Complaints

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:03/11/2025

  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.

  On 3/3/2025, I ordered a couple of sandwiches on the app, telling it my location was Maryville, MO. It erroneously sent the order to a place called Maysville instead. I tried to cancel the order, and the app would not allow. I called them over at that store telling them I cannot drive unreasonable distances to pick up a couple of sandwiches which would cost more in gas than the sandwiches themselves. Management told me to call corporate, yet there is no way to contact corporate, due to the system telling me to return to the original people to deal with the problem. Therefore, I am being ran in circles for my refund.

  Business Response

  Date: 03/19/2025

  On March 3, 2025 we received an online order from ******** *******.  When the Customer orders from the app---they select the store in which they will pick up order.  Once the order is placed, Subway store has 15 minutes to complete the order before pickup.  When my employees received the order, they waited approximately 10 minutes before completing the order.  The customer DID NOT call within that time period so my employee completed the order as accepted.  The customer proceeded to pick up her order at the Maryville store---and realized at that time that SHE had selected the wrong store.  By the time she called my Maysville store the order had already been prepared.  My employees did not realize this order was in error.  The customer called the store DEMANDING a refund and when my employee tried to explain that she could not refund the order because we were out the product/expenses and it was the customer's error.  The customer was rude to my employee.  As franchisee, I called the customer the next day, trying to explain it was the customer's error and not my store's error--therefore I could not justify a refund.  We had to dispose of the completed sandwiches and that was a loss of income for our store.  I never told her to call corporate--she just did not like my response and wanted to report the issue to a higher official.  The ultimate decision is left up to each franchisee/store owner.  In order to prevent this situation again, the customer needs to notify the store as soon as possible to cancel the order---therefore neither party is inconvenienced.