I went into store#31616 on 6/9 at about 11am and ordered a $5 foot long meal so my total cost for lunch was $7.50. For some reason my debit card was declined so the very nice gentleman offered to run it again and still nothing. So I gave him a different card and everything was fine. I went home and saw that I was charged twice on my debit card, one that went through and one that was still pending. I checking my bank account before going back into the store and I was only charged once on my debit card and once on my credit card. So I was going into the store with the hopes of making things easy and just getting another sandwich being that to me I had already paid for one.
I went into the store and talked to the gentleman that rung me up and he did remember the issue with my card. He advised me he needed to get his manager involved so he could help me. This is where my issue begins. Not once did he apologized for my inconvenience of what happened, but instead told me I would need to have bank statements in order to get my money back. I told him I am ok with just getting a meal like I did before vs. A refund. He went on to say that he does not see anything in his system of someone being charged $7.50 outside of my credit card. I even showed him my two different account statements that I could pull up online and that was still not good enough. He said he cannot help that I was charged twice by the credit card company; that if he gave me a free sandwich he would be out money now. He then said that he cannot just give free sandwiches out to everyone; that a woman was just scamming to get free food going around showing different store respites. I told him that even though I am showing him my two different bank account, I came back to the same subway, with my respite from the same store, and the gentleman that helped me remembers me is not enough to prove that I am not making this up. I would have been fine if there was a process to go through but because he told me that he would be out of money and he would be the one losing in this situation I was just appalled. I told him while he may be out of money if it really was the credit card companies fault, that he should never tell the customer (I am currently the one out in this situation) that they were going to be out $7.50. I started to cry because I was getting so upset with his lack of empathy for this situation and all he cared about was making his money.
As people started to walk into the store he could tell I was getting a little less than happy with this situation and did not want his new customers coming into the store hearing my complaint. He then told me he would go ahead and make me what I wanted, BUT he had to talk my credit card information to call them and make sure he got paid for it so he was not out of a sandwich. I told him why would I do that when they could possibly charge me and I would be yet again the one out. He comment was, that if he did not he would be short. I told him that was enough and the only reason he was willing to half help me was because there were people now in the store. I said a few choice words and walked out. I do apologies for my unprofessionalism.
I used to manage a deli and I would have never in my wildest dreams talk like that to a customer. For someone to get so upset about losing out of $7.50 which is not the cost he would really be out of for the total cost of everything in the first place. To also be put in the category as someone who scams subway restaurants when I had everything possible to show him how I was overcharged is just mind blowing. While I cannot discredit a whole company for one managers poor management style; I can assure you I will never be going back to that particular location. I do have many coworkers that visit the establishment and when I told them about this situation they were baffled.
I sure hope you guys realize who you have representing your company name as far as a manager goes.
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