A Yorkshire mum was left furious after she was offered just 78p compensation after Subway sent her nachos with no cheese on.
Gemma Myers, from Redcar, North Yorkshire, ordered a Nachos Mexicana using Uber Eats app. She specifically picked Subway's 'Nachos Your Way' dish with cheese, jalapenos and a chicken salad.
But, the mother-of-two was horrified to find her tortilla-based Mexican had just a dollop of cold salsa dumped on top of it. Myers, 31, immediately used the Uber Eats online facility to raise a complaint.
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Gemma, who works in the NHS as a nurse, was left more furious after she was offered 78p in compensation. She had spent £10.48 for the meal, leading her to brand Subway as an "absolute joke".
Gemma 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 around and said it was their policy. I said it was disgraceful, and it is daylight robbery.”
She said: “I just had surgery, and just out of pure convenience, I decided to order on Uber Eats. 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 about £11 and took about half an hour to 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. That’s not acceptable as they hadn’t fulfilled the order.
“I said, 'I would like a full refund for the Nachos. I posted it on Facebook and said, 'Who employs these people?"
Gemma says she was then contacted on Twitter by someone, who turned out to be from the United States. She said: "Then I got contacted by someone on Twitter, but they were from the USA. They told me to reach out to the UK business.”
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."
Gemma has since received a full refund of £10.48.
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