If theres one kind of story Americans love, its a comeback story. And in this case, the comeback is one that follows loud complaints from disappointed customers.
In the summer of 2020, Subway fans (and some blindsided franchise operators) were outraged when the company decided to cut two of its best-selling sandwiches from the menu. The Roast Beef and Rotisserie Chicken sandwiches were nixed and the move seemed permanent.
But then the chain announced earlier this year that it was going to bring both items back. While the Rotisserie Chicken sandwich made a swift return, the Roast Beef was vaguely set to be reintroduced to the menu sometime this fall.
And the beloved sandwich isnt only back, but is back as a better version of its former self. The new-and-improved Roast Beef sandwich now features premium oven-roasted Choice Angus Roast Beef—Subways improved-quality roast beef—topped with lettuce, baby spinach, tomatoes, cucumbers, green peppers, and onions (but its customizable, of course.)
And dont forget to sign up for our newsletter to get the latest restaurant news delivered straight to your inbox. Steven John Steven John is a freelancer writer for Eat This, Not That! based just outside New York City.
Customers and franchisees have questioned Subway’s strategy
Subway was among many restaurant chains like McDonalds, Panda Express, and Taco Bell that trimmed menu items during the early days of the pandemic.
But when restrictions lifted in various parts of the US, Subway operators wanted to bring back the two sandwiches to appease consumers, who were demanding the return of the two premium subs on social media.
“The customer reaction was horrendous,” the franchisee said. “People were pissed off that those two items were gone. You would think that they would bring them back faster, but they didnt. But finally, this year, they said they are bringing them back.”
“I wont eat at Subway again until they bring back Roast beef,” reads one recent comment on Subways Facebook page. “I thought it was a temporary thing but the restaurant I was at today said it was a forever thing. So I said thats the stupidest thing I heard today. I canceled my order and walked out.”
The decision to ditch rotisserie chicken and roast beef is not the only strategy that franchisees say has come from the top without support from the operators that own 100% of Subway locations across the US.
Last June, many franchisees refused to participate in a heavily-hyped two-for-$10 sandwich deal. Franchisees told Insider they have also pushed back on the companys decision to require stores to pre-pandemic hours of operation, despite sales slumps and difficulty staffing locations.
Some franchisees blame CEO John Chidsey, who was hired in November 2019, for the top-down approach.
“He doesnt really communicate well with franchisees,” a second franchisee told Insider. This source also asked to remain anonymous as this person was not authorized by the company to speak to the press. “Its obvious that he thinks franchisees are his employees.”
A Subway representative said in a statement to Insider that franchisees “are an important and influential part of our business.”
“We encourage and maintain an open line of communication with our franchise investors to drive long-term growth and evolve our business together, which has recently included navigating through a global pandemic and changes to our menu,” the company said in a statement. “We listen closely to feedback from both franchisees and guests as we continue to grow and transform.”
Are you a Subway franchisee or employee with a story to share? Email [email protected] and [email protected], or get in touch via the Signal encrypted messenger app at (646) 768-4740 or (714) 875-6218
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Both chicken sandwiches are around $5.59 for a 6-inch sub and $9.49 for a footlong, although prices vary by locations.
The new sandwiches are part of the chain’s “Eat Fresh Refresh” initiative, launched in July, to upgrade its offerings.
The seasonal Caramel Brownie Cookie, which is also a returning item, is a combination of crispy cookie and chewy brownie drizzled with caramel. It’s around 79 cents.
The Baja Chicken & Bacon is made with chicken, bacon, spicier pepper Jack cheese and a new Baja Chipotle sauce.
Additionally, as part of its holiday promotions, Subway s giving gift cards for a free six-inch sub of guests’ choice for every $25 worth of gift cards they purchase.
In the summer of 2020, Subway fans (and some blindsided franchise operators) were outraged when the company decided to cut two of its best-selling sandwiches from the menu. The Roast Beef and Rotisserie Chicken sandwiches were nixed and the move seemed permanent.
And the beloved sandwich isnt only back, but is back as a better version of its former self. The new-and-improved Roast Beef sandwich now features premium oven-roasted Choice Angus Roast Beef—Subways improved-quality roast beef—topped with lettuce, baby spinach, tomatoes, cucumbers, green peppers, and onions (but its customizable, of course.)
And dont forget to sign up for our newsletter to get the latest restaurant news delivered straight to your inbox. Steven John Steven John is a freelancer writer for Eat This, Not That! based just outside New York City.
But then the chain announced earlier this year that it was going to bring both items back. While the Rotisserie Chicken sandwich made a swift return, the Roast Beef was vaguely set to be reintroduced to the menu sometime this fall.
If theres one kind of story Americans love, its a comeback story. And in this case, the comeback is one that follows loud complaints from disappointed customers.
FAQ
Why is roast beef discontinued at Subway?
What Subway sandwiches will return?
