Complaints

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• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair 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.

  Date was February 5, 2025. My husband and I (ages 81 and 76) saw a Subway ad for buy one footlong sub and get one free (the ad never mentioned that you had to order through the app). When we got to the Subway at ***************************, (phone number of the owner is ************). I went to place an order and I was informed by the manager, ****, that I had to place my order through the app so I asked **** "does that include all subs or was it only special subs". She then proceeded to snap back at me stating that she knew nothing about the Subway app. I then got on the app and asked her if she could help me (I did not know how to use the app to place my order). She then began yelling at me and said that she didn't know anything about the app and called me a "bitch". I asked her if there was anyone else there working that could help me place this simple order. She yelled not at the moment but that someone would be coming at 4pm (which was only 15 minutes away). I then said that I would like to stay and wait for an employee that could help me place this order on the Subway app. **** of Subway then screamed and told my husband and I to "get the f*** out" and we were not going to get any subs there! My husband and I were in disbelief, never being so horribly treated at a business in our lives. At this point, fearing for our safety as she was acting extremely aggitated and crazy like, we left the Subway immediately. We obtained the phone number of the owner of this Subway location and we called him and left him a voice message once we got home. Since then we have called him 2 more times, also leaving messages. We have reached out to Subway corporate as well. To this date, we have not heard back from either the owner or corporate regarding this serious matter. I feel that they need to be aware of the horrendous actions of this employee as I'm sure this is not the first time she has lashed out at customers.

  Business Response

  Date: 03/19/2025

  The entire incident is very unfortunate. I understand that maybe she didn't understand what she heard in the commercial. I don't make the commercials but I'm positive Subway did not make a mistake. The store had a few customers and that makes it difficult to get into details with a customer. As far as us downloading the app, we do(often) but we can't go any further, Once the app is on your phone you need to put a credity card on file to place orders. That is something I don't want my employees have direct access to such information. The women was being respecting the information we were giving her and eventually poked her phone into the employee's chest. That's when she was asked to leave the restaurant. My employee probnably could have been more compassionate, obviously there are always two sides of the story and two degrees of how bad the situation escalated. Jade did call me immediately after the inciden and was very upset.

   

  I do apologize to the couple. Jade has been an exemplary emploee for 12 years and has never had a situation as this one.

   

  Thank you,

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

  Customer Answer

  Date: 03/21/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22974406
  
  I am rejecting this response because: what the employee relayed to her boss (business owner) was a complete lie. I DIDNOT ask the employee to put Subways app on my phone, I already had the app installed on my phone. I just asked her as to what subs we could order that pertained to their special, buy one get one free.  At that time there were no other customers in **********************, just my husband and myself. The employee stated she knew nothing about Subways app, I then proceeded to ask if another employee could help me, she said she was the only one there. I then asked if another person would be coming in to work and she stated there is another employee coming in at 4:00. I then said Ill wait and maybe that person could help me. She then proceeded to yell profanities at me and my husband and for us to get out because we would not be served that day or any day in that facility. I honestly think she is delusional, she acted insane. There is no way I touched her during this whole encounter I was sitting down and she was behind the counter, more than 6 feet away from each other!! As soon as my husband and I returned home from this very disturbing incident I immediately called the owner and left a message as to what transpired at his Subway franchise. No reply from him even after a few more phone calls to him days later. 
  
  
  Regards,
  
  *** ***********