Absolute waste of time of an app
By Liam Allen
The app in itself is pretty good save the fact that it’s not crystal clear how to apply the deals to an existing order. However that’s not the reason why I’m writing to you. I just downloaded the subway app about a week ago, and I have used it four times so far. The first THREE orders had missing items and not just simple items I mean like the missing guacamole in the turkey bacon GUAC wrap. 🤦♂️ luckily we live in walking distance so I just walk back to fix the order. Now the fourth time is the kicker and it is pretty much the sole reason why I will never ever use your subway app again. I dialed in the order and it gives me the ready time of approx. 15 minutes. Totally fine. I show up at the approx. time and it’s one person who just showed up to their shift for that night and has no idea where my order is. He spots the ticket order on the counter and is confused why no one has taken care of it since it’s been 15-20 minutes since that ticket order has been ordered and PAID through your app. Apparently your (probably way underpaid minimum waged) prior shift employee grabbed the ticket, set it on the counter, and clocked out without even communicating to the next shift employee about it. I’m giving your app a one star not because your app is insufficient but because you failed to realize that you expect your franchise to employ competent persons to execute orders that is generally meticulous in nature.
Placed an order at 5:20pm on the app for pickup at the Menominee, MI Subway. Completed the transaction and it told me it would be ready for pickup at 8:20pm. Three hours?!!! Called the store 20 minutes later to see if was really going to take that long. They haven’t gotten the order! She said it usually takes 15 minutes for the store to receive it. So they should have already gotten it. She said once they received the order that they would have it ready in 15-20 minutes. I called back in 25 minutes and they still hadn’t received the order! She asked me to give her my order over the phone and they would make it right away. I went to the store 20 minutes later and showed the woman my phone with the order details which show date, time, order number, store number, location, items ordered, amount paid, method of payment. Everything to prove it’s legit. I appreciate the employees willingness to resolve things, but the app is COMPLETE GARBAGE!!! The store had no way to look up my order, no way to cancel the order, and no familiarity with the app itself. They made my verbal order with one error, by forgetting to put bacon on my steak & bacon sub, which is a little frustrating. The app far outweighed the missing bacon in terms of visceral frustration. And on the Subway website under the Contact Us section, you don’t have an option to choose app problems or feedback. I’d rate the app zero stars if that was an option.
Simply doesn’t work!
I would give a 0 star rating if I could. The app wouldn’t was not working at all about 1 month ago while visiting one of my local Subways to pick up a sandwich at the end of a long day! The clerk/server ringing up my purchase did his best to scan the App to apply/redeem my points to no avail. As I happen to carry the card that came before the App with me as well, he tried to swipe the card (which has always worked before) and the end results was a total lockout of my account with the message to contact Subway. I had to make the purchase without my points! I did contact Subway the next day and after several minutes, the customer service rep found the solution to my problem. Problem solved; hardly! Two weeks later, I went to buy three sandwiches at one of my local Subway locations. This time out, the App just kept spinning and spinning as if it was prepping to open. It never did! Thank goodness my old card worked this time out. A couple of days after, I tried to open the App at home just to see what would happen. It opened up without a hiccup. Gee Subway, I need the App to work when I am actually interested in ordering food, NOT when I am just sitting at home not interested in eating your food that day. I expect to have a helpful, functioning App at the time of purchase instead of a message to contact you guys, or to simply not have the App open at the moment of truth! Frustrating!!!!
Where’s the Rewards
The app is convenient when it works. I say that because so often I go through the pains of buying online and I get to the end and get an error. This happens frequently. I resubmit, start over , etc. same stupid error message. And there is no one to call and ask for assistance. I keep the app current on my iPhone. The next day it may or may not work again. I also think going through the menu is slow and clumsy.
I also try to get my order straight in advance so when I am ready and I hit the purchase button I know it will be fresh. This is typically the time I am hurried and do not want to step through the menu. But I still want Subway Fresh, right. But today something changed and when I went back to my order to submit payment it appeared to be missing. So I ordered all over again and then noticed I had two subs in the queue. So I had to figure out how to cancel one of them. My order changed slightly and I couldn’t tell which one I was canceling.
So what is my reward for continuing to use the app and buy from Subway. There is none. No rewards for buying your subs 3-4 days a week. No extra discounts. No buy 4 get the 5th free. Nada. And I don’t expect anyone will respond to my input. So Surprise me, Subway.
Says failed when my order actually went!
I'm not one to write reviews but This is getting old... This app is still terrible even after the updates. Twice now I have attempted to order and it says "something went wrong please erase your cart and try again" or something like that. One time I completely gave up and went somewhere else only to get a call asking if I was coming to pick it up. The staff was nice enough to keep it on record as an I owe you and redeemed that later. Another time I tried a second time to get the order to go through as the directions stated and when I went in to just order it the normal way they stated the order went through twice and one ticket had 3 meals ordered. I only told it to order one meal a time.. Get this SH@$ working already.. This is going on over a year for Subway having an epic failure of an app. Keep saying they fixed it with every update... Do you even use our test the app? Someone isn't doing there job right. I'd feel pretty miserable if I was in charge of application development! Hope they're getting paid well for nothing! Almost every other food ordering app from other places has a 4 plus most over 4.5 plus rating... I think it's time you take a look at how they are doing it. Maybe throw up the white flag and call for help.. You literally have nothing to lose. Rant over.
Wish I could rate a zero
I ordered and picked up an order though this app on 7/23 and didn’t seem to have any issues. Two hours later, the store called me to tel me that my order needed to be picked up! I had already done so! Much to my chagrin, there was a different order - two sandwiches instead of the three I ordered. I thought it would be simple and the store would cancel the order - NOPE!!! The manager said they didn’t get any money for the sandwiches and they could not stop the pending charges or reverse them so I would have to submit an online request for reimbursement because I used this app - but wait it gets better - I submitted my request that day and waited patiently for a response, but on the eighth day I called corporate. Corporate told me that they would do anything for me either and I had to take the time to dispute the charge with my own bank:/! I was told this subway is a franchise and therefore not part of the subway corporation?!?!?! Best part is I’m the only on that is out of luck - the franchise and the corporation still have my money!!!! The lack of support and customer service has been appalling. I have now spent my time disputing this charge with my bank. Subway you have really dropped the ball on something that could have been so easy to correct ON YOUR END! BEWARE OF USING THIS APP! Shame on your practices Subway.
Horrible at choosing location
I have a subway right across from my job, we were pretty busy so I ordered food through the app so I can just pick it up and go back to work. However, the app threw my order to a subway that wasn’t near me. So when I went to the subway across the street, the cashier said she had not received any mobile orders all day. I showed her the app and confirmation and we said that the address wasn’t this location but for the subway down the street. Already agitated I just had them do the order there and I paid. I called the subway where my order was placed thanks to the app and they said they couldn’t cancel it because only the manager knew how. I called the next day and spoke to the manager (Ignacio) and explained the situation to which he said “ I don’t know why the staff didn’t call me to explain the cancellation process because now it’s too late to do it.” He did offer store credit to which I refused because that location is not near me plus I had already bought the sandwiches again from the subway across my job. The manager said he would call me back in a few minutes and of course two days later I have yet to receive a call. I disputed the charge through my bank, deleted the subway app and am never going to subway again. Thanks Ignacio for being so unprofessional and unhelpful.
App is defective
By every nickname is taken! gosh
Today I placed an online order for a what’s considered a spicy Italian sandwich and I’m aware that it takes up to 24 hours to load you points but something wasn’t right. Hours after getting my sandwich I went in the app and it read,” it wasn’t able to add my points”, so I checked my email to make sure it confirmed that I purchased it. In which they sent my confirmation, but the app continued to say an error occurred while trying to retrieve points. So I clicked the scan icon to see if anything would happen, and once I clicked it. Actually every time I clicked the icon the subway app would disappear, and it would go to my home page. So I checked my WiFi to see if that was the problem which it wasn’t, and then I logged out. Once I did that it, the app said its performing maintenance on their registration process. That’s just makes me upset because I don’t know if this maintenance is going to cancel the points I already have and on top of that I never got my points from the order I just purchased. There is no history of my purchase on the app (before logging out) because there was an error. So if I could be helped out I would really appreciate it. Also on top of that this was my first time using your mobile order, so this experience makes me skeptical of ever using it again.
Needs a location improvement
By Rich and Kiki
If you use different subway locations (you travel for work), it will sometimes revert back to the location from your previous order. I was in Highlands Ranch, Colorado making a delivery (I’m a trucker) not 200ft from a location. I changed the location in app to that store. As I placed the order it reverted back to the previous order location in Longmont, Colorado from 3 weeks earlier and sent the order to that store. When I got the confirmation email I noticed the mistake and called that store to explain to them what happened. The store manager told me “it’s an electronic payment and there’s nothing she could do”. I asked her not to make the sandwich as I wouldn’t be able to drive 2hrs with traffic for a $7 sandwich.
I contacted subway through the email I found on the app and they responded with each store if individually owned and there was nothing they could do. So I was charged the money anyway. I know it’s not much money but if it happens to even 1% if the people that use the app it’s a lot of money subway if profiting for nothing. It’s a simple fix that they need to do.
If you only ever use one location it’s a great app but if you use multiple locations for lunches at work or something it’s not worth the time you’d save. I’m deleting the app and subway isn’t in my lunch rotation anymore.
I don’t know what’s up with this app but it keeps changing my name to my husband’s name but as soon as I go under account and click on ‘name’ it clearly shows my name then changes the name back to mine. It caused a problem today when I ordered online for pickup. My husband went to pick it up and they claimed it didn’t go through. Then I go in and show them the order number and they claim it was never received by them and they suggested I reorder in person and pay again. Upset, I leave. Upon getting home, the app shows my order is ready for pickup so I call the store again. They claim they still hadn’t received the order and that it must be an automated notification. Three hours later I receive a call from said subway asking if I am going to pick up my order as it has been hours since it was ordered online. I tell the person they must be joking because I was there hours before trying to pick it up when they said it didn’t exist. It was apparently under my husband’s name somehow. You would think they would have asked my husband if it could have been ordered under his name somehow but neither of us even thought about that. You would also think when she asked me for my order number something would have showed up in their system. Worst experience ever.