Subway — Restaurant in Queensland

I am submitting this formal complaint regarding a serious incident that occurred at Subway Wilsonton during my visit today.

I attended the premises with a friend to purchase food. At the time of the incident, there were two employees working at the front counter (one male and one female), and another female employee was working in the back of the store.

While I was placing my order, the female employee from the back approached and began addressing me in an aggressive and disrespectful manner. Her tone and behaviour were entirely inappropriate and caused significant stress for both myself and my friend.

The male employee then escalated the situation by using abusive language towards us. This verbal abuse created a hostile and intimidating environment.

The matter became even more concerning when the female worker at the front approached me in a threatening manner, raising her fist as though she intended to physically assault me. At that point, my friend and I immediately left the store due to genuine fear for our safety.

As I was exiting the premises, the same female worker again raised her hand in a threatening way, appearing as if she was about to strike me from behind. This conduct was highly aggressive, confrontational, and completely unacceptable.

I would like to highlight that the entire incident was captured on the store’s CCTV system, which will substantiate the events described in this report.

This behaviour amounts to verbal abuse, intimidation, and attempted assault by Subway employees, and falls well below any acceptable standard of customer service or workplace conduct.

I formally request that Subway conduct a full investigation into this matter, review the CCTV footage, and take immediate disciplinary action against the staff members involved. I also request to be informed of the outcome of this investigation.

Please consider this report as an official record of complaint. If necessary, I am prepared to escalate the matter further, including lodging a report with relevant consumer protection bodies or local...

I usually wouldn’t write something like this, but I feel this needs to be said. I’ve worked in the fast food industry for almost 5 years, so I know how stressful and exhausting it can get. I was ready to let this go — but today’s experience was more than just poor customer service.

I’m a regular customer at Subway. During my lunch break, I ordered online and went to pick it up. There were around 6 customers in the store. I stood quietly in the queue, order number in hand, when before I could speak, the staff member looked at me and, in a very sharp rude tone, said, “What do you want?” — as if I wasn’t there to collect an order. From her expression and tone, it felt like she had assumed I was an Uber Eats driver simply because I’m brown — and regardless of whether I was or not, no one should be treated differently based on their occupation, skin colour, or anything else.

I was taken aback, held up my order number, and noticed people in the store staring. I felt embarrassed, singled out, and honestly hurt. When the order was ready, she placed it on the counter without a word, then shouted, “Here.”. I just replied Thanks and went out of the store.

I understand that people have bad days and personal challenges, but this is no way to treat any customer — especially when assumptions are being made based on skin colour. In my years in this industry, no matter how tired or stressed I was, I never treated a customer with such disrespect.

Out of respect for her age and the people around, I stayed silent and didn't comment anything at the time. But moments like these matter — they leave a lasting impact and show why empathy and equality in customer service are so important.

If this reaches out to the store management and Subway HQ, it is just a constructive feedback. Anyway this would be my last order...

Almost every time I go there, they either get my order wrong or charge me different amounts. I get the same thing every time, so why are the prices different?

I've often noticed that staff wipe the boards down with a soggy rag, then my order is placed on top of wet paper. Some times there are no boards, just the dirty steel benches underneath (see pic). Utensils are commonly switched between the salads and meats. Seafood and other pieces of food are seen in other containers (cross-contamination??). I'm worried for those with severe food allergies.

Some times people stand in line for ages whilst staff stand around chatting, restocking, sweeping outside etc instead of serving customers to get the line moving along. Not all of the staff are like that though. There are one or two of the longtime workers who are absolutely fantastic and polite and actually know what they're doing. But you can tell even they get frustrated with their fellow 'team members'.

Please note that this store closes down everything earlier than what is advertised on the door. The 2 pics show the store cleaned and packed up, yet the open sign is still on. This can be confusing as people cannot often tell from the highway if they're closed or not (pics taken 2hrs before advertised closing time).

If training, customer service, consistency, healthier cleaning habits etc are improved, I will definitely give a higher score. I don't really like my order tasting like detergent, or getting food poisoning from poor...