Penn Station East Coast Subs — Restaurant in Belleville

This was my first time trying Penn Station and I was very optimistic because the pictures in other reviews looked pretty good. I was however severely disappointed. I place my order online for just simple cheasesteak with only mayo and cheese, with fries and a drishowthe pickup went pretty smoothly but that was about the only good part of this experience. When I got home and unwrapped my sandwich I discovered a dry, bare sandwich that was so unapetizing. They didn't add the cheese (one of the only 3 ingredients requested). The meat was dry and shriveled up. This was inedible. Mind you, they were not visibly busy when I arrived. In fact, there was only one other person there. At this point I decided that if they couldn't get such a simple sandwich right then it wasn't worth a remake and I'd rather just have my money back for the sandwich. I called the store to inquire about that process which seemed to cause much confusion for the worker who answered. She had to ask her manager on duty if that was an option and how that would work. The answer I was given in the end is that they don't have the ability to refund only orders in store so they would have to send the information to a higher up manager to get it processed within 3-5 business days. This seemed like quite a lengthy process for a measly $8 so I decided it would just go back to the store and have them remake it. Easy enough. When I entered the store this time however, I was not greeted in any way. The manager avoided even acknowledging I was there. The only thing she said to me was that they didn't need the sandwich that I brought back and to throw it away. To be very clear, I was in no way rude over the phone or in person either time. I was very polite in describing my displeasure with the sandwich and my confusion about the refund process. It felt like a very dramatic response for the manager to be so unpleasant and rude. It's really not that serious. I just wanted a sandwich that would be edible. I will not be going here again and I suggest you...

I wanted to share an unpleasant experience I had at this location on 03/09/24.

My husband and I had just got done at a charity event, and I wanted Penn Station. So we arrived and saw the sign said "Open". We walked in and the woman working told us that "I am not accepting any more orders.". I then mentioned that the sign said "Open" and asked why she wasn't to then being told that she was asked to do some extra cleaning. We both walked out upset (more so me since I was craving one of your sandwiches, being 33 weeks pregnant, and obviously wanting something else besides a burger). But instead, we went to A&W for a late dinner.

I called yesterday afternoon and spoke with a shift manager and the woman dismissed the situation and said that she was correct with having extra cleaning to do. No apology or anything. I hung up feeling like I wasn’t valued.

Please use this as a teaching moment that when the sign says "Open", that it means you are open for business and that unless a customer is being rude, that’s the only reason to deny service! Not if the employee has extra duties to do 30 minutes before closing. Usually major cleaning which results in not serving customers, should be done when the store closes, not when it’s business hours (unless the “Open” sign is off). I do like this location and the store manager is always so pleasant. Hopefully this can be taken care of so you won’t lose anymore business and make the customer feel like they are priority. Not the employee trying to clean so they can...

The young gentleman taking our order, seemed new and made a mistake. When the sandwich was made, and we realized there was a mistake, I brought it to the attention of the girl that was handing it to us. Everybody makes mistakes, especially trainees, and I completely and totally understand that. What I can’t I understand was the attitude I then received from the young female That gave me the order. The biggest eye roll ensued and she proceeded to reprimand the young man to which, he came up and apologized. She then continued to reprimand him without even attempting to remake her sandwich. Finally, she gets around to remaking our sandwich. The time we waited between sandwiches was about 15 minutes. This was a cold sandwich. I might add. Upon receiving our new sandwich, I simply asked that our fries to be replaced with fresh fries as those have been sitting there too long. Good customer service would tell you, I shouldn’t even had to ask, it should’ve been done automatically. Upon asking, I received a very intense eye roll, and a look of disgust on her face as she threw away the now grease soaked bag with cold fries. Mistakes happen, I’m fully aware as I still make them every day because I’m not perfect and I never will be. I thanked the young man for apologizing to us and told him it was not a problem. But I won’t pay for the attitude when your store made a mistake and I get treated like...