On September 25, 2025, at 13:41, I placed an order from the Subway İzmir Gaziemir branch. In my order, I redeemed my promo cookie offer and also paid separately for French fries. The fries were not delivered. Instead, without asking me, they replaced them with a second cookie — and that cookie was completely burnt, rock-hard, and inedible.
Making unapproved product substitutions for customers is unacceptable. This is not a “small mistake” — it is a clear lack of quality control and standards.
What’s worse, this is not the first time. I have experienced the same issue with this branch before, and every time I have had to contact customer service for a refund. The same scenario has also happened with orders I placed together with friends. We are tired of this recurring problem always being brushed off with refunds. It’s time for this error cycle to end.
Order No: #10540995854
My request is clear: Stop unapproved product substitutions, enforce mandatory checks before orders leave the store, provide a written explanation and a permanent solution plan for this specific complaint, and properly compensate us for the inconvenience. Photos are available.
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