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.

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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:05/06/2024
Type:Sales and Advertising 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.
Subway mails coupons and advertises deals in the app, yet the “participating locations” in our area refuse to accept the coupons, and deals added to an order through to app results in cancelled orders. It seems like false and misleading advertising to send coupons that won’t be accepted and to advertise deals that result in cancelled orders. Subway needs to make it clear which locations participate and which ones do not, both in the app, and the mailed advertisements.
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.
Initial Complaint
Date:04/24/2024
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.
This complaint is related to an email submission I sent to the company via subway.com almost 72 business hours ago (i.e. 18 April 2024) and which has not been answered.
I purchased a #8 (i.e. The ***** ******) footlong sandwich to go. Not only did the sandwich cause me digestion issues and dizziness a few hours after consuming it due to how loaded with preselected meats such as bacon and chicken the sandwich was, but the bread was hard and, due to the poor accommodation of the ingredients on the bread (i.e. the cheese was not placed first and it’s the cheese that usually acts as a barrier to keep the other ingredients from weakening the bread), arrived soggy with the ingredients almost falling out of the sandwich.
As I did in my email submission, I am requesting a full refund of this purchase. This is the first time I experience these issues with a Subway sandwich and I will most certainly not choose the aforementioned menu option again.
I am including a photo of the receipt for your reference.
Thank you for your understanding.
Business Response
Date: 05/08/2024
Thank you again for giving us the opportunity to resolve this for you.
Customer Answer
Date: 05/08/2024

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.
I was beyond satisfied with the resolution offered to me by the franchise owner of the restaurant in question. Thank you for taking the time to help me get closure for this issue.

Sincerely,

****** * ******** *
Initial Complaint
Date:04/19/2024
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.
I’ve repeatedly tried to reach out to subway about their app and loyalty rewards they have frozen by account and continue to harass me telling me suspicious activity was noticed on my account because I logged in from multiple devices OF COURSE I DID IT WONT WORK ON MY PHONE MY FIANCÉES PHONE OR THE SUBWAY EMPLOYEES PHONE!!! The won’t let me order anything won’t let me have my reward points I’ve earned won’t upload my reward points I had to submit via email because the app just doesn’t work and not I have no responses from these people and it’s excessive already this is the most horrendous experience I’ve ever had with any company and that’s saying a lot
Business Response
Date: 04/22/2024
Thank you again for giving us the opportunity to resolve this for you. An additional resolution has been sent to your email address.
Business Response
Date: 04/22/2024
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: 04/22/2024

Complaint: ********

I am rejecting this response because:
not only have I actively sent in photos of the errors and the issues that I’m having with their website and their application, but they should be able to discern and find that I requested. They delete my account and information because of this inconvenience I will no longer do business with Subway or any of his franchises, I do not like being alienated not being harassed and I certainly don’t like being hindered when I’m trying to place orders because they don’t have any grasp or grip of their own website or programs failure to provide proper security has led to dozens and Really hundreds and thousands of individuals who are having this very same issue. It should not take a week to get a response and it should not take filing a complaint with the Better Business Bureau for them to do by their consumer. The sloppy excuse they emailed me does not work for me because I’m not looking to sign up. I’m looking to have the issue addressed as to why they felt it necessary to freeze my account and stop me from using any of my debit cards even stopping me from using my ***** *** telling me that there’s suspicious activity on my account, in spite of the fact that I only ever order from the same location and I only ever order the same food every single time . Somebody’s actually going to have to address this one.

Sincerely,

**** ********
Customer Answer
Date: 04/22/2024

Complaint: ********

I am rejecting this response because:
not only have I actively sent in photos of the errors and the issues that I’m having with their website and their application, but they should be able to discern and find that I requested. They delete my account and information because of this inconvenience I will no longer do business with Subway or any of his franchises, I do not like being alienated not being harassed and I certainly don’t like being hindered when I’m trying to place orders because they don’t have any grasp or grip of their own website or programs failure to provide proper security has led to dozens and Really hundreds and thousands of individuals who are having this very same issue. It should not take a week to get a response and it should not take filing a complaint with the Better Business Bureau for them to do by their consumer. The sloppy excuse they emailed me does not work for me because I’m not looking to sign up. I’m looking to have the issue addressed as to why they felt it necessary to freeze my account and stop me from using any of my debit cards even stopping me from using my ***** *** telling me that there’s suspicious activity on my account, in spite of the fact that I only ever order from the same location and I only ever order the same food every single time . Somebody’s actually going to have to address this one.

Sincerely,

**** ********
Business Response
Date: 05/01/2024
Thank you again for giving us the opportunity to resolve this for you. An additional resolution has been sent to your email address.
Business Response
Date: 05/01/2024
Thank you again for giving us the opportunity to resolve this for you. An additional resolution has been sent to your email address.
Initial Complaint
Date:04/16/2024
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.
Online order to wrong store … called store immediately and canceled order … was told to request refund via **********

Multiple requests on subway website go unanswered
Business Response
Date: 05/01/2024
Thank you for allowing us the opportunity to resolve your inquiry.
Customer Answer
Date: 05/01/2024

Complaint: ********

I am rejecting this response because: the only message from Subway Sandwiches HQ was "Thank you for allowing us the opportunity to resolve your inquiry."... I don't see that they issued a refund for the order that was never received. If I missed a portion of Subway's response, then please advise
Further, the app should have a customer service option to submit the request directly. Placing a request on a corporate web site that never gets a response is not acceptable.

Sincerely,

**** ****
Customer Answer
Date: 05/01/2024
Please change my response to "accept ". When I checked my email Subway provided a gift card in the amount of the disputed charge. I accept and please close this case.

thank you to BBB for your assistance
Initial Complaint
Date:04/16/2024
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.
On 3/29, I tried to open my subway app. It was down again, so I had to re-log in. I looked for my saved Subway gift cards which were added into my account, and they were gone.
I contacted Subway by their page online. I received something saying they would forward the inquiry to the appropriate areas for further review.
On 4/3, I received something from Gift Card Services, asking for the full gift card number. (I had 5)! I immediately sent them.
On 4/4, I received communication saying that if the cards were lost, stolen, damaged, etc. they could not be replaced, but could I if provide if they were registered (which they were in the app), and I had proof of purchase. I wrote back saying they were registered as they were in the app, and I'd really like to speak to someone, and I had proof of purchase.
On 4/8, I wrote again asking for a reply.
On 4/10, I still had not heard back, so I wrote again, telling them I might have to contact the BBB. Also, I had spoken to a Subway employee who said it sounds like it happened when Subway updated their loyalty app. Asked them to please reply.
On 4/11, I finally heard back. Same stuff...provide a photo of gift cards, etc. I sent them pictures of all gift cards and again told them they had been in the app.
It is 4/16, and I have not heard anything back, so I am following thru and contacting the BBB.
I need to know what happened to my Subway cards! Are they out there somewhere? I've tried to re-register them on the app, and I constantly get errors. I have tried to call Subway corporate, and can't get thru to a live person. They seem to not care about their customers.
Here is the info that was on the correspondence:
****************** *********** One last thing--I had used some of the money on a couple of the cards. Each card was worth $15 (5 cards).
Business Response
Date: 04/16/2024
Thank you for allowing us the opportunity to resolve your inquiry.
Customer Answer
Date: 04/16/2024

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:04/16/2024
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 there 6 months ago and the ****** woman tried charging me more cash dollars than she was supposed to and the younger one was getting nasty with her mouth. i went there again in the past two months, i do not have the receipt and I went to pay with a 20 dollar gift card that I bought at **** *** that I do have the receipt for and the same ****** woman said that I only had 10 dollars on the gift card and she told me not to come back there. I called the BBB in *********** and they said subways headquarters are in ********** and gave me the BBB in **********. I have called a few times and the BBB in ********** never answers the phone. I have gone in to **** *** in ********* and we have the receipt that the gift card was supposed to have 20 dollars on it and they directed me to their 800 number and the 800 number has directed me to call Subway which Subway doe not answer the phone, they have a website. I have sent an email which they have acknowledged they received over a month ago but without any other response or resolution.
Business Response
Date: 04/16/2024
Thank you for allowing us the opportunity to resolve your inquiry.
Initial Complaint
Date:04/15/2024
Type:Delivery 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.
I ordered a gift card under order#********* for $25.00 to be emailed. I never received the email. The website didn't give me a chance to enter the email address to send to gift card too. They have not phone number to call and I emailed under contact and no one has contacted me. I also didn't receive the bonus offer for the free 6 inch sandwich. My correct email is ***************************. Why does the company not have a working phone number?
Business Response
Date: 04/15/2024
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: 04/15/2024

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:04/02/2024
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.
My subway account was recently hacked on 03-30-2024. I got an email from subway about a delivery order that’s from a really far location that’s in the **** ***** of the **.. I’m located in **********.. whoever hacked my account used an old subway gift card that I had stored on my subway rewards account.

I really did try my best to prevent the order being delivered on Saturday … I contacted both the restaurant and ******** to cancel the order and informed them it was a fraudulent charge.. and to NOT MAKE THE FOOD..

The order was delivered through ********.. and ******** said since the order was placed through the subway app… subway is the only ones that can issue the refund to my gift card balance. When I contacted the restaurant itself, they told me they cannot refund me since I did not have a physical receipt.. I only had an online order number and they said that’s not good enough…

I am confused on why they made the food and had the employee deliver the food , after telling them it’s fraud…

The employees at that location are very rude and are acting like I placed the order and now wanting to get a refund for free food. I do NOT live in that state.. the order was placed in ********** **.. I live all the way out in ********** , US… I’ve been hung up multiple times and was refused to speak to a manager.

The restaurant employees told me to contact ********.. not too sure why.. ******** cannot refund a subway gift card ..

And then the last response I got from customer support online from subway is to contact my bank for any unauthorized charges; however, the order that was placed had a payment method of a subway gift card that I purchased many years ago..

I need subway to refund the money that was taken out of my gift card. My bank cannot put money into a subway gift card. Nor can they dispute a charge that was made many years ago.

Order total : $15.47

The location that I had this happen is

**** ** **** ****** ********** ** *****
Business Response
Date: 04/02/2024
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: 04/02/2024

Complaint: ********

I am rejecting this response because:
Subway did not really address the biggest concern which was the data breach. Just to change my password , but are they going to be taking steps moving forward so this does not happen? The complaint before mine was also someone’s account getting hacked as well and it’s nearly impossible to get a refund. I do not think it’s fair to have your customers jump through obstacles just to get their money back.. subway customer support did give me a new gift card that was the same amount that was the unauthorized charge, but the verbage in the email made it seem like they were doing me a favor by giving me this gift card.. but in reality , they were only giving back what someone else took because it was fraud.. they also never addressed my experience with the restaurant itself.. the back and forth I had to go through with my bank, ******** , the restaurant, and online customer support.. No accountability at all.. no apology.. especially no apology on how the restaurant treated this situation… I SPOKE with the restaurant during and after I was hacked.. the manager should of STOPPED the ******** driver from picking up the food.. if subway had a data breach.. all their customers SHOULD be notified just so situations like this does not happen.. if you are another customer reading this .. please DO NOT put a saved payment of any sort in your subway rewards account.. you WILL get hacked and subway WILL try to brush this under the rug and pretend it did not happen.

Sincerely,

An upset customer
Initial Complaint
Date:04/01/2024
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.
Order #: 9E7E33EB-6C
Date of Transaction: March, 13, 2024 2:55pm CST

I placed a delivery order on the Subway app in the amount of $34.68 that was paid *** **** **** ending in **** on my account. Email address used is *************************

I was alerted to a driver picking up my order via the tracking service provided before my order was ultimately voided. I only received notice in the app, where it to this day, showcases the order of (3) footlongs costing $34.68 'voided'.

Upon immediate notice of my order being cancelled I did research to find out about refunds from Subway to see that there seems to be different scenarios from some people finding it difficult to receive a refund. Due to this, I immediately contacted Subway support online about my order and refund. (I also want to notate that the app said it could take up to 10 days for a credit or pending transaction to fall off debit/credit for my order...nothing about a gift card though.)

I did not get a response. So, I contacted online support again on March 20, 2024 to also not get a response. I also tried calling the store and Subway support number multiple times where to order was placed to no answer. So, today, March 28,2024 I went into the store to speak to a manager. He claims to have received my emails I sent to Subway support and told them that it was an IT issue that they needed to deal with. (Again, I received no response regarding these emails.) He let me know that I would need to contact Subway's IT department for assistance as his store does not have payment and cannot help me. He did not provide a number I could call. So, I tried reaching Subway # again but can not reach anyone and sent another email trying to state what the manager said.

At this point, I would just like to receive the appropriate credit to my Subway gift card or a new gift card issued in the amount of $34.68. So, it can be a refund or store credit.
Business Response
Date: 04/01/2024
Thank you again for giving us the opportunity to resolve this for you. An additional resolution has been sent to your email address.
Initial Complaint
Date:03/28/2024
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 made MULTIPLE attempts to contact subway to simply change my email address. I have tried the contact portal online, social media, to no avail. The app will not let me change my email so I attempted to delete my account. Found I could not do so without contacting support. I tried this form online. Recently I received an email Request ID: **********) to view the request, which prompts an access code to receive to my email. The code NEVER comes through. Neither at old nor new email just to be thorough. I have exhausted all my options to simply update my email address.
Business Response
Date: 04/01/2024
Thank you again for giving us the opportunity to resolve this for you. An additional resolution has been sent to your email address.

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Franchise World Headquarters LLC is NOT a BBB Accredited Business.