Penn Station East Coast Subs — Restaurant in Florence

Penn Station in Florence , KY on US HWY 42 I have had the WORST experience ever with them. I ordered my food online, went there to pick it up, got back to work to eat my food and a little more then half way thru my sandwich I bite into a piece of hair. I end up calling Penn station to tell them and they told me I need to bring the food back in order for them to give me a refund, so I did. I took the hairy sandwich back along with the fries to get my refund. As I am walking out the door the General manager, Chris McMillian yells out at me “MA’AM! What did you decide to leave the last bite of your sandwich and return it” my jaw dropped at the way he just handled that. After he said that my response to him was, Yes, when I got to that bite and tasted that hair in my mouth I was discussed by it, I shouldn’t have to pick out the hair and continue eating my sandwich! And as I am trying to talk to him he starts to walk away and swinging his hand in the air at me pretty much telling me to screw off. As I walked out I said I will be calling the corporate office. An hour later I receive a call from the owner to apologize, the owner mentioned to me that the GM had called him to apologize to him as well because the GM knew I would be calling to complain. (Sounds to me like he did it just to save hisself before the owner got the call from me) I told the owner the way his GM handled that situation was completely unprofessional and all the owner said to me was “he knows he apologized” like really?!? That’s your response? How PATHETIC! It couldn’t get any worse! Not only is the GM unprofessional, but the owner hisself was unprofessional as well and insincere! The way that whole situation was handled by both the owner and GM just blew my mind.

Working in the food industry you would think they would be required to shave their damn beards off!

All in all I would NEVER Recommend going to this location ever! And from the previous reviews I have read seems like others have had issues with the customer service experience at this location as well.

IF YOU CAN STAY AWAY FROM THERE I HIGLY RECOMMEND YOU...

Terrible experience. We go here every week and get the same thing. My husband a large and me a small and my sandwich had 3 pieces of chicken in it. I took 3 bites and just kept getting bread. I went an Politely complained and asked for more chicken…. Not that it be remade just extra chicken and the guy said “sorry we weigh it” and shrugged his shoulders. I walked off as not to throw a fit and my husband went up with my sandwich to ask if 3 pieces was the norm and the manager took it from him threw it away without looking and refunded our money for that sandwich and said he refused to remake it. Absolutely Uncalled for. My husbands large was fine…. Mine not so much and for the money you pay you should have meat on your sandwich. The manager was Acting irrational there was absolutely no call for his unprofessional demeanor towards us. He kept making smart remarks like we didn’t know what we were talking about because we didn’t work there no but we eat there every week and we know what our sandwich is supposed to look like. I didn’t want him to remake the sandwich I just wanted more chicken on it but for him to absolutely refuse to remake it made no sense and completely ruined our dinner. The manager needs to go through some anger management classes and stop taking out his unhappiness on PAYING customers. It’s a...

Won't go to this store again. We haven't went for at least a year to any Penn Station. We decided to give it a chance since we were tired of our regular "go to's". We ordered our sandwiches, went and picked them up, brought them home, they were made wrong. Called and spoke to Manager Chris McMillan.He said, bring them back and we will remake them. He didn't talk or speak like someone that is a manager, very unprofessional. Didn't offer a refund or even give a free french fry for our inconvenience of driving all the way back and actually accused me of wanting something for nothing and hung up on me.They made the sandwiches wrong and we had to make an extra trip which takes time and gas. In addition, I noticed the meat on the sandwiches was less than I remember, more bread than anything. I see restaurants scaling back and downsizing on the sizes of portions all the while increasing prices all the time. The Penn Station franchise on US 42 Florence, KY apparently has fallen in line with that practice. Won't go there...