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?

I don’t know why Subway decided to change their app and point system. It shows they really just wanted to make more money. From other reviews, it seems the points system has been completely demolished and isn’t worth the trouble of the app. The app itself seems to barely work. Any time I attempt to log in, I click pick up, choose the location that’s less than a mile away from me, and then it tells me that the app detects I’m in a different country and I’ll have to use guest checkout. So I can’t even get points! I don’t know how it manages to suggest local locations but also tell me I’m in a different country. I reached out to customer service, and was told that this message only pops up if my IP is detected somewhere else, and to turn off any VPNs. My phone is set to the UK, my App Store is set to the UK, and I don’t have any VPN. They need to build a better app (they should’ve done that before discontinuing the past one) and bring back the actually beneficial point system! Shame on you subway. Do better.