Update: Subway Restaurant Customer Service Issue

This is an update to my recent Subway Restaurant issue. For those who did not read the first article, below is a little rehash of the problem:

On the morning of Wednesday, September 21, 2011, I visited the Subway at 13019 Sorrento Road in Pensacola, Florida. I purchased a footlong Subway Club with tons of veggies, ham, turkey and roast beef. I then went home and sat down to enjoy my sandwich. Being that I am a very light eater, it takes four separate meals for me to complete one Subway Footlong, or at least one the way I like them. With all the veggies, one fourth of a sandwich with chips and a drink is enough for me. I had eaten one fourth and the next morning, I began to eat another fourth. After about two bites, I discovered a hair in my sandwich. I called the location and thought I would receive good customer service which to me would have been an apology and refund offer when calling concerning a problem with a meal. I expected to return the remaining, uneaten portion, receive a refund and part ways cordially.

I am not naive and so, I understand there are times in the food industry where the team of workers cannot guarantee with 100% assurance the cleanliness of your or any patrons meal. If you or anyone believes other than this, you are definitely out of touch with reality. Even the government makes accomodations by allowing for certain items in varying amounts to be present in food. You can read a list of the allowances and in which foods here.

So, even when purchasing food items from your grocery store, you know your food is not without unknown, foreign tidbits here and there. However, when an item or items are discovered, the manufacture, seller, preparer or owner, should act as if they are concerned, actually sorry that you discovered the foreign item, apologize and then offer to compensate you in some manner.

To be told you have eaten a portion of the contaminated product and you must pay for that portion is simply unacceptable. Or it is to me. Some customers would have had a yelling match with this manager. However, I tried to be calm and composed when handling the issue. I was also treated as if my complaining was an imposition and I should have never complained. The actions of the manager were as if he wanted to say, "How dare you to even consider a refund of the entire cost. You've eaten a portion, half, and so, I shouldn't, but I was told to give you half of the cost back. And you better be happy I even considered offering you that."

So, in my disbelief, I wrote an article regarding my experience. You can read the article here:
Subway Sandwich Shop Experience. I also visited the Subway Headquarters website and filed a complaint against this location.

On Saturday, September 24th, I received a call from the owner. He left a message on my cell phone asking me to please return his call. I called and after several minutes of discussion, he offered me a refund of the entire cost of my sandwich along with a gift card.

One of my problems with the manager of this location was that he either lied or fabricated the information discussed with the owner. He specifically stated to me that he spoke with the owner. He then began to state that the owner gave him instructions as to how to handle my issue. The owner denied this. He expressed that he never instructed this manager to handle my situation in this manner. While speaking with 'Eli', the owner, I expressed my concern that the manager never smiled, never apologized, never acted as if he was sorry in any manner. His entire attitude was as if I was at fault for the problem.

While I understand and try to be very aware of problems food service industries have with people trying to get something for nothing, I also understand managers are suppose to be capable of thinking. Their job is to analyze facts and come up with an amicable resolution. These were the facts:
1). I called and explained the problem. I did not act in anger or haste.
2). I expressed that I had the remaining portion of my sandwich and would bring it back. So I offered to be proactive.
3). I had my receipt. I had both the receipt and the remaining portion of the sandwich which is unusual for someone wanting to capitalize on a meal.
4). If my intent was to get something for nothing, would I return a portion, half, of the sandwich? If a person wants to get a meal and then a free meal, wouldn't they eat all of the sandwich and not a portion?
5). I waited until business was slack before returning. Now, to me, that is a demonstration of character. It shows or should have been recognized by someone of intelligence that I am a person who knows how to handle herself and has some professional background. I would think that would have been appreciated.

There is no major set of skills involved or required in analyzing those simple facts. A manager with minimal skils in management would have been able to recognize the issue and handle it accordingly. So, this manager needs additional training. He also needs to understand when being a manager requires thinking outside the box and making a decision grounded in solid facts. That's a very simple portion, which is very easy to understand, of what management is all about.

At any rate, I received my money back, even though I spent maybe more in time and gas trying to seek satisfaction regarding this issue. I received a gift card. And since it will take me some time before I will be able to eat another Subway sandwich, I gave the card to my son who also loves Subways. Although, I must confess I made him promise never to visit this location.

I have also told maybe thirty to forty people in person of my experience. This article, if left online, will reach how many people, over the next how many years? Now, while word of mouth is the best form of advertisement a business can possibly receive, this incident has definitely cost Subway a few customers and business.