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Business Profile

Sandwiches

Subway

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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 type

  • Initial Complaint

    Date:12/28/2023

    Type:Product Issues
    Status:
    Resolved
    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 December 20th at 9PM I placed a $55 order for food. When I arrived to pick it up after their app said the food was ready the cashier claimed he never got the order. I showed them my receipt and proof of purchase along with the order manifest. The cashier called a manager who told me to call some support number which was nothing but a phone tree telling me to go online. The manager then told him that they will not fulfill the order and that their HR department would call me the next day. They had me write down my name, phone number, receipt number, and a short description of what happened. I filled out their online form and have heard nothing about the situation. I have attempted to follow up only to be told I will be contacted. It has now been a week and nobody has contacted me. I have not been refunded the cost of the order I never received and I am consistently told that I will be contacted. They clearly are not going to contact me and I am being pushed from person to person.

    Business Response

    Date: 01/19/2024

    I wanted to forward you the emails so you had for your record


    This all started because the customer arrived for their order that the store never received, he never contacted the store after that night.

    Once I received your letter I contacted him to resolve, I was never able to locate his order so I could issue a refund and I do not know why it did not go through.

    I offered to get him a gift card or replace the order, we will not be out the $55 but the customer wont be.

    Once he responds we will finalize this

    Thank you


    Lora ******
    Senior Territory Manager OH
    216-632-0342
    Cross America Partners LP 
    From: Lora Kugler <[email protected]>
    Sent: Thursday, January 18, 2024 6:17 PM
    To: Chris Osborne <[email protected]>
    Subject: Re: Subway complaint received
     
    Hi Chris

    We have 2 choices, you let me know how you want to resolve this

    We can send you a gift card for $55 or we can replace the entire order, I dont know what happened and why we never received the order and I truly am sorry for all of the hassle it has caused, since the order was never received I cant do a refund but I do not want you to be out the $55

    If you would like card mailed to you please provide an address, or you can stop at the store and pick up the card or replace the order.  Whichever you prefer, just let me know

    Thank you for your patience and again I am very sorry



    Lora Kugler
    Senior Territory Manager OH
    216-632-0342
    Cross America Partners LP 
    From: Chris Osborne <[email protected]>
    Sent: Tuesday, January 16, 2024 9:43 PM
    To: Lora Kugler <[email protected]>
    Subject: Re: Subway complaint received
     
    Again I used a gift card the only thing I was given was the receipt with the payment approval number. I have no way to get a transaction list from the gift card. The gift card has no balance left on it so the money was not returned to me. 
    Sent from my iPhone

    On Jan 16, 2024, at 8:27 AM, Lora Kugler <[email protected]> wrote:

    Can you send me the receipt showing the card was actually charged?

    Not the order confirmation 

    Lora Kugler
    Senior Territory Manager
    Cross America Partners fka Dunne Manning
    216-632-0342
    From: Chris Osborne <[email protected]>
    Sent: Monday, January 15, 2024 8:50:31 PM
    To: Lora Kugler <[email protected]>
    Subject: Re: Subway complaint received
     
    So how do I get my refund? I still was charged for the order. 
    Sent from my iPhone

    On Jan 15, 2024, at 4:32 PM, Lora Kugler <[email protected]> wrote:

    I am so sorry the transaction did not go though that is why I cant locate it



    Lora Kugler
    Senior Territory Manager OH
    216-632-0342
    Cross America Partners LP 
    From: Chris Osborne <[email protected]>
    Sent: Monday, January 8, 2024 10:22 PM
    To: Lora Kugler <[email protected]>
    Subject: Re: Subway complaint received
     
    I used a gift card and have no way to get a statement from it. 
    Sent from my iPhone

    On Jan 6, 2024, at 5:37 PM, Lora Kugler <[email protected]> wrote:

    Hi Chris

    Thank you for sending this, I went back in and looked at the system and still can not locate this order, I am so sorry for the inconvenience.

    Can you double check your credit card statement, or account to verify the $54.94 was deducted?

    I do not know why the system does this but I have seen it a few times where it never makes it from the app to the store, but it shows received on the app, but the payment never actually gets deducted from the customer.

    I am really trying to refund the transaction, but I am unable to locate it

    Again I am very sorry for this hassle



    Lora Kugler
    Senior Territory Manager OH
    216-632-0342
    Cross America Partners LP 
    From: Chris Osborne <[email protected]>
    Sent: Saturday, January 6, 2024 12:36 AM
    To: Lora Kugler <[email protected]>
    Subject: Re: Subway complaint received
     
    <image0.jpeg>

    Sent from my iPhone

    On Jan 4, 2024, at 7:05 PM, Lora Kugler <[email protected]> wrote:


     
    Hello Chris

    I also called and left a voicemail

    Please call me so I can try to locate your transaction, I looked on the date and time listed on this complaint and there is no transaction over $40, so I wanted to verify more info so I can refund your order.

    Please call me or reply to this email with the last 4 digits of the card used, and if you can send me something from the bank showing the charge was deducted from your account.

    I have seen in the past the order never makes it to the store and never actually gets charged to the customer or sometimes it goes to the wrong store and that maybe  why I cant see it.


    Lora Kugler
    Senior Territory Manager OH
    216-632-0342
    Cross America Partners LP 
    From: OH0080_3-272 <[email protected]>
    Sent: Thursday, January 4, 2024 1:22 PM
    To: Lora Kugler <[email protected]>
    Subject: bbb
     

    Subway Store Manager 
    4161 W.150th St.
    Cleveland OH 44135
    (216) 251-1987
    Subway Store #12901
    <CCF_000104.pdf>

    Customer Answer

    Date: 01/22/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



    Regards,



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




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