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:08/16/2023

  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.

  Company repeatedly sending offers through postal and email that are not honoured by local stores.
  
  Offer of "BOGO free" received by email in May of 2023. No local stores would honour the offer.
  Sent complaint to company using website Comment form on 5.12.2023.. Receipt acknowledged by company which suggested someone would be following up. Have not received any further contact regarding issue ever since.
  
  Received similar offer through postal mail end of last month (July 2023). Again, no local store will honour offer.
  
  In both cases, I found only 25% of the more than 20 plus locations in an approximate 250 mile radius of my home where I received the advertisements, would honour the offers. The closest being over 60 miles away, even though there are approximately ten locations in my local area.
  
  I find this type of advertising to be grossly misleading, and a type of "Bait and Switch" tactic especially since the fact that the locations do not indicate they are not participating in the offer until the order has been placed, followed by the suggestion that the order be finalized anyway without the offer.

  Business Response

  Date: 08/17/2023

  Thank you for allowing us the opportunity to resolve your inquiry.

  Customer Answer

  Date: 08/17/2023

  "MESSAGE FROM BUSINESS:
  
  Thank you for allowing us the opportunity to resolve your inquiry."

   

  I don't understand.  What am I supposed to do with this?

  Please provide more information.

  Business Response

  Date: 08/17/2023

  Thank you for your inquiry.  Further information and details of our resolution were sent to the email address you provided to us.

  Customer Answer

  Date: 08/23/2023

  I have recently received a generous number of coupons and a gift card from the company.  While it is a gracious offer, I don't understand how this relates to my request that they refrain from advertising promotions in areas where they are, in fact, not available.

  Business Response

  Date: 08/23/2023

  Further
  details and instructions have been sent to the email address you have provided
  us.

  Customer Answer

  Date: 08/31/2023

  A reply to the company requesting information regarding the listing of locations in my area that were, and were not, participating in the promotion has been provided to them directly.  Limitations to attachments permitted by this website preclude me from including them in this communication.

  Company's suggestion that I unsubscribe from receiving further email promotions from them does not change the fact that these promotions are misleading to anyone that receives them.  In addition, they do not address the fact that promotional postal mailings are also being sent to addresses where none of the local stores agree to accept the promotions.

  Since my initiation of this complaint, I have received another online offer from the company.  This time, once accessing the website, the locations that agreed to participate in the promotion were clearly listed.  This was a great improvement' however, once selecting the "participating" location, the promotion was denied as being inapplicable to my purchase even though it met the terms as listed on the advertised offer.  To check this, I placed the same order with another listed "participating" location (40 miles away) and the offer was accepted without an issue.

  I have included attachments related to this latest promotion, my attempts to apply it, and the successful application of the offer at a different location.

• Initial Complaint

  Date:08/14/2023

  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 placed an order from the Subway store at **** ******* *** ****** **** ** ***** around 3:00pm today. The order was not delivered. When I called the store for resolution, the employee said that this was not his problem. When I went on to explain that I ordered on the subway website and received confirmation from subway, again he stated that it's not his problem and that he was alone at the store. He hung up on me.

  Business Response

  Date: 08/14/2023

  Thank you again for giving us the opportunity to resolve this for you.

  Customer Answer

  Date: 08/14/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:08/10/2023

  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.

  On 7/4/23 @ 12:02pm I placed an online order for delivery. It appears that the web page changed the delivery address from my home (the default) to the store's address. I did not know that had happened until the delivery driver contacted me. I promptly redid our order and contacted the store. I was told by the store that I needed to contact ********, which I did and ******** filed for a refund for me. ******** states since the store took the payment, the store needs to initiate the refund and then ******** would settle with the store.
  On 7/6/23 I spoke with the store manager who told me they don't do refunds on delivery items, that it needed to be ********, I asked to have the are manager contact me. I received a token email with no follow up. Since then I have sent 5 additional requests online for assistance. Subway will not provide you any means of communication other than online.
  This is what I am asking to be refunded to me:
  
  2023-07-04 12:02 PM
  Delivered from **** * **** ****** ********** ******* $19.94 paid with ********** ending in 8310
  
  I am at a total loss as to what to do since I can't seem to speak to anyone.

  Business Response

  Date: 08/14/2023

  Thank you for allowing us the opportunity to resolve your inquiry.

• Initial Complaint

  Date:08/10/2023

  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.

  I entered the store at around 11:10 and asked about the free hero sub and was instantly greater rudely that they was sold out. I proceeded to order another sub. Once the guy that was making my sub brought it over to the station I asked to add items and was told that if I don't tell them while they are making the sandwich then it won't be added. I asked for the manager and was told by the rude guy that he was the manager then I asked who was over him and he stated that he was over himself. I asked for the owner contact information and he told me that there's no contact information for the owner and to not come back to his store. He wouldn't give me a fund for a sandwich that I did not get made the way that I wanted.

  Business Response

  Date: 08/14/2023

  Thank you for allowing us the opportunity to resolve your inquiry.

  Customer Answer

  Date: 08/22/2023

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

  This matter has been resolved.

   

  Thank you,

• Initial Complaint

  Date:08/07/2023

  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.

  Hello,
  
  I visited the subway at *** ** ****** ******** ****** ** *****. Receipt Transaction# **** * ****** Order ************.
  
  I placed my order online for this store and when I got there the food wasn't made at the designated time, wasn't even started. But that was no big deal, they said they got busy. But not all of my food was made because they ran out of food.
  
  I asked to see if they would process a refund and was told since I ordered online they have no control over it. They told me to go through the app. Which I sent 2 different complaints on asking about my refund through the subway.com contact us section. Dates are July 27th and August 2nd.
  
  I haven't heard or seen any emails from them on solving the issue. If there's a way I can just get my money back or something to get my food that I purchased. I am attaching the receipt for proof of purchase.

  Business Response

  Date: 08/09/2023

  Thank you for allowing us the opportunity to resolve your inquiry.

  Customer Answer

  Date: 08/09/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/03/2023

  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.

  1) I have gift card #**** **** **** ****. On 08/01/2023 i had a blance of $8.40 left on my card on the subway online app
  2) I was placing an order on 8/1/2023 but had to update my debit card since it expired on 07/31/2023.
  3) After I updated the info i went to complete the order but the Subway app said that my gift card balance was $0.00 but i never placed an order and Subway stole my $8.40 on my gift card
  4) I have sent 4 emails via the subway portal to request they run a gift card history to support that I had the balance of $8.40 as of 08/01/2023
  5) All i want is for them to refund my $8.40 so that it appears on my subway app that is linked to my email ***************************** or phone number ###-###-####..
  
  Regards,
  *********** *****
  *****************************
  phone number ###-###-####.

  Business Response

  Date: 08/03/2023

  Thank you for allowing us the opportunity to resolve your inquiry.

• Initial Complaint

  Date:08/03/2023

  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 June 14th I made a purchase for food through the subway ap.
  
  I expierenced technical issues related to their ap not user error but was able to add detailed notes on how each sandwich was to be prepared these instructions actually were on my final recipt but were not followed.
  
  Subway no longer allows direct contact or even follow up once they forward the email to the location.
  
  Each time the manager replys and then does not follow up. I email them wait and get no reply having to go back online fill out the form and wait again. Each time the Manger claims they are not getting my replys.
  
  I have filed 5 complaints through the website now and was last promised 4 weeks ago coupons for free subs in the mail.
  
  I've yet to recieve those coupons or a reply acknowledging my physical adress verification was recieved.
  
  Almost 2 months after the first complaint I paid for a meal for 2 people that could not be eaten.
  
  Subway never addressed the corporate side of the app functionality issue which was the root cause of this whole debaccle.
  
  Only having the store who seems incapable of both reading instruction on a web/ap order or resolving a complaint through this horribly created platform.
  
  I am no longer willing to accept a replacement. We have passed this point.
  
  I am requesting a full refund.
  
  I also feel due to the amount of my time invested in trying to resolve this being so excessive that the company should be providing me with an additional type of accomdariom in the form of a gift card which van be used at any Subway location of my choice as I will never be putting my money into the pickets of that location again.
  
  I am a corporate escalations supervisor.
  I don't file complaints unless warranted.
  
  My time is valuable and this amount of follow up is just entirely unacceptable.

  Business Response

  Date: 08/03/2023

  Thank you for allowing us the opportunity to resolve your inquiry.

  Customer Answer

  Date: 08/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is a generic auto reply and contain no actual communication.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 08/07/2023

  Thank you for reaching out. We sent you an electronic gift card and added tokens to your account. 

  Customer Answer

  Date: 08/08/2023

  
  
  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.
  
  

  Greetings,

   

   I appreciate someone finally trying to correct the issue.

   

  I'm not happy that it took nearly 2 months 5 tickets through the ap and one BBB complaint to arrive at what was such a simple fix the day after my visit by simply preparing the sandwhches as ordered.

   

   

  You may wish to look into your system whereby a consumer does not have to fill out a full new ticket for instances where the franchise location is failing to respond or resolve.

   

  There should be a better way to expedite this since you've ceased all phone options.

   

  My time just as ever consumes is valuable.

   

  This system is grossly inefficient when any reconnect is necessary.

   

  After reconnect it should escalate internally to a district manger.

   

  That should not be on the 5th submission for same order/issue.

   

  I appreciate your consideration to making your new complaint process more user efficient moving forward.

   

   

  With appreciation,

  ******* *******
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:08/02/2023

  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.

  On 6/12/23 I placed 3 orders using the app on my phone. The order numbers are ***********, ***********, and ***********. The orders totaled $173.03. After I placed the orders I received a phone call asking me if I placed the orders and I confirmed. I then received another phone call a little later saying they could not fulfill my orders and that they were cancelled. When I asked why the person said the orders were too large. I paid for the orders through the app using my gift cards that were charged. I never received a refund/credit back on my gift cards. I was charged for items I never received. The person on the phone said I had to go online to get a refund, but I still have not received a refund/credit.
  I have tried to call the store ***** ******** and no one answers the phone and when I try to leave a message for the district manager the mailbox is always full.

  Business Response

  Date: 08/02/2023

  Thank you for allowing us to resolve your inquiry.

• Initial Complaint

  Date:08/01/2023

  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 has coupons delivered in weekly mail but NOT one Subway within a five mile radius accepts them. Even had a store manager confirm this to me. The location I visited didn’t even have a sign in window, said they weren’t allowed, ordered and found out when paying they wouldn’t take my coupon’. Came home and called multiple locations to ask and all said, we don’t take coupons. False advertising. Called company customer service number shown on website but they don’t take phone calls. Filled out complaint form, no reply.

  Business Response

  Date: 08/01/2023

  Thank you for allowing us the opportunity to resolve your inquiry. 

• Initial Complaint

  Date:07/31/2023

  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.

  We placed an app order on 07/19 for Subway location *******. I ordered 4 combos/meals. I get there to pick up the order and then told they are out of Tuna. I was given the option of replacing our 12" sandwich with another. I did so as I did not have much time left for lunch. I assumed that meant the tuna salad was made as there was no mention of a substitution for that, however when I got home there was nothing. While at the restaurant they only had one correct order of chips in stock and none of the lemonades were in stock and one of the fountain drinks we ordered I believe was out of service/empty. It was a fairly bad all around experience. The employees were nice and fine, but there is no way I should be able to place an order without receiving a notification that you do not have what I ordered. In summary, I had to substitute a sandwich, 3 bags of chips, 3 drinks, and I was completely missing the tuna salad. That is an extremely low accuracy for an order.

  Business Response

  Date: 08/01/2023

  Thank you for allowing us to resolve your inquiry.

  Customer Answer

  Date: 08/02/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******