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Business Profile

Fast Food Restaurants

Subway

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fast Food Restaurants.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/29/2024

    Type:Service or Repair 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.
    I had ordered two sandwiches on the app march 23rd 2024, it was the veggie delight and ************** sandwich. Total came out to 24.20$ the payment went through however when I showed up to this location on east state they were closed but it said they were closing at 10pm & the Time I was supposed to get my sandwiches was 9:15 pm but when I went there it was closed, as Ive been trying to get ahold of the manager theyre not giving me a call back as if theyre refusing to and its been a week and I was told Id have a refund within 24 hours. I want my money back

    Business Response

    Date: 04/11/2024

    We received your notice of a complaint from ************************* yesterday (April 10, 2024) in the mail regarding a refund request. We initially reached out to her after the incident happened on March 23 when an employee closed the store early with no ones knowledge. We tried to call her the following Monday to resolve the issue - which we received no answer. She then called back a couple days later at which point my employee asked her if she wanted a cash refund or refunded back to her card. She requested back on her card. Our office processed the refund on March 29th. We told her on the phone that it would take 3-4 days for the refund to process since we did it on a Friday. She said that was fine. 

    When we received your letter yesterday on April 10, 2024 we tried to call her 4 times again about the issue. She declined each of our calls - I also tried to email her which I have not received an email back from her yet. We have tried to communicate with this guest multiple times since the issue happened a few weeks ago. She has not been cooperative or reachable the whole time. 

    I have attached pictures of the email from my office stating the refund was taken care of with a date stamp on it. I also attached the picture of the email which I sent her yesterday. 

  • Initial Complaint

    Date:04/10/2023

    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.
    Friday April 07, 2023 at 12:40pm i did an online order to Subway and when i went to pick it up the workers there said someone else picked up my order. I paid $14.12 and also later I made a complaint on Subway's website and also called and talked to a manager and he took my name and number down. He said he would have someone contact me to fix the problem which i haven't heard from them.

    Customer Answer

    Date: 04/21/2023

    From: ***************** <**********************> 
    Sent: Friday, April 21, 2023 9:52 AM
    To: ************************* <***************************************************>
    Subject: Fwd: Your recent Subway Experience

    Subway emailed me back on April 20, 2023 at around 9:41 PM but no resolution or result from there end was offered about this situation pertaining to the matter that happened on April 7, 2023 at around 12:40 PM. I do appreciate taking the time to discuss this matter with me on the phone. Have a good day. From *****************

    Sent from my iPhone


    Begin forwarded message:
    From: ********************* <***********************************************>
    Date: April 20, 2023 at 9:41:22 PM EDT
    To: ***************** <**********************>
    Subject: Your recent Subway Experience
    Reply-To: ********************* <****************************************************>
    Dear *****************,

    I apologize  we have no control over other customers, and when you stated you woukd be back I had said that was fine we would have your reciept... so that's why I didn't issue the refund the 

    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 ********* 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.

    *********************
    District Manager

Subway is NOT a BBB Accredited Business.

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