Subway
Reviews and Complaints

Sandwich artists don’t know how it works. If your frontline employees can’t explain it there is a problem.
When they don’t know how to scan it for payment or rewards there is a big problem.
Everytime I go to a subway it takes forever to check out. They tell me to scan it but it doesn’t work. They tell me to scan it again, doesn’t work. They call for help from a manager, while I wait and the people behind me wait. Too long in line.

Terrible almost never works for ordering. I constantly get errors with an empty box that just says OK.

When it does work I would say 1/2 the time I walk in and the sandwich hasn’t even been made. So then I stand there and watch them make it. Why did I order ahead?

Can’t delete gift cards after they have been used. Actually have to transfer the balance to another gift card and then it will be automatically removed. Why not just give a delete option. Totally counter intuitive.

How do I do a split tender with gift cards? It just says not enough funds. Do I have to keep reloading and never actually use the full value.

How do I get my cash when it’s under . Employed don’t know how to do it.

I ordered two sandwiches, card charged. Showed up at Correct address showed them the receipt and they refused.
It had been working fine but suddenly after the update it charges but does not update the stores. To make matters worse neither the store nor in the app there is a way to report.

Update:
Customer support said the purchase never happened. So I took a screen shot of the receipt from the app.
The fact that I had to do it shows you how messed up they are.

Update 2
OMG third world country. These people forwarded my complaint email to some guy who replied me FROM A GMAIL ACCOUNT. So basically enjoy the app, but Know that is it breaks, they just hand you back to the character who owns the franchise store (aka dude with a Gmail account) - who happens to be the guy who refused to honor the online payment to begin with (basically stole from me). Now, I work for a startup in the financial district of SF. Thank God I can do without the few bucks he stole. But I stand on principle. I hope there is a class action - I hereby declare I will donate any income from which - but I want that guy to loose his franchise on drum street in SF.

It’s been several years now and none of the things I’d brought up were addressed. But honestly, the biggest problem for me is that I want more than one cheese on a sandwich.
I’m sure I’m not alone; I like my steak sandwich with swiss AND Monterey cheddar. I like my meatball sub with provolone AND Monterey cheddar.

BUT the APP only allows ONE cheese to be chosen. Want extra cheese? Only allowed to get more of the same one cheese. Why?! Why is it so hard to implement adding multiple cheeses in when it’s something the stores do, and you can add multiple other toppings like veggies?!

And then the problem of wanting things double toasted because when toasting normally the steak Never, EVER comes out without being cold still.
But I still have no option in the app for double toasting.

I’d ask Subway to fix these problems but frankly after 5+ years, they’ve shown they are unwilling or unable (likely the former). So I guess I’ll have to stick to not being able to get rewards, not having the ability to get subs delivered, and having to leave work and spend a bunch of time not getting paid, because Subway doesn’t want to change the app at all.

I chose a sandwich, but I didn’t complete the payment. However, some reason it went through. I called the customer service. The representative was very rude and kept telling me that I need to talk to the subway branch where got my order. So, I tried to talk to someone at the branch about it and the answer was that there was nothing she could do. Of course. The branch just made the food because of the order coming from THE MALFUNCTIONING APP.

I love subway and I will visit again to buy food. However, I WILL NEVER USE THE APP. I have many apps operated by restaurants such as Panera and Chipotle, but I have never had the problem even if I use them tons of times. The Subway app is only one having this issue.

I have read other people’s complaints about the app. They are very similar with the problem I had and the customer center replied that they could help you if you call them.

The customer service will help you by just telling you that you need to talk to the branch.

I strongly suggest that you google your favorite location and order through the phone. IF YOU REALLY WANT TO USE THE APP, PLEASE AT LEAST DON’T SAVE YOUR CREDIT CARD INFORMATION. My money just disappeared yesterday with the app.

I’ve been using the app on a daily basis for my lunch for about 3 months.
It’s great that I can order and pay and pick up without standing in a line.
My lunchtime is brief and I have to drive to get to the store. So it saves time.

That being said what gives it its 3 stars raising is when I go to order. And it tells me the subway that I’ve been going to for 3 months is either closed or doesn’t take online orders

In the past I’ve had to delete the app and re download it and start over from scratch.
Very frustrating.

Demerit 1 Star.
Your app is back to making the same issues.
It ends up telling me that the subway that Ive order from for the past 3 months is unavailable to place orders.

I went into that store and placed an order using the app and the QRQ code and worked fine. They even checked to see if there was something wrong on their end.

What good is an app to preorder if I can’t preorder on a consistent basis?

Also your contact for help is a circle.
Go to help and pick contact us. Then it gives me no options to leave feedback for the app it’s self.
Sure the restaurant I can comment on. But not the app.

I have a screen shot of the issue but I can’t even send it to you.

Frustrated.

The Subway app does not function. I can create MOST of an order, but it "has an issue" at some point. I cannot actually place an order. Therefore... useless. By the way, I'm an IT director who manages thousands of devices, multiple platforms, websites, multiple networks, etc, etc... I'm not exactly clueless, this new app version is USELESS.

I HATE this new App! It is so much harder to navigate. You can't cancel an order, you can only delete everything off an order one item at a time. Ordering items by pictures is so slow and for idiots. I used to use the app a lot, now not at all. It was really great for when ordering with a group, just hand the phone to the next person. Now I have to tell them how to navigate.

Old review:
My review for previous version:
Love ordering through the app, I use it nearly every day. There's 4 features I wish it had:
1- favorite locations, instead of waiting to find them every time.
2- favorite meals, I tend to order one of 4-5 different subs.
3- let me redeem my reward points, I have a ton
4- let me add a note to my order, like "please toast the veggies," or "add Italian dressing," which is common in Michigan but seemingly no where else.

Love the app! Huge time saver!

Thanks!

For the powers that be... It’s easier to land a 747 fully loaded in a 3rd world country than it is to place a order on the Subway app. Apps are to be dumbed down to name, rank and serial number. The app exists to create easy, simple and convenient ordering for customers. That’s it. Minimum viable product type thinking.

I’m a user-interface guy. I just ordered five sandwiches. It would have been easier to stand in a line and place my order in person. I found the app to be clunky, unintuitive and wonky to say the least. The app is absent of any type of natural flow. I honesty think it would be better to scuttle the current app and just have two buttons. Button one, where do you want to pick-up your order? Button two, press and we will connect you to that store via phone so you may place your order. As bad as that sounds, it’s better than what you have now.

If you want some help, please shoot me an email. Subway needs to raise its game and not spend precious resources on a bad apps that I am sure cost way too much.

Please improve. I really want you guys to succeed. And please don’t offer me a coupon or free anything for my feedback. Take that money and put it in your app re-do fund. I think you guys might need it more than me.

-JC

I'm not one to write reviews but This is getting old... This app is still terrible even after the updates. Twice now I have attempted to order and it says "something went wrong please erase your cart and try again" or something like that. One time I completely gave up and went somewhere else only to get a call asking if I was coming to pick it up. The staff was nice enough to keep it on record as an I owe you and redeemed that later. Another time I tried a second time to get the order to go through as the directions stated and when I went in to just order it the normal way they stated the order went through twice and one ticket had 3 meals ordered. I only told it to order one meal a time.. Get this [protected]@$ working already.. This is going on over a year for Subway having an epic failure of an app. Keep saying they fixed it with every update... Do you even use our test the app? Someone isn't doing there job right. I'd feel pretty miserable if I was in charge of application development! Hope they're getting paid well for nothing! Almost every other food ordering app from other places has a 4 plus most over 4.5 plus rating... I think it's time you take a look at how they are doing it. Maybe throw up the white flag and call for help.. You literally have nothing to lose. Rant over.

If you use different subway locations (you travel for work), it will sometimes revert back to the location from your previous order. I was in Highlands Ranch, Colorado making a delivery (I’m a trucker) not 200ft from a location. I changed the location in app to that store. As I placed the order it reverted back to the previous order location in Longmont, Colorado from 3 weeks earlier and sent the order to that store. When I got the confirmation email I noticed the mistake and called that store to explain to them what happened. The store manager told me “it’s an electronic payment and there’s nothing she could do”. I asked her not to make the sandwich as I wouldn’t be able to drive 2hrs with traffic for a sandwich.
I contacted subway through the email I found on the app and they responded with each store if individually owned and there was nothing they could do. So I was charged the money anyway. I know it’s not much money but if it happens to even 1% if the people that use the app it’s a lot of money subway if profiting for nothing. It’s a simple fix that they need to do.
If you only ever use one location it’s a great app but if you use multiple locations for lunches at work or something it’s not worth the time you’d save. I’m deleting the app and subway isn’t in my lunch rotation anymore.

This app does not work! I use to be able to order from it and it was easy. All software on my end is correct and app is the latest update. The spinning issue is NOT resolved because as soon as I press "order" or "order from favs" the spinning starts or it loops you back around to where you started, but mainly locks up in spinning. The "Contact Us" loops me back into the App every time and I have tried over 20 times in the last 6 days. I have called the phone number you are giving out and all it does is refer you BACK to the app which won't submit your message or even key you leave one without a restaurant receipt which you can't get because you can't order! SOMEONE FROM SUBWAY, PLEASE TRY TO ORDER TO UNDERSTAND! I want to pull my hair out! I have tried ordering for 6 days now. Subway is losing soooo much money right now from customers unable to place orders, yet you can't let them know because of how they have set up customer support. We CAN'T use the app to report this OR subwaylistens.com because you have to have a receipt already. Please fix this issue!

UPDATE AS OF SEPT 1, 2021:

I DID write again today at the link you provided. App is still doing the same thing after the upgrade dated 8/25. IT IS STILL DOING THE SAME THING! Cone on people, Ya'll let them know as well that we can't order!

I would give a 0 star rating if I could. The app wouldn’t was not working at all about 1 month ago while visiting one of my local Subways to pick up a sandwich at the end of a long day! The clerk/server ringing up my purchase did his best to scan the App to apply/redeem my points to no avail. As I happen to carry the card that came before the App with me as well, he tried to swipe the card (which has always worked before) and the end results was a total lockout of my account with the message to contact Subway. I had to make the purchase without my points! I did contact Subway the next day and after several minutes, the customer service rep found the solution to my problem. Problem solved; hardly! Two weeks later, I went to buy three sandwiches at one of my local Subway locations. This time out, the App just kept spinning and spinning as if it was prepping to open. It never did! Thank goodness my old card worked this time out. A couple of days after, I tried to open the App at home just to see what would happen. It opened up without a hiccup. Gee Subway, I need the App to work when I am actually interested in ordering food, NOT when I am just sitting at home not interested in eating your food that day. I expect to have a helpful, functioning App at the time of purchase instead of a message to contact you guys, or to simply not have the App open at the moment of truth! Frustrating!

Overall the app isn’t terrible but it’s very slow to do pretty much anything. I don’t know if it’s a caching issue or what, but loading screens during the process of ordering food, browsing options, viewing settings, etc is almost unbearably slow.

Also there doesn’t seem to be a way to add rewards after you have started an order. When I added food to cart I realized I forgot to add my rewards. So I figured surely I can do that at checkout. Nope. I went to the rewards section, clicked apply on several rewards, went to checkout, and rewards still weren’t applied. Soon after, I got an error so I cleared my cart and started over. Frustrating.

One last thing that’s unnecessarily annoying and hidden - adding favorites. The only way to save a favorite is by purchasing something and then clicking the unlabeled heart outline next to the item ordered. If you miss it or forget to click it before loading a new screen or the app refreshes, too bad. You’ll have to wait until next time you order it and then hopefully remember to click the heart at the right moment.

Clearly this makes no sense. If I order something I’ve never tried before and really enjoy it, I can’t favorite it until I order it again. And even then, I must remember to fav it at the right moment. Otherwise I would have to fav things before I know if they’re my fav yet. Or if I just want to create fav shortcuts for subway items I know I enjoy but haven’t ordered through the app yet, too bad. I have to order them to fav them. Ridiculous

When you know exactly what you want and proceed exactly as you should, it works.
HOWEVER,
Don’t bother trying to apply your Rewards Discount to an order - unless the default store location is definitely the store you want.
Choosing a different store will take you directly to the menu.
So you choose your order and go to the payment screen - where there is NO PLACE to apply your rewards discount.
Choosing to apply the Rewards discount first, you’re forced to order from whatever store location is currently the default setting. And again, no rewards option on the payment screen.
Want to cancel an order? You have to call the individual store and ask them to cancel it - which they cannot do until they’ve received it from corporate. And this doesn’t happen until 15 minutes before the scheduled pickup time.
And don’t expect them to offer to cancel when it comes in. You’re expected to call back.
Overall, don’t expect the store workers to have ANY idea how the app works - the store training has clearly been a joke.
And they will have no idea how you get a refund for a cancelled order. You’re then expected to call the corporate office, the number of which is buried in the app.
The corporate office will explain that when the store cancels the order, it automatically triggers a refund action. And they will not know why the store workers don’t know this.
You will then be expected to call the individual store ONCE AGAIN to cancel your order 15 minutes before your pickup time.
This is what I went through today.

This App would be so great if they would just make a couple of simple changes

1.) App needs to let you store your favorite sandwiches so I you can order them over and over again from different store locations. Right now, if I wanted to re-order
my favorite sandwiches when I am out of town for work, or I just want to order from a location, I have to start to scratch and re-build my sandwiches every time I order from a different location. It is really annoying!

2) if I have rewards coupons to use for an online order, I have to use them for the location I ordered my last sandwiches from. I cannot change locations, and make the coupons work, and then of course It doesn’t work with problem one.

The simple fix it to allow a user to “Save Sandwich to Favorites” after them built one. Then store the sandwich to the Users account. Then if the user wants to create a new order at a location other than the place the made the last order’ make it a menu option to “Add a favorite sandwich”, and load in the Users favorite sandwiches from their account to select instead of having to build a sandwich and toppings from scratch.

Then, to fix problem #2, such add an option at the end of an order, right in the payment screen to apply coupons, instead of asking the User to add the coupon at the beginning of their order.

These 2 easy fixes would make the app so much leas if a headache he to use when you just want to order your favorite sandwiches for difference Subway locations, and allow the user to easily apply their reward coupon(s) as well!

Two steps forward and four backward.

So, the 7.1.4 update screwed back up everything that you kinda fixed in 7.1.2. Can't see a menu unless I sign up to have an account. If I have an account and my store is closed, still can't see your menu. WTH!?

Now you know why I haven't been to Subway for months now. Why does the store need to be open? Why do I need an account just to TRY and see a menu. Get the dang accountants out of your design teams and put some hungry kids to work designing your UI.

I guess we'll wait until your next update to see if it's worth keeping this app on a mobile device.

The 7.1.2 update has fixed a good number of the problems earlier updates caused. Bumped stars up to 3 from previous 1 star when the app simply wasn't working.

The only way you can see anything with this app is to pick a store that is open and login to start an order.

UPDATE: with latest update, that no longer works. You can't get beyond the map. Fire the app developers. This is totally useless.

I just want to see the danged menu!

Sure the local stores may be closed, but I'm planning a party for the next day and would like to see the menu to start a list of subs and sides
That we'd order. But you can't even see the menu. Why hide it?

Every other food app lets you at least see their menu any time, any place, without forcing you to create an account and sign in - but only 'while' a local store is open.

Two stars are too kind. Maybe just fond memories of a previous version you could coax into at least showing you the menu.

App design based on accountant desires, not what the customer needs. Fire the app manager too while you're at it.

A few days ago, I ordered 2 foot long breakfast subs from store # 3217, 13575 Glen Oaks Blvd, Sylmar, CA, [protected] . I ordered 2 foot long egg & ham subs with honey mustard on the bread 1st. They put some kind of hot mustard with black specks in it. I ordered HONEY MUSTARD not this. I didn’t realize this until I was dropped off at home. I scraped this hot stuff off the best I could, but it was still hot. It burned my tongue & gums. It was the worst sandwiches I’ve ever had in my life! I ended up throwing them out! I just got out of the hospital & had to get a ride to go get the sandwiches & my ride couldn’t take me back to the store. I’m VERY unhappy with how this turned out. Any suggestions?

Ordered a chicken Bacon Ranch Melt 12” sub. Was charged $10.39 for chicken sub, $2.29 for bacon I never tasted, $2.39 for “melt” whatever that is. Over $15.00 for a sub, are you kidding me? When the description of the Chicken Bacon Ranch Melt sub is described as having bacon and melt, I don’t expect to be charged extra for these. We paid $25.56 for two subs, one $10.49 the chicken sub $15.07 plus tax of 1.79, totaling $27.35.