ComplaintsforFranchise World Headquarters LLC

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Online order to wrong store … called store immediately and canceled order … was told to request refund via ********** Multiple requests on subway website go unanswered

  Business response

  05/01/2024

  Thank you for allowing us the opportunity to resolve your inquiry.

  Customer response

  05/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:  the only message from Subway Sandwiches HQ was "Thank you for allowing us the opportunity to resolve your inquiry."... I don't see that they issued a refund for the order that was never received.  If I missed a portion of Subway's response, then please advise

  Further, the app should have a customer service option to submit the request directly.  Placing a request on a corporate web site that never gets a response is not acceptable.

  
  Sincerely,
  
  **** ****

  Customer response

  05/01/2024

  Please change my response to "accept ".   When I checked my email Subway provided a gift card in the amount of the disputed charge.  I accept and please close this case.

   

  thank you to BBB for your assistance

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 3/29, I tried to open my subway app. It was down again, so I had to re-log in. I looked for my saved Subway gift cards which were added into my account, and they were gone. I contacted Subway by their page online. I received something saying they would forward the inquiry to the appropriate areas for further review. On 4/3, I received something from Gift Card Services, asking for the full gift card number. (I had 5)! I immediately sent them. On 4/4, I received communication saying that if the cards were lost, stolen, damaged, etc. they could not be replaced, but could I if provide if they were registered (which they were in the app), and I had proof of purchase. I wrote back saying they were registered as they were in the app, and I'd really like to speak to someone, and I had proof of purchase. On 4/8, I wrote again asking for a reply. On 4/10, I still had not heard back, so I wrote again, telling them I might have to contact the BBB. Also, I had spoken to a Subway employee who said it sounds like it happened when Subway updated their loyalty app. Asked them to please reply. On 4/11, I finally heard back. Same stuff...provide a photo of gift cards, etc. I sent them pictures of all gift cards and again told them they had been in the app. It is 4/16, and I have not heard anything back, so I am following thru and contacting the BBB. I need to know what happened to my Subway cards! Are they out there somewhere? I've tried to re-register them on the app, and I constantly get errors. I have tried to call Subway corporate, and can't get thru to a live person. They seem to not care about their customers. Here is the info that was on the correspondence: ****************** *********** One last thing--I had used some of the money on a couple of the cards. Each card was worth $15 (5 cards).

  Business response

  04/16/2024

  Thank you for allowing us the opportunity to resolve your inquiry.

  Customer response

  04/16/2024

  
  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.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went there 6 months ago and the ****** woman tried charging me more cash dollars than she was supposed to and the younger one was getting nasty with her mouth. i went there again in the past two months, i do not have the receipt and I went to pay with a 20 dollar gift card that I bought at **** *** that I do have the receipt for and the same ****** woman said that I only had 10 dollars on the gift card and she told me not to come back there. I called the BBB in *********** and they said subways headquarters are in ********** and gave me the BBB in **********. I have called a few times and the BBB in ********** never answers the phone. I have gone in to **** *** in ********* and we have the receipt that the gift card was supposed to have 20 dollars on it and they directed me to their 800 number and the 800 number has directed me to call Subway which Subway doe not answer the phone, they have a website. I have sent an email which they have acknowledged they received over a month ago but without any other response or resolution.

  Business response

  04/16/2024

  Thank you for allowing us the opportunity to resolve your inquiry.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a gift card under order#********* for $25.00 to be emailed. I never received the email. The website didn't give me a chance to enter the email address to send to gift card too. They have not phone number to call and I emailed under contact and no one has contacted me. I also didn't receive the bonus offer for the free 6 inch sandwich. My correct email is ***************************. Why does the company not have a working phone number?

  Business response

  04/15/2024

  Thank you again for giving us the opportunity to resolve this for you. An additional resolution has been sent to your email address. 

  Customer response

  04/15/2024

  
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My subway account was recently hacked on 03-30-2024. I got an email from subway about a delivery order that’s from a really far location that’s in the **** ***** of the **.. I’m located in **********.. whoever hacked my account used an old subway gift card that I had stored on my subway rewards account. I really did try my best to prevent the order being delivered on Saturday … I contacted both the restaurant and ******** to cancel the order and informed them it was a fraudulent charge.. and to NOT MAKE THE FOOD.. The order was delivered through ********.. and ******** said since the order was placed through the subway app… subway is the only ones that can issue the refund to my gift card balance. When I contacted the restaurant itself, they told me they cannot refund me since I did not have a physical receipt.. I only had an online order number and they said that’s not good enough… I am confused on why they made the food and had the employee deliver the food , after telling them it’s fraud… The employees at that location are very rude and are acting like I placed the order and now wanting to get a refund for free food. I do NOT live in that state.. the order was placed in ********** **.. I live all the way out in ********** , US… I’ve been hung up multiple times and was refused to speak to a manager. The restaurant employees told me to contact ********.. not too sure why.. ******** cannot refund a subway gift card .. And then the last response I got from customer support online from subway is to contact my bank for any unauthorized charges; however, the order that was placed had a payment method of a subway gift card that I purchased many years ago.. I need subway to refund the money that was taken out of my gift card. My bank cannot put money into a subway gift card. Nor can they dispute a charge that was made many years ago. Order total : $15.47 The location that I had this happen is **** ** **** ****** ********** ** *****

  Business response

  04/02/2024

  Thank you again for giving us the opportunity to resolve this for you.  An additional resolution has been sent to your email address.

  Customer response

  04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Subway did not really address the biggest concern which was the data breach. Just to change my password , but are they going to be taking steps moving forward so this does not happen? The complaint before mine was also someone’s account getting hacked as well and it’s nearly impossible to get a refund. I do not think it’s fair to have your customers jump through obstacles just to get their money back.. subway customer support did give me a new gift card that was the same amount that was the unauthorized charge, but the verbage in the email made it seem like they were doing me a favor by giving me this gift card.. but in reality , they were only giving back what someone else took because it was fraud.. they also never addressed my experience with the restaurant itself.. the back and forth I had to go through with my bank, ******** , the restaurant, and online customer support.. No accountability at all.. no apology.. especially no apology on how the restaurant treated this situation… I SPOKE with the restaurant during and after I was hacked.. the manager should of STOPPED the ******** driver from picking up the food.. if subway had a data breach.. all their customers SHOULD be notified just so situations like this does not happen.. if you are another customer reading this .. please DO NOT put a saved payment of any sort in your subway rewards account.. you WILL get hacked and subway WILL try to brush this under the rug and pretend it did not happen. 

  
  
  Sincerely,
  
  An upset customer 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order #: 9E7E33EB-6C Date of Transaction: March, 13, 2024 2:55pm CST I placed a delivery order on the Subway app in the amount of $34.68 that was paid *** **** **** ending in **** on my account. Email address used is ************************* I was alerted to a driver picking up my order via the tracking service provided before my order was ultimately voided. I only received notice in the app, where it to this day, showcases the order of (3) footlongs costing $34.68 'voided'. Upon immediate notice of my order being cancelled I did research to find out about refunds from Subway to see that there seems to be different scenarios from some people finding it difficult to receive a refund. Due to this, I immediately contacted Subway support online about my order and refund. (I also want to notate that the app said it could take up to 10 days for a credit or pending transaction to fall off debit/credit for my order...nothing about a gift card though.) I did not get a response. So, I contacted online support again on March 20, 2024 to also not get a response. I also tried calling the store and Subway support number multiple times where to order was placed to no answer. So, today, March 28,2024 I went into the store to speak to a manager. He claims to have received my emails I sent to Subway support and told them that it was an IT issue that they needed to deal with. (Again, I received no response regarding these emails.) He let me know that I would need to contact Subway's IT department for assistance as his store does not have payment and cannot help me. He did not provide a number I could call. So, I tried reaching Subway # again but can not reach anyone and sent another email trying to state what the manager said. At this point, I would just like to receive the appropriate credit to my Subway gift card or a new gift card issued in the amount of $34.68. So, it can be a refund or store credit.

  Business response

  04/01/2024

  Thank you again for giving us the opportunity to resolve this for you.    An additional resolution has been sent to your email address. 
  
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have made MULTIPLE attempts to contact subway to simply change my email address. I have tried the contact portal online, social media, to no avail. The app will not let me change my email so I attempted to delete my account. Found I could not do so without contacting support. I tried this form online. Recently I received an email Request ID: **********) to view the request, which prompts an access code to receive to my email. The code NEVER comes through. Neither at old nor new email just to be thorough. I have exhausted all my options to simply update my email address.

  Business response

  04/01/2024

  Thank you again for giving us the opportunity to resolve this for you.    An additional resolution has been sent to your email address. 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am locked out of my online subway sandwich account and have reached out multiple times to customer service. I explained that I have a new email address to use and I need my account transferred. They said they can’t transfer and that I have to use any points that I have accumulated or SUBWAY® bucks… In my old account and remove any gift cards that are loaded into it. I have both. a specific concern is the gift cards which are probably $40 worth. And I cannot access my account and customer service is not assisting me. Need intervention from corporate ASAP please I’ve recently rediscovered subway and I’ve been enjoying it but this is really left me with a bad bad impression.

  Business response

  03/27/2024

  Thank you again for giving us the opportunity to resolve this for you. An additional resolution has been sent to your email address. 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  3/1/2024 someone hacked into my Subway account and made 2 separate purchases to a Subway located at: **** * **** **** ***** **** ****** *** *****?, ###-###-####. The hacker used my credit card on file. The first purchase was for the amount of $12, order #***********. The second purchase was in the amount of $12.75, order #***********. Immediately I took care of the situation by notifiying my credit card company to let them know of the fraud. I changed my password on my Subway account as well as contacting the actual Subway location right away to let them know I did not authorize that purchase. I am not located in *****, I live in *********. The thief still picked up both orders! I also sent a message to corporate using their website link. For that method, I went to Subway.com and clicked on "contact us". From there I clicked "App & Website Support". Then "Website Laptop/Desktop". I informed them of the situation. Their response was to immediately close my account, with that, they deleted all the points I have been saving using their rewards program. They sent me a generic response saying they deleted my account per my request, which I did not request at all. They never addressed my points disappearing or the issue with someone using my credit cart. They told me to contact ******************, which I did. I let them know a 2nd time of the entire situation. I received another generic response telling me to contact my bank and change my password, any other questions to contact [email protected]. They never addressed my issue of the points missing or someone stealing my info. I contacted the 3rd option and repeated everything for a 3rd time and received the same response about changing my password, no mention of missing points. I cannot change a password to an account they deleted. They send generic messages without addressing the major issue. I was a victim of theft and they completely glossed over it, they removed my points and won't handle this situation.

  Business response

  03/20/2024

  Thank you for reaching out to us.  We understand your concerns in wanting to make sure your information has not been compromised.  Rest assured Subway® takes your safety and security very seriously and takes all steps to be sure our systems and your information is secure. 
  
  If you believe that charges were placed to your credit card, debit card, or mobile payment service (e.g. ***** ***, ****** ***) without your authorization, you should reach out to your financial institution and follow its dispute policy.

  Customer response

  03/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: this is the same generic message I have received 3 times prior, now being the 4th time! They keep telling me to change my password which was the first thing I did, then they closed my account, so changing passwords is irrelevant. Also, as mentioned to them 4 times now, I have already been in contact with my credit card company.  I want my points refunded back to my account, which is what the complaint is about, they HAVE NOT addressed that issue. They erased my account when I was the victim of a hacker, they took away points I earned from visiting their establishments over the last year. That is wrong and needs to be fixed.
  
  Sincerely,
  
  ******* *******

  Business response

  03/20/2024

  Thank you for reaching out. An additional resolution has been sent to your email address. 

  Customer response

  03/20/2024

  
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  03/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered two subway sandwiches this morning from *** *** *** ** *** using the app. When I got to the store although the app said my order was ready the doors were locked and some guy who didn't answer was crawling around on the dirty floor. I went to work and called the store but the manager and his employee was rude ignorant and unprofessional. They refused to give me my money back and my child dad to go to school without any lunch today. This is very cruel by subway corporation and it's staff . The manager Shahin even laughed at me on the phone and made fun of the fact that my child couldn't eat today over $15.00 this is disgusting behavior

  Business response

  03/05/2024

  Thank you for allowing us the opportunity to resolve your inquiry.

*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. ↩