Subway - UK & I 4+

The Subway app has potential, but it's missing some key features that make it a frustrating experience at times. While the rewards program isn't a concern for this review, here's what needs improvement:

Limited Customisation: The lack of a notes section is a big drawback. Previously, I could specify things like wanting salad dressing on the side. This is important for those who want to avoid soggy ingredients or to make my coffee when I get to the store and not before.
Surprise Bag Charges: There's no option to remove the bag from the order, which results in a small but unnecessary 10p stealth charge every time. These bags are ginormous and next to useless without a handle for my single salad 👹.
Offering more customisation options and allowing users to opt-out of the bag would greatly improve the app's usability and remove my irritation and stress.

Ok, so my problem is with Subway approach to customers for the rewards scheme, but this new app was the trigger for changing the rewards programme and if this is a sign of how Subway want to treat rewards then it’s a pointless app (literally!). The change from old to new rewards program was advertised in advance. The fact that the old points were not converted and carried across is poor. But to make it worse the old points stopped being accepted earlier than communicated and I therefore lost a lot of credits as the stores would no longer take them. I contacted Subway customer care before the old reward system was retired but have not heard back after 1+ week and under new Rewards system I now have 0 points. I was always of the understanding that Rewards systems are designed to build loyalty and Subway have actively taken my loyalty away. Without the lock in I can start to see how much the sandwich pricing has increased recently…correcting my points with the balance the stores would not accept would help me if Subway are listening?

The app has a ‘good’ design. It’s simple to understand and use. However you can’t get back to the main Home Screen or see the rewards page once you are in your basket. Even if you click “keep shopping” it doesn’t let you go back and you have to cancel the order to get back to rewards. Now as for the loyalty scheme/rewards scheme. To put it bluntly, it’s terrible. I spent £9.60 and got 96 points. I have 160 points and I still cant redeem anything even though thats spending £16. Not even a free cookie? I mean come on it needs to be better than that. McDonalds for example gives you 1 point per penny spent. So after spending £15 you can redeem free fries… I think the old scheme was much better and seemed to be more rewarding.