Subway — Restaurant in Kelowna

I had placed a large order to this location through the Subway app, many different subs with different toppings and sauces (around $50). When I received the Subs I found that one of the Subs was very poorly put together (little to no toppings at all) and the rest were labelled incorrectly. The labels were according to a receipt that had printed in-store. For some reason, this receipt is different than the receipt I received through the app. When I called them to let them know about the issue, I was told to drive back and return the subs (during Covid restrictions). They also decided to make another sub for the one that was poorly made. Upon arriving I mentioned I wanted a refund as I’m not happy with the service. The employee took back the whole order (kept the money as well) and told us that the owner would reach out to us the next day. The owner did not reach out to us and we had to reach out to them. I had 2 other issues with this location which led me to ask for a refund this time. Both other times I had placed an order through the app that said the restaurant is open and the orders were accepted. When I drove to the location it was closed, this happened 2 times. My money was taken, but the location was closed. Both times I spoke with the owner and settled to have my subs made another time. But this time on an order of $50+. I was waiting to hear back from the manager/owner and no one reached out. I emailed them and heard back from the owner who completely ignored my refund request did not even address it in his response, instead went into a defensive stance that the receipt they had accurately resembles labels on the subs like 1,2,3 etc. After responding to that email with more information and stating they had not addressed the issue with my refund as they have the subs as well as my money. No one responded. I then, a week later, sent a follow-up email and again no response. Now, they not only have kept the food which we were told to return during a pandemic, but they also have my money. They refuse to email me back and are being extremely unprofessional, so I am writing this review to warn others of this location. Please take your business to another Subway .... these guys don’t know how to run a business or educate their staff in the policies they...

Super rude owner and useless managers. My rating for the owner and his manager is Zero out of 1000

I had the worst customer service experience in my life at subway Kelowna restaurant. On April 22nd i was in Vancouver which is 400 km away from Kelowna. i placed an order for 2 FOOTLONG Tuna using the mobile App. Something weird happened that made my order go to Kelowna restaurant instead of Vancouver one. I called them immediately to cancel my order as i need it in Vancouver. I talked to 2 guys in the restaurant and both of them they said they can’t help me. All they can do is hold it for me for 15 mins and i need to pick it up before 9 pm. I said what you are offering me is ridiculous as i’m 400 km away and no way i can come in 15 mins. They said you need to call the restaurant tomorrow then we will have a manager who can talk to you. I called on the following day and the assistant manager said i have to talk to the owner and get back to you on Monday. The owner called me today and he is the rudest person i have ever met in my life. He said you made this mistake and it’s your fault. I said you need to understand that i just asked them to don’t make my sandwich as i’m far away and i will back to Kelowna tomorrow. So u can make me one tomorrow or even give me a store credit that i can use. Everytime i talk to him, he keeps interrupting me and said u need to listen to me. I told him, I’m your customer and you shouldn’t interrupt me and you have to listen to my complaint. He said you are talking for over 5 mins and I don’t have time for you! Do you think you are the only one i talk to? I told him you are the one who called me so you supposed to have a time to listen to my complaint and you need to know how to deal with your loyal customers. He told me i know how to deal with people like you, i have lots of people working under me who are exactly like you. So i know how to talk to those kind of people. I told him you have no idea how to treat your customers and you are losing a customer and his entire family for $18 and actually i can call my bank and ask them to refund my money back and they will do. He said okay call them then. So i just hangup after getting the worst...

I have been living close to here for the last 10 years. This could possibly be the worst subway in Canada. That said, I created a relationship with 2 specific employees and would tip 5-10$ every time I went just to get remembered and actually stand a chance at a decent sub being made. This tactic didn’t last long. This place is filthy, cross contamination everywhere, veggies are gross, often previously frozen and trays are added too for weeks, never cleaned. Staff doesn’t care. Regional manager and I have spoken multiple times, I’ve filed honest reviews to their customer service in hopes they will actually care. Documented with photos. They don’t. No one does. And it shows. Make the drive to the Rutland road location. Night and day. Just look at the photos on here and read the reviews. This is sad. Subway. What the heck is wrong with you and your lack of control over your franchise owners?? Made fresh is your motto. Sad to write this. It doesn’t need to be...