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:03/29/2023

  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.

  I made a purchase back on 7/29 at Subway near **** ******. I made purchase for one sandwich using the gift card on my app. The store told me that it wasn't registering and I kept trying. At the end of the day, I believe i was charged about 7 times for one sandwich. I called the Branch and they told me that they only charged me once and its a problem that the HQ has to fix (** ***** ***** ** ************), . I contacted the customer service who told me i should contact "gift cards" section on ************************************************. I tried contacting them 4-5 times. I never got a response. Now, I'm deployed overseas and do not have a good way of communication. You guys run a crooked business with terrible customer service.

  Business Response

  Date: 04/04/2023

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

  Customer Answer

  Date: 04/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I'm deeply disappointed about the customer service i received. I reached out more than 10 times via 3 different venues (phone call, website they referred me to, as well as email and separate contact to the chain) and i had not received a response for more than 8 months. It's sad to see that they would respond to a BBB complaint in a matter of days while ignoring all my other attempts. Yes they resolved my issue somewhat. Should it have taken 9 months and so much of my time and attempts? I think not.
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:03/29/2023

  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'm not happy with my 3/28/2023 visit to the Subway restaurant located at **** ** ***** ******* ***** **** ** *****. The quality of the food was not acceptable. The bread (white) of my sandwich (6" Spicy Italian) was dry. In fact, the top of the bread crumbled and flaked off. I had to repeat myself several time to the staff member when placing my order. When asking for parmesan peppercorn dressing, the staff member had no idea of what I was talking about. The store either didn't carry it or the staff member couldn't find the dressing. When I was rung up with my Subway gift card, the staff member didn't put my sandwich in a bag nor did he give me any napkins. He just put my receipt down on the counter next to the sandwich and walked away. No thank you or anything. Later in the day, after filing a complaint on the Subway corporate web site, I received the following response from Shayna V***********, a regional manager: " I want to take a moment to thank you for contacting me and sharing your feedback regarding your recent Subway® experience.
  
  At Subway, we often promote different products in new, creative ways in order to keep things fresh and appeal across the broad spectrum of our loyal customers. I appreciate your feedback and the time you took to share your point of view. I apologize your last visit did not meet your expectation. I have shared your feedback with my team to improve our customer service.
  
  Thank you for being a loyal Subway® customer and we look forward to serving you again in the future.
  
  Shayna V***********
  Regional manager"
  
  This generic response is inadequate, completely tone deaf, and misses the mark. It does nothing to fix the matter and is insulting. This doesn't change the fact that my sandwich (and service) was completely unacceptable and I want Subway to put it right. I'd like a replacement (ie. gift card) or a refund for the sandwich. Thank you.

  Business Response

  Date: 03/30/2023

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

  Customer Answer

  Date: 04/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Someone from Subway called me on 3/29/2023 at 2:28pm CST and left me a voice mail message.  He said his name was Peter from Guest Care and could be reached at ###-###-####.  I tried that number and extension a few times and got a message saying that the extension was not valid.  I then tried to dial by first name and got a message that there were too many extensions by that name and that I couldn't be connected.  Furthermore, there's no human answering the phone at that number.  I would prefer that Subway Guest Care would contact me via email, so that I could get specific instruction on how to get a hold of someone at Subway. 
  

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

  Business Response

  Date: 04/04/2023

  Thank you for taking the time to speak with us today and allowing us the opportunity to resolve your inquiry. 

  Customer Answer

  Date: 04/05/2023

  
  
  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:03/23/2023

  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.

  I received a Subway ad sheet with coupons in my mailbox.
  On March 15, 2023, I drove to the local Subway sandwich shop in ******** ** and found during ordering that they do not honor coupons.
  While I understand the usual 'participating stores only,' disclaimer, it is 'strange' that the only Subway store within 30 mins drive of my rural ** house would not participate in a promotion that was delivered by the **** to our postbox.
  
  There is no sign on the door of the shop saying they do not honor coupons. By the time a customer is ordering it is impractical to cancel the order and walk out .
  
  I believe this is in appropriate conduct by the operator distribute and not honor coupons. And not to post this on their front door.
  
  I submitted a complaint to the Subway corporate customer service site on March 15 and have not received a response beyond the original acknowledgment.

  Business Response

  Date: 03/23/2023

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

• Initial Complaint

  Date:03/23/2023

  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 March 7, 2023 received gift card from job for subway. I've been unable to use this gift card at anytime since this date. It's been 2 1/2 weeks, I've repeatedly called, sent messages on ******** and sent messages on the customer care site and haven't received a response or the gift card unfrozen. The numbers they have listed are impossible to reach a human agent.
  Customer Service:
  ###-###-####
  ###-###-####
  Complaints/ Feedback
  ###-###-####
  *** ****** ******* ******** ** ****** ***. The corporate office phone number is ###-###-####.
  EVERY number leads you to the same place and hangs up on you before stating to send a message through customer care on the site and I've sent messages and called numerous times since March 7th.
  After reviewing other sites, seems possible scam and needs referring to ******** ********* ****** *** ******** **********. I'm requesting refund for posted amount, this is not how I choose to spend my free time hunting Subway down and would rather not have to deal with freezing, unfreezing and no contact options.

  Business Response

  Date: 03/23/2023

  Thank you for reaching out. This gift card is active and able to be used. In ***** we are unable to refund gift cards over $2.50. 

  Customer Answer

  Date: 03/30/2023

  
  
  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:03/20/2023

  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.

  The subway located at ******* ***** ** inside the ********** ** ******** is full of trash employees who get mad when they have to the subs all over again! I need corporate to respond!

  Business Response

  Date: 03/27/2023

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

  Customer Answer

  Date: 03/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  *******
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:03/09/2023

  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 uploaded two gift cards to my Subway.com Account for $200 each to support my kids school (total $400). On 12/28/22 I received an email saying I had uploaded another gift card to my account (I did not), and since then, all of my gift cards have disappeared. I have contacted Subway via ******** *********, via phone, and using the Guest Care link on their website on January 11th, January 12th, February 8th, and again today. I am told that my account is "frozen" for suspicious activity - so I changed my password to my account. But I have requested that it be UNFROZEN so that I can utilize my $400 worth of gift cards, but I have received ZERO communication or correspondence. I would like a refund of $400 which is inclusive of interest and collection costs.

  Business Response

  Date: 03/13/2023

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

  Customer Answer

  Date: 03/15/2023

  
  
  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.
  

   

  Thank you!
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:03/08/2023

  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 place my order on the app or online since IT'S CHEAPER.
  My order was placed online tonight and in the "ORDER NOTES" I stated, cucumbers on the side and banana peppers on the side. UNDER THAT SAID, PLEASE NO NOT MAKE THIS ORDER UNTIL I ARRIVE.
  I called the store multiple times to make sure they read my message.
  I prefer to watch my order be made instead of TRUST that it's done correctly.
  I arrived and the FEMALE Employee was informed that I asked for my order to not be made, until I arrive.
  SHE SAID, I DIDN'T SEE THAT...
  But in the bag she had Banana Peppers and Cucumbers on the side. SO YOU DID SEE THAT!!! Some might say SHE LIED!!! I can't trust a liar with my food.
  You would know that it's on the side if you read my message.
  WHICH MEANS SHE SAW MY REQUEST!
  I stated, I am not taking that since I don't know what you put on it.
  She stated, "well I am not making it over". I stated, then I am FILING A COMPLAINT due to poor customer service. I get my order THEY WAY I REQUEST IT. Not the other way around!
  She walked away! Rude...
  I do not know her name and I want my complaint to be taken seriously. 03/07/2023 8:45 PM PST.
  It's COVID and they are lucky I am even purchasing, instead of making my own food.
  I WAITED UNTIL THE GUY GOT OFF THE PHONE.
  I said to him my order stated, says do not make it, until I ARRIVE. He saw that too.
  With a smile, he made my order over and the way I like it.
  His customer service is the reason I will return. He was fantastic!
  As for the Female, if she's there when I arrive next time, I am leaving. I will not order that day!
  I absolutely hate poor customer service especially when it's dealing with MY FOOD!
  
  She started speaking in ******* for a reason and I am glad her ignorance prevented me from hearing it.
  SHE WAS WRONG, TO THINK SHE COULD DO WHAT SHE PLEASE!!!
  In the bag she had for me, MY ORDER WASN'T EVEN COMPLETED. So she rushed and failed...
  You would think that bread was coming from her check. My goodness! Just nasty!!!

  Business Response

  Date: 03/22/2023

  Thank you for allowing us to resolve your inquiry. 

• Initial Complaint

  Date:03/06/2023

  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.

  I had a $50 gift card. I used it two times for less than 20 total. When I tried to use it a third time there was less than $2.00 left. I have tried to contact the company with no results.
  
  Any thing you can do to help would be appreciated
  
  Thanks
  ****** *****

  Business Response

  Date: 03/06/2023

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

  Customer Answer

  Date: 03/07/2023

  
  
  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:03/03/2023

  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.

  I have a subway git card went to a local subway in *** ***** ordered sandwiches swiped the gift card reader said denied. Paid for my sandwiches with.my debt card asked the employee if the cards expire he said yes after 1 yr. The back of the card says they don't expire used the subway auto phone system gave the card number and the pin number the auto voice said card is viable and said 25$ on the card. Can get a hold of subway.by phone, no customer service referred me to thete website. Left emails no response. How can I connect with them by phone or live chat. Horrible customer service, had to pay cash instead f using my gift card, the emoyee was mis informed and clueless. Can you please help me. Thank you very.much. Mark

  Business Response

  Date: 03/06/2023

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

  Customer Answer

  Date: 03/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  the business response is a canned response and says nothing to address my original complaint.  How to reach them to unscribe.  It really shouldn't be this difficult or 

          this frustrating.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 03/06/2023

  Hello,

  We have been in contact with you and verified your gift card balance as well as sent an additional $10 gift card.

  Thank you

  Customer Answer

  Date: 03/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:02/22/2023

  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.

  I placed an order with a Subway store in ******* ****** ** for delivery, but it was never delivered. The store was able to refund the portion I paid using a credit card, but I also used a $15 gift card for the order. The individual franchise was not able to refund the gift card portion, and directed me to reach out to Subway corporate. I've put in several tickets/requests through Subway's online helpdesk system, and have heard absolutely nothing back in almost 3 weeks. I've tried calling the corporate phone number several times, and it just kept ringing and ringing. I finally got ahold of someone today, and she essentially said she couldn't help me and that there was no number for the gift cards division that she could provide.

  Business Response

  Date: 02/22/2023

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