Subway | Eat Death™


I’ve recently renewed my dialog with Subway, sparked by the news of them rolling out a gluten-free menu.  Here’s how it’s going down:

From:

ERiC AiXeLsyD <world.and.lunar.domination@gmail.com>
Date: Tue, Jan 25, 2011 at 11:16 AM
Subject: Gluten-Free Menu Options in Texas?
To: Paula Gomez <gomez_p@subway.com>, Rob Searfus <R.Searfus@sfaft.org>, Mack Bridenbaker <m.bridenbaker@sfaft.org>, Christine Sumecki <c.sumecki@sfaft.org>, Subway Customer Care Team <asksubway@subway.com>, “B. Pingarron” <b.pingarron@sfaft.org>, “M. Luby” <m.luby@sfaft.org>, “Anna Marie Seeley (Customer Care Representative)” <seeley_a@subway.com>, Kevin Kane <kane_k@subway.com>

Hello Friends at Subway,

I write to you today because we have had a dialogue going in the past about food allergies and cross-contamination that I would like to continue.  I have recently read a few articles online informing the masses that Subway plans to roll-out some gluten-free menu options in the Dallas & Tyler Texas markets soon.  If you would like to read the articles in question, here are some links:

While I would like to be able to applaud this effort, I also find it quite frustrating.

I am quite proud of Subway as an organization when I read such responsible things like “The baked goods will arrive pre-packaged and individually wrapped. Employees will be educated on how to cut the bread using a pre-wrapped knife to avoid cross contamination.”  I mean, really… this is a novel idea and a stellar effort as well as great news for Celiac afflicted potential Subway customers.  Certainly lines like “Also, to further avoid cross-contamination, that same Sandwich Artist will prepare the order from beginning to end, ensuring a 100-percent gluten-free meal” offer a level of comfort to those who must dine gluten-free.  While other restaurants have offered gluten-free menus, you seem to understand that a knife that cuts a regular bun cannot also cut the bun of a gluten-free selection.  This would, I imagine, be quite a worry for a wheat-allergic or Celiac person.  I can imagine this scenario quite well, actually.  You may remember my past missives expressing my allergy to shellfish (and more specifically to your “seafood” sub offering).

This is where my frustration sets in.  I have written to you on multiple occasions expressing the frustration for not only my shellfish allergy, but all of the “top 8”; Milk, Eggs, Peanuts, Tree Nuts, Fish, Shellfish, Soy, & Wheat.  Why have you picked this opportunity to only concentrate on the wheat?  There are others too… I know of people with tomato and pepper allergies that would be thrown into the same anaphylactic shock that I would given I were to take a bite of unknowingly deathfish-laiden lunchmeat.  While you seem to understand the importance of a gluten-free knife… what about a cheese-free, tomato-free, and shellfish-free knife?  Perhaps you have forgotten my previous letter with a few colorful illustrations of the contaminated knife issue.  I will repost here for your convenience:

Then we have the community knife.  If one were to cut someone’s seafood sub with that knife, wipe it off, then cut my sub, there are STILL allergens on that knife, enough allergens to kill me.  Do you want me to be thrown in to an Anaphylactic fit?  I doubt it.  Well, at least, I hope not.

Think about this – do you share your toothbrush with everyone in your household?  Would you with everyone in your office?  Would you share it with everyone that you pass on the way to work in the morning or with everyone who’s eating lunch with you at the same place where you’re choosing to dine?

Yes, it sounds gross, but those potential germs that you’re no doubt currently horrified of are the same as the very real allergens that will most certainly throw me into instant death.

If that didn’t do it for you, imagine I put a giant dried dog turd on the sandwich board, cut it in half, wrapped it, wiped off the knife [with a re-used dishrag type cloth], and then cut your sandwich.  By Subway’s current logic, that knife is clean and contamination free.  This is most certainly not a pretty picture to you, my friend.  Is it?

Does any of this ring a bell?

Also, I have received conflicting reports on how such issues are currently handled or have been handled in the past.  One reply states…

The Company policy directs our independent restaurant owners / operators to take all necessary precautions to prevent the possibility of cross contamination. This includes the policy of washing all utensils and containers after each use. Each restaurant is independently owned and operated and is the responsibility of the franchise owner to implement and enforce the policy.

Which seems to conflict with yet another reply…

I have gone ahead and copied our Training Department so that further lessons can be addressed with owners and their employees on proper handling.

And, the latest information according to the QSRWeb.com article is that “Sandwich Artists in those two markets will be trained on how to cut the roll with a pre-wrapped knife for one use only.”  So, have they been trained in allergies in cross-contamination already, or not?  Color me confused, my friends.

I’d feel safer if the seafood concoction wasn’t anywhere near the meat & cheese where it currently sits.  I’d also feel safer if the same knife wasn’t used to cut all of the sandwiches, and the same dishrag-type towel wasn’t used to wipe off the knife in random intervals between sandwich slicing.  I’d feel safer if all the sandwich artists, managers, and owners were trained on allergens, cross-contamination, and the seriousness of anaphylactic shock.  I’d feel safer if all stores contained a first aid kit complete with an epi pen and clear instructions for its use.

Why should the Celiac-afflicted feel safer, but the rest of us with deadly food allergies should not?  I look forward to your response, your insights, and how you plan to move forward regarding all potentially deadly allergens and how they are to be handled in your stores.  Thank you once again for your time, I hope to hear from you soon.

Inquisitively,
-ERiC AiXeLsyD

P.S. – I was wondering, when you work in an office for Subway, do you have an in-office Subway in which the employees receive (or make) their own lunch?  Or, is there a Subway nearby where you get free or discounted food?  Or, are you all too sick of Subway to eat there?

And I got this back…

From: Searfus, Rob <R.Searfus@sfaft.org>
Date: Fri, Jan 28, 2011 at 4:31 PM
Subject: RE: Gluten-Free Menu Options in Texas?
To: ERiC AiXeLsyD <world.and.lunar.domination@gmail.com>

Hello Eric,

My apologies for not replying earlier, I was traveling and in meetings most of the week, (as well as attending to some family business).  But enough of the excuses.

Forgive me for not having more product answers, but I’m simply a field marketing representative out here on the west coast.  I have inquired with our R&D department to try and get the answers to your questions.  No replies yet, but this week has been tough for me to get a hold of anyone on the east coast due to the severe winter storms that they have been having (offices closed for at least a couple of days.)

I’ll follow up by e-mail when I get any answers for you.

Thanks, and BTW, what part of the US to you hail from?

Rob Searfus
Field Marketing Manager
Subway® Franchise World Headquarters
16337 SW Leeding Ln
Tigard, OR 97223
Cell: 503-954-5479
Toll Free: 1-800-888-4848 x 4089
Fax 503-579-6715
e-mail: searfus_r@subway.com

IMPORTANT CONTACT INFORMATION CHANGE:  PLEASE NOTE MY EMAIL ADDRESS HAS CHANGED TO searfus_r@subway.com.  Please update your address book to reflect this change.  We are undergoing a technology transition.  During this transition, you may still receive emails from the “sfaft.org” address.  This is not an error, but please enter my new subway.com email address when sending emails.

So I wrote this…

From: ERiC AiXeLsyD <world.and.lunar.domination@gmail.com>
Date: Sat, Jan 29, 2011 at 4:17 PM
Subject: Re: Gluten-Free Menu Options in Texas?
To: “Searfus, Rob” <R.Searfus@sfaft.org>

Thank you Rob,

I had actually wondered if anyone would reply.  I had an email chain going before with a Ms. Paula Gomez & Ms. Ana Seely… but they have been short replies and my main questions have gone unsanswered.

I’m in Pittsburgh Pennsylvania.  Thanks for your time, I hope to hear from your colleagues soon!

-Eric

But in the mean time, I made some pretty pictures.  I can’t decide which one I like the most.

Which one do you like best?

Subway Subway Subway


Recently, with news of Subway finally bowing to the cheese tessellation pressure, I decided to re-visit my earlier efforts with them using one dirty disgusting deathfish-laden knife to cut all of their sandwiches.

Well, my last correspondence from Subway went like this:

On Mon, Nov 23, 2009, asksubway@subway.com wrote:

Dear Mr Aixelsyd:

First, allow me to apologize. Secondly, I would like to thank you for taking the time to contact us and share your comments.

At each SUBWAY® restaurant, it is the goal of every owner; manager and employee to produce each sandwich and salad properly made to order.

Our customers provide us with valuable input, which we use to improve our operations. Your comments were shared with the regional office in your area as well as the owner of the SUBWAY® restaurant that you have visited. Since all restaurants are individually owned and operated it is the owner who would be the person to contact you in response to your concern.

I have gone ahead and copied our Training Department so that further lessons can be addressed with owners and their employees on proper handling.

Again, I appreciate you taking the time to contact us. SUBWAY® looks forward to your continued visits.

Sincerely,

Paula Gomez

On Tue, Mar 9, 2010, ERiC AiXeLsyD world.and.lunar.domination@gmail.com wrote:

Hello Ms. Gomez,

Have you had any feedback from the training department? I’m interested to see what kind of changes are going to be (or have been) implemented, if any. In light of new allergy awareness laws passed in New Hampshire, I hope it “wakes up” chains like Subway where a simple thing like using the same knife to cut a seafood sub & meatball sub can cause a severe allergic reaction in someone like me.

Thank you once again for your time, I look forward to our continued dialog!

-Eric

From: ERiC AiXeLsyD world.and.lunar.domination@gmail.com
Date: Tue, Jun 15, 2010
Subject: Re: Subway / Re: Subway [Customer ID: 1918316]
To: Paula Gomez gomez_p@subway.com
Cc: Anna Marie Seeley seeley_a@subway.com, “Bridenbaker, Mack” m.bridenbaker@sfaft.org, Kevin Kane kane_k@subway.com, asksubway@subway.com

Hello Ms. Gomez,

I was recently going through old emails and discovered that after all this time, my query has still gone unanswered. Poor customer service, indeed! I’m Cc-ing some of your fellow employees in the hopes of getting a response.

Recent news and blog reports about Subway have shown that you have finally got your cheese tessellation issue in order. Congratulations! It has apparently taken only 45 years to figure out that the cheese triangles need to be tiled instead of on-top of each other. (This is assuming you had cheese triangles at the founding of Subway in 1965.)

I am wondering how long the allergy awareness will take to sink in? Creamy seafood death chunks fall all over the adjacent meat, vegetables, and aforementioned cheese triangles when the sandwich artist sculpts a sandwich, and even if they don’t… the same dirty knife is used to cut all sandwiches. Are you aware of what a food allergy is, it’s severity, and of the term “cross-contamination” and what it means?

Now that Subway is taking responsibility for total even cheese coverage, shouldn’t you tackle more serious issues?

Still looking forward to a continued dialog,
-Eric

I also blitzed a ton of other Subway addresses, and got a few out-of-office replies, giving me more addresses…

From: ERiC AiXeLsyD world.and.lunar.domination@gmail.com
Date: Tue, Jun 15, 2010
Subject: Fwd: Subway / Re: Subway [Customer ID: 1918316]
To: m.luby@sfaft.org

Hello Ms. Luby!

Perhaps you’re the helpful point of contact that I’m looking for! I obtained your mail address form an out-of-office message via Mr. Worth. It’s quite difficult to get a hold of a person who will actually reply and/or continue a thought over there at Subway, isn’t it?

Would you be able to review the correspondence below, and give a succinct thoughtful answer on Subway and food allergen cross-contamination training (if such a thing really exists in the first place)?

Inquisitively,
-Eric AiXeLsyD
world.and.lunar.domination@gmail.com

From: ERiC AiXeLsyD world.and.lunar.domination@gmail.com
Date: Tue, Jun 15, 2010
Subject: Re: Subway / Re: Subway [Customer ID: 1918316]
To: b.pingarron@sfaft.org

Hello Ms. Pingarron!

I thought Ms. Luby would be the one to help me, but apparently she is out of the office with Mr. Worth. His OOOAR* directed me to her, her OOOAR* directed me to you. I’m starting to see how my question has gone unanswered for so long, and have no hope for my cause.

Could you please review the correspondence below (if you’re in the office) and let me know what you think?

Thank you for your time!
-Eric AiXeLsyD

*Out of Office Auto Reply

Eventually I just sent the above two auto-replies out to an ass-load of Subway email addresses, prefaced with this…

Can YOU help?

And, I did at least get this…

From Privacy Officer privacyofficer@subway.com
to ERiC AiXeLsyD world.and.lunar.domination@gmail.com,
franchise@subway.com
date Thu, Jun 17, 2010
subject RE: ReFranchise@Subway.com: Subway / Re: Subway [Customer ID: 1918316]
mailed-by subway.com

Dear Eric,

I have reviewed the information with respect to your complaint. However, as the Privacy Officer for Franchise World Headquarters, LLC, an affiliate of and service provider to Doctor’s Associates Inc. (“DAI”) the owner of the SUBWAY® Restaurant System and the SUBWAY® Group, I am only able to handle matters dealing solely with a violation of privacy. I will forward this on to Customer Care where they may be able to handle your complaint. I thank you for your time in reporting your concerns.

If I can be of any further help to you, please do not hesitate to contact me.

Kind Regards,
Privacy Officer

Privacy Officer
SUBWAY® Group
Franchise World Headquarters, LLC
325 Bic Drive
Milford, CT 06461
Phone: 1-203-877-4281
Phone: 1-800-888-4848
Fax: 1-203-783-7479
Email: privacyofficer@subway.com

**DISCLAIMER**
The information contained in this e-mail and attachments, if any, is confidential and may be subject to legal privilege. If you are not the intended recipient, you must not use, copy, distribute or disclose the e-mail and its attachment, or any part of its content or take any action in reliance of it. If you have received this e-mail in error, please e-mail the message back to the sender by replying and then deleting it. We cannot accept responsibility for loss or damage arising from the use of this e-mail or attachments, and recommend that you subject these to your virus checking procedures prior to use. Thank you.

Apparently no one at Subway is interested in writing back, except the privacy guy. Perhaps it’s time for a new start with the webform?