Penn Station East Coast Subs — Restaurant in Bellbrook

I had an absolutely terrible experience at the Penn Station on Wilmington Pike in Bellbrook, Ohio. I placed an online order at 11:59 AM, received an email confirmation, and arrived at the store at 12:13 PM, expecting a smooth pickup. Unfortunately, that couldn’t have been further from the truth.

When I pulled up to the drive-thru, a young kid came to the door and asked for my name. After a couple of minutes, he returned and said they didn’t have an order for me. I showed him my confirmation email, confirmed the address of the location, and even offered my confirmation number. He said he would talk to the manager, but when he came back, he told me the manager was “too busy” and repeated that they didn’t have my order.

I insisted on speaking to the manager since I had already been charged for my meal and had all the proof. The kid went back inside and returned with, “If you want to talk to him, you have to come inside.” So, I parked my vehicle and went in.

To my disbelief, the manager was literally 10 steps away from the drive-thru window. I asked why he couldn’t take those 10 steps to talk to me instead of forcing me to come inside. He was completely dismissive and continued insisting they didn’t have my order. He even attempted to show me all the tickets above the grill as “proof.”

Then, as if by magic, he finally checked the printer—and guess what? My order was sitting right there! It was the very last ticket in the printer, with six or seven other tickets printed after it. This clearly meant mine was the first order to print, and it had been sitting there for quite some time.

Instead of acknowledging the mistake or offering an apology, the manager seemed annoyed that I was right. He coldly told me, “Well, it’s gonna be a while.” By this point, it was approximately 12:18 PM—my order had been in for nearly 20 minutes, and nothing had been done.

This was an absolute masterclass in poor customer service. The staff showed zero urgency, accountability, or basic decency. I’ve never been treated so poorly at a fast-food establishment. I highly recommend avoiding this location if you expect even the slightest hint of professionalism or...

THOMAS, the "GM!" PLEASE go get some continuing education. PLEASE manage your staff, by leading by example. If you can't do this, then step down and away and get a different job. Your staff are young and they need to be shown an example of how to lead properly. IF you're under staffed, then YOU step it up and YOU provide top notch customer service!! Yes, YOU! We sat at the drive up window for 25 minutes, 25 minutes AFTER the given time from our online order pickup time. We had three kind young men talk to us, but absolutely NO ONE helped....except a brown long hair young man that was cleaning the window area. I am only sorry I didn't get his name, but HE DESERVES to be proud of where he works!!! HE DESERVES THAT!! I am sure he wants to take pride in top rated customer service!! Why would I say that? Because when I pecked on the window and interrupted his work, gave him our order name (Order #19898797), he was embarrassed that our food was just SITTING THERE with no one making an effort whatsoever to get it to us! An order that was $61.89! I felt sorry for him!!! Don't DO THAT TO YOUR STAFF!!! STEP IT UP!!! FOLLOW THROUGH!! AND IF you're not able, Thomas, then ask the owner to step it up and help you get more training. CARE about your staff!! Care about customers. Follow thru!! Please!!! I will never come to this Penn Station again. I told my family this after being gone for over 45 minutes. It is unacceptable. They were truly concerned about our well being and asked if we were ok, and we merely left the house to pickup our order we placed online! Seriously, DO SOMETHING...

I have refrained for a while for writing this location a review because I love Penn Station however this location is a horrible representation of the brand when it comes to customer service.

Orders are consistently 20 mins behind schedule and often incorrect and made a hassle to correct.

Tonight’s theft by this store is the last straw for my family visiting this location.

We had placed an online order at 5:00pm with a 5:50pm pick up time and the order processed and had changed to an 8:00pm pickup after payment for our order placed at 5:00pm that was 5:50pm pickup. We called the restaurant several times but no one answered. So we went to the store at 5:50pm for our food and to explain the situation there was a line of people who had the same experience and they refused to process anyone’s order until the 8:00pm time there system created in error. They said they acknowledge it was a mistake on their end but they have no way to recall the order despite their error.

When asked about a refund on the order they stated they can not give refunds in store and to call cooperate. The number they gave for cooperate operates on business hours and says for customer service issues call the store as each store has its own owner.

So this store is refusing to correct their mistake and is offering no refund option currently. Frankly...