ComplaintsforSubway

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Thursday, august 10th, I placed an order for pick up through the app, during business hours. It showed the order was placed, being made, and ready. I went to pick it up and the store was closed due to their ac being out. Which I understand it’s a million degrees and it’s texas. However, I am upset that my money was taken and had yet to be refunded. I have reached out to this branch twice. First time the employee that answered laughed and basically said o wells nothing can be done. I called other branches and was given a regional (I assume) mangers number and she does not answer the phone. There is not a headquarters number to reach out to so you have to email. I’ve sent SEVERAL emails and the only time I got a response was from someone saying that the order will show as not going through and will refund. Here it is several days later still shows the order went through, no refund and still no way of receiving my money back. I am appalled by the lack of customer service, the fact they allowed orders to come through while being closed, the fact that this branch has no acting manager, and worst of all straight up theft. I want my money and reward money back. That’s all I ask.

  Business response

  09/26/2023

  "When my general manager, *****, told her “that the order will show as not going through and will refund” that is exactly how it use to work. And ***** would have also told her that the bank could take 5 to 7 business days to put the money back in her account. 
  
  The corporate office apparently changed the program to our system without our knowledge. We will know from here on out the new changes and will correct things before there is a problem in the future. 
  
  After ***** had contacted her, ***** began her vacation and I took on her job and mine. And I was not in the know at that time about the situation. When ***** came back, we had management off on training so we were contained in stores instead of office. As soon as we returned to the office, we started the process to correct this error. 
  
  ****** ******* had been refunded her money! It has even processed through my bank account."

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