Subway — Restaurant in Kempsey

First of all I’d like to start by saying I have been coming to subway everyday for 2 and a half years since moving here in 2020 from Sydney. I spend exactly $360 a week on subway for my partner and self. This would calculate to around 20 grand a year.

I have never really had an issue with the service till the last few months (the last week especially) when the owners started to replace the old workers and now the place is shambles. At least once a week they shut early due to having no staff, if you have any complaints you’re disregarded and disrespected as if they don’t matter and made out to be in the wrong for bringing the issue to light. For example one day my chicken in my sandwich wasn’t toasted properly so I took it back and the next day was spoken to about not being rude to the staff? All I asked for was the chicken to be done so it was done properly?

I also noticed the difference in how my food was being made once certain workers didn’t like the fact I complained……

My main concern regarding this complaint is actually the fact that I made a remote order online and paid for it and then was told by the store that they were shutting early and if I couldn’t make it in the next 20 minutes to the store before they closed they wouldn’t be able to refund me that day. So after speaking to the owner I was told someone would ring me and let me know if I could just get the meal I’d paid for the next day when I came in or if I needed to come in to get the refund in person the next day. I waited for the call, nothing.

When I arrived at the store I was met by the manager whose just started “corey” He told me, Ben the owner had already processed my refund and I wouldn’t be getting my meal or a refund in cash. When I asked for some sort of proof that it had been refunded back to my card because the day prior they weren’t able to do so apparently, I was told I would have to take his word and it’s not “his problem” that there’s not much he could do…. Basically his way of saying stiff shit….

(Mind you the only reason I even made the remote order was to make sure they could hold the bread for my order which I had no issue being done before the new staff started working).

I feel like because I’ve spent and spend so much money being able to hold some bread shouldn’t be much to ask.

But actually receiving some kind of proof of a refund? That should be just automatic. Ridiculous I have to go away from the store today without my money, or the food and hope that maybe they actually...

The service there used to be great but as old workers have moved on the new workers have become rather arrogant. My partner continues to eat their although after the way I've seen her treated in the past few weeks I don't see why she does. She has been a loyal daily customer for over two years bringing subway thousands only to be treated really badly on several occasions. They really need to do some courses in dealing with customers. Although there are the few workers that have been there along time that are on occasionally that offer exceptional customer service if only the rest of the team...

Stopped at kempsey caltex for brekky and as I’m gluten free, no one but subway offers gluten free options. Cas served me and what an amazing young employer she was. She was fast, efficient and CARED that I was gluten free advising me about the risk with avocado ( utensil sharing meant it may contain gluten traces). I was so impressed by her and my gluten free brekky roll was fresh and delicious. ( my husband had ordered macdonalds and his was dry and inedible) . Thank you Cas for your wonderful service it...