Subway — Restaurant in Bedford

I have ordered from this location several times and today is the last time I will ever order from this location. As I normally do, I submitted an online order via the Subway Android Application. Order was received and I received a notification saying it was ready for pickup. Headed to the store only to be told that they were out of the ingredients needed to make 2 of the sandwiches in my order. They gave me the option to get different sandwiches with what they have OR cancel the order. I told them to cancel the order and they then told me to contact Subway Corporate because they don't have the ability to cancel orders placed in the mobile app. I asked them how to do it and they pointed me to the "Contact Us" form on the Subway Help page. The staff present was clearly untrained in how to conduct cancellations or refunds AND, most importantly, untrained in how to manage the customer experience. They contact Trinity, the manager, and over speakerphone she told me the same thing....contact Subway Corporate. I pushed back because the online app was showing order ready and picked up. The last thing I wanted was to complete an online form only to wait for someone to get back to me. I decided I would not leave without the some sandwich (given the risk they say I picked the order up as reflected in the app) so I had them make different sandwiches than what I ordered and left immediately. I have never had such a ridiculous experience. "We can't make your sandwich as we don't have the ingredients and the truck is supposed to come tomorrow" "We don't know how to cancel your order" "We don't control the Subway mobile app" "You have to contact Subway Corporate for a refund" "This is what we tell all our customers when a refund or cancellation is needed" "I can't contact the owners because they are off work" "You have to leave the store as I have told you I can't help you with the cancellation" These are the statements and responses I faced. A very untrained, unprofessional and uncaring staff running the store with no access to the owners for escalated situations like this is what highlight this location as a poor location representing the Subway brand. I will be filing complaint with corporate as well and will try to locate the owners to provide this feedback....1) if you can take money from a customer, be able to refund the money. 2) invest the time and energy to train your staff to know what to do in your absence 3) don't EVER put your problem (lack of ingredients, lack of knowledge in how to cancel an order, no ability to refund even in cash) on the customer and make it their problem. I'm one customer and I have a voice and this will be the last time I spend any money with your location. I can think of much easier ways to have handle this for a better customer experience and, unfortunately, Trinity and the staff working at 6PM today, 3/21 didn't think of any of them. They just distanced themselves from the problem and pointed to Subway Corporate. I will do as instructed and will report my experience to...

Buyer Beware

UPDATE: I am replying due to the owners inaccurate response If Subway changed the promo to online only you have the option to take down the sign to avoid false advertisement. Your kiosk DOES ask for tipping when making payment. Please ensure you reference the the right customer before responding to a review as I was NOT offered, NOR did I ask for anything for free, I paid FULL PRICE and no argument, debate, or appology occured.

Regards,

Walked in for the 6.99 promo I saw on TV. After it was all made they advised the promo was only for online orders via the app. The promo sign outside makes no mention of this but the website does. Way to go Subway...great false advertisement to get people inside without holding up your end of the bargain.

Haven't been back to Subway since they started asking for tips but decided to stop by and found the sandwiches now are much more like Jimmy John's (thinner, less ingredients). However, the taste of their new sandwiches is better than their traditional menu items.

As far as the atmosphere, the place has been remodeled but somehow looks cheaper than the traditional warm subway decore they...

The service there was excellent tonight. There was two young men working just two young men, and that was it. They were working as fast as they could to make peoples orders while dealing with online orders. And I was in there just to try the cookie the five dollar foot-long cookie. Never had it before. I do deliver food for Living. I’m a Favor driver. But I was Subway for myself tonight. These gentlemen were so nice to everyone so well mannered. And I asked them because I got an order while I was in they’re waiting to be waiting on if they could go ahead and make that cookie and I will come back after my order and get it and they did that and it was so nice of them and I appreciate that and a cookie was so dang good. It was so dang good yeah thank you Subway. Thank you guys at Bedford Subway on Central Drive. You guys did a great job tonight and I bet nobody else told you because nobody wants to take the time to do a good review. I just want to complain, but I’m not doing that there’s nothing to...