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 Horrible, horrible attitudes and customer service!
Posted Mon November 14, 2011 9:56 am, by Fred W. written to Subway (Sandwich Shops)
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I LOVE Subway sandwiches, especially breakfast sandwiches. If I stop anywhere on the way to work. Subway WAS usually it.
However, your stores on Plantside Dr. and on Blankenbaker Pkwy. in Louisville, KY, have soured that so much that I plan to avoid those stores from now on, despite that they are the closest to my place of work.
I decided to swear off the the Plantside Dr. location when I had a dispute with a veteran employee over the price of a sandwich. I commented on the confusing menu. She said, "yeah, people think that, but the menu clearly says . . ." My argument is that the menu is not clear about anything and if it was, then people would NOT have issues with it, as she has admitted. I don't believe that the customer is always right, but I don't believe they should be argued with for the sake of arguing. From then on, I said that I would not go back there and that I would verify with the person with whom I place the order. This lead to the problem I had less than an hour ago at the Blankenbaker Pkwy. Subway located in Speedway!
I asked the Subway employee about the buy one get one free before 9 a.m. special that I saw advertised. He said they were doing it. At 8:49, I order an egg, bacon and cheese footlong and expected to be charged for a 6". During the next 10 MINUTES after placing my order, they had to go in the back to get more egg, they had to heat the egg by itself, they had to wait on a pretty lady that came in after me who ordered the a sandwich with the SAME INGREDIENTS, and by 8:57 my sandwich was FINALLY done. (The lady even apologized to me)
When it came time to charge me the total was nearly $6!!! I reminded him about the deal and he said that I HAD TO BUY A DRINK! Something he did not mention before AND something that is not displayed here: http://www.subway.com/subwayroot/default.aspx
When I started to protest, the phone rings and he leaves me in mid-sentence to answer the phone. There was ANOTHER employee just standing there that could have answered the phone. At 9:02 (yes, he would not get off the phone) I threw up my arms and left without the sandwich. Still hungry AND late for work!
I would rather have called someone who owned the franchise to complain directly, but there is nothing on the store or in the phone book that indicates who I should call. Every franchise should have a number to call!
The manager on duty in Blankenbaker should be disciplined and taught proper priorities in customer service.
I would like a free breakfast sandwich (or sandwiches), but I don't where I would redeem it unless I went out of town.
Could you at least send me a list of what LLC owns what franchise, so I can avoid the Subways owned by this certain franchisee? This is the not the first time that I have had trouble with what they charge, just the first time that I was enraged by it.
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by JohnG Posted Wed November 16, 2011 @ 10:34 PM
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As others have mentioned, you could have rephrased your order to match
their promotion. Instead, you chose to protest (not for the first
time, as you said), and chose to run out before they had a chance to
work out the differences with you, again (since you kept on coming
back).
The events between 8:49 to 8:57 seems pretty much irrelevant IMHO.
They needed to replenish the ingredients since you came in at the tail
end of the window. I'm assuming that there's no way you would have
let the "pretty lady" walk out of the store with your sandwich (I can
only see one sandwich on the menu with that exact same combo of
ingredients), unless that's what you did. It seems more efficient
overall to take and cook (multiple) two orders at the same time, so
that the orders are finished at let's say 8:57 and 8:58, instead of
starting the second order at let's say 8:56. Seems like basic
efficient management, proper priorities in customer service to me. But
surely a VETERAN OWNER of store knows better.
Perhaps someone had managed to find the franchise phone number and
called in to complain while you were there? Would you like to be hung
up on during your call to complain about the supposedly poor customer
service?
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by PepperElf Posted Wed November 16, 2011 @ 3:12 PM
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Buy one get one free is... buy one get one free.
Just because you personally want it to be "buy one at half price" does
not change the rules.
being angry about not being the exception to the rules... is not
their problem to fix.
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by Retail Veteran Posted Tue November 15, 2011 @ 7:39 PM
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You asked if they were participating in the BUY 1 GET 1 free sandwich
promotion and the employee said yes. Then you ordered 1 footlong
sandwich. One sandwich is not enough for the promotion. The promotion
is buy one and get one free. You needed to order 2 sandwiches to get
the promotional price. If you had ordered 2 6" sandwiches, you would
have received the promotional pricing.
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by Fred W. Posted Tue November 15, 2011 @ 3:22 PM
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Things are really getting tedious with you folks. Do I need to spell
this out. I did not realize that I was writing a legal brief.
Instead of saying, "I asked the Subway employee about the buy one get
one free before 9 a.m. special that I saw advertised. He said they
were doing it. At 8:49, I order an egg, bacon and cheese footlong and
expected to be charged for a 6"."
I should have said, "I verified the special and he concured with the
order that he was preparing. He then hit me with the drink thing at
the cash register."
What else what I was supposed to do. Get a written contract from him
upon ordering the FREAKIN' sandwich?
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by olie Posted Mon November 14, 2011 @ 9:52 PM
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You ordered ONE footlong and expected to be charged for one 6".
I know, I know--two 6-inch sandwiches *should* equal one footlong.
But it doesn't.
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