Subway — Restaurant in Victoria

My partner and I visited the Irymple Subway in early march 23 as we were in need of a quick and easy early dinner as we were not going to have another chance. My partner is Gluten intolerant, and so when it came time to order she ordered a GLUTEN FREE wrap with ham and salad filling. The staff then began making the wrap and followings what we thought to be correct practice when preparing GF orders. Once our order was complete we decided to dine in. As my partner began to eat her wrap she noted to me that she felt perhaps she had been given a wrap containing gluten. Upon her sharing this concern I went up to the counter in a non confrontational manner and queried the staff member who had made the wrap whether the wrap they had made contained GLUTEN, to which they ASSURED me it was a GLUTEN FREE wrap. I then proceeded to reassure my partner of the status of her wrap and she went on eating it. After another 5 - 10 minutes had passed and my partner had finished her wrap a staff member approached us and asked if the wrap we had received contained seeds, to which we replied that it did. The staff member then looked noticeably concerned and made their way quickly back behind the counter. After another couple of minutes the same staff member was accompanied by who I would say was the team leader at the time. They came and informed us that in fact the wrap that my partner had now completely consumed HAD CONTAINED GLUTEN. This was EXTREMELY DISAPPOINTING to hear especially after I had approached them questioning that fact and they had reassured me it was correct. We were then given the option to have the order remade (that had already been eaten) or a refund. So as not to risk another error we chose to receive a refund. This was just as the evening rush had begun and there was now approximately 5-6 people waiting to make their orders. I was told that I could join in the queue and when I got around to the counter I would be able to receive the refund. We did not have time to wait that long, nor do I feel that we should have needed to. And so I left my mobile number with staff and stated that we would be coming back on the Sunday to get the refund. As a result of this my partner experienced discomfort and pain during the event we were attending, as a result of the gluten containing wrap.

Once we returned on Sunday to get our refund we then went to the ice cream store next door and bought ice cream with our money. All of our needs were met.

In the days that followed my partner emailed the store manager, but did not feel heard. They argued that she was in the wrong and that the wrap in fact was the correct order and did not contain gluten, despite the photograph of her wrap which contained seeds (subway confirmed that gluten free wraps do not have seeds).

In summary, I understand that people make mistakes, but in this scenario when we approached to share our concerns we were not fully listened to. If you are not sure of an answer it is best not to give one or STOP what you’re doing and CHECK so that the response you give to the customer is reliable.

We will not be visiting this subway again. We experienced a complete lack of...

I had to tell the employee what I wanted at least 5 times. I'm not even talking about the extras. I ordered a ham, egg and cheese sub and had to tell her that eggs were supposed to be on it. Several times. She finally put some cold eggs on the sandwich that was already toasted, then realized that the eggs were cold. So she stuck them in the microwave. Then she decided to pick up the eggs with her hands (thankfully wearing a glove) and I had to sit there and watch her constantly burn her fingers trying to pick them up. Instead of using the tongs that were right there.

Best part was the (I assume based on the uniform) manager watching the entire thing doing absolutely nothing to help.

And the sandwich was terrible. The eggs were rubbery due to being in the microwave for so long. I wish I had...

This is no different to any other Subway, however this is the only one in the area that has a drive through. You can dine in or take away. Be aware that there is limited parking if you are intending to dine in. It is one of four Subways in the area and is located near the intersection of one of the main streets through Mildura which is the main business area of the town. It has a gelato shop open up next to it, in case you would like...