I placed a pickup order through the Subway app and paid an extra $5 for double meat on my sandwich. After leaving the restaurant and arriving at my destination, I realized that the sandwich did not contain double meat, even though I was charged for it.
When I called the store, I was told that I would have to drive back and prove that the sandwich did not have double meat on it. I was also told that they could not issue a refund through the app.
That explanation was frustrating because I have had issues with Subway app orders in the past, and managers at other Subway locations have been able to issue refunds or credits for incorrect orders. The staff at this location either did not know how to handle the situation or simply chose not to.
Mistakes happen, but customer service is about how those mistakes are resolved. Charging a customer for an item they did not receive and then refusing to correct the issue without requiring another trip back to the store is unacceptable.
Based on this experience, I do not believe this location is being managed properly, and I will not be ordering from here again.