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:02/17/2023

  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.

  1) I used the SUBWAY app today because they were running a promo to buy one foot-long get one free. Understand that I have used the app before. The last time I used the app it asked me to put in my payment app offering ***** ***. it is important to note that I have two credit cards in my ***** *** wallet and they work well with every retailers. The first time I tried to order, it asked me to take a snapshot of the credit card so I did it a asked me to take a snapshot of my ******** ID which I did. I completed the process to pay. it told me the card was already in my wallet. Huh?. When I did and went through that entire process again, it said the card was already in my wallet. It ask me to do it again. me to put all the information in all over again. Again it said it was already in my wallet. At this point, I could not pay, 2) Now they provide a live delivery service that sometimes has issues but they DO NOT provide immediate support via chat unless you pay A rather large fee. When they do something wrong or I have a problem I have to Pay for support?. The only other option that they have for support is to email them. What are the chances that I’m going to get immediate assistance when I send an email? Wait don’t answer that. based on my past experiences I already know. 3} I tried the order again and again and again, and got the same issue. in a last ditch attempt to get help, I called their corporate headquarters. They are very clear in theirI IVR that they only provide support online. They say it is to provide better customer service. Right. if you deliver a live service, you need to have some sort of live support. Otherwise your model is just bad. So then I pressed zero for the operator. as it instructed for more assistance. It’s the middle of the day and guess what. They don’t answer are. At that point, I gave up after hours of trying. Shame on thwm I was forced to ******** which I paid double for because they didn’t accept the promo and the prices

  Business Response

  Date: 03/06/2023

  Hello, we have tried to reach out multiple times and are unable to get in contact with you. Thank you. 

  Customer Answer

  Date: 03/14/2023

  This is my second complaint. After the first complaint, I was contacted by the business. A gentleman named. Peter at. ###-###-#### extension, ** **: I do have his last name, but I will not share it here. When I made th09 the complaint, he was very attentive and offered a solution. A $12 discount on my next order. A few days after I went to order and that coupon had expired. I called his number and left messages for the next week and all of a sudden I got no responses. as of now it has not been satisfied. Funny when they think they’re OK they disappear. I am not OK.

  Business Response

  Date: 03/15/2023

  Thank you for allowing us to resolve your inquiry. 

• Initial Complaint

  Date:01/27/2023

  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.

  On 2023-01-09, I received email from SUBWAY with subject "$5.99 for a Footlong ?? Limited time only".
  
  The msg includes, "Limited-time deal! Get a Footlong for only $5.99", "Offer only available in app or online", "*Redeemable at participating U.S. restaurants. Add-ons addt'l. Plus tax. Addt'l fees apply on delivery orders. Cannot be combined with other offers.... Excludes Footlong PRO®, Fresh Melts®, Wraps & Vault subs. Expires 01/16/2023.", and "This email was sent by Franchise World Headquarters, LLC, *** **** **** ********* ** *****1." NO PROMOTIONAL CODE WAS INCLUDED.
  
  On 2023-01-13 and 2023-01-14, at ****************** I tried to order from Restaurant #***** ******* ********** **** ********** *** ****** ****** a classic roast beef sandwich with no add-ons or anything else that should increase the price, but the price persisted in showing as $11.79. The $5.99 sale price was NOT showing.
  
  On 2023-01-13, I called Restaurant #***** (*** *** ****). The manager said to follow the email's instructions, which she did not sound familiar with, but I had already done so.
  
  On 2023-01-14, I called Restaurant #***** after again the check-out price would NOT show as $5.99. Employee Ytzeo was unfamiliar with the email and suggested I look for a promo code in it. I told her I had looked, and there was none. She said she could not help as this was a matter I needed to pursue with the Subway corporate office.
  
  On 2023-01-14 and 2023-01-16, I submitted a complaint at **************** about the above. I added, "If the issue is that the email message should have included a promotional code, can you please send me TWO codes ASAP so that I can order a sandwich today (2023-01-14) and another one tomorrow (2023-01-15)?"
  
  No response from a human has been received, no promotional codes have been received, and efforts to reach Subway via telephone are impossible because recordings say Subway has "moved to an entirely digital customer support experience".

  Business Response

  Date: 01/30/2023

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

• Initial Complaint

  Date:01/19/2023

  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.

  Subway had frozen 3 of my Gift Cards – without any explanation or notification. I reported this – through their on-line reporting form as well as email - but had no response. I explained that I am a loyal Subway customer and have been making multiple purchases of the cards to take advantage of year end, beginning year sales for my family. This required logging into our Subway accounts and linking the cards each time. I assured that this is not a case of Fraud.

  Business Response

  Date: 01/20/2023

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

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair 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.

  Placed 2 service tickets for application issues reward is gray out. No one ever got back to me

  Business Response

  Date: 01/09/2023

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

• Initial Complaint

  Date:01/03/2023

  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 12/30 at 542 I called subway located on **** **** **** ***** * **** **** **** ****. I placed an order and it NEVER said it was located inside the hospital. With everything going around and us being covid positive I didn't think it was fair to go In to a hospital. The app said my food was not made yet and when I spoke to employee Evan he acknowledged that but said he couldn't refund me because nobody trained him on online refunds. He said he tried calling his "boss" 2 times but he wouldn't answer. I told him I was going to keep calling until i got my money back. At 5:57 pm I noticted my order said it had been picked up. That's a lie. Nobody picked it up. Nobody will answer the phone and they pick up and hang up on me. This is not for 1 tiny order, it was for 5 meals. I need my money back. This location has horrible reviews. Please refer to order ***********

  Business Response

  Date: 01/04/2023

  Thank you for reaching out. We have tried reaching you several times to resolve your inquiry and sent a follow up email. When you have a moment please reply back to that email so we can ensure this is resolved promptly. Thank you. 

  Customer Answer

  Date: 01/04/2023

  
  
  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 if I am refunded. I will not accept a gift card. I also request that this location work on customer service and all their negative reviews. 

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

• Initial Complaint

  Date:12/28/2022

  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.

  This isn’t the subway this problem occurred at, it was more of a app issue, and I picked the first one that came up when I searched subway, because Subway Franchise World Headquarters at *** *** **** ******** ** ***** didn’t come up on the list. Also, the one where the order was placed didn’t come up, and that one is Subway at **** ******* **** ******** ** *****. I placed a order on 12/23/22 on the Subway app, on my *Phone, and when I placed the order, it immediately said a error message, and then went back the the default homepage with my cart empty. I checked my email, just to make sure nothing was ordered, and received no confirmation email that it was placed. I then created the same order again, and when I hit submit, it then said they wasn’t taking orders. The money sat pending until 12-26-22x then it went through $11.44. I talked to Subway in *******, and they were really helpful, the order never went through. They have no control over the Subway app after 15 minutes, and that’s more of a corporate problem. I called corporate at ###-###-#### in *******, and hit 1 for customer service, and it tells me all problems are handled digitally, and told me to go to *********************************. When I go to the website, it says, oh…subs something went wrong!. I would like my $11.44 back, but it’s impossible to get in contact with Subway World Headquarters.

  Business Response

  Date: 12/28/2022

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

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair 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.

  My subway login (***************) has been having problems for the last 6 months. I have called their 800 number only to be told to send an email. I've emailed countless times, with no response. I have made numerous purchases at their stores and my rewards tokens/points are not being counted. I feel I am entitled to compensation as a result of this, until my account is fixed. The app won't allow me to login, the website lets me place orders, but doesn't count any rewards. I demand a fix for my login and compensation for all of the missing rewards.

  Business Response

  Date: 12/16/2022

  Thank you for allowing us to resolve your inquiry.

  Customer Answer

  Date: 12/16/2022

  
  
  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 want to strongly advise Subway Corporate to bring back phone representatives in order to resolve such issues much faster and more efficiently. I should not have to file a BBB complaint in order to resolve issues with my Subway mobile app.
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:12/15/2022

  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.

  Today , December 15, 2022, I visited the Subway location at *** ********* *** ********** **** *****, ************* ***** ******** The store hours are posted on the window and online 8:30am-9:00pm. Today,I arrived at 8:30am to place an order and the ** employee informed me that the store opens at 9am. I had to wait for 30 minutes to place my order. I asked the lady why do the hours posted say 8:30, no response.
  
  I was late for my 9: 30 meeting. This location needs to honor their posted hours or change their hours.

  Business Response

  Date: 12/15/2022

  Thank you for allowing us to resolve your inquiry. 

• Initial Complaint

  Date:12/15/2022

  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 have been trying to use the Subway app and website to place an order so I can use my Subway gift card. Each time I try to place an order I get an error message and the order can't be processed. I sent a message through the app explaining my issue and I never got a response. I checked the reviews for the app and many other people have the same issue. I had to place my Subway orders through **** ****

  Business Response

  Date: 12/19/2022

  Thank you for reaching out. We have attempted to reach out to you with some follow up questions. When you have a moment, please respond and we would be happy to further assist. 

• Initial Complaint

  Date:12/12/2022

  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.

  Hi, I visited Subway#******* at 5965 Cumming Hwy Sugar Hill GA 30518 on 12/4/2022 at 3pm ( Transaction# ********** ). The kids working in the store refused to honor my valid coupons, which I received from a national Subway mailer, stating that: "Those are promotions sent out by Corporate, not our store; we never honor any Corporate promotions or coupons, and we never will; they would put us out of business." After asking for the name/number of the manager/franchise owner, one of the kids identified as his son and stated "That's my dad, I'm his son.. You don't need to talk to him, I already told you dude. Period. End of discussion." The one sub they did prepare for me was of very poor quality and had hardly any ingredients in it.. It seemed like the kids working there were upset over the coupon dialogue and took it out on my paid sub in a passive-aggressive manner. When I did provide store feedback and received a call back from Franchise Owner Daryouch A***, he was defensive, combative, and insistent that none of his employees are ever rude or disrespectful to his guests, and that I "would have to be an idiot to think a business would accept coupons at a negative margin". After he told me to "shut up and stop talking", and "you know what, go to hell, find somewhere else to eat then, there are lot of places!" I contemplated between submitting this BBB complaint or filing a chargeback. If Subway franchisees are not going to honor your promotions, stop running ad campaigns and sending out coupon mailers. This creates bad will with your customer base, and negative brand association. Thank You for your time and attention to this matter. -***

  Business Response

  Date: 12/12/2022

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

  Customer Answer

  Date: 12/12/2022

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

   

  There is no response here, all the franchise owner did was call me and argue with me for several minutes, denying every point I made in my complaint. He told me "go to ****** for your subs, then! We don't want you here!" Unbelievable... very rude and unprofessional.. Please have someone from Subway *Corporate* contact me, *not* the incompetent franchisee... Thanks... -***

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

  Business Response

  Date: 12/12/2022

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