Complaint - Subway Store - Roanoke Virginia

Posted Tue September 23, 2008 12:00 pm, by Jenna K. written to Subway (Sandwich Shops)

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I went to the Subway located in the shopping center off of Shenendoah Avenue in Roanoke, Virginia on September 23rd, 2008 at 9:15 pm. When my husband and I entered the store, there were no other customers and two employees working behind the counter. We ordered our subs, which the employees fixed. Before our second sub was complete, the female employee insisted we go ahead and pay. I submitted my subway gift card to use towards my balance, and my discover credit card to cover the rest. Neither one of the employees knew how to use the gift card on the computer system. I patiently waited at the cashier with my husband for about five minutes. The female employee handling the transaction started getting "huffy" and told the young male employee to call the manager. After two tries to get the manager, they were able to reach him. She told him "This lady is trying to use a subway card and a credit card. What do I do?" After less than one minute of trying to run it through she told me I would have to use my credit card because the system wouldn't take the subway card. I explained to her that I had just used the same card at the same store within the past few weeks and it worked fine. I explained to her that there was a small balance less than ten dollars on the card. She said tough luck and said I would have to use my credit card. She then, right in front of me, said to the manager on the phone, "I don't know what this ladies problem is and I really don't care, I'm going to make her use her credit card." The manager then told her to relay to me that I couldn't ever use my gift card if the balance was less than the total amount charged. What good is the gift card then?!?!?! I told her I would like to verify the amount on my Subway card and call back and talk to the manager tomorrow. She said "If you want to talk to the manager, here's the phone... you have to talk to him now," and proceeded to hand me the phone. I explained to her that I would like the name of the general manager I could call back and speak with tomorrow since the manager on the phone obviously didn't know how to use the subway gift cards either. I felt that if I paid money for a gift card, I should be able to use it any time I buy a Sub at Subway. I paid with my credit card and told the female employee that I did not appreciate the way she had treated me. I had waited patiently while she tried to figure out how to run the card and I didn't think there was any reason for her and her manager to be nasty to me just because they didn't know how to use my card. I felt like I was forced to use my credit card when I had a valid subway card. The female employee proceeded to tell me that she didn't care what I thought as I left the store.

I immediatly came home and verified the balance of my card. It has $7.18 remaining on it.

I am submitting the complaint with the expectations that Subway will make it right. I was unable to use Money at Subway that was issued by Subway themselves and was treated with complete rudeness and disrespect by the employee. I am a frequent Subway visitor and am at the verge of not wanting to ever go there again. I was so mad when I left, I considered calling our local news team that does a weekly feature on businesses who don't properly conduct business.

I can only hope that this matter will be addressed promply.

I would like to receive a formal apology from the general manager of this Roanoke store. I would like the issues addressed with the employees working that night and I would like adequate compensation to cover my time and efforts spent in that store unable to use my subway giftcard.

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Re: Complaint - Subway Store - Roanoke Virginia by ~DK Posted Sun November 9, 2008 @ 3:07 AM As a Manager at Subway (Port Charlotte, Florida) I send my apologies. I do not know if some inside information will help but I will let you know what happened. Not until two days ago (Nov 6th) All stores got auto shipped new software for our POS systems to allow split tenders on our system. Basicly the new software is told you have a gift card (swipe) gets the information on the balance. Now it knows your card doesn't have the amount needed and asks for another form of payment(cash, credit or another gift card) I hope the information gives you a bit of resolve. Reply Re: Complaint - Subway Store - Roanoke Virginia by SuzieCat Posted Wed September 24, 2008 @ 7:31 PM It sounds to me like the employees and the person they talked to on the phone had no clue how to execute a spilt tender. Split tendersare very common in retail and used for a variety of combinations, such as gift cards and debit cards. I'm sorry the employee was so rude to you, as this was clearly not your issue. Please let us know how they respond. Reply a novel solution? by Dru Wed September 24, 2008 @ 11:42 PM yup by SuzieCat Thu September 25, 2008 @ 4:05 PM Gift Cards by Michelle O. Posted Wed September 24, 2008 @ 12:45 AM In every instance that I have either used gift cards as the consumer or accepted them as the retailer, the following has been true: If the total of the transaction is for more than the balance of the gift card, and the system does not automatically subtract the remaining value of the card ( most often encountered with VISA/MC or AX gift cards)the solution is for the cashier to enter the amount of the card, not just swipe against the total. (in this case, the cashier would have to enter the amount of $7.18 and then tender the card, after it cleared the register would ask for the remaining money due) This may very well not be how it works at Subway - but I suspect it is. I actually thinnk in this case the OP would not be out of line to expect some sort of gesture of goodwill from Subway. (coupon or giftcard) Yes, this started off as simply a training issue, but the reality is that she was 100% correct in her expectation that she should be able to use her card, was given wrong information about that card, and was treated with rudeness and hostility. They should ask her to give them another chance - on them. Reply The card could always be used next time by Donno Posted Tue September 23, 2008 @ 11:48 PM Yes, the card should be able to be used towards the purchase regardless of the balance, but if they couldn't process it because they didn't know how it could be used on the next visit. It sounds like you couldn't take "we can't do it" for an answer. Frequently this leads to a problem. The CSR doesn't have any options left, and the customer doesn't want to leave until they get an unobtainable result. Compensation? No. A news team? Please. Reply A news team? Please by Bill R. Wed September 24, 2008 @ 2:03 PM I would like adequate compensation to cover my time and efforts spent in that store by Bill R. Posted Tue September 23, 2008 @ 10:43 PM Jenna K., For the most part these are some good points. I believe it boils down to training on how to process a charge using two forms of payment. In their defense one has to wonder how often they get transactions like this put this is not the point. I am confident they will learn from this experience. As far as your request for adequate compensation to cover your time and efforts spent in that store I see that as a stretch at best and not likely to happen. BillR. Reply Bill R. by Jenna K. Tue September 23, 2008 @ 10:53 PM I think you should be reimbursed the seven dollars and eigfhteen cents by Bill R. Tue September 23, 2008 @ 11:21 PM