Don't Mess with a Blogger, or when is $5 really $8.39!?
By Dr. Ann
@drannhh (15219)
United States
July 9, 2008 11:48pm CST
We are on a long summer vacation and in addition to doing the shop 'til we drop routine, hubby and I are enjoying lunch out with some frequency. Fortunately for us this coincides with Subway Sandwich's footlongs for $5 promotion. So we've been going to a lot of different Subways and having a lot of healthy sandwiches. We get lots of "lettuce" on the sandwich and still have lots of "lettuce" in our wallets after dining there!
Ah, but yesterday, after ordering the $5 sandwich, and making it a meal deal (costs $2 more) a new gal charged us $9.62 for the same meal we had been getting for $7.10 and when I pointed out that the sandwich was supposed to be $5.00 she said she already rang it up so that is what we had to pay. I looked at the receipt and saw that she had rung the sandwich at $8.39 and then she had added another 55 cents for each of the two cookies. She could not see that in addition to overcharging for the upgrade, she had rung the cookies twice. Getting nowhere with her, I finally said, "Look, you keep the food, just give us a refund!" Hah! She wasn't qualified to do that. So she called the owner, who instead of authorizing her to give a refund, came personally over to the shop to discuss the matter with us.
We waited for the owner to come and sort it out, and of course we got our refund, but have you ever heard of doing business this way?If you owned a sandwich shop, would you expect a dissatisfied customer to wait 20 minutes for you to drive across town instead of just instructing the clerk to use good judgment and do the right thing? With gas costing almost $5/gallon, does this woman's action make sense to you?
We had never before had anyone from a Subway Restaurant try to cheat us. Have you? What about some other restaurant? Would you have just eaten the sandwich or done as we did?
Hubby says I ought to write it up on my blog! He thinks that would be an excellent way to get even with that stingy businesswoman. Would you do that? One thing is sure, we won't be stopping at that location ever again.
9 people like this
18 responses
@Elixiress (3878)
•
10 Jul 08
I went to Subway today and the woman charged my boyfriend too much because she was new and was not used to working the till, but he told her that it should be less as he had bought the same before, she got a more experienced member of staff and she altered the till so he was paying the right price, so unless there is a difference between tills in America and England then the woman was lying to you.
3 people like this
@drannhh (15219)
• United States
10 Jul 08
Yes, you are right. She was lying to me. Well, this is the same location where they habitually put a fake "out of order sign" on the washroom just to discourage people from going in there. Apparently in that neighborhood there were people who would come in off the street and want to use the facilities without buying anything, so this was her solution. Expedient, but not honest.
2 people like this
@Elixiress (3878)
•
11 Jul 08
But then what if someone needed the toilet, they would have to go elsewhere and not buy something and go to the toilet, so they are not solving the problem, just passing it onto someone else.
I would advice you against going to that particular Subway again, I am sure you have many more in the area. I know that when I am in town for a day out there are 2 and there is another one on my way home.
1 person likes this
@kenzie45230 (3560)
• United States
10 Jul 08
I would definitely put it in your blog. I would also write to the corporate office. These are franchises, and while you'ved decided to not frequent that particular location again, many people would just decide not to visit the entire chain. The corporate office needs to know about this, so they can address it with the owner/manager.
Retail and food establishments should empower their employees to handle complaints like this one. It helps the employee feel that he/she has some responsiblity in providing good customer service. And it helps the customers not have to wait for someone to drive across town. That's plain stupid.
3 people like this
@drannhh (15219)
• United States
10 Jul 08
Yes, if I ran that sort of business I would certainly empower my employees, but also I would never have hired anyone who looked like this young lady. Her appearance alone should have been enough to make us decide to go somewhere else instead.
Your point that some people might not go into any Subway again after that is well-taken, and another reason I should probably blog about the incident because I could say how good some other locations are and praise Subway for the good things they do.
If I write to corporate and get a good response that might make my blog entry more interesting. Good idea.
@desertdarlene (8910)
• United States
10 Jul 08
I write things on my money blog about certain sites when I have problems with them. As long as it's truthful, I don't see anything wrong with writing about that. You are expressing your opinion about a true event. I also wouldn't go to that Subway, either and don't blame you. I've had some trouble getting discounts at some of these places, too.
@drannhh (15219)
• United States
10 Jul 08
We went to one Subway this summer where they had a sign on the drink machine that read "No refills!"
We don't usually get refills, but it seemed rather unusual to us, as we didn't think we had ever seen that policy at a Subway before. One of our favorite Subways was limiting the $5 special to a choice of only 5 sandwiches, but we were OK with that because one of our favorites was on the list. It is odd though to have different policies from one location to the next when it is a national chain.
2 people like this
@desertdarlene (8910)
• United States
10 Jul 08
I think they might do what a lot of other fast food restaurants do by having both franchise and corporate stores. I used to mystery shop a certain restaurant chain that did that. The franchises were allowed to have certain leeway in regards to prices and policies. But, all of them were required to follow certain company promotions or guidelines or they could lose their franchise.
2 people like this
@drannhh (15219)
• United States
10 Jul 08
Interesting comment, and mystery shopping is a great way to learn this sort of thing! Since we are retired and although busy not as pressed for time as career people, we pretty much had a good laugh over the adventure. But there is no way we were leaving without a refund. It became a matter of principal, lol.
@abbey19 (3106)
• Gold Coast, Australia
10 Jul 08
I think what you and your hubby did in that Subway was perfectly normal, and understandable; after all, it was a very simple order and request!
For the owner to drive all the way across town to speak to you personally was not very practical in view of the high cost of gas nowadays, never mind the fact that you had to wait 20 minutes! I would have been fuming. The owner could have just given her permission over the phone to give you a refund rather than have you waiting all that time for a few dollars.
I certainly wouldn't be going to that location again, and yes, I would write about it in your blog - it's the truth.
@drannhh (15219)
• United States
10 Jul 08
I was fuming, but that was mitigated a bit by the fact that we used to be regulars at that place and sort of knew the owner. So we were trying to give her the benefit of the doubt. She did have the sense to look a bit embarrassed when she saw that we were regulars. I suspect that she realizes that "were" is the definitive term.
2 people like this
@nancyrowina (3850)
•
10 Jul 08
we have a subway where I live and I've never had any problem with them, they always are aware of the offers and such. It sounds like the girl who over charged you wasn't very well trained and didn't know what the offers were. Subway is a franchise I think so it just depends how good the manager is in that particular store I suppose, I'd just avoid that one in the future. I think you should put it on your blog too it might eventually encourage improvement in that particular subway if enough people complain.
3 people like this
@drannhh (15219)
• United States
10 Jul 08
Remarkably, we have been to many, many different Subway locations as we love to eat there on our travels, and we never ever had a bad experience before. We still love Subway and consider the value quite good even when the sandwiches are not on a special sale, but you are right, we will avoid that one.
2 people like this
@aseretdd (13730)
• Philippines
10 Jul 08
Oh my... seems like bad customer service is everywhere... just last sunday... my baby and i went to the mall to eat lunch... i decided to go to Shakey's restaurant... since we always go there... and my baby loves their soup... the place was quite busy... but most of the waiters and manager are already familiar with me... since i always eat there... but after waiting for like 20 minutes... and no one even bothered to take our order... i decided to just leave and transfer to Sbarro... and i decided never to go back to that shakey's outlet ever... and this happened a day after i was ignore at Kenny Roger's restaurant... two days... with two bad customer service experience...
I agree with your husband... i think you should write that up in your blog... i myself is contemplating on starting my own blog about bad customer service in malls and restaurants... i just do not know where and how to start...
1 person likes this
@drannhh (15219)
• United States
10 Jul 08
My husband just read this and laughed and said "That is a good one!" He thinks you should write about that too. It is pretty easy to start a blog, but a bit of work to keep one up. I think the easiest way to get started would be just to sign up for free at www.blogger.com although there are other free ones too.
If they treat you badly now you can tell the whole world!
1 person likes this
@ladyluna (7004)
• United States
11 Jul 08
Hello Drannhh,
I would have been spitting fire! You clearly have more patience than I in
this type of matter.
How incredibly manipulative and presumptuous. If it were me, I'd be hammering corporate Subway about that rotten franchise. That'd get her notice!
BTW -- what was the final resolution?
1 person likes this
@drannhh (15219)
• United States
11 Jul 08
Actually I was spitting fire inside, but I usually keep it pretty controlled on the outside (waiting to unleash at the most effective time, lol), but in this case we had frequented the place with some regularity in the past and so when this happened we thought maybe the old owner had gone away and somebody new was running it. But when she came in it was the same woman we knew and she recognized us right away and was, in fact a bit embarrassed that she had treated regulars that way. So she did go right to the register and get out cash to reimburse us for what we had been overcharged and she did apologize for the mistake and for keeping us waiting, so we said "thank you" and stayed and ate, but we won't be going back there again.
She used to be really nice, and I must say her oatmeal raisin cookies are delicious, but I think maybe all is not right with her these days.
@mimpi1911 (25464)
• India
11 Jul 08
Janet
his is gross and needs to be circulated big time. They cannot get away with this kinda customer service! You must blog it and circulate the links.
Do keep us updated
1 person likes this
@arkaf61 (10881)
• Canada
11 Jul 08
Oh my! That takes the cake... or the cookies as it might be LOL
I would have done the same thing you did. She had rang it up already and couldn't undo it? Was a completely inexperienced employee left alone to mind the store? Is that even allowed?
It doesn't even make good business sense.
I didn't have anything like that happen lately but had someone once trying to add an extra meal in our bill.
I think you should blog it too.
@drannhh (15219)
• United States
11 Jul 08
A zillion years ago when we had our one-night "honeymoon" hubby and I had gotten married in Reno and when we got our Visa bill the hotel had charged us for 2 nights. I guess they think people who go there get so sloshed they don't remember how many nights they stayed. Well we both had to get back to work the next day, so I guess we did remember that our honeymoon was only one night long!
Although as we now are one of those lovey-dovey couples that acts like the honeymoon never ended, but no need to pay the hotel twice as that is chalked up to our good behavior, not theirs. Rflmao!
@wondericequeen (7876)
• Hong Kong
12 Jul 08
Sorry for what happened to you. But if the same thing happens to me, I wouldn't visit the same location as well. I think writing it in a blog is good, it's personal experience and emotional outlet, so why not?
From what I remember, I haven't been cheated when going to a restaurant but sometimes they do mess up the prices (when they are new staff). However, that usually got settled within 2 minutes after I told them that they got the wrong prices.
1 person likes this
@drannhh (15219)
• United States
12 Jul 08
Yes, it is easy to make a mistake, but then one cheerfully corrects it without making up lies and excuses. It just makes me think, if they cheat at the register, what are they doing with the food? Maybe if the meat is past the expiration date, they just serve it anyway? It makes a person wonder.
@ketybhagat (4123)
• India
11 Jul 08
It happens everywhere these days. We happened to go to a mall for shopping and then stood in a queu to pay. After what seemed ages, we get to pay and what she requested, we paid. I usually dont check the bill, but my husband does. We were shocked to see things added which we did not buy. We confronted her there and then. Again the same problem of having to call the manager, and we had to wait again. Then we got our refund, but I have learnt that we must check our bills in future. If they do so to a hundred people like us during a day, imagine what they must be making by cheating.
1 person likes this
@olivemai (4738)
• United States
11 Jul 08
Maybe the manager did not want you to tell anyone! oops, too late! It is good to know where to eat before you leave home. The internet can help keep people honest! Some restaurants get more tourists and "transients" than other restaurants, so the help (usually temporary, like students) do take attitudes! Hope you get to find the best restaurants to eat for the rest of your trip!
1 person likes this
@drannhh (15219)
• United States
11 Jul 08
We have had some good dining experiences! Since you are almost a "local" here, I can share one with you:
http://drann.typepad.com/the_empty_cabinets_of_my_/page/2/
That was my review. The link to the restaurant is in the middle. Doncha love that picture of the owner. He is one cool dude and his son, who waited on us, took the photo and put it online. He is really neat too.
Very reasonable prices there, too, I might add, but I would say skip all the fancy stuff, because the fish and chips ended up being the best tasting offering we tried and the best value as well.
1 person likes this
@vera5d (4005)
• United States
13 Jul 08
You are right, you shouldn't mess with a blogger!
While we were on vacation one of the places (it was a campground) we stayed at was less than what we expected it to be based on their website...their restrooms were absolutely horrendous and I said no, we're not staying here another night, I am not paying to not be able to take a shower!!! I got in a HUGE argument with the owner who wouldn't refund our money.
To make a long story short, we finally got our refund. But it definitely crossed my mind that my bestofstupid.com blog has a pr 4 & probably outrank him search wise for his campsite...I decided not too though since really it just irked me to the point i couldn't even laugh at it.
Blogging is pretty powerful though :) I saw a girl the other day post about a ladybug in her quizno's salad...
1 person likes this
@drannhh (15219)
• United States
13 Jul 08
A ladybug?! Wow! I've seen my step-mum just brush those off and keep eating, but no, I would not expect that in a restaurant. If that was a vegetarian salad it wasn't any more, was it! At least it wasn't a cockroach such as we used to find in the dorm food back when I was in college.
@azn_boo (36)
• United States
11 Jul 08
One time I ordered some food at KFC. I gave the cashier a $20 bill. He charged me over $5 then he gave change for less than $5. I told him I gave him $20 bill and he said I gave him only $10 bill. So the cashier and his co-worker went back to count the money as they said. When they came back in the front, they said it was $10 bill I gave him. So I just decided to take change. Even though I still go there, I don't see the guy working there anymore.
1 person likes this
@drannhh (15219)
• United States
11 Jul 08
A dealer once tried to pull that exact same scam on me at a Roulette table once, but a stranger next to me called him on it faster than I could even think what to say. The dealer told him to keep out of it, and I am afraid I got a bit shrill, rflmao. The pit boss came over and told me to give me back my $20.
I'm glad that guy isn't working at your KFC any more! That was not kewl!
@BellasmamaTiff (2544)
• United States
10 Jul 08
Wow! I can't believe she said that since she had already rang it up you had to pay that amount! Thats ridiculous! As a customer service rep, I can't see myself EVER acting that way to my customers! Good luck next time!
1 person likes this
@drannhh (15219)
• United States
10 Jul 08
Yeah, I've worked a register before, too, so I couldn't believe my ears.
Lol, just for you I will go to McDonalds next time instead. But truly, there won't be a next time at that Subway location, because we have a really nice Subway closer by and I cannot imagine them pulling such a stunt.
@Trace86 (5030)
• United States
10 Jul 08
Definitely write about it on your blog and let others know which Subway it is that has dishonest business practices.
I think it is stupid that she couldn't or didn't know how to void the transaction and had to call her boss. It is even more stupid that the boss didn't just tell her what to do over the phone!
I would have definitely waited to talk to the owner and get the money straightened out. I work hard for my money and don't want to part with it needlessly!
@diansinta (7544)
• Indonesia
10 Jul 08
Hi there Drannhh,
I think put this story to a blog is a good decision. We have similar story about seller at the bus station. They sell apples and some other fruit at Bungurasih Bus station Surababya city, They cheat on the balance scale and change the new fruit bag we choose with another bag filled with rotten fruits! It's turn into a common story of people.
Happy posting dear!! OoXx`dian
@drannhh (15219)
• United States
10 Jul 08
Oh, my! Rotten fruit is not so good! We used to have guys like that in the open air markets we used to have in the summertime. The more usual trick though was to hide a weight on the scale so that if the price was $1 for 4 pounds of peaches, and we selected 3 pounds they would ring up as 5. "Lead thumb" is what we called that vendor!
3 people like this
@makingpots (11915)
• United States
10 Jul 08
That is just poor business practice, plan and simple. They were likely assuming you would just take your food and the over charge and go on with it (I'll bet there are many people who have). Subways are franchises so it is not like they were worried you would write corporate headquarters or anything.
I hope you do blog about it. That is the only way places like that will begin to realize that it is really about the customers being happy at the end of the day.
1 person likes this
