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Business Profile

Restaurants

Estep & Company, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

This profile includes complaints for Estep & Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Estep & Company, Inc. has 48 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/27/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Footlong had a 6 hair strand in it and I took it and the cookie back and the employee said I could only refund online however the app doesnt offer that option and the store wouldnt be in until 9/27/24 and the customer service phone number doesnt allow to speak with anyone and the manager said she would email the company tomorrow and then it would take approximately 1-3 business days for a refund.

      Business Response

      Date: 09/27/2024

      Good afternoon!  We received the complaint from the guest instore on 9/26. The store took the customer's information for a refund to be processed through me at the corporate office. I processed the refund this morning with a refund of the full amount back to the customer's card. We apologize for any inconvenience our guest may have experienced. This will officially close out this open complaint. 

      Best, 

      Sarabeth

    • Initial Complaint

      Date:07/06/2024

      Type:Delivery 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.
      As soon as I walked into the door I was ******* to the bathroom ****** began screaming at me ARE YOU HERE FOR PICK UP OR PLACING AN ORDER AGGRESSIVELY. I said I am here to use the bathroom. She was aggressive and rude the entire time. Asking me if I wanted whip cream on my shake it was an online order I should not have to verify my order in store she gave me a constant hard time so I asked to cancel my order. She refused.

    • Initial Complaint

      Date:05/22/2024

      Type:Delivery 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 placed an order for a sandwich and the 5.00 cookie. This order went thru DoorDash. The store was out of cookies and never said this when the order was placed. I was charged and would like a 5.00 refund(plus tax)I have sent an email twice thru subway.com as directed with no response

      Customer Answer

      Date: 05/22/2024

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

      trussville , Al 35173

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

      store# *****-0

      order# D3FE3734-56

    • Initial Complaint

      Date:05/11/2023

      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.
      ** response to the ********, ******* store ********************************************************************. Usually don't respond to experience, but tonight was just horrible. Pulled up to the store at 9:25PM was trying to order on the app & use the Buy Get On coupon. When I went to place order, I could not & received a message online orders needed to be placed before 9:30PM. OK went inside, The girl was wiping down the counter and did not even acknowledge us for two minutes. I told her just tried to place an online order but couldn't. Ask if we could still use the **** coupon, and she said no. It had to be before 9:30pm, which we did. So we purchased one sub and told her we would be reaching out to ownership group ( Estep) on a complaint. She immediately got defensive and said you can't do that, you don't understand how things work. She further went on to tell me I was wrong and she was just belligerent at this point. She did not give us a receipt, and I told her thanks for being such a model helpful employee as we walked out.Well clearly the employee was not customer first driven. I could tell we bothered her by coming in at 9:30 from the start. After she made our sub she smarted off to the co-worker about us who dressed out our order. We both over heard her! We were just shocked at this level of service. With that being said, we are both degreed Engineers with minors in Business. Have run a multi million dollar companies with many employees. So we think we understand the basics of online ordering and expectations of customers service.Truly, have not received this low level of service before at Subway. This employee is a cancer in your organization. As far as the 9:30pm app rule this violates the legal terms of the coupon and is a legal breach as such. Therefore we will file a claim with the BBB, and consult our team for further recourse on behalf of the the citizens of ********, *******.A little funny, as last week we visited Subway on **** **************, ******, ** ***** they were out of five fountain drinks and also out of tomatoes. I wonder if poor management and customer service is a systemic problem within the ****** Subway Group that requires legal action to protect the citizens of ****** and ********. Just look at are reviews they are all poor. I know the franchise group, and it appears they have let their stores go and do not care anymore about the corporate vision. There is clearly a disconnect with ****** / ******** stores. Please help get the franchise owners back in line with Subway expeditions. Prefer not to legally engage, but there are many issues that are questionable. There is a clear lack of caring in ****** / ******** area from the owner group.

    • Initial Complaint

      Date:03/30/2023

      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.
      Hello. My name is ***********************, a subway customer and I am looking for someone to contact me. I have reached out to corporate for help over a year ago and I never received any help. I made the decision that I wasnt going to eat at Subway anymore because of that and due to the customer service not being good anymore. However, I have been eating subway again recently, and again I have contacted Subway customer service to get help with my ********************** card and account and something else, and yet again no one has contacted me, and this has been AT LEAST 3-4 weeks ago. This time Im tired and frustrated of not getting the help I need, and I feel that this is the only way possible to get help or to speak to a live person who can help me. Can someone call me as soon as possible so I can get the help I need. I can be reached at **************.

    • Initial Complaint

      Date:12/10/2022

      Type:Delivery 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 12/06/22, I placed a delivery order with Five Guys in **********. My order number was ***************** in the amount of $29.20. The delivery was fulfilled by Door Dash. The tracking said my order was delivered at 5:17 pm, but I never received it. I called the store, but employees refused to help. I filed two complaints on the Five Guys website but haven't heard anything from them. I expect a full refund, plus compensation for the frustration. I didn't have time or money to purchase other food for my lunch that day.

    Estep & Company, Inc. is NOT a BBB Accredited Business.

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