Verified: 15 June 2026 04:30 am IST
Industry: E-Commerce & Retail (Quick Service Restaurant & Food Delivery)
Jurisdiction: India
Primary Regulator: Central Consumer Protection Authority (CCPA) / Department of Consumer Affairs / FSSAI
Important Safety Warning: Beware of the “Fake Courier & Refund Scam.” Subway India does not have an inbound centralized customer care number. Scammers frequently buy ads on Google displaying fake Subway helplines. This is a scam. Subway staff will never ask you to pay a “processing fee” for a refund, share your UPI PIN, or request you to download screen-sharing apps (like AnyDesk/RustDesk) to track a delayed sub delivery.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (missing items, cold food, or store issues) directly via the official feedback portal at feedback.subway.in using the Survey ID/Store Number printed on your receipt. If you ordered via Swiggy/Zomato, you must raise the initial ticket directly inside those delivery apps. To bypass the automated systems if the store refuses to resolve your issue, you can directly email the corporate master franchisee’s helpdesk at hello@culinarybrands.in.
Availability: The digital feedback portals and email helpdesks operate 24x7, while store-level resolutions match their local operational hours.
Timeline: Because of the highly perishable nature of prepared food, Subway aims to resolve most standard Level 1 missing/damaged item queries within 24 to 48 hours for issues requiring store-level investigation and refund processing.
Level 2: Internal Escalation (Grievance Officer & Corporate Office)
Who to contact: If Level 1 support fails, your refund is unjustly denied, or you suffer from food poisoning, you must formally escalate. Under the Consumer Protection (E-Commerce) Rules, 2020, you must escalate the matter to the designated corporate Grievance Officer. You must email your formal complaint directly to hello@culinarybrands.in utilizing the exact subject line “Attn: Grievance Officer - Escalation”. You must include your registered mobile number, Order ID, and your receipt. Written legal notices must be sent to their Corporate Headquarters (Grievance Officer, Eversub India Private Limited, 6th Floor, Vaman Techno Centre, Makwana Road, Marol, Andheri East, Mumbai, Maharashtra – 400059).
Timeline: By law, the E-Commerce Grievance Officer must acknowledge your escalated dispute within 48 hours and prioritize the matter to provide a reasoned resolution within 30 days from the date of receipt.
Level 3: Administrative Mediation (National Consumer Helpline & FSSAI)
Authority: There is no binding E-Commerce Ombudsman in India. If the Eversub India Grievance Officer rejects your claim, fails to refund your money, or ignores you for 30 days, your next step is administrative mediation through the Ministry of Consumer Affairs. (Note: If your complaint is strictly regarding food poisoning, contaminated meals, or unhygienic store conditions, you must report it to the Food Safety and Standards Authority of India - FSSAI).
Portal/Contact: You must register your grievance against Eversub India Private Limited (Subway India) on the Integrated Grievance Redress Mechanism (INGRAM) portal run by the National Consumer Helpline (NCH). You can file online at consumerhelpline.gov.in, via the UMANG app, or by calling the toll-free national helpline at 1915. The NCH will act as a mediator to pressure the company’s corporate team for a resolution.
Level 4: Legal Action (Final Step)
Pre-Litigation: If the NCH mediation fails, or the company refuses to comply with a refund request for a high-value catering order dispute, you have exhausted all administrative avenues. You must now prepare for formal litigation under the Consumer Protection Act, 2019.
Court/Arbitration: You must file a formal complaint with the appropriate Consumer Disputes Redressal Commission against Eversub India Private Limited. For claims up to ₹50 Lakhs, you will file at the District Commission. You can file your case entirely online using the government’s unified e-Jagriti portal (e-jagriti.gov.in).
Timeline: You must file the consumer case within two years from the date the cause of action (the delivery of a defective product or the denial of a refund) occurred.
Community Action: Is Subway India refusing to refund a missing food item, or are you looking for the correct template to formally escalate a food quality complaint to the Mumbai Corporate Office? Reply below (do not share your passwords, bank details, or your exact Order Numbers), and our community will point you to the right resources!