D'Atri - Downtown D'Atri Pasta and Subs — Restaurant in Cumberland

I love supporting this local, family-owned business. The food today was, as is normal and expected of all restaurants owned in the area by this same extended family, excellent. The customer service has changed drastically in a matter of months, and in ways that make me wonder if the other restaurants have also accepted this attitude as status quo. I understand being stressed out and understaffed is hard, since my job and many others are experiencing much the same. I work from home, so I am at my job's disposal 24/7. When I ordered this evening for my work lunch/breaktime, I asked for price clarifications because I know that they might have increased along with other businesses serving similar meat options in the area (both owned by the extend D'Atri family and not). I was given quite the change in attitude for the rest of the call. After I paid with my card, the person on the phone said, "We'll get it to you when we can." I was trying to gauge did that mean 30 minutes vs the two hours it took the last time I called (its been a while since I ordered last, to be fair). Since I work from home and knew I had meetings ahead of me this evening around my meal break, I wanted to clarify what to expect. I was told, "We don't do that here," about the long 2 hour wait I had last time, and I was confused why that warranted a severe change in the tone I received. Before I could request a contactless delivery in case I was in a meeting, the call ended. Drivers were okay doing that arrangement in the past, but I didn't have time to call back in (to be fair, the shop is also busy). They delivered my food while I was in a meeting with my supervisor. So I didn't hear the door being knocked on upstairs, in my office. To be honest, with the start of dinner rush, I expected a longer wait time, and the meeting was only 15 minutes long. I took a chance, and it ended poorly. When the driver called me to verify that leaving the food behind was okay, I apologized for them having to knock several times and explained I was in a meeting, please leave it at the door, I'll be down soon. "What do you're mean in a meeting, I delivered to a house." I'm sorry. You do not have the right to talk to your customers this way. What I do for my line of work and in my home is not your place to judge. I will hesitate as a native of Cumberland to recommend this shop over other restaurants both owned and not by the same family. I understand you are busy and stressed. That is not just your business dealing with it right now. You don't have the right to take your bad day out on other people. I hope there is a marked improvement in the level of customer service. Even if that means management has to find ways of reducing employee stressors.

Side note My sub was made wrong. I always get sick when I eat their seasoned lettuce, so I asked three times for regular, UNseasoned lettuce as I have for over 15 years. In all that time, they've rarely gotten it wrong. Like I said: excellent when it comes to food. Not to service. You are a local leader in small businesses. All employees reflect that representation in how they act. This sandwich was covered in the lettuce I can't eat and the bad attitude of not listening that came with it. So I couldn't even eat it, so I just gave it to my husband, who loved it. I didn't see the point of calling back in. I just would rather not bother them since asking for a replacement would be an added stressor no one involved needs today.

Yes. Three stars. Why? I hope things in customer service changes for the better, as is expected of this...

The passed three times my family and I have gotten food from here it has been incorrectly made. MAJORLY. One time we got raw jalapenos on a sub that wasn't even supposed to have jalapenos. That was acceptable, first honest mistake. Or so I thought. Just today we tried again and, not only was the food severely wrong, but the service was awful. We got three cheese steaks, all 12inch and pretty much made the same. One of them came as a 6inch with just steak and cheese (incorrect on multiple fronts) and another came with the correct length, but only cheese and mushrooms. Do you no longer get meat when you add mushrooms to a sub? I'm not sure what happened to the owners (or previous owners), but they're awful now. We called to try and correct these issues and they flat out stated that they wouldn't even attempt to fix it. The owners are so rude that they made my mother cry, and we're left with the worst interpretations of a cheese steak sub ever.

I highly suggest going through these reviews and reading the large amount of 1-star reviews and the asinine comments that the owner makes on them.

TL;DR: Great restaurant. Five years ago. Go somewhere else unless you like your order being wrong and hearing a mouthful from an inconsiderate employee/owner.

Edit: Another asinine comment made on this review. I heard the phone call; I highly doubt there were two other customers who "walked away satisfied" because we were told immediately that our orders would not be fixed. For a "business", the conduct offline and online is childish. We ended up getting food elsewhere after way overpaying for foot long cheese and mushroom sandwiches. I wouldn't want a cheese and mushroom sandwich for $20 again, so that's perfectly acceptable to be on a "no order list". Respect should go BOTH ways; unfortunately respect is not employed by...

The food is very good. My last 2 experiences have made me decide to never go there again! 2 weeks ago I placed an order. Part of the order was missing when delivered. I called and spoke to a female. She spoke to me as if she was in a hurry. She complained about how busy they were. She told me I’d have a credit on my order for the next time I called, to cover the mistake that was made. She took my phone number and said to tell the them about it next time I called. I called today to order. After telling a man about the credit, he put me on hold. I could hear him answering another phone and taking an order. When he came back, he said he couldn’t find the credit. He was very nice and professional, but asked me to hold again. Again, I could hear him taking another order. Finally a female picked up. When she started talking, I could tell that it was the same person who told me I would have a credit from 2 weeks earlier. She had an attitude. She was rude. She told me she was busy, and completely hurried me up. It was ridiculous. I called her out because of her terrible customer service skills. She quickly finished the order. The man I spoke to was the one who delivered the order. He apologized several times. I told him that the rude female who got on the phone was the same person who had arranged my credit from before. He said she told him that this she remembers it was the female owner who arranged my credit! This was ridiculous!! If this lady was this rude to me, I imagine she’s had issues in the past. I won’t spend my money there again. If you can’t treat customers with respect, you don’t deserve our business. If anyone else has had problems like this here, please put it in a...