Contact Subway Support

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.

I placed an app order at my local Subway Sunday evening at 8:40pm. Store hours online said they were open until 9pm and the app showed them available for taking orders. Placed an order and got a message from the app saying my card was charged, the order was confirmed and would be ready shortly. I went to the location (verified twice) and the store hours on the door said they closed at 8. No big deal, hours change, but then why did the app allow the order, confirm, and charge for it? So, I went in to the store today, showed them the order (which the app still lists as pending), explained the issue, figuring since the order was shown as paid, they could simply make good on it now. I was told that they couldn’t make food for that order, that I would have to order again and dispute the previous charge with my bank!! I just did and got my money back, thankfully. I also tried contacting Subway directly before my bank, but their 800 number would only tell me (by recording) to report app issues on the web site. Clicking “help” in the app takes you to that same site, and the answer to “how to report an issue” on the site says to click “contact us” under “help” in the app, but no such option exists. There’s literally only “help” which takes you to the web site which says to report in the app……..