Subway — Restaurant in Melbourne

I am absolutely astonished at the way I was treated at the subway branch in Keilor Central by Customer service Preet - the body language, tone in voice, the 'it's not my fault" attitude, the constant interruption ..... where is the customer service experience 🤔... or what has happened!!!!!

A regularly purchase catering platters from this store and most of the time the staff are wonderful and would even call me to confirm if I would be collecting the order earlier or on time.

Tonight my 8 children opted for "fast food" and thought if I ordered online, this would save time.

I selected the keilor store and selected to pick up at 6.30pm (at the end of order it advised order would be ready at 6.34 - that's ok even if it was 5 or so minutes late, that's ok)

I selected every footlong to the desired child preference, type of cheese, toasted or not toasted etc

Entered my details including my phone number...

Paid in full with my credit card ...

Turned up to the store only to be greeted by a rude customer service manager PREET... my order was not completed because I was told they were not sure if I wanted toasted or not toasted? - I answered, this should already be on the order ... Preet tried to push the blame on me but I turned around and said no this appears to be a subway issue and now the online order was pointless in saving time because now I'm in store waiting for the order to be completed!!!

I'd questioned why was I not called and Preet said we don't have any details...

What is the point!!!

Preet tells me to complain to the head office ... I ask for a phone number and this is her response....

Go online!!! Everyone find it online!! Everything is online!!! - the attitude and body language is just absolutely appalling!!!

Furthermore ... when the agent making our order said to me that the manager was speaking to the owner... I simply said 'and" all because this agent was implying I should be concerned as PREET was speaking to the owner....quite frank I couldn't care less owner or not owner.... paying customers keep your business open.

Had the customer service manager managed the situation and just accepted the constructive feedback maybe this online review would have been quite the opposite ...

Tonight's experience has left me with an absolute distaste and to be treated like this is disgusting!!!

Service is everything!!! Great customer service will earn returning customers!!! Not this one ever again!!!!

Absolute 1 star across...

What a joke calling themselves Subway. 18/03/25 I walked into the store and was served by a lady who was wearing AirPods and talking on the phone. She was very dismissive as I was ordering a six-inch sub; she just kept saying “mmmhmm mmhmmm” while I let her know what salads I wanted. I also ordered a Meatball Mozza Pot, and when I asked for onions to be added, I was told the menu couldn’t be altered for this order. I was taken aback by the response and refused to pay for the meatball pot, as the lady's body language was off-putting. I was told, “I either pay for the order or I will not be welcomed back and would not be served at the store again.” I still refused to pay for the order I wasn’t 100% happy with. She then started to scream, “I’m calling my boss; you aren’t allowed to leave.” I just paid for the six-inch sub and left the store. How are you calling yourself Subway when you can’t make it your way and have to stick...

I've been coming to this place for ages, always ordering the same thing. At first the sandwiches were really nice, but they gradually decreased in quality up until the point where they were no longer edible. The last time I ordered from this store, I recieved a Subway with what seemed like cardboard lettuce in it - you could tell all the ingredients were not even remotely fresh; chicken, lettuce, tomato etc. On top of that, the amount I paid for the same exact meal varied each time I went into the store. My sandwiches were not treated as if someone was actually going to consume it after the workers had finished their rough, careless process. I would not recommend...