Subway — Restaurant in Leeds

My 12 year old son has visited this Subway branch every Saturday for over a year. He loves Subway and this branch is conveniently located for a well deserved treat after football training. The branch used to be excellent but, slowly, greed has overtaken customer services. It started with signs going up announcing that they don't participate in Subway promotions. When the menu changed and my sons favourite sub was removed, there was zero flexibility (other Subways continued to make it for him). As he got more confident he started to ask if he could go in store and order his sub himself, whilst I waited outside. Again, all started well. Friendly, polite, ordered, points collected, all good. The first couple of times he tried to use his points to claim his free sub their "systems weren't working" and so he had to pay. Last week it was "sorry, you have to be over 18 to claim your points". There is alway an excuse. I went in to speak to them and was told if I'd been with him, he could have used his points. It is "policy". Despite happily giving him the points every week for months previous, knowing they would never let him redeem them. They got their policy folder out and shoved it under his nose, stabbing their finger at "the rules". Poor kid was embarrassed in front of other customers and told he had to pay. No thought to tell him that, if he came to get me, they would except the points. It's a sandwich for goodness sake. The kid comes in every single week! Just give him the free sandwich. Unbelievably poor...

Me and Mrs decided to grab sandwiches for lunch and stopped at this branch. When we entered, Yogi was sat having his meal. We waited for him so he could finish his food. Once finished, he got up and without washing his hands he started serving us. Apparently they have their own store policy which he was unable to produce for us to see regarding reward points. We ordered 6 sandwiches in which 3 we wanted to claim our rewards with. There was nothing mentioned on the subway application that we can only claim one sandwich. But Yogi argued that we can only claim 1 6" sandwich and not 3. We had to leave everything and walk out. It was very embarrassing and his tone was very high when he spoke to me. Never we are never going back to this store and I would suggest avoiding it as well. There are plenty of other subways where you can get your food without...

I had another disappointing experience today, consistent with my previous visits. The same staff member, who seemed frustrated and uninterested in providing good customer service, told me there was a minimum requirement of two sauces. When I asked where this policy was stated—since it’s neither mentioned on the website nor displayed in-store—she became defensive and dismissive. The attitude toward something as trivial as sauces is unnecessarily strict, as if the staff were personally paying for them.

In the end, they chose to lose out on a £20 sale rather than simply add an extra sauce, which says a lot about their approach to customer service. This location used to be great, but since recent demographic staffing changes, the overall experience has...