I love the Fallbrook Subway and eat here regularly. The local team is friendly, the service is good, and the food is always delicious.
After being a regular Subway customer for 30+ years, I will say that the corporate organization (NOT the local Fallbrook franchise) seems to care very little about its customers. Their app, which allows you to order and pay for food and accumulate rewards, hasn't worked for several months. I've sent multiple emails to Subway corporate, however they have never once responded or even bothered to acknowledge my messages.
I know it's not just my app because others (including Subway employees) have told me their apps don't work either. So Subway has a faulty app, they refuse to fix it, and they've ignored repeated emails requesting support.
I'm dumbfounded. I spent over $3,000 eating at Subway last year and am on pace to exceed that total this year. I've completed dozens of their surveys and always gave them high marks. I tip the team every time I order a sandwich, which is typically 6+ times a week.
So I give the local Fallbrook team an A+ and I give the wholly apathetic corporate team a D-minus. They seemingly have very little interest in taking care of their customers.
After 30+ years as a regular Subway customer, I'm ready to find another restaurant that actually cares about my business. The corporate team's apathy and indifference are appalling and a great example of how to alienate longtime customers.
The company spent an absolute fortune hiring a new chief technology officer last year, Mr. Donagh Herlihy. Mr. Herlihy, the Subway app doesn't work and nobody at your company will acknowledge repeated requests for support. There's not even an old-fashioned phone number to speak with anyone in customer service. Is everyone at Subway really so busy that you don't have time for your customers? It's a very interesting way to run a business. I'm curious to see how it works out.
UPDATE: The corporate Subway team emailed me earlier today and indicated that my account would be "unfrozen" within one hour. It now works. There was no explanation offered for their repeated failure to respond to previous messages or why my account couldn't be "unfrozen" months earlier, no apology for the inconvenience, and no offer to compensate me for the 70+ purchases I made over the past three months for which I earned zero rewards points. I still give the corporate Subway team a D-minus for their apathy and bush league customer service. read more