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:04/02/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 responded to a subway advertisement that read, " GET ANY FOOTLONG FOR $6.99."
  
  Here's a breakdown:
  Promo Code: *****
  Where to Use: Subway app or Subway.com
  What you get: Any footlong sub for $6.99
  
  I PAID $$33.46 FOR 3 SUBS, WHICH WAS NOT WHAT WAS ADVERTISED.
  
  PLEASE HELP ME TO RESOLVE THIS MATTER.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 2/16, I placed order *********04. I ordered 2 tuna subs. When I got home, I found out that there was an issue with my order - one of the subs was not made correctly and did not have cheese. Same day, I submitted a request via the contact form on Subway web site describing this issue. I received a response from the owner asking me to call (copy of the email is below). I called - but it was the wrong number. I also emailed several times - no answer.
  
  These are the dates/times when I emailed/called about this issue:
  2/21 - emailed
  2/24 - emailed
  2/26 - emailed
  3/5 - emailed
  3/7 - emailed
  3/7 - called
  3/24 - submitted another complaint form
  
  I also placed another order on 2/24 (order #********-3A) and had the same issue - one of the subs was not prepared correctly (it again did not have cheese).
  
  I need 2 subs replaced and prepared correctly. Food costs a lot these days, and when I order food, I do expect it to be prepared the way I want. If it's not, I strongly believe the business should offer to redo it. I think thats a reasonable expectation. It should not be this hard to get your order redone correctly. This has become a matter of principle.
  
  This is the information I received from the owner:
  Dear Inna Pylyayeva,
  
  I want to take a moment to thank you for contacting me and to extend my apologies for the less than ideal experience that you had in my restaurant.
  I understand that the food during your visit did not meet your expectations. I know that we have let you down, and for that, my team at Subway® is sorry.
  
  I want to make this right, and I am always looking for ways to improve the experience for my customers, so I shared your feedback with my team to prevent this from happening in the future.
  I refund you free Tuna on your next visit
  Please call me or text me anything I can help
  Call **********
  
  Thank you for choosing Subway® and we look forward to seeing you soon.
  
  Bijalkumar P****
  Owner

• Initial Complaint

  Date:03/31/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 2 subs from subway online using their BOGO promotion on Feb. 24, 2025. I was unable to use a subway gift card with a balance of $2.89 along with my credit card. I used the gift card first, then my credit card; the entire charge defaulted to my credit card. I went to the ****** Subway and placed my order there. I always pick up my online sub orders at the ****** ** Subway. After they made the subs, they would not give me one of them for free; they said the foot long BOGO was an online promotion only. I explained the problem I had trying to use both my gift card and credit card online for payment, but they would not give me the second sub for free. I only paid for one sub; the other one was put on their rack. The ****** store was able to process my gift card and credit card at the same time. I called Subway customer service at home and was told by a recording to visit their website. I was never able to speak to a person, only got a recording. I did this and the website stated they were having problems with gift cards. I completed Subway's customer support form explaining the problem, and requested a free sub voucher. I have uploaded emails from Subway dated Feb. 24, Feb. 26, March 3, and March 4, 2025. The emails state how to use both a gift card and credit card for payment, which is exactly what I thought I did. I had to pay full price for one sub when I should have gotten 2 subs for the price of one. I have not received a response since the March 4, 2025, email.
  Even though we pick up our subs from online orders at the ****** store, I don't know if they are the ones at fault or if it is Subway Incorporated at fault.

• Initial Complaint

  Date:03/24/2025

  Type:Facilities Issues
  Status:

  UnansweredMore 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 1/2/25, my Subway rewards app locked up, said there was an issue, and instructed me to contact “guest care”. At the time of lockup, my rewards balance was $134.00 (see attached photo). Multiple attempts to contact “guest care” through the app submission form have been unsuccessful; no response. Any phone number I have found to try and call is a dead end; it is automated answering and no opportunity to visit with a human or leave a message. The local Subway store manager has been very helpful to try and help resolve; however not successful. The manager claims there are several customers this has happened to and Subway is not responsive. I would like my Subway app account to be unlocked with the $134.00 of rewards so I can use it please.

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 a delivery order from the Subway on ** * **** *** ** *********** ** on 3/20/2025 at 6:46pm through the Subway app and the order was carried out by ********. My driver informed me upon delivery that my pizza was out-of-stock, but I was still charged and the item still appears on my receipt. I contacted the Subway on ******* **, and the general manager named Toni told me to contact ********. I told her the order was placed through the Subway app- not ********, and she argued that ******** carried out the order. I told her the pizza is still on my receipt, so there is no way to prove I did not receive it. She contacted ******** for me, which was nice of her, who told her it was Subway’s responsibility, big surprise. I was told by the general manager Toni that she needed to contact _her_ manager about the refund. A couple hours later, Toni called me back to inform me that her manager would not allow her to “refund by item”. I paid $35 for 2 sandwiches, 2 chips, and a $6.99 pizza that was out of stock. The resolution I was given was to travel to the store 3 days later to get a pizza. Obviously, she would not agree to reimburse me for my travel expenses. If the roles were reversed and I couldn’t pay for the pizza, I guarantee you that I could not come back 3 days later to pay for it. My credit card company has reassured me that they can assist with me with a partial chargeback, because I am an honest person, unlike the manager of this specific Subway. It is unfortunate that I had to resort to a chargeback to resolve my minuscule issue.
  
  I am disputing $6.99 + 8.5% ** Meals Tax = $7.58

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Two $20 subway gift cards were bought for me on March 26, 2016. I left them ay my parents house and forgot about them until early 2021. When cleaning out my room at their house, I found the gift cards with the receipts still attached. I then tried to use them at a subway location, but they wouldn't scan at the store. They said to upload them onto the app. The gift cards only have one line of numbers on them, but that line is too long for the app. I have repeatedly contacted subway about this issue since then. They didn't respond until November 6th 2024. They asked for the gift card numbers. I sent them pictures of the gift cards with the receipts, along with writing the numbers out in a following email. They said the pictures taken and numbers sent were not gift card numbers. I told them that they were the only numbers on the cards, and then asked for a number to talk to someone as the 4 emails sent over the course of a month had made no progress. I have not received a response since November 28th, 2024.

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 digital gift card from Subway, and I haven't been able to use it for months. I have been trying to work with their support, but their responses have been automated, don't answer my questions, and very infrequent. I'm looking to just get a refund for my gift card.
  
  I haven't been able to use the gift card online or in the store. The gift card does have a balance, but I haven't ever been able to use it. I let Subway support know the error code that I'm getting on the app and asked them if it was because of the gift card. They ignored the question and offered to send me a physical gift card with the same number on it. I don't see how that could possibly solve my problem.
  
  Subway support has been poor from the beginning, and I don't see any way to end this issue other than them refunding my gift card.

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 12/27/2024, I submitted an online request for assistance with a damaged gift card. The pin was not legible and I therefore could not read it. After unsuccessfully trying to obtain a replacement card at at a local Subway store, I was told that a replacement card would be sent to me. That was back in January and I still have not received a replacement card and the balance on my current card is zero. I submitted follow-up emails and a new request for assistance and still have not been able to obtain a replacement gift card. There is no number to call and I cannot resolve this on my own.

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 subway in ****** ******* on 2/23 at 1:00 I wanted the special for the day which was a steak and cheese. I also told her I wanted the daily special for the day. I was overcharged. She said the is not what i orded. I have my receipt. Store Number *****
  
  tran number **********

• Initial Complaint

  Date:02/19/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 am writing to formally complain about a misleading promotion I encountered on Subway’s official website. On February 2 2025, I visited the Subway location in ********** ** to redeem a discount that was clearly advertised on your website. However, upon attempting to use the discount, I was informed by store staff that there was a "system problem" preventing the discount from being applied.
  
  I raised this issue with the store manager, who informed me that I would need to escalate the matter with Subway’s corporate complaints team. I find this situation unacceptable, as it constitutes false advertising and a failure to honor a promotion that was publicly offered.