Hi,Here is the additional information I wanted you to seeThis is on our website and also on the back of the Subway points card : *Earned Rewards Points expire months from the date they are earnedThis information is also under the Subway Points Card site under FREQUENTLY ASKED QUESTIONS :Do SUBWAY® Card Rewards Points expire?YesEarned Rewards Points expire months from the date they are earned if not used, unless stated otherwise by Value Pay Services LLC or prohibited by law This is our RESPONSE to the customers complaint :Look forward to hearing from you, [redacted] Customer CareSubway World HQ's [redacted] ***
OWNER RSP (MJ) 09/15/From: Ahmed & Shaista K [redacted] [ [redacted] ] Sent: Tuesday, September 15, 9:PM To: Maureen J [redacted] < [redacted] > Subject: Re: Customer Service Comment for Store [redacted] Comment ID # [redacted] Spoke with the customer; sending coupons; spoke with the employee and retrained in toasting and customer service skillsRegards Paula AG [redacted] Customer Care Manager
RESPONSE 1-15-I called the customer and left the message for her to call me back As far as the reward/cash card being frozen we haven’t froze any cash card from our location If she had given you the card number please forward it to me so that I can research more, I’ve pulled up all the records from IPC card history and there’s nothing matching to her explanations Regards; [redacted] ###-###-#### store # [redacted] Regards [redacted]
[redacted] purchases with a simple swipe.Visit www[redacted] , or any participating [redacted] restaurant to reload Your Card or check your balanceThis [redacted] Card issued by Value Pay Services, LLC and only used for purchases at participating [redacted] restaurantsThe available balance will be applied towards your purchaseUnless your Card is registered online at www[redacted] .com, balances remaining on lost, stolen or damaged Cards cannot be replaced or refundedYou can protect your Card balance by registering it onlineFor more information, visit www[redacted] .comUse of this Card constitutes acceptance of these termsThis card does not expire and no dormancy or other fees will be charged? On the back of the Newer cards it states: [redacted] CARD TERMS: We can only replace remaining balances on lost, stolen or damaged cards: If your Card is registered online at www[redacted] .com and proof of purchase is providedThis reloadable [redacted] ® Card is issued by Value Pay Services, LLC and never expires, nor do we charge and feesThe Card is not redeemable for cash except as required by lawRewards points expire after months, unless stated otherwise by usOnly valid at Participating Restaurants, visit www[redacted] .com for complete terms and conditionsUse of this Card constitutes acceptance of these terms.Check your balance at www[redacted] .com or call [redacted] ? Below is information found on the [redacted] .com website under FAQ’s Do [redacted] ® Cards expire? Are there fees or penalties if I don't use my Card frequently?The [redacted] ® Card never expires, nor do we charge any fees in connection with its use, or penalties for dormancy.Occasionally special promotional [redacted] ® Cards which do have expiring balances are distributed on a limited basis; however, these cards are clearly marked as such with the valid start date and the expiration date on the front of the card Do [redacted] ® Card Rewards Points expire?YesEarned Rewards Points expire months from the date they are earned if not used, unless stated otherwise by Value Pay Services LLC or prohibited by law Regards [redacted] ***Customer Care Manager [redacted]
This was a promotion from [redacted] and the customer was responded to each time she contacted our Advertising Team with her complaintBelow is the last response they sent to herFrom: [redacted] Received: 11/10/12:PM To: [redacted] Subject: RE: Subway Customer ID [redacted] Hello, Thank you for contacting Subway® The C [redacted] Fourth and Footlong [redacted] promotion administrator is eprize If you have any questions regarding this promotion, please submit an inquiry directly to the promotion administrator, eprize, by using the form provided in their FAQs: [redacted] Regards, Al Thanks Paula [redacted] ***
Complaint: [redacted] I am rejecting this response because:My phone number is ###-###-#### I have not been spoken to and it appears that this response is a lie from Subway restaurant In addition, I was sent to insurance already and they completely failed to do anything I repeat, you have already stated that "I would be sent to insurance" and it was a lie I expect an actual response The insurance company did not contact me and failed to do anything whatsoever You cannot pass the buck, you served inedible chunks of foreign substances to your customers and I have one in my refrigerator as evidence This is an issue for Subway to resolve, not an insurance company Sincerely, [redacted]
The following is the response I sent to Mr [redacted] Wednesday, July 29, Dear Mr [redacted] : Thank you for taking the time to contact us in regard to your Electronic [redacted] ® Card I’m sorry you are having such a difficult timeI would suggest you obtain a new card and have it activatedYou may then have the balance from the damaged card transferred to your new card at your local [redacted] RestaurantTo protect our valued customers we strongly suggest you register your card to help prevent fraud in case it is ever lostOnce the card is activated and the balance transferred go to my [redacted] card.com and register your new cardYou can select any digit you would like to put in for the cell phone number i.e [redacted] or you may also use your home phone number as your cell phoneIn an effort to better assist you I have also attached the Request Rewards Points Form and Refund Request Form for your convenienceAgain, thank you for being a loyal [redacted] ® customerSincerely, [redacted] Customer Service Manager Comment ID: [redacted] Regards [redacted] Customer Care Manager [redacted]
This was escalated when it happened to Card ServicesI have gone ahead and gave [redacted] a her missing points as well as more for a free footlong regular sub
The manager had sent me -6" couponsI had 3-foot longsAgain I want a refund Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
CUSTOMER EMAIL 1-5-From: [redacted] ] Sent: Monday, May 01, 3:PM To: [redacted] > Subject: Re: SUBWAY Thanks for getting back to meAfter talking to about different customer representatives and waiting on the phone for about an hour and half total times between all of them the last representative actually told us how to convert our number to a physical cardYour first representative working at the number given to me by your online chat person(since they had no idea what was going on) Barely listened to what I said and put me through to the subway card representatives...who did not help either besides confirming your online app and phone app weren't workingThe next day I talked to someone again at the same number and they said that I can go to the subway store and they should help me be able to convert it to a physical cardNo one knew what to do at any of the stores out hereThey looked at me like I was crazyCalled back the number again last representative told me to grab a physical card at one of the stores and to log onto the app and I can just do it myselfRidiculous that no one could help me until the very last one after asking how many times how I am suppose to use my e-mail gift card if both your apps are down....but it is finally solvedThanks
The manager sent the following response: I called the number that was left and it was wrong and I couldn't get to her so I sent her an email letting her know my apologies for the inconvenience that happened in my storeI am waiting for her replyTell us why here
Revdex.com:It is too bad that it took this long and having to file a complaint with the Revdex.com just to get an address removed from your mailing list I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 2, and find... that this resolution is satisfactory to me. Thank you so much for helping me resolve this issue! It is very sad that the business did not care to resolve it without your involvement... Appreciate all your help!Sincerely, [redacted]
The phone number this customer left on our website form was ###-###-####All restaurants are individually ownedAll owners of businesses carry Insurance for accidental insurance This owner turned the matter over to his Insurance Carrier and It is up to them to investigate and make their decision
From: [redacted] Sent: Friday, January 30, 2:PM To: [redacted] Subject: FW: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint # [redacted] Hi [redacted] , As mentioned in the last email I sent below by the ownerCard Services and their records see no frozen actionCard Service has fraud checks in place that will freeze a card if too much activity and/or card merges occur in a short time frameThe card can be released if the customer calls the [redacted] call center (the only way this can be fixed)The number is on the back of every cardWe have no access or visibility from our offices Regards [redacted] ***
From: [redacted] ] Sent: T [redacted] To: mso [redacted] Subject [redacted] Importance: High Hi, Here is the RESPONSE from the Owner Customer Information: Rose Johnson Pickett Court Tallahassee , FL Daytime Phone: 850-980-E-mail: [email protected] Response ss From: sharon middleton [mailto:[email protected]] Sent: Thursday, February 16, 3:PM To: Austin ; Steve Williams ; Customer Care ; Vikas Agrawal Subject: Re: Customer Service Comment for Store Comment ID # Customer Service Comment for Store Comment ID # I spoke with RoseShe was very sad about that honey oat She is hosting a meeting near our apalachee location tomorrowI have instructed the manager to bake a batch of honey oat and make a platter with a couple of Tuna sandwiches in itCustomer is now delighted and we can show off a platter at there meeting
Complaint: [redacted] I am rejecting this response because:Subway is correct, that the points disclaimer is on their website, however, when a customer is prompted by a Subway employee, to start a Subway Points Account, because they are purchasing multiple sandwiches, the Subway employee doesn't review disclaimers like this with the customer The customer in good faith opens the Points Account, and continues to purchase product, earning points with each purchase I have many accounts that earn points, as I'm sure the person reading this email has I have a credit card that earns points with each purchase I earn points by staying at a certain chain of Hotelsetc How many times has a customer taken the time to research a companies website to review the fine print regarding their Points Account I venture to say that the majority of customers never research this information.There is an assumption on the customers part that the company they are dealing with will handle a Loyal Customer with Good Customer Service In this case Subway is not treating a Loyal Customer with any type of Good Customer Service Deducting over 1,000+ points from my account without notifying me before hand, is STEALING Subway has my email address I get offers from them all the time They could have contacted me to let me know that - HEY - YOUR ABOUT TO LOSE 1,POINTS, YOU MAY WANT TO REDEEM THEM BEFORE THEIR GONE...This is not Good Customer Service, and I challenge anyone at Subway to explain to me how STEALING points from a customers account is a way to build a Loyal Customer Following.I emphasize the word STEALING, because I earned these points, I paid for them with my money The points were in my account, to be redeemed at a later date.We are not talking about points here, we are talking about 1,000+ points As a good gesture on Subway part, they should reinstate some of these points, with the understanding going forward that there is a months window to redeem them Sincerely, [redacted]
Hi,Here is the additional information I wanted you to seeThis is on our website and also on the back of the Subway points card : *Earned Rewards Points expire months from the date they are earnedThis information is also under the Subway Points Card site under FREQUENTLY ASKED QUESTIONS :Do SUBWAY® Card Rewards Points expire?YesEarned Rewards Points expire months from the date they are earned if not used, unless stated otherwise by Value Pay Services LLC or prohibited by law This is our RESPONSE to the customers complaint :Look forward to hearing from you, [redacted] Customer CareSubway World HQ's [redacted] ***
OWNER RSP (MJ) 09/15/From: Ahmed & Shaista K [redacted] [ [redacted] ] Sent: Tuesday, September 15, 9:PM To: Maureen J [redacted] < [redacted] > Subject: Re: Customer Service Comment for Store [redacted] Comment ID # [redacted] Spoke with the customer; sending coupons; spoke with the employee and retrained in toasting and customer service skillsRegards Paula AG [redacted] Customer Care Manager
RESPONSE 1-15-I called the customer and left the message for her to call me back As far as the reward/cash card being frozen we haven’t froze any cash card from our location If she had given you the card number please forward it to me so that I can research more, I’ve pulled up all the records from IPC card history and there’s nothing matching to her explanations Regards; [redacted] ###-###-#### store # [redacted] Regards [redacted]
I have adjusted the customers card with points Regards Paula AG***
[redacted] purchases with a simple swipe.Visit www[redacted] , or any participating [redacted] restaurant to reload Your Card or check your balanceThis [redacted] Card issued by Value Pay Services, LLC and only used for purchases at participating [redacted] restaurantsThe available balance will be applied towards your purchaseUnless your Card is registered online at www[redacted] .com, balances remaining on lost, stolen or damaged Cards cannot be replaced or refundedYou can protect your Card balance by registering it onlineFor more information, visit www[redacted] .comUse of this Card constitutes acceptance of these termsThis card does not expire and no dormancy or other fees will be charged? On the back of the Newer cards it states: [redacted] CARD TERMS: We can only replace remaining balances on lost, stolen or damaged cards: If your Card is registered online at www[redacted] .com and proof of purchase is providedThis reloadable [redacted] ® Card is issued by Value Pay Services, LLC and never expires, nor do we charge and feesThe Card is not redeemable for cash except as required by lawRewards points expire after months, unless stated otherwise by usOnly valid at Participating Restaurants, visit www[redacted] .com for complete terms and conditionsUse of this Card constitutes acceptance of these terms.Check your balance at www[redacted] .com or call [redacted] ? Below is information found on the [redacted] .com website under FAQ’s Do [redacted] ® Cards expire? Are there fees or penalties if I don't use my Card frequently?The [redacted] ® Card never expires, nor do we charge any fees in connection with its use, or penalties for dormancy.Occasionally special promotional [redacted] ® Cards which do have expiring balances are distributed on a limited basis; however, these cards are clearly marked as such with the valid start date and the expiration date on the front of the card Do [redacted] ® Card Rewards Points expire?YesEarned Rewards Points expire months from the date they are earned if not used, unless stated otherwise by Value Pay Services LLC or prohibited by law Regards [redacted] ***Customer Care Manager [redacted]
This was a promotion from [redacted] and the customer was responded to each time she contacted our Advertising Team with her complaintBelow is the last response they sent to herFrom: [redacted] Received: 11/10/12:PM To: [redacted] Subject: RE: Subway Customer ID [redacted] Hello, Thank you for contacting Subway® The C [redacted] Fourth and Footlong [redacted] promotion administrator is eprize If you have any questions regarding this promotion, please submit an inquiry directly to the promotion administrator, eprize, by using the form provided in their FAQs: [redacted] Regards, Al Thanks Paula [redacted] ***
Complaint: [redacted] I am rejecting this response because:My phone number is ###-###-#### I have not been spoken to and it appears that this response is a lie from Subway restaurant In addition, I was sent to insurance already and they completely failed to do anything I repeat, you have already stated that "I would be sent to insurance" and it was a lie I expect an actual response The insurance company did not contact me and failed to do anything whatsoever You cannot pass the buck, you served inedible chunks of foreign substances to your customers and I have one in my refrigerator as evidence This is an issue for Subway to resolve, not an insurance company Sincerely, [redacted]
The following is the response I sent to Mr [redacted] Wednesday, July 29, Dear Mr [redacted] : Thank you for taking the time to contact us in regard to your Electronic [redacted] ® Card I’m sorry you are having such a difficult timeI would suggest you obtain a new card and have it activatedYou may then have the balance from the damaged card transferred to your new card at your local [redacted] RestaurantTo protect our valued customers we strongly suggest you register your card to help prevent fraud in case it is ever lostOnce the card is activated and the balance transferred go to my [redacted] card.com and register your new cardYou can select any digit you would like to put in for the cell phone number i.e [redacted] or you may also use your home phone number as your cell phoneIn an effort to better assist you I have also attached the Request Rewards Points Form and Refund Request Form for your convenienceAgain, thank you for being a loyal [redacted] ® customerSincerely, [redacted] Customer Service Manager Comment ID: [redacted] Regards [redacted] Customer Care Manager [redacted]
This was escalated when it happened to Card ServicesI have gone ahead and gave [redacted] a her missing points as well as more for a free footlong regular sub
The manager had sent me -6" couponsI had 3-foot longsAgain I want a refund Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
CUSTOMER EMAIL 1-5-From: [redacted] ] Sent: Monday, May 01, 3:PM To: [redacted] > Subject: Re: SUBWAY Thanks for getting back to meAfter talking to about different customer representatives and waiting on the phone for about an hour and half total times between all of them the last representative actually told us how to convert our number to a physical cardYour first representative working at the number given to me by your online chat person(since they had no idea what was going on) Barely listened to what I said and put me through to the subway card representatives...who did not help either besides confirming your online app and phone app weren't workingThe next day I talked to someone again at the same number and they said that I can go to the subway store and they should help me be able to convert it to a physical cardNo one knew what to do at any of the stores out hereThey looked at me like I was crazyCalled back the number again last representative told me to grab a physical card at one of the stores and to log onto the app and I can just do it myselfRidiculous that no one could help me until the very last one after asking how many times how I am suppose to use my e-mail gift card if both your apps are down....but it is finally solvedThanks
The manager sent the following response: I called the number that was left and it was wrong and I couldn't get to her so I sent her an email letting her know my apologies for the inconvenience that happened in my storeI am waiting for her replyTell us why here
Revdex.com:It is too bad that it took this long and having to file a complaint with the Revdex.com just to get an address removed from your mailing list I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
An apology and $E-card were sent to the customer's email address on 10/14/to use at any Subway he wishes
The $and reward points from her frozen card have been transferred to her active rewards card
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 2, and find... that this resolution is satisfactory to me. Thank you so much for helping me resolve this issue! It is very sad that the business did not care to resolve it without your involvement... Appreciate all your help!Sincerely, [redacted]
The phone number this customer left on our website form was ###-###-####All restaurants are individually ownedAll owners of businesses carry Insurance for accidental insurance This owner turned the matter over to his Insurance Carrier and It is up to them to investigate and make their decision
From: [redacted] Sent: Friday, January 30, 2:PM To: [redacted] Subject: FW: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint # [redacted] Hi [redacted] , As mentioned in the last email I sent below by the ownerCard Services and their records see no frozen actionCard Service has fraud checks in place that will freeze a card if too much activity and/or card merges occur in a short time frameThe card can be released if the customer calls the [redacted] call center (the only way this can be fixed)The number is on the back of every cardWe have no access or visibility from our offices Regards [redacted] ***
From: [redacted] ] Sent: T [redacted] To: mso [redacted] Subject [redacted] Importance: High Hi, Here is the RESPONSE from the Owner Customer Information: Rose Johnson Pickett Court Tallahassee , FL Daytime Phone: 850-980-E-mail: [email protected] Response ss From: sharon middleton [mailto:[email protected]] Sent: Thursday, February 16, 3:PM To: Austin ; Steve Williams ; Customer Care ; Vikas Agrawal Subject: Re: Customer Service Comment for Store Comment ID # Customer Service Comment for Store Comment ID # I spoke with RoseShe was very sad about that honey oat She is hosting a meeting near our apalachee location tomorrowI have instructed the manager to bake a batch of honey oat and make a platter with a couple of Tuna sandwiches in itCustomer is now delighted and we can show off a platter at there meeting
Complaint: [redacted] I am rejecting this response because:Subway is correct, that the points disclaimer is on their website, however, when a customer is prompted by a Subway employee, to start a Subway Points Account, because they are purchasing multiple sandwiches, the Subway employee doesn't review disclaimers like this with the customer The customer in good faith opens the Points Account, and continues to purchase product, earning points with each purchase I have many accounts that earn points, as I'm sure the person reading this email has I have a credit card that earns points with each purchase I earn points by staying at a certain chain of Hotelsetc How many times has a customer taken the time to research a companies website to review the fine print regarding their Points Account I venture to say that the majority of customers never research this information.There is an assumption on the customers part that the company they are dealing with will handle a Loyal Customer with Good Customer Service In this case Subway is not treating a Loyal Customer with any type of Good Customer Service Deducting over 1,000+ points from my account without notifying me before hand, is STEALING Subway has my email address I get offers from them all the time They could have contacted me to let me know that - HEY - YOUR ABOUT TO LOSE 1,POINTS, YOU MAY WANT TO REDEEM THEM BEFORE THEIR GONE...This is not Good Customer Service, and I challenge anyone at Subway to explain to me how STEALING points from a customers account is a way to build a Loyal Customer Following.I emphasize the word STEALING, because I earned these points, I paid for them with my money The points were in my account, to be redeemed at a later date.We are not talking about points here, we are talking about 1,000+ points As a good gesture on Subway part, they should reinstate some of these points, with the understanding going forward that there is a months window to redeem them Sincerely, [redacted]