My family came here tonight to honor a coupon. The coupon was the "buy 2 get 1 free". My 18 year old boyfriend and his 13 year old brother went in. The 13 year old, told the lady, they had a coupon, and asked for 3 foot longs. He then asked for one of the foot longs to have half chicken, half ham. The lady then asked if he wanted the sandwich cut in half, he said yes. Later we find out, she charged him 2, 6" subs and 2 foot longs (which makes them extremely expensive). Making the coupon invalid. My 2 family members didnt realize that they were being charged for 2, 6" subs until after we had looked at the recipt. The two boys went back inside to talk to them. After getting nowhere, my boyfriend asked to speak to the manager, the workers passed him the phone and after asking for anything like a credit for next time, or something, the manager hung up. After they were inside for a while, I walked in to ask what was taking so long, to then realize they had gotten nowhere. The female worker was then trying to involve another customer into the mix by asking her, her opinion on the situation. At that point my boyfriend told the worker he did not want other customers to be disturbed by this interaction. I asked the female worker to call the manager if this was such an issue, and I was informed that my boyfriend called the manager, then was hung up. So I asked her to call him again. The female worker called him again, started speaking in a whole other language infront of us so we had no idea what she was saying about us (which is just extremely rude my I add) then she told us the manager was on his way.
Once the manager got there, I tried to explain the situation and what happend, where he continously interrupted me. The two boys tried to explain several times that they asked for 3 foot longs, and I said all they asked for was for half of a foot long to be one meat and the other half another meat. He then says that different meats are different costs. Which makes sense, however that wasnt told to the boys until then.
We tried to explain that the worker never informed them of that, and told them they were cutting the sandwich in half, but then charged them for 2, 6" subs. The female worker then said she did infact told them she would be charging them for 2, 6" subs. After the boys said that it was not what was told to them, I told the manager that he should tell his employees to communicate clearly and better with customers as to avoid confusions like this in the future. To which he said "My employees are very good at communicating" obviously not if there was a misunderstanding (and possibly a language barrier) with the situation. The female worker was saying how she could loose her job if she did it the way we asked (which may I add is highly unlikely, but once again, communicate better and that wouldnt have been a worry)
In the end the manager was asking us what we wanted him to do about the situation, and at this point we just wanted to go home and were fine for settling with the 2 sandwiches if we could get a refund for the 2, 6" subs.
In the end, he refunded us the difference to redeem the coupon.
However its ridiculous that it took to that point to get it there. If the female worker was just clear about the price difference, the whole situation would have been different. The subs were cold in the end...
Overall, this Subway will never again be my go to choice, the staff here was rude, lack of clear communication, and I find it horrible that they tried to drag another customer into the altercation to ask for her opinion, as well as once again speaking a different language on the phone while talking about us.
Please do better Subway.