Subway

I have been using the Subway app for nearly a year now, and was able to quickly order my standard favorite items. The new app update has made the use non-intuitive, and the app has also lost some functionality.

There are limits to customizations on certain sandwiches, which were not limits or restrictions with the old app, and which can be ordered in the store. For example, when ordering a breakfast item (such as the egg and cheese omelette on flatbread), I cannot add an extra meat (egg) to the sandwich, while the old app allowed this to be done. Similar things apply to other sandwiches as well. Some customizations allow you to add more or less than the 'standard' amount of an ingredient, but not all items.

One of the biggest items that should be addressed is the linking of a favorite food item with a favorite location (or one where the item was previously ordered). Favorite food items and favorite locations should be saved separately, so we can quickly select a favorite item, favorite location, and place the order.

Most people are likely to frequently visit a small number of Subway locations, so there should be no need to create the same favorite food items multiple times, one for each frequent/favorite location.

Another suggestion: perhaps the app developer should create a tutorial that quickly shows how to use the app. For example, it's not intuitive to know that if you choose to customize a sandwich that you can slide an item to the left to remove it from the sandwich. Or that you can jump between customization sections (from Cheese to Meat to Veggies to Sauces to Seasonings) by sliding left or right. You don't need to select 'Looks Good' and get back to the main selection screen to do another customization. A tutorial would go a long way to helping people understand how to use the updated app. Many of the issues that people are complaining about in their reviews are features still in the app, but it's just not intuitive to figure out how to access them with the changes made in the current version (7.0.6 through 7.0.9). It was a major change from version 6.11.1 and other 6.x versions.

DO NOT USE Subway MOBILE APP! I went on 11/10 and my order was suppose to be ready at 10:05, which it wasn’t. My son was having a school picnic and it was just down the road so I waited because they kept telling me my order was coming right up! At 10:25 I asked how much longer it was suppose to take because my sons picnic started at 10:20 and they said it’ll be a while so I asked them to refund my order. The girl that was running the cash register didn’t even work for subway and didn’t know how to do it so she called a subway employee over to refund my order. The employee came over and voided something out of the computer and told me it was refunded, but never gave me a receipt, so I left without my order. Once I see I never was refunded for the sandwiches I didn’t get I emailed them about this. Although they already had the information they emailed me they would need I responded with the information. Their first email to me said “I want to take a moment to thank you for contacting me and to apologize for your less-than-ideal experience. I understand that there was an issue with your order and your experience did not meet your expectations. To assist you with a refund we’ll need some additional information. Can you please verify how the order was placed, the order number and the name associated with the order? Please accept our apologies for any inconvenience. Thank you for contacting Subway®. Karim Lakhani Owner” I responded with the information requested and she never responded to me again, so then I went up there and they still refused to refund me my money or make me my sandwiches I never received. So I went through customer service for help again to which she then replied “In order for us to fix your new sandwiches, you must bring the old one. In the future if a long drive prevent you from bringing it right away, you can put it in the freezer and bring in the day off. Otherwise, you or anyone else will not have a replacement. Please accept our apologies for any inconvenience. Thank you for contacting Subway®. Management” Store #34273-0 is scamming people out of their money and refusing to make it right! DO NOT USE THEIR MOBILE APP OR YOU WONT RECIEVE YOUR FOOD OR REFUND!

Update 3: Stars up by 1. For a grand total of 4/5. Finally they added a rewards option. As a daily user I’m not only very happy to see them add that but definitely glad the devs decided to listen to the people. HOWEVER, I still have problems ordering certain sandwiches. Either I get a bad request pop up or I can’t even select the sandwich I like at some stores (Turkey Italiano Melt). This bad request pop up is super inconvenient and literally deters me from ordering at your restaurant chain. Please fix this as most of the times I order dinner around 11:00pm-12am with my work schedule.

Update 2: Added a star for fixing certain issues with payment and adding personalized sandwiches. However still no customer recognition and I have received errors purchasing some sandwiches. Also some sandwiches aren’t even available in some stores.

Update: 1 star down from 4 stars. App no longer works.

First off I will say, I eat subway nearly everyday. So I love using the app for its convenience of being able to get my lunch within minutes of my lunch break. 2. The app is pretty user friendly 3. I enjoy being able to add some notes in my order. 4. I'm mad you can't change the time for pick up. It will automatically set a time for you about 20 minutes after ordering. Fifth I'm mad they don't allow coupon use, being that I eat there almost daily I spend about a week or more on Subway, if I could use the coupons on my order online I'd easily be much happier with the app as well as subway. And lastly, they had a scratch and win promotion for awhile. I probably played 50 or so times during it and never won a single item. Upsetting to say the least and for sure discouraging. They took that feature off, so even with all the money I'm spending on their food I'm not getting anything in return or the chance of anything extra, besides the delicious meals. However to be honest I'd like to be recognized more from the app as a valued customer than just some guy who buys using the app. That's about it. I would give lower stars but as I said the app itself is quite good, it's the lack of customer recognition by the app that is a problem.

Edit: Also I noticed you can't order certain items sometimes. Such as soup or certain sandwiches.

We were once Subway super fans, and now we are dumping any remaining gift cards and moving on.. Subway is a dump anymore. ..it will die out soon.

Biggest problems:
- Tech/customer support non-existent
- Management changed over the last decade
- Prices climbed way too high.

TECHNICAL SUPPORT
When there is issue, it is often live trying to place an order. Zero live up port - no phone nor chat. Forced to a long form with a billion required fields to submit with hopes of a response 24-48 business hours later. Submit the concern and zero response from Subway. Submit another request weeks later asking for an update - ignored.

Accidentally ordered at the wrong location. Zero way to change store or cancel order. Tried frying love support - directed to that nasty contact us form..to spend all the time ruining from a tiny virtual keyboard. We ended up calling the store itself to cancel - person answers and tells us “Call the Subway guy” and hangs up. We continue to call only to be disconnected l, hung up or no answering - UNTIL order has been made. Owner nee the order location was a mistake, proceeded anyway in spite of conflicting datapoints.

MANAGEMENT CHANGES
Over the last decade or so ownership and management went though heavy changes. Now most subways are dumps, managed by people who appear to carry distain for their very customers with a side of resentment.
Walk into a given subway at random time and will often find someone yelling - yelling at a customer, yelling on the phone, yelling at an employee..so negative and all the time and in so many locations. Most are also ‘non-participating’ so good luck with any promotion. Bring in a promotion and the owner will spend 20 minutes and intentionally hold up the line scrutinizing said promotion looking for a way to disqualify. Who wants to be around so much negative energy for lunch - all the time? No one reads the comments of an order, so one can only lets try from an is tore location.

PRICING
Pricing is crazy high anymore, and that is post covid inflation and in contrast to similar options…current tense. Most stores (at least in this location) are non-participating..so zero promotion option.

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The App Store review text field is now buggy…it wipes out reviews before saving etc.

I downloaded this app a few months ago hoping it would make my life easier and eliminate the wait in the restaurant. Boy was I in for a surprise. Between the lousy App itself and the lousy thought process behind it, it has been nothing but frustration. With success only two out of five attempts, it is way easier to order at the store and wait in the hated line.

First, the online process does not even mirror the in-person experience. You cannot just build your sub, if you can believe that. You can’t pick meat directly! Amazing! You have to select some sub you don’t want that has the meat you do want and then remove everything else and add your chosen ingredients. So I did this and eventually got the subs I wanted and saved them to my favorites.

The 2nd time, however, I went to use the app, it wanted to update and I lost my favorites. So I typed them in again, but eventually I got an App error and nothing worked. I went into the store instead of wrestling with their app in the parking lot, where they could not even give me the BOGO50 discount.

The third time, I typed my favorites in again and it worked. But when you select bottled drinks, it won’t list the ones I buy. There they are in the cabinet at the store, but you just can’t get to them online.

The fourth time, I called up my favorite sub, but the app said it was no longer available in the restaurant I selected. They had all the ingredients, to be sure, but the base sub that I had to select to get the chicken I wanted wasn’t on the menu any more, even though the final sub as customized could easily be made. So, I started with a different base sub and made all my customizations. It gave me a ridiculously high price, even though there were no premium ingredients, and refused to give me the BOGO50 deal on two foot-longs that the front page offered me. And, it again listed neither of the two bottled drinks I get from that location. So, to get the drinks I want I would have to wait in line anyway, the price was wrong, the coupon didn’t work and I had to type everything yet again just to get to the point of all these failures. So I cancelled the order and went to a different chain altogether. Disappointed in Subway. Hope they get their act together before they lose all their business.

Subway, If you make a new app, just mirror the in-store experience and let people build a sub by choosing each element in order. Is that so difficult?

Each workday me and around 10 of my office coworkers routinely place a group lunch order using a company iPad that we pass around at 11:00 or so. We typically spend + because we place large orders and we used to get Subway quite a lot when we used to phone in our orders. But now, and even though Subway is still a favorite for quite a few of us, I know that any time I or anyone else nominates Subway during that hour leading up to lunch, we’re getting yelled at by about half of those on the office floor for nominating Subway because Subway's app has a poor layout. Subway's app is only designed for phones and is not a tablet app (or universal/responsive one), so it won't layout and fill the entire screen of the company's 13” iPad Pro. I know it sounds like something that shouldn't matter, but the mere fact that Subway's app is merely an iPhone app stretched out to the screen (height) of the iPad is not enough for quite a few on my office floor. It has even been irritable enough for them that they to refuse to allow any of us in the group to start a lunch order on the company iPad with the Subway iPhone app.

Now what I'm about to say is not agist, but quite a few of those coworkers that complain about the Subway app not being easily usable on the iPad are the older gentlemen and women on the office floor. So it's actually the Subway app that's agist because it's the one not being considerate to older folks who would like to use the full 12.9” of the iPad Pro screen and all it's space to customize their lunch subs. What we do now is order subs as a group from alternate places that have a properly designed iPad app (or a universal/responsive app), like Jersey Mike's and Jimmy John's. I know we could always place a group order for Subway using GrubHub's iPad/universal/responsive app, but the sentiment here against GrubHub late drivers/deliveries and the Subway app is quite strong that we never even bother. That's a shame because many of us prefer Subway over those other two sub places mentioned. And I know this because about once a week, someone will still nominate Subway, someone else will respond out loud "do they have an iPad app yet?", and finally after a bit of silence the person who nominated Subway will get told to f*k off and to stop wasting time (it’s a vulgar workplace). As one of the Subway fans in the group, I wish Subway would get a iPad/universal/responsive app, but I’m not that much of a fan to load up a Subway iPhone app against half a dozen people’s will.

Let me ask y’all an important question here: Are you guys still standing in line at Subway to place your order like a bunch of dumb idiot losers? Huh? ...Well lemme tell y’all something. I just ordered and paid for a Subway sandwich from my phone. At my house. Using their new mobile app. I didn’t even have to move. I just sat in my recliner until about 5 minutes before it was ready. I didn’t even have to bring my wallet with me if I didn’t want to. I mean, I still brought it anyway just in case I got pulled over, cuz my license is in it. But that was the only reason. There was no other reasons! Then when I got to Subway, I just waltzed into that joint with my chest all puffed out like I owned the place. It was so liberating. I pushed passed these archaic fools, lined up, watching me with their stupid mouths all agape. One lady in particular (who clearly didn’t know her place) shouted out at me, “Hey! No cutsies, bub!” I snapped back at her, “Don’t you speak to me, peasant!” Even her husband was too afraid to come to her defense. He could sense that I was the alpha in the room. Wise move on his part. Then the kid working behind the counter stepped up to this linear arrangement of inferior scum and made a declaration that sent chills up everyone’s spine. He said to them, “Hey! Let him through!.. He’s *alreadyplaced his order…” The lobby speakers suddenly stopped playing music, background chatter came to a complete halt, dropped silverware bounced on the tiled floor, and the lobby echoed with the sound of bewildered gasps and gulps. A man sitting in a nearby booth was just about to bite into his sandwich when he heard what the employee said. The man froze mid-bite and, I swear to you, we could all see his actual soul leave his body through the top of his head while playing a harp like in an old cartoon. His lifeless body fell to the floor. He couldn’t believe it. Nobody could.. I grabbed my satchel of goodies with my nose stuck up in the air and I muttered a pompous “Thanks.” Then I turned and strutted away.
As I exited the door, a large group of townspeople and local news reporters were awaiting to ambush me. “You’re our hero,” they shouted. “We love you!”
I proudly smirked at this grotesque display of idolatry and then charmingly answered back to the crowd, “I know.” That’s when I threw on a pair of sunglasses, walked away in slow motion, and the entire building of Subway exploded behind me.. I give this app 4 out of 5 stars, though, because there’s not an option to order cups of dressing on the side. But other than that it’s pretty cool.

This review is more of a hope of providing very needed feedback for corporate. I love app ordering for restaurants and really want this process to work. But it’s terrible.

First, the ordering process is cumbersome. I do like the visual aspect of seeing the various layers and adding or subtracting them visually. I do NOT like the fact that I have to start over with a sandwich if I discover at the end that I accidentally started ordering a footlong instead of a 6”. Size isn’t an editable variable. If you really want a 6” you have to scrap the footlong and start over with the right size.

Once you finish a sandwich it’s not instantly obvious how to order a second one. It’s obvious how to order a drink or chips or a cookie, but a second sandwich - not so much. Those items have a picture icon button and they’re big. To order another sandwich you have to notice a smaller link of words below that say “see entire menu”.

In the checkout “bag” each sandwich suggests you turn it into a meal with chips and a drink. You can’t get rid of it if you don’t want to see it in the cart. Unless you click on “add” you won’t be paying for it, but it clutters up the checkout and makes it harder to see what you’re really ordering and paying for.

The last two times I ordered on the app I showed up and the employees didn’t even know I’d placed an order let alone have it made. I don’t know how the employee notification works, but I suspect they have to periodically go look at something to see if new orders came in. If they’re even slightly busy there’s no incentive to go look at the “order thingy” to see if they need to make sandwiches for an app order. I will try the process at a different store and see if it works any better, but I suspect this is a system flaw.

On top of all this, today I placed an order but when I showed up, the app looked like the order hadn’t gone through. I tried to place it and kept getting an error message. My options were “place the order” or “start over”. Since the order didn’t go through and the line was long I gave up and left. Over an hour later I noticed Paypal notified me of a charge to Subway. The order *didgo through even though the app said it hadn’t. I called the restaurant and they looked up the order (note: they looked it up when I called more than an hour later and finally saw the order.) since I’d already paid and have no faith that a refund would be an easy process I went and got the order.

This process is not user-friendly and defeats the purpose of ordering ahead of they don’t see it until I show up and ask if my order is ready.

To whom it may concern:

Today I ordered a sub online. That in itself was a nightmare to get the correct order. But managed to do so . Then I picked up my order and headed back to the office only to find my order was wrong. I ordered a BMT only to have the (1) extra slice of pepperoni I ordered, no other meat but bacon which I did not ask for. Tried to call and tell them that my order was not right. But they didn’t answer the phone. Now by the time I get office work and try to correct the problem they probably won’t remember making this order. Very frustrating and hungry since I threw the sandwich away.

Thank you for your time to reading this email. Hope you have a better day than I am.

Tracy email: [protected]@hargray.com

Yes I order 3 subway sandwich online, buy 2 get one free, and there was nothing at the bottom of the screen saying that, and when I went and pick up my sandwich, they charge me the regular price and that wasnt right, I would like a refund or a free sandwich voucher, this happen 10/12/2023 time 2:40pm and the lady that was there, I told her what had happen, so she call her manager, and told what happen, and all I got was a free cookie, this is really sad, unhappy subway sandwich person, this was so wrong, and something should be done when you do the right thing and dont get you third sandwich free, like what you say on your website, online buy two get one free

When we was at the location of a Subway and broken bow Nebraska 68822 we went in and we ordered 2 ft loans and we was supposed to get one free and the employer set to us that when it came to getting a free one it locked him out of his computer and told us that we had to come back at a later time we are complaining about this because when we tried to get our free one the guy told her that she will have to pay another 2 ft longs just to get the free one and it is his mistake not hers and he should fix the mistake and he never did

I went to my Subway today and I was eating when I noticed it had a short black hair in it. I only ate half of my sandwich, I called the restaurant and he said I had to return the rest of it to him for credit. Well, I have a bad hip so I wasn't doing that, plus why and I going to lie over a meal. I have the receipt, I used my Birthday gift card. Michelle Pickering [protected]@gmail.com

I ordered 6" Steak and Cheese Sub on white bread- when he rang me up, he said - I was surprised but I don't usually eat at Subway so I paid with cash- Subway, corner of Meacham and Algonquin Rd in Schaumburg (or Rolling Meadows). I gave the order to my co worker and he told me that I was overcharged... it should only be around . I was mad because i feel he knew what he was charging... its only less than but it is the thought that someone took advantage! I need someone to explain why.

For the past several months I have been getting phone notifications on my phone between 11:00PM and 6:00AM. Your stores are not even open at that time. I called your phone number but that was a waste since I could not leave a message. You have been waking me up with these notifications. I want you to STOP. This has to be illegal and a form of elder abuse.

During the time period 9/14 - 9/21/23, I have attempted to place an order on 3 different days. Each time I have made my choice and saved it to my 'bag' which shows a "1" on the bag icon. When I click on my bag to check out, my order disappears, the bag icon shows a "0", and I get a message that my bag is empty and 'lonely'.

I have sent messages through the website twice and received only the "Guest Service Form Confirmation" email, but no further response.

Since I am unable to order via the website, I can't use the 'on-line order' coupons that come with my newspaper.

i have gone into you store in Highland Park MI 3 time and 3 times I left without buying food, the person who works there is mean and very rude she yells at customers, belittles them as well she snapped at me today September 12,2023 .She asked me if I was putting in a order I said yes she asked me why I was down near the pick up window I told her that I could not see the menu and I was walking back to the order window when she barked at me to go to the order window to place my order , I said could she not see me walking back to the window , she said that I had a tude , and told me to leave the store so that is what I did . This is as I said before the 3rd time I went this store and left without buying because she is so mean and nasty in the way she speaks to your customers I have gifts cards that I no longer wish to use because if she is who you hire I will go anyplace but to Subway. how should I send your gift card back to you ?

I ordered from a Subway restaurant here in the city in which I reside and delivery was made to another Subway restaurant, When I received the email confirmation I called the original store and was told I would have to contact the store to which delivery was to be made, makes sense until you think of it, the person answering the phone had NO professionalism or customer service skills, In my trying to communicate with subway they ask for a store number which I don't have since I never received my order.To say this is the last they will hear from me is such an understatement and they could only wish, Not looking for a rocket scientist just someone that can make and delivery two sandwiches Order Number

9D37011C-68

I went to subway to get a Sandwich. The workers helped three people that were behind me before they helped me. Then when they they finally helped me... my footlong sandwich was so small. Four small pieces of meat and the three pieces of cheese. Not even full slices of cheese. Maybe 2x3 inch pieces. I also went for lunch and i wasn't able to eat it. So it was a waste of my money and time to go there. One of the ladies was worried about my complaint and the other lady said it's only one... they won't do anything to us. Really? No punishment? WOW. This store is located on speer blvd and federal blvd in Denver by North high school. I don't have a restaurant number because no one gives you receipts anymore. I may not ever go to another subway store with that kind of service, I'd rather stay home and make my own sub sandwich and then I won't have to worry about being passed over.

Subways that do not participate in specials should not be recognized as a true Subway franchise. I am disappointed when stores opt out of specials as they should be shown in a different color so as easy to recognize before driving to their location. My wife and I walked out of the Belfast, Maine store because of this. I will not visit that store again until they have become a participating location and I live in Belfast, Maine. I would hope that the Subway Corporation would make this a rule when owning a franchise piggy backing off the corporation.

[protected]@msn.com