Subway — Restaurant in City of Edinburgh

Please be very careful of this branch of Subway. Looking through the reviews others have had a similar experience to me of being overcharged. They charged twice for 3 of the 4 sub meal deals I ordered. When I noticed and asked for a refund for the amount overcharged, I was told they cannot refund me. I was kept in store for over 40 mins whilst my family waited outside with our food getting cold. They were fairly clueless and their Manager/Owner, Oscar was no help at all. I was told I would have to refunded by a Bank transfer. However Oscar did not see this as a priority and appeared to have forgotten until I got I touch a few days later to ask where my refund was. I felt due to the delay, the food being cold and time wasted that I should be fully refunded as I was far from happy with the service and quality of the food, but he said I will only be refunded the amount of the difference, they even got this amount wrong initially and I had to work out the correct refund amount for them.

I said I don't want to leave a bad review as I don't like doing that but felt the resolution was below my expectations and Oscar replied nonchalantly saying do what you want. He came across very bad mannered, with no willingness to provide good customer service and I fear this is common practise in this branch to overcharge people. Be very careful and my advice is avoid this branch of the franchise altogether

Edit (16/03/24) To clarify on the back of the owners response below, yes a refund was 'eventually' given by Bank transfer almost a week later but it was not a smooth process and as a result of the long delays trying to get a resolution my food went cold. No apologies or ownership were given or taken by Oscar for the inconvenience and the least he could've done in my opinion was refund the whole order based on the errors by his staff and time wasted and cold food given. Why could I not have just been refunded in store at the time and saved all the hassle of waiting for a Bank transfer and why is is this regularly happening to multiple customers in the reviews. It stinks of fraud to me and you need to take some level of ownership instead of acting like it's a non issue. Please avoid this branch of Subway and take you business elsewhere people, the owner severly lacks a decent level of customer...

I do not like to downvote fast foods. You should know what to expect. But this was one of the tasteless sandwiches I've eaten. The bread was kinda chewy not fresh maybe. Just one more tourist like me visited for the 10 minutes I've been there. The coke was not good also.

Reply to the response:

Dear Owner, Because you took of your personal time to reply, I will update to three stars. Sadly however the rest is the same. I haven't eaten in there today. I was in your shop three weeks earlier. I do not remember even what I had. It was something with chicken. I was in a KFC shop the same evening with friends and I do remember all that I got, as it was this very evening. The chicken in KFC was a lot better than in my country and with the Subway sadly is the opposite. Back to the point. I chose the white bread with herbs and the herbs for my taste were burned, the bread was chewy, this one I remember. Dry herbs on a dry bread in not a good combo. Hey it might be my own taste, but I didn't taste else than herbs, burned or not. So it was tasteless for me. If something is overpowering the rest it is. I only drink Pepsi, well if I can of course. I am not this kind of lunatic to make a big deal if a shop is selling the other black fluid. I find it more carbonated, so I prefer that. Taste related, more or less the same, as I drink once or twice per month. its like new experience every time. And the other fast food chain also served Pepsi. I guess is the aftertaste that kind of ruined the experience for me. Hey do not get me wrong I ate the whole thing, well 3/4, because of the bread.. I will never return food, if it is still edible, just it was not up to the standard I am used to. Not the day I was there and not for me. Wish you luck with your shop as this is not an...

I'd give 0 stars if possible. Absolutely ridiculous service. Overcharged 3 meals, then said they can't refund in store so gave details for a manager/owners number who would have to bank transfer the refund. This took well over an hour in store and then meant when we did get our food it was freezing cold. Won't be back and wouldn't recommend for anyone to go to this specific branch as its awful.

In response to the comment reply: we have footage of the whole correspondence and there were children present so there's absolutely no threatening behaviour on this end if anyone wants to see it that's fine with me. The owner is now just stating complete lies to disregard the whole issue which is even worse. Embarrassed for the branch at...