IP
isha parmar
Aug 31, 2026
⭐ Very disappointing experience at Subway Stanmore
I ordered my food online through the Subway app for collection from the Stanmore branch. When I arrived, the staff member was standing around and appeared to be chilling. I told him that I had placed an online order, but he immediately said that he hadn’t received any order.
I understand that sometimes online orders can take a while to come through or there can be an issue with the system, so was completely reasonable about it. However, I explained to him that I had already paid, the money had been deducted from my account, and I had received a confirmation email for the order. I asked him to check again.
Only then did he look again and say, essentially, “Oh yes,” and acknowledge that the order was actually there.
The bigger issue was then with the 20% discount I had used through Subway’s own rewards/app programme. The discount was available to me in the Subway app, and when I selected the Stanmore branch, the app allowed me to place the order with the discount applied. The order was successfully processed and paid for.
However, the staff member told me that “we don’t give this discount.” I explained that this was a Subway app promotion, not a discount I had made up myself, and that the app had specifically allowed me to use it when ordering from this branch. If the branch does not honour a particular promotion, the app should not allow customers to select that branch and complete a paid order with the discount.
Instead of handling the situation professionally, the interaction became an argument. What was particularly disappointing was that after this, the food was prepared in what felt like a deliberately poor manner. The sandwich had very little meat and noticeably fewer ingredients compared with what you would normally expect. It genuinely felt as though the staff member was intentionally putting less food into the sandwich because I had questioned the discount.
I have ordered from Subway many times and understand that mistakes and technical issues can happen. What I find unacceptable is the attitude, lack of customer service and the way the situation was handled.
If there is an issue with a Subway promotion, that is something Subway and the franchise/branch need to resolve internally. A customer should not be blamed for using a discount that was available in the official app, accepted at checkout, and successfully charged.
Overall, a very disappointing experience. The food itself was poor, but the attitude of the staff member and the way I was treated after raising a legitimate concern was the most frustrating part.
I hope Subway looks into this branch and ensures that staff are properly trained to deal with online orders, app promotions and customers in a professional and respectful manner.