A furious mum has branded Subway an "absolute joke" after receiving a "disgraceful" meal through Uber Eats. Gemma Myers was at home recovering from an operation when she ordered nachos and a chicken tikka salad on the food delivery app.
However after paying £10.48 and waiting roughly 40 minutes for the food to arrive, she was left disappointed by the measly portion of tortilla chips, with a spoonful of cold salsa dumped on top.
The 31-year-old put in a complaint through the Uber Eats app, but was offered just 78p in compensation, the Liverpool Echo reports. She then contacted Subway over the order but was told they couldn't refund her any more money as it was against company policy.
Gemma, who works as an NHS nurse, said: “I just don't think 78 pence is justified for what I was sent. I said, 'I should get a full refund – just for the Nachos.' I just think it wasn’t acceptable. They turned round and said it was their policy. I said it was disgraceful, and it is daylight robbery.”
Gemma, from Redcar, said she made the order with her local Subway on Thursday, September 29, via the Uber Eats App, "just out of pure convenience", while at home recovering from an operation. She said: “I ordered a chicken tikka salad and Nachos. It gives you the option to have jalapenos and I’d clicked them as well. The order came to almost £11 and took about 40 minutes to come.
“Then when I opened the nachos, there was just a dollop of cold salsa on top, and there was no cheese – and also there were no jalapenos. I thought 'that’s just a joke'. I didn’t understand how they could get it so wrong.”
Gemma spent the next few days reaching out to representatives from Subway and Uber Eats and was shocked at the meagre refund both companies had offered her. She said: “I reached out to Uber Eats and explained what had happened.
“They came back in five minutes and said they would give me a 78-pence refund. I said that wasn't acceptable, as they hadn’t fulfilled the order.
“I posted it on Facebook and said, 'Who employs these people?'. Then I got contacted by someone on Twitter, but they were from the USA. They told me to reach out to the UK business.”
Gemma has since revealed she has received a full refund of £10.48 after Subway and Uber Eats were asked to comment on this story.
A spokesperson from Subway said: “We are sorry to hear that a guest was not happy with their order from their local Subway. Our Guest Care team has reached out to the customer for more details, so we can put the restaurant owner directly in touch to find a resolution.”
A spokesperson for Uber Eats said: "We are sorry that there was an issue with this order and we have since processed a full refund. We would encourage any user who has a problem with an order to reach out to us via the Help section in the app."
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