Complaint Rating:

Company information:
Subway
141 Finchley Road, London NW3 6JH
London, Greater London, England
United Kingdom
Phone: +44 20 77223006
www.subway.com

Well... i was with my mate ordering a sub as i was hungry. The procedure of ordering went normally and i took the sub home to share with my sister. I had finished eating and so had my sister and she then pointed out that she found a bone (thin, long and pointy) in the sub that she almost choked on. I took this seriously and then went to complain. There was no-one in line and only one customer sitting down eating, so this was the right time to make a complaint (in case it turned into conflict). I told the man the situation. He took everything on board of what i had said to him. he even admitted it was a bone, and i pointed out that my sister almost choked and i wanted something done about it. A lady that worked there then walked in and got herself involved. I explained again what the situation was. She then observed the bone, and said by looking at the texture it was a vegetable. I was then confused on how she could think it was a vegetable. I made my point more clearly and she then started laughing. she then bribed me with a cookie. She told me nothing can happen, or i take the cookie and go away. I was not falling for this bribe. i then asked for the manager. He apparently was at home. After they had finished observing the bone, he put it on the plastic bag and on his plastics gloves and then threw it behind the wall. I then asked for the evidence back as they wanted me to come in tomorrow to speak to the manager. I then got him to call up the manager in front of me. The manager also said nothing can be done. He gave me back the plastic bag in which the bone was in. i went just outside and then remembered that he did not put it back into the bag. I went back in saying he did not put it back in the bag. They were also saying that they had put it back in. They were obviously trying to make a fool out of me. She then started laughing and called me an idiot. I then noted to her that staff cannot call customers rude names. i took this situation very calmly. I think all subway staff need to go through a conflict resolution training course because they have obviously not been trained. They showed disrespect and very bad customer service. The only solution was for me to accept the cookie. I was not at all happy about this so am now going to complain to their head office and tell all people i know not to eat at subway anymore.