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Business Profile

Sandwiches

Subway

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/24/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 7/4/2024, I placed an online order for pickup from this Subway. The order was confirmed and I was charged $35.72.
    I arrived before the 7:25pm pickup time provided, and the employees were in the parking lot. They told me they'd closed early due to the holiday. They had not shut down online ordering.
    I explained I had been charged for my order. One employee told me to call them the next day and they would issue a refund.

    I've called the store multiple times since that day - I mostly can't get a hold of anyone, the phone just rings and rings until asking for an employee ID, which I don't have. On 7/10/24, an employee answered. I explained the situation and they offered to remake my order. I explained I live in Ohio and was just visiting Decatur for the holiday that day, so would need a refund. They took my phone number and told me their manager would call, but I never received a call.
    I've submitted inquiries through their website and tried contacting through twitter. I'm receiving no response. This Subway charged me $35.72 for an order they never made.

  • Initial Complaint

    Date:09/18/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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 visited this Subway restaurant on West Eldorado st. In Decatur, Illinois on September 5, 2022. I was greeted by a friendly worker. I ordered The Boss sandwich. I questioned the small amount of cheese on my sandwich. A male worker walked up and stated it was the correct amount. I shrugged it off. The friendly worker toasted it. I then asked for tomato, cucumber and onions on the sandwich to which the male worker, who I now know is the manager, stated veggies will cost extra because they do not come on The Boss sandwich. I then stated, without any anger or hostility, that I had just got this same sandwich days prior at the Pershing rd. location and was not charged extra for veggies. The manager then angrily stepped in front of the friendly worker, threw the sandwich in the trash and yelled for me to get out. I was dumbfounded and then said that I was only asking about being told I had to pay extra for veggies. He then told another worker to call the police. I asked him what was wrong with him to which he yelled back "what is wrong with you, B****". I then told the worker to yes please call the police so I could file a complaint for being called this nasty and unnecessary name. The manager then yelled that I had parked in a handicap spot with no sticker. I definitely do have a handicap sticker hanging visible from my mirror. The worker then told him she saw my sticker. I then decided to leave peacefully and told the manager to have a good day. I'm only contacting the BBB because I have received no response from the owner of this Subway after several attempts. I was extremely embarrassed and humiliated at this managers outburst of anger towards me. He definitely should not be in such high position if a paying customer cannot ask questions. Furthermore, a manager should never call a customer a *****. Again, I do not understand why the owner or any Subway representative has not contacted me but they have definitely lost me as a customer.

Subway is NOT a BBB Accredited Business.

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