Straight Outta Philly Melbourne Wickham — Restaurant in Florida

Straight Outta Philly's customer service leaves a lot to be desired...

There was recently a big push on their social media channels promoting that they now offer seeded rolls for their cheesesteaks. I was extremely excited to try this and so I went on their website to order a couple for my daughter and me. Their website had no option to allow you to specify bread type, so I left a note in the special instructions area stating that we would like the seeded rolls.

30 minutes (and $30) later, I showed up to pick up the order. The woman behind the counter informed me that they don't offer the seeded rolls for 8" cheesesteaks and handed me two cheesesteaks on their regular rolls. When I expressed my disappointment, rather than trying to remediate the situation, she literally said "you already paid" and then basically shoo'd me out the door.

There was absolutely no attempt to contact me after I placed the order online to let me know that what I ordered wasn't possible. Instead, they just took my money and proceeded to make me something that I didn't want.

• UPDATE *

The reply from the owner of this establishment just further demonstrates the severe lack of customer service. Rather than make any attempt to peacefully resolve the issue, they choose to go on the attack. I would have gladly amended or removed this review if there was ANY attempt to take accountability for this.

I should not have to dig through your socials to find out about any restrictions around any new products you offer. Those should be clearly stated on your ordering platform.

You have a pattern of telling reviewers that they should have contacted you directly for any problems they encountered at your establishment. I don't understand how someone who is so adamant about personal communication would not advocate for the same when a customer orders something through your website that you do not offer.

• UPDATE 2 *

First...your reply to my original comment on Facebook was hardly professional. It was extremely patronizing; and as I stated there, I am not a follower of your Facebook page and did not see the one post where you mentioned that the seeded roll was only available for 12" sandwiches. It's outrageous to expect customers to have to be aware of all of your social media posts before ordering. Again...any restrictions should be clearly stated on your ordering platform.

Second...I did not originally intend to leave reviews on Google and Yelp. I purposely attempted to engage you on your Facebook page because I had hoped there could be some sort of resolution or meaningful dialog that could result in better policies on your end for handling online orders so this doesn't happen to myself, or anyone else, ever again. I only left these reviews after you decided to sweep this issue under the rug by deleting the original comment chain.

Third...I apologize if your staff is feeling attacked. That too, is not my intention. I am simply stating the events that occurred. I'm sure they are nice people and are doing the best they can in a high-stress environment, but in this particular instance, their actions do not reflect positively on your business. And to be honest...neither does your handling of this situation.

And last but not least...your attempt to trivialize this issue is insulting. It's not about seeds vs no-seeds. It's about the fact that I placed an order on your website that your staff knew was not possible to fulfill; and rather than reach out to me to let me know, they chose to move forward by making something I didn't want and taking my...

Straight Outta Philly (Local Chain Review) 4250 N. Wickham Rd., Melbourne, FL 32935

4.5 Star

I've had takeout from Straight Outta Philly on several occasions; however, this was my first time stepping inside any one of their three locations. As I found the owner, Mike Grillakis manning the counter along with the delightful and knowledgeable K.C. helping out, I certainly made the correct choice in locations! As I mentioned, I have had takeout before and it has always been outstanding. In-person, I asked K.C. for one Elijah's Pepperoni Addiction Cheese Steak and one loaded Italian Stallion Hoagie.

While Mike was working his magic on making my order, I asked K.C. if I could have a sample of their Gyro meat. While it was not on a spit, as your official dragoman, I can assure you it is the real deal Gyro meat. I have spoken. Taking a seat, I snapped some pics and waited for my sandwiches.

First up on my palate was Elijah's Pepperoni Addiction Cheese Steak. If I've said it once, I've said it a million times: the key to any fantastic sandwich is the bread. If the bread sucks, the rest is moot. I failed to ask (my bad), so I don't know if Mike makes his own bread on-site or if he purchases it fresh every morning. Regardless, it is spectacular. The bread is fresh, warm, flaky on the outside and chewy on the inside. Perfecto! The toppings were on par with the base as the flavors magnificently mingled in my mouth.

Turning my attention to the Loaded Italian Stallion Hoagie was not an easy thing to accomplish, but for the sake of you, the reader, I managed to succeed. Again, the sandwich bread was extraordinary and the toppings were fresh, tasty, crunchy, savory and overall amazing. What a fantastic Hoagie! Hey! Fast food sandwich chains, (I'm talking to you Jersey Mike's and Subway), pay heed to this guy!

It is obvious to the casual observer that Mike and his employees care about the hash they sling and it shows through with love. If more restaurant owners were like Mr. Grillakis, Brevard County would become a dining Mecca of the Southeast.

The Big Boy says, “...as I leave, believe I'm stompin'/But when I come back boy, I'm coming straight outta Philly (Philly, Philly, Philly). OK, so I can't rap, but you can do your taste buds a favor and head over to your nearest Straight Outta Philly location. You won't be...

I'm from Delaware and worked in Philadelphia. Delaware and Philly have some of the best cheesesteaks around. I moved to Florida in 2006 and truly missed the quality of excellent rolls and properly seasoned meat. I work in Indian Harbour Beach and Straight Outta Philly opened their new location on Monday. Their menus were delivered at work today. I immediately left and raced down to this new location. I ordered a large cheesesteak with all the extras. WOW!! I have discovered Melbourne's best cheesesteak!! Perfectly fresh roll loaded with lots of meat and my choice of cheese with fried onions of course. I'm going back tomorrow for seconds. This will be my new lunch place until I try all items on their huge menu. Excellent service with indoor /outdoor seating. I highly recommend Straight Outta Philly if quality matters to you. To the owners who are from Philly I thank you for opening a location at the beach!!Next day review; I returned to Outta of Philly and ordered a cheesesteak, ham/turkey hoagie, french fries, cheesecake and b/w cookie. The cheesesteak and hoagie were excellent as I expected. Crinkle fries were cooked perfectly. The cheesecake, WOW!! I ordered the chocolate mousse cheesecake and it was unbelieveable. It was a huge slice; and as far as quality, you would think it's the type of dessert you would find at a quality steakhouse like Ruth Chris. On this visit I had the pleasure of meeting the owners and their son. And now I understand why their quality is so exceptional. There is a long history and expertise in the food industry. Going back tomorrow! I went back to try a different sandwich...their grilled chicken cheese instead of their regular cheesesteak and a black and white cookie. Purchase price should have been $14.99 plus tax. The elderly cashier said the total was $17.plus. I asked her why the difference and she snapped at me "pickles and peppers". I felt she was rude. I won't be...