So on behalf of all those small dollars being absorbed by subway this is my complaint. They could make a lot of money absorbing all small dollar balances. Especially from the elderly.

I couldn’t find corporate office location so picked one with A+ rating. Should go to corporate.
Customer Answer
Date: 05/28/2024
**** **** **********
********
*****

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

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

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

Is anyone there....I need help with my subway gift cards......besides all the trouble I am having with using my cards I added one to my online account and then when got home it wasnt there....I don't know where it went.
Can you help me?

*****

On Thu, Apr 29, 2021 at 10:42 AM ***** ***** ******************* wrote:
Ok I just talked with subway at ******* in castle rock co and she would not give me 2 cards. At this point I will need 4 replacement cards because I bought 2 more to replace what would not work and now they don’t work?

Sent from my iPhone

On Mar 16, 2021, at 10:22 AM, ***** ***** <*****[email protected]> wrote:

We are going to try one more time....at another subway. Thanks but if doesn’t work...this will be our plan

Sent from my iPad

On Mar 16, 2021, at 9:48 AM, ***************************** wrote:

March 16, 2021

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

We are sorry to learn of your recent experience with your Subway® Card.

If your card is not working, we recommend you pick up a new card at any Subway® location at no cost to you. You can then go online to ************************************************* and login to your existing account. Once logged in, click on the account holder name at the top of the page and select the “My Account” from the drop down menu, then click on “Payment Methods”. From this menu, you will be able to view all payment methods including Subway® gift cards. New payment methods may be added to the account by selecting “Add Payment Method”. Here you will enter your card number and pin number which are found on the back of your card. The transfer option will be visible for any gift cards with funds currently available. Please keep in mind, when the transfer action is completed, it will close any cards you are transferring from.

Please be aware that you may only merge gift cards with an available balance.

If that option is not convenient we may send you a replacement electronic gift card (eCard). Please visit *************************************** and fill out the online form. The replacement eCard will contain the remaining unused balance of your card as of that time.

Please note: Balances on gift cards can only be transferred or refunded if the card has been previously registered at **************.

Subway® values you as a customer and appreciates your business. If you have any additional questions or concerns, they can be addressed by heading on over to our ************************************************************

Sincerely,

Andrea
Consumer Response Representative

Ref # *******
Re: ********
External
Inbox

* *****
Thu, May 23, 7:17 PM (5 days ago)
to me

It had to do with gift cards I bought in ****** **** *** you might not be right BBB but didn’t know who to send to.
I will send you details when it occurred
On Thu, May 23, 2024 at 5:53 AM **** ***** **************************> wrote:
Thank you for your message. Please provide the restaurant address and phone number so BBB can assist you.

**** *****

Senior Marketplace Resource Consultant

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

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

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

******* ***** **** ******
Business Response
Date: 05/29/2024
Thank you for allowing us the opportunity to resolve your inquiry.
Customer Answer
Date: 05/30/2024
I am so sorry. Its been so long since I have stopped at Subway - I thought all monies were there once I signed it.
Until they mentioned to look for my card and check balance it did not dawn on me. I found my card and checked balance. All is fine.
Again my sincere apologies. Geez...
Customer Answer
Date: 05/30/2024

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.

Sincerely,

***** *****
Initial Complaint
Date:05/24/2024
Type:Billing 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.
I filed a complaint on the Subway corporate website on May 9, 2024 and received a response via email due to the complaint on 5-10-24. I replied the day of their response and have anxiously waited, but they have not fixed the issue even though I recommended a very simple and immediate solution or have not messaged me since 05-10-2024.

My original complaint on their website on 5-9-2024 was:
"I'm completely disappointed by this location. The sandwich artist in-training and the cashier was amazing, however it was when I went to pay that the situation went awry and soured my business. The manager will not let cashiers take coupons at all because "they have to do it manually because our registers gets messed up", the cashier explained, very courteously.

It was not the fault of the cashier that the manager said she had to do it manually, despite there being a QR code on about 25% of the face of the coupon and there's a code, ******, which should absolutely be able to be input into the cash register- software-interface system, aka the point-of-sale program's UI on which the cash register is able to do transactions upon.

This issue is indicative of either poor training of the manager or the is a huge gap in your front-end UI or your back-end SQL, or whatever language you use. Even with the current problem, the manager could either generate a list of out-the-door cost for each coupon or provide more training for the cashiers to be able to run the register correctly, teaching them that the concept that:
final cost <=> coupon price * local municipality's tax rate + coupon price.

I'm very saddened by this and I hope you all can fix your business practices at that location. I only come in after I receive your monthly coupons to use my coupon and buy a bunch of extra stuff due to my shopping being for a big family.

I appreciate your time and help sincerely and I'll be looking forward to your reply. Thank you. ".

Their cashiers should be trained for quality assurance.
Business Response
Date: 06/11/2024
We have been trying to reach you by phone and have left a voicemail. Thank you.
Customer Answer
Date: 06/11/2024

Complaint: ********

I am rejecting this response because:
I have already answer them in an email and I'm my initial complaint on why the complaint was filled and what they could do to have better business policies, such as take the coupons that they send out, train the cashiers, or give them resources as to not have to manually calculate the price of a coupon with tax.

I have not had any calls from Subway. Very oddly enough, I was called by a ** ****** ******, who had all my information, if that's what you're talking about. I prefer to keep communication on here for documentation and keep this components of this complaint honest.

My part is done once you fix your business practices and recommending solutions, 4 unique solutions are plenty ample and easy to implement.
Hopefully you have fixed your problem as there has also been more than ample time to do so.
I will accept your response once this branch gets the training or resources that it needs, but there is no need to talk to me as I've documented everything in the initial complaint.
All that needs to happen is fix business appropriately and let me know so I can accept your response. Hopefully within a decent timeframe because it has been longer than 1 month on your end and is becoming a whole new issue.

Thank you kindly,

*********** *****
Business Response
Date: 06/11/2024
Thank you for your feedback. All SUBWAY® locations are individually owned and operated. Pricing, promotions and the acceptance of coupons may vary from location to location.
Customer Answer
Date: 06/11/2024

Complaint: ********

I am rejecting this response because:
That's understandable, however, this location has taken coupons for years, probably decades. The cashiers specifically said it was the new manager who made them stop taking coupons because it messes up their drawer, which is due to a lack of training and resources.

Sincerely,

*********** *****
Initial Complaint
Date:05/22/2024
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.
There is a case that is still active that needs attention case number 01-24-********* with the ******** *********** *********** and some one needs to adress my concerns on there you can email them at ********************** have your attorney or representative handle this case because some one needs to be appointed for this matter so I can get a resolution for this matter thanks
Business Response
Date: 06/05/2024
The Franchise Owner of the location you indicated will be
reaching out to you soon, if they have not done so already.
Initial Complaint
Date:05/20/2024
Type:Billing 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.
On 5/15/2024, I entered Subway#*******; it's located on ***** ***** ****** ** in ********** ** ***** with a telephone number of ###-###-####. The time was 1:26 pm, and I attempted to order a six - inch rotisserie on flatbed; without apology, I was told they don't have flatbread anymore. Being more reasonable than they were, I decided to order a #42 with no cucumbers; I made it a combo with two cookies instead of the chips and was overcharged by $0.50 because they rung it up wrong. The sandwich was dry, and the cookies overbaked; I attempted to answer the survey at the bottom of the receipt, but the link told me it was no longer available. So, I went to the website, and filled out the complaint form; corporate sent me an automated email the same day, and the owner responded as well, but he only apologized, and addressed me not being able to access the survey as if his poor customer service, and poor - quality food weren't the things that made want to complete the survey in the first place. I attempted to file a BBB complaint against this owner, but he has no BBB profile; so, I file this complaint against corporate. I'm a truck driver who ate at Subways across a half - dozen states, and this is the worst one; furthermore, I had to use a search engine to find out where this company was headquartered because that information wasn't easy to find on their website. I ask that the company contact me to tell me how they will compensate me for overcharging me, and for my inconvenience; if I don't receive a response, or am not satisfied with their efforts, I will never go to any Subway again. On my way out the door, I will leave a negative on all of this owner's, and corporate's s social - media profiles, and any review sites I can possibly come across on the internet; it is my belief they will continue to provide the same trash food, and customer service if they are not made to pay someone for it...
Business Response
Date: 05/20/2024
Thank you for allowing us the opportunity to resolve your inquiry.
Customer Answer
Date: 05/21/2024

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.

Sincerely,

**** *******
Initial Complaint
Date:05/20/2024
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.
I have tried to contact Subway, but they do not have any customer service number listed on their website. They just have a form, that sends a bot acknowledgement once you submit it. After that, no response. I also tried to contact them on X, no response. This is about missing points for 3 separate restaurant visits. They need to improve their customer contact and service process. Also, credit my account with the 3 missing visit points.
Business Response
Date: 05/23/2024
Thank you again for giving us the opportunity to resolve this for you.
Initial Complaint
Date:05/16/2024
Type:Facilities 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.
My subway account is locked which has 75$ worth of credits. I made a request in subway’s website but no resolution/reply was given.
Business Response
Date: 05/16/2024
We have emailed you with additional information. Thank you for allowing us the opportunity to resolve your inquiry.
Initial Complaint
Date:05/14/2024
Type:Product 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.
I went to pick up a curbside order and ended up having to go inside for my order in which nobody greeted me at all they were in the back on their phone. I ordered online and paid for a deluxe buy one get one free. Got home the sandwich’s barely had any meat on them. After trying to reach a manager for over a week I finally did because subways customer service or headquarters is non existent these days, I was told the reason why is because all their jobs were threatened so they are following policy to the T. Let me just say I understand things changing but telling a customer this is why their food is short is unacceptable. I order from subway all the time and the 2 deluxe sandwiches I pay extra for have never been so small. The manager of the store after calling for a week was finally there and offered no kind of fix rather told me there’s nothing she can do and made an excuse for why my order wasn’t handed off as curbside and I was made to come inside with a sprained foot. Horrible customer serviceI’m sorry! It took me over a week just to reach her. and if subway is having a change in how it’s made then I will not order from here anymore paying that much for pretty much some bread is insaine. I just want a refund for the order I have the receipt if needed
Business Response
Date: 05/20/2024
Thank you for giving us the opportunity to resolve this for you.
Initial Complaint
Date:05/13/2024
Type:Product 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.
Visited one of your Subway locations today located at ****** ********* ***** *** ************* ** ***** and bought a footlong sandwich, two cookies and a drink. My total came out to $13.42. I would like to start by saying the two ladies working were very friendly and hard working. My issues did not have to do with the stores cleanliness or staff but rather the food. I will say that one of the two meats (and the cheese) had a very foul smell and did not taste fresh either. I could not eat. I don't know if there's refrigeration issues at the store or what, but it definitely wasn't fresh and I didn't want to risk getting sick. I am asking for a refund for the meal and this to be looked into. Thank you. The last 5 of my card used was visa ***** ending in *****. I'm fairly confident you'll be able to look up this transaction with the information provided. ***** ******* ** ***** * **********
Thank you for your time and understanding.
Business Response
Date: 05/20/2024
Thank you again for giving us the opportunity to resolve this for you.
Initial Complaint
Date:05/10/2024
Type:Product 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.
I ordered a sub on Wednesday, May 8th. When I went to the store it was closed and being remodeled.

I emailed contacted aubway and received a email stating that the person was sorry for my inconvenience and they would speak with their team to get things right next time.

This is not an acceptable response. I ordered food I didn’t get, I deserve a refund.

Thank you!
Business Response
Date: 05/20/2024
Thank you again for giving us the opportunity to resolve this for you.
Initial Complaint
Date:05/06/2024
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.
Worst customer service of any company I have ever had to deal with.

1. The website NEVER works. It's either ultra slow loading, or says "access denied", "cannot connect", Or some other issue. No other website on my computer does this. Only theirs

2. Got locked out of my account over 2 weeks ago, can't send a complaint form to them from the website because the form doesn't ever send! No other way to contact them

3. They don't ever read or reply on social media either. They ignore us yet expect us to respect them and spend money?

Subway has become an ultimate trash company that clearly doesn't give a crap about anyone. If they did they'd FIX THE PROBLEMS and actually listen to us...

I, my family, and my friends will boycott this company until these matters are resolved. and I will be taking it to social media they they don't ever care about the customer, they never answer, but they want your money...
Business Response
Date: 05/15/2024
Thank you again for giving us the opportunity to resolve this for you. An additional resolution has been sent to your email address.

Customer Answer
Date: 05/15/2024

Complaint: ********

I am rejecting this response because:
There has been no resolution sent whatsoever. The app still says I'm locked out of my account. The website never loads properly. There's no way to actually contact customer service to report these problems
There's no way to unlock the account access. What about people that have collected points to redeem? They spent money in an agreement that they'd get points to redeem. Kind of impossible when your company locks
people out of their accounts without any way back in.. Fix the site, Fix the app, Offer better customer service, and give the users a way to unlock their accounts...

Sincerely,

******* *****
Business Response
Date: 05/16/2024
Thank you again for giving us the opportunity to resolve this for you. An additional resolution has been sent to your email address.

Customer Answer
Date: 05/16/2024

Complaint: ********

I am rejecting this response because: Generic responses are lazy and to me uncaring.
My account still says locked on a computer and I don't have any vpn's at all or any other things that would block connection.
The issue is your website is broken.

Sincerely,

******* *****
Business Response
Date: 05/30/2024
There has been several attempts to log in with invalid log in credentials, therefore the account has been locked. For your security we cannot unlock the account. We do suggest that your next action must be a password reset. You should not attempt to directly log in again until your password has been successfully changed.

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Franchise World Headquarters LLC is NOT a BBB Accredited Business.