A furious mum-of-two has slammed Subway as an “absolute joke” after she waited 40 minutes for nachos that arrived with no cheese.
Gemma Myers was recovering from surgery when she decided to order in from the famous sandwich chain.
The 31-year-old placed an order for its ‘Nachos Your way’, with cheese and jalapenos, and a chicken salad.
But when her £10.48 meal arrived about 40 minutes later, she was left horrified to see her dish just had a sad dollop of cold salsa on top of it - and no cheese or jalapenos as ordered.
The NHS nurse was gobsmacked and took to UberEats to complain but was only offered a measly 78p in compensation.
Hoping to get something more, she spent the next few days discussing the issue with Subway staff but they told her they couldn’t offer her any more of her tenner back, as it was against policy.
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 round and said it was their policy. I said it was disgraceful, and it is daylight robbery.”
Gemma, from Redcar, North Yorkshire, said she made the order with her local Subway last Thursday September 29, via the UberEats App, while at home recovering from an operation.
She said: “I just had surgery, and just out of pure convenience, I decided to order on UberEats.
“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 UberEats and explained what had happened.
“They came back in five minutes and said they would give me a 78-pence refund. I said '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?'
"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 UberEats 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 UberEats 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."
