Employee Stole from Charity Box at Cash Register to Refund Customer for Service Dissatisfaction

Posted Tue July 17, 2012 1:31 am, by Paul G. written to Subway (Sandwich Shops)

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July 16, 2012

Subway
2000 Airport Road NE
3rd Floor, Destination’s Food Court
Calgary AB T2E 6W5
Canada

Dear Sir or Madam:

I have ordered from this location about once a week for the last seven years. I work at the Airport and enjoy Subway’s healthy alternatives to other fast food outlets available in the Calgary Airport. I always order the same thing. If I visit in the morning it is a Ham Omelette sub on Honey Oat. If it is in the afternoon or evening it is a Pizza Sub on Honey Oat. The folks at this Subway know my order inside and out. I always make it a combo with two chocolate chip cookies and a medium soft drink (Coke).

Today started no differently. At three o'clock I ordered a Footlong Pizza Sub on Honey Oat. Toasted, white cheddar cheese with lots of lettuce and just a little bit of onion. I made it a combo with two chocolate cookies and a medium drink. The order was paid via VISA.

At this location the soft drink machine is located to the side of the counter, not visible during the ordering and payment process. The Coke soft drink was marked “out of order.”

I went back to the till to explain that I had wanted Coke and that the machine was out of order. The attendant, I think she is the manager’s wife (older and short) as the others seem to be the creators of the order whereas she and another gentleman seem to be more in control of the cash register and the financial side therefore of the establishment, agreed; the Coke soft drink fountain pop was out of order today. I asked if she would substitute a bottled Coke in light of the issue. She said I could, but I would have to pay an additional $0.70 (I agree that a bottled beverage in lieu of a medium fountain pop is clearly advertised as an additional collection of seventy cents). I explained that I did not want to spend additional money for a bottled soft drink given that the fountain pop was my original and planned order and that it being out of order and beyond my control was not my fault and I requested a refund of the value of the pop in that case if she would not simply let me have a bottled Coke. She said I could not have a refund either. I explained that I paid for a product that was not available and that I thought I was being quite reasonable in either substituting the fountain drink for a bottled beverage with the additional collection of seventy cents waived or a refund of the value of the fountain drink. An empty fountain drink was not acceptable in my view. She refused. At this point, two other employees got involved; the one that made my sandwich - she offered me an extra chocolate cookie instead (she knows I love them) and the other came over but seemed hesitant to get involved (again, I think this was the managers wife and/or the person who would be deemed a supervisor or, at least, incharge, although this is more of a family run franchise from what I gather; I think the others were hesitant to get in a disagreement with her even though they were sympathetic to me). As I am not just a one-time customer trying to make any sort of gain, but a repeat customer that never had a complaint or issue that was trying to be reasonable given a paid purchase for a product that was not available, I politely declined the extra cookie as at this point I did want to prove a point, to the till lady, right or wrong on my end (I have no problem admitting my role), that I felt it was unacceptable for them not to substitute the beverage or refund my money in this circumstance. The lady working the till then turned over the charity donation box for whatever charity has a box there and got $1.25 out of the box and offered it to me as a refund given a medium drink when part of the combo value is $1.19 plus tax according to her. I view this as theft but theoretically Subway offered me a refund (where they got it is up to Subway and the charity and I suppose, to an extent, the Police). I accepted the $1.25 and walked away.

Again, I feel that given I attend this Subway about once a week since I work at the Airport, that this was neither a proper transaction nor manner of the cashier agent to take from the charity box. I especially am upset about how Subway did not lose financially to correct a customer dissatisfaction issue but a charity did instead. This Subway is sometimes viewed as ‘cheap’ in my opinion as they never offer a receipt from Subway (they offer the credit card receipt but not the itemized Subway receipt) as customers can then go online, fill out a survey, and get a bonus free cookie on their next visit. You seem to have to request that receipt to get it. I understand the willingness to save every penny but the taking from the charity box to refund the customer is just plain wrong.

To be fair, this Subway has always been good to me and offers a fair product. Most employees there treat me like a valued customer. Given my work location, it is likely I will revisit (probably not in the near term), but this has left a sour taste in my mind of Subway’s practices.

I urge you to review this particular incident.

Sincerely,

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Re: Employee Stole from Charity Box at Cash Register to Refund Customer for Service Dissatisfaction by DeeM Posted Mon July 23, 2012 @ 2:08 AM Yet another reason to add to my already long list of reasons to never put so much as one cent in any charity donation jar. Reply Re: Employee Stole from Charity Box at Cash Register to Refund Customer for Service Dissatisfaction by DJS Posted Fri July 20, 2012 @ 12:39 PM Many places you cannot open the till without ringing a purchase. Perhaps the employee just took the money from the donation box then replaced it when she had the chance to open the till again. That's what I would have done, especially if I had other customers to attend to at the time. Reply Wrong,,, by jeishere Fri July 20, 2012 @ 1:44 PM No... by DJS Fri July 20, 2012 @ 1:54 PM But the OP paid by credit card, so the return would also have to be by credit by Steve OH (IO) Fri July 20, 2012 @ 2:07 PM You've taken money out of the donation jar??? by jeishere Tue July 24, 2012 @ 9:16 AM Why did you take the money? by sarahsmile Posted Wed July 18, 2012 @ 10:20 AM If you were so disgusted that the money came from the "Donation Box" why did you take it? Reply that's what i asked too by PepperElf Wed July 18, 2012 @ 1:51 PM Seriously! by batmoody Wed July 18, 2012 @ 7:32 PM Re: Employee Stole from Charity Box at Cash Register to Refund Customer for Service Dissatisfaction by Casmly Posted Tue July 17, 2012 @ 9:07 PM I don't know that I would have pushed the issue as much as you did, but I think you were within your right to at least ask for a bottled coke. At the very least, I think they certainly could have offered you a refund. I think not doing so was pretty petty on their behalf. Reply Problem is by McJohn Wed July 18, 2012 @ 8:15 AM I didn't say it would be a large refund by Casmly Wed July 18, 2012 @ 9:53 AM Re: Employee Stole from Charity Box at Cash Register to Refund Customer for Service Dissatisfaction by Michelle O. Posted Tue July 17, 2012 @ 12:28 PM are you sure it wasn't from their tip jar? Usually the donation bozes are sealed up, at least requiring that you undo the cardboard flaps - since you said she just turned it over it sounded more like that clear plastic tip jar they have at Subway? PS - I agree they should have substituted a bottle for you if they didn't mention when you paid that the soda wasn't working. Reply I go with the Tip Jar concept by Bill R. Tue July 17, 2012 @ 1:34 PM Re: Employee Stole from Charity Box at Cash Register to Refund Customer for Service Dissatisfaction by Lisa H. Posted Tue July 17, 2012 @ 10:03 AM As I read this, I wondered if the employee did what she did to make you happy and resolve things, and was/did put the money back later when she could get to her purse or wallet? I know you can't know, but that's what crossed my mind. Reply Substitutions by spunkyboy08 Posted Tue July 17, 2012 @ 8:31 AM I wonder what Subway's policy is regarding substitutions & under what circumstances will a customer get a substitution. Reply