Capriotti's Sandwich Shop — Restaurant in Belmont

I ordered an online order for delivery directly through Capriotti's website. When I received the order, it was missing an item I had paid for. The email confirmation directs you to call the local store when you have an issue. I called and just said I did not receive the menu item and would like a refund. The man who answered the phone proceeded to tell me just to come in to pick it up. I replied that was not feasible as the drive would be 35 minutes one-way, I had placed the delivery order because I could not go there, and I had just gotten my 2 children into bed. He then proceeds to yell loudly to someone to stop what they are doing to help him because the person on the phone did not receive an order item and they will not just come in to pick it up. The woman who picked up the phone was cordial and said she did not know how to do it, but was trying to figure it out and thought she did, but if I needed anything else to call back the next day when a manager was there.

In addition to the item that I did not receive, I paid a $3.99 service fee, a $3.99 delivery fee and also left a 15% tip. I do not expect to pay money and fees and not receive the items I've purchased in addition to receiving the service that man provided. At no point did he offer to have the delivery item delivered to me, but rather rudely told me to come pick it up and then yelled in my ear on the phone to someone else to come to help me. I highly recommend Capriotti's do some training with staff at this location on customer service, order fulfillment and the refund process.

I do not recommend ordering dessert items for delivery. This is the second time I have not received them. (It was much easier to deal with the refund of the missing item with DoorDash on the previous occasion.) I like to support businesses directly, but will not do so again at Capriotti's due to...

Not gonna lie I order the impossible Philly cheese steak and it was so good that I thought they messed my order up and gave me real meat. I came back the next day to order another one just to compare it and see if they messed up. This time I saved my receipt. It was the same sandwich and it was even better. I had to ask a couple times if it was impossible meat substitute and after verifying with the manager, it was. Needless to say I then spread the word and returned yet a third day in a row with more non meat eaters and they have been returning with new people as well. I would like to say you guys definitely owe me a free meal atleast because I’m sure I’m getting more traffic in there just for that sandwich because I’m promoting it for everyone to try. But yeah definitely worth trying and make sure you get some fries as well because they have some top tier fries that I would go out my way for. Two things I would say your missing is a cheese sauce for the fries and an in house...

Upon entering the shop, I noticed it wasn't a huge place, but just enough. It was a typical sub shop setup, featuring several tables and chairs, should you prefer to dine in instead of takeout.

I was greeted warmly and professionally by Brandy. I explained it was my first time trying Capriotti's, so she took the time to welcome me, explain the different subs and sizes, and recommended certain food items based on what I like to eat.

I'm certainly a cheesesteak aficionado, as we have some phenomenal sub shops up North. So, I ordered the American Wagyu Cheesesteak Sub, consisting of sweet peppers, mayo, lettuce, tomatoes, salt, pepper, oil, and vinegar dressing. I received my order in a reasonable amount of time. When I tell you that the sub was seasoned to perfection and was delicious, it is not an exaggeration. I was very pleased with the service and my food. I will be returning to try out some of their other food choices as well. If you haven't tried...