Archive for October 2009

Bad Vibe at Subway today

October 15, 2009
Subway

Subway

I have always enjoyed sandwiches at Subway, however I noticed something a bit fishy concerning on my visit today. I ordered a sandwich listed on the sign. I told the gal to make it as they always make it, no extras. As she rang me up, the price ended up being much more then I expected. I didn’t get anything but a sandwich. When I inquired about the price difference, the cashier’s reply was that the price loaded in the computer is higher then what is printed on the sign. In my nicest voice, I asked why I needed to pay a higher price then what was advertised. She said she couldn’t make any changes and that was it!  Because I was in a hurry, and it wasn’t a huge amount, I let it go……then I wondered how many other people had done that. Based on it being one of their most popular choices, it adds up to a substantial amount of money to the owner. It really bugged me that he/she was getting away with taking more of customers’ money then they are entitled to!  So I registered on the subway website and registered a complaint. I mentioned that the amount of money was not the issue…the broken trust was the issue.

I received back an email form letter that addressed redeeming promotion points….not even my complaint! But the really interesting part was where this customer service rep spelled the name of the company….INCORRECTLY! Here is their response exactly:

Dear Ms. Bagno 

Thank you for taking the time to share your comments with us.  

All SUBWAYR locations are individually owned and operated. Pricing as well as participation in promotions and coupons may vary from location to location. Loyalty cards are offered by a market wide decision only.Therefore, you may not earn points at every Subway you visit. Federal Law and many State Laws prohibit the mandating of pricing or participation in promotions since it is considered price fixing to do so.I suggest you inquire at the Subway locations you visit to see if they participate in promotions and the loyalty program.

 Again, I appreciate you taking the time to contact us.

So my question is….what is the process that keeps you connected to your customers? How do you handle complaints? Remember, these days it is so easy to share your bad VIBE experience with the whole world….kinda like this blog. Subway….what is your reply?

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