Sunday, April 26, 2015

Subway Dismal Service

This is a story of a dissatisfied & frustrated loyal Subway customer. Today, I almost went the way just like many viral videos of angry woman engaged in conflict over what seemingly minor things - in my case of having my salad & cheese on the side! 

Yes, weird but I have my reasons. And I have been eating and having this order eversince my eldest took to the liking of having Subs for breakfast & lunch, say like 2-3 times in a week.

Her usuals would be either the breakfast strips or subway melts (both salad & cheese on the side) and would add-on soup + cookie + mineral (or coffee for mommy).

For a (now 6 year old) menu on sandwich - that is quite a pricey meal even more ridiculous if the salads & cheese omitted. What more with GST, having a Subs for a meal is something that many parents would think twice but not me - not being arrogant, but my eldest is extremely picky eater, thus when she does like something, I would just shut one eye and fulfill her want as long as she eats them, and Subway is one of the few things she likes. 

BUT today, for the first time, I encountered rude service crews, real samseng (word for goon). Really made me BP rised! And forced me to utter things (after provoked) that so condescending yet I don't think he care (or even understand) pUnks don't have good grades usually, that is why they ended being punk and had to work meager jobs such as waitressing at a sandwich joint. 

I was so irritated that I really wanted to just went to his face and snapped his picture, but my husband was being the composed one today, advised me not to. 

I have then sourced the net to lodge my complaint - FB, Twitter & Email to various chains - Subway Malaysia, Subway US and even the Dato' Vincent Choo - owner of Subway Malaysia.

This is my disgruntled feelings and unpleasant experience encountering rude Subway crew for the first time in my life. 

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To whom it may concern,

I have been a regular of subway since forever and have been to most of the outlets in Malaysia, in fact whenever I travel overseas, I would frequent the outlet as much as I could. 

My tastebuds and crave for your delicious sandwiches grew stronger when I was pregnant with my second baby last 2013 - I was diagnosed with Gestational Diabetes and had to watch my calories intake - and turns out only when eating your sandwiches will be calories not shoot up over the danger zone & kept my tummy filled at the same time. 

I even introduced the menu to my eldest daughter since she was 4 years old and now she's 6. 

still a big fan on the subs though she's not so keen on the veggies and usually whenever we ordered we would opt for the veggies to be separated. 

And this has been always been our routine since forever and even post-GST. 

Dear Dato, as the owner of Subway, I humbly asked for your time to take into consideration to the content this email. 

I have tried looking for a 'Customer Service' link on Malaysia's Subway website, but to no avail. Thus, I think as the numero uno and a successful entrepreneur who have just received award of the year, I hope this email would not be thrashed for the improvement of your company & maintaining good loyal customer like me & many more. But even more important to keep in line with the spirits of Subway itself - keeping a harmonious relationship with customers & that customers would have the liberty to decide their Subs - it has always been that way and hope it will always be. 

Dear Dato, We have never encountered, I repeat NEVER encountered any problems with our order as weird as it sounds and probably caused a few confusion, but your crews HAVE NEVER been impolite with the order until today at Subway Giant Seksyen 13 Shah Alam, 26 April 2015, at 2pm.

My daughter would usually order the same thing, Subway Melts on Italian bread sans the cheese & veggies.

I'd like them separated from the bun because she does not eat them & usually doesn't even finish the meal, hence I would have to finish her leftovers (just some of things Mommy's would have to do) and thus I'd eat with the earlier separated veggies & cheese (and I would still eat this leftover even if I have ordered my own fav which is the BLT so it isn't the issue of being cheapskate. I just like to have extra veggies & cheese with my own sub).

Again I say this, this has always been my standard order at any outlet (and other outlets I frequent to are at Tesco Alam Jaya, Kelana Jaya SS5, One Utama Subway Ground Floor, Sunway Pyramid, Ramsey Sime Darby Hospital (SJMC), and Seksyen 7's Shah Alam outlets) - all of these in the state of Selangor, which is the state I am currently residing, and the frequency of Subs is 2-3 times in a week, including the breakfast menu. 

Again, all of these outlet I have frequent to without having to face RUDE service crews who would denied my requests to have the veggies & cheese separated. 

Thus, I would like to officially lodge a complaint on the crews at the aforementioned outlet - Giant Seksyen 13 Shah Alam, on one male & the female cashier (dark skinned & free hair). 

The said crews not only denied the requests on the basis that it is the rule and SOP of subway and was being rude about it. 

Although I've said that this come as shocking (the rules) as I explained, this "rule" was not norm at any other outlet, the male crew RUDELY provoked me with his gestures and tone & repeatedly denied the request. 

This was also joined by the equally RUDE female cashier that joined in the ruckus and supported her friend. 

Now, I do confess we've exchanged words and debated, as I said I have never encountered being denied the rights as a customer to have my full priced premium purchased of the sub's salad on the side, BUT is this how subway crews handled the situation with the rude male kept provoking me and asking me to go ahead with a complaint & even have the audacity to dare me to engage in conflict? And yes, due to his dare & RUDE MANNERS I obliged to the provocation and used my rights as a customer and did not proceed with the purchase (although the bread's already went in the oven for crisps).

Now, even if this is indeed the new SOP of subway of DENYING customer's right to "pick&choose" which is the ethos of Subway, does your crew have to be extremely RUDE on this? 

Your crew is so arrogant & acting like goons that even after I have retreated, and my spouse came over to talk things nicely...NONE, i repeat NONE of the crews have the decency to apologise let alone feeling even a bit of remorse! Especially the cashier who dared stared me back like a punk and the male crew who I reckon is definitely a punk!

If this is the way your outlet's standard - by having punks mending the front counter, I suggest to have them removed and enroll them in manners class. 

As I said, I have NEVER encountered such rude Subway crews, even during my travels in other countries. 

Please Malaysia Subway HQ, have this matter looked into Subway Seksyen 13 Shah Alam.

If this is really a new SOP, Subway should put it up on the board along with the menu which clearly says your RULES of not having the cheese & veggies separated & pay as advertised price even if you dont eat the fillings because Subway does not tolerate this salads/ cheese on the side which is UNUSUAL even at ANY global Subway. 

I think is utterly disgraceful - customers is paying the full price thus customer SHOULD HAVE THE SAY what goes in or out of the bun/ or what to do with what goes in or out of the bun, shouldn't they?

And I am not even talking about asking for extra veggies like some customers do even again that too is ALLOWED in the spirit of global Subway's franchise. 

Again if this is indeed your new RULES / changed policy Subway should have this on a circular & advertised!

As for the rude & incompetent crews that behave more like a punk than human - they should be penalised for their misbehaviours. 

I plea, Dato'...to have this matter looked into. 

Utterly disappointed regular customer,
Nurul Aishah Ab Raman
Selangor, MALAYSIA.

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1 comment:

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