Subway Gosnells — Restaurant in Western Australia

I want to share my experience at this store because I was genuinely appalled by the behaviour of the woman who I believe was the manager (or at least the manager on shift).

I visited on Friday when the store was very busy; multiple online orders, in-store orders, and several large orders at once. Two young employees were working tirelessly to keep up with everything, yet the manager stood by without helping. At one point, I overheard her tell the delivery drivers that she wouldn’t assist the two girls because she didn’t want to “mess up their flow.” This excuse was absurd, especially considering the girls were clearly run off their feet as the orders continued to pile up.

What made matters worse was that instead of offering help, the manager repeatedly came out to yell at them when orders were delayed. As a customer, it was incredibly uncomfortable to watch. She spoke to the staff in a slow, condescending, and passive-aggressive tone, almost as if she were mocking them. At one point, she demanded an order “in. my. hand.” pausing after every word while glaring at them, her outstretched hand right in their faces as they tried to continue making sandwiches. The behaviour was demeaning, unnecessary, and frankly disgusting. Especially when she was right in front of the ticket and could have looked herself, but she made a point of getting the workers to stop and place it in her hand. It also came across as incredibly racist, speaking to them so slow as if she assumed they could not understand her.

The employees attempted to explain that they were prioritising earlier orders, but the manager cut them off each time. If she is willing to treat her staff this way in front of customers, I can only imagine how much worse it might be when no one else is watching. The young workers looked terrified of her.

To make matters worse, when a customer returned because of a messed-up order, the manager came out, glanced at the situation, and immediately blamed “the girls” without even checking what had happened. Most managers I’ve encountered would apologise first and then investigate, but instead, she ridiculed her staff in front of everyone. It was unprofessional, unfair, and unacceptable.

I cannot express how disappointed I am with this manager’s behaviour. I was in the store for about an hour, and the entire situation left such a bad impression that I don’t want to return. I genuinely do hope someone talks to this manager about how to treat coworkers because that was extremely unacceptable.

On a positive note, I would like to thank the young worker who served me (I think her name was Roxy, apologies if I got that wrong). Despite the difficult circumstances and how poorly she was treated, she provided me with outstanding service. She was kind, patient, and professional, and I truly appreciate the effort she put in under such stressful conditions. Roxy, you did a phenomenal job, and I hope management recognises your hard work. The only reason I did not...

Terrible experience. I did a takeaway online order for Smokey BBQ Bacon Chicken Classic. There were missing ingredients (No BBQ sauce No bacon) I tried calling the store to talk about the order (Rang 5-6 times no one answered the call) I drove back to the store and showed the staff, she saw there were ingredients missing. I asked her why there is no Bacon in it (She said this item doesn't have bacon, its just the sauce name is "Smokey BBQ bacon sauce") I asked her to remake the order she said she can't make it. i told her i want to talk to the Manager, later she rang someone from her phone (The person on call was very rude and said once the food is outside the store we can't remake it) So she want us to check the food before we leave the store? I was like so what is she expecting me to do if there are ingredients missing (she said we don't give away free food) It was a terrible and worst experience i had (i wasn't there for free food i already brought back the sandwich i dint even take a single bite) Another thing, it was not just the ingredient even the size of it was maybe like 1/3 rd of a footlong I am not tall at all and have a normal average size hand and thats their 6inch sandwich The person whom i spoke on call she needs alot of training in Customer Service she don't know how to talk to a customer. (She hung up when i asked her name)

Reply to your response IT IS VERY NORMAL TO ASK THE NAME OF A PERSON WHEN SPEAKING ON A PHONE CALL ITS A BIG LIE - THE DISCUSSION ON PHONE WAS THE PERSON TOLD ME THAT THEY CAN PUT THE BBQ SAUCE AND GIVE IT BACK TO ME -I TOLD HER I NEED IT TO BE REMAKED BUT SHE SAID SHE CANNOT DO THAT AND TOLD ME TO CHECK THE FOOD BEFORE I LEAVE THE STORE THE REASON SHE GAVE ME FOR NOT ATTENDING THE CALL WAS, SHE SAID WE DON'T TAKE PHONE ORDERS AND WE DON'T ACCEPT CALLS FIRSTLY MAKING MISTAKES AND BLAMING ME THE REASON I WROTE ON GOOGLE WAS BECAUSE OF THE TELEPHONIC CONVERSATION AND THE WAY SHE SPOKE THAT WAS VERY UNPROFESSIONAL SHE NEEDS TO BE TRAINED

I GAVE THE SANDWICH BACK WHICH WAS PREVIOUSLY MADE, SO I AM NOT SURE WHAT FREE SANDWICH YOU TALKING ABOUT AND YES THE ORDER WAS REMADE ONCE SHE HUNG UP AND RANG THE STAFF TO REMAKE...

EDIT For Reply - no offer was made to remake. have now called head office as store would not answer (phone was picked up and then hung up immediately several times) awaiting owner contact as I would still like a refund as product was inedible.

Ordered a gluten free wrap, was inedible was rock hard and had was completely destroyed upon wrapping.

Had to step aside as the staff member began a conversation with a woman that walked in behind me (she clearly knew this woman) and continued to speak with her whilst making my order and completely ignoring my answers. She asked me at least twice on everything I said to her so yeah service absolutely sucked.

Husband walked back in with the wrap and all 4 people started picking at it (3 staff and the woman who was not in any uniform as far as I’m concerned was just a customer) was told they don’t offer refunds and would have to call the manager whilst doing everything they could to actually avoid doing that.

Wrap was left on the counter as it sure as hell wasn’t being eaten after 4 people without gloves had just picked through it. Walked out without a refund so paid $9 for absolutely nothing.

Will call manager in the morning but judging from other reviews I’m not holding my breath on a...