Sugar Hill Sub & Deli — Restaurant in Hamilton Township

Delivery and Communication are very disappointing! We have been ordering from here for years, and understand that there will be nights that will challenging for businesses, especially during these times. However what we experienced was, simply put unacceptable.

Placed an order for delivery, and preface with i understand it’s a Friday night and things are busy. Once we placed the order, we were told that it will be there as soon as possible (Usually that means it’s probably busy, fair enough).

After an hour or so passing by, we politely called to request and ETA on our order and were told it left 30 min ago (now mind you we are located about 15 min from the business). Okay, again understanding that it could be busy.

Another 30 minutes ( based on their communications, now our hot sandwiches have been in the delivery persons car for an hour), we called to request an explanation and how we can resolve. We were met with no answer or explanation of where order was, and when asked if we can have the order remade so we can enjoy hot sandwiches we were told no because “they’re out of rolls”. Fair enough, and continued to ask if we can get a discount on older, now cold sandwiches that have not yet arrived and we’re told you cancel but sandwiches will not be delivered. Now we’re told, they are 10 min out…

A total of 2 hours later (more than an hour in a car) our sandwiches arrive cold with a half baked “sorry about that” and that’s the end of their story.

Unacceptable service! Again, I understand service breakdowns, but learn how to treat your patrons with a little more respect and understanding. This not a fancy restaurant, but any business should have a bit more empathy and not think they’re above any critique because of their...

Up until about 5 years ago I would have given Sugar Hill a SOLID 5 Stars. Blowing away White House in AC and Petes in EHT. Their daily sub specials were awesome. $6 to $8. Nothing fancy but very delicious and a generous portion!! And of course you bought a bag of chips, a drink and maybe a TastyKake, all for about $12 to $17. Now I understand the uptick in food prices so I fully understand the minimal new cost of $10 hoagie specials. But I now have a big issue.....That new freaking computer system!!!!!!!!! It sucks! It takes forever to order over the phone, and I spent over 10 minutes about 2 months ago because I added 2 pickles and a bag of chips to my call in order at check out, all because the employees could not figure it out!!!!! Stick to writing down the call-ins and in-store orders on a numbered, carbon, menu pad and sending those down the line to be filled. It worked for decades with no problems. It was fast and efficient. You have many cameras and speakers to make sure your registers and CC machines are not getting cheated. And I would have given "Service" 5 stars....but because they were apparently not trained proficiently on your new "System", i had to go 4 stars. Which is a shame since almost all of the employees are wonderful and personable. Go back to the old school that made you a local legend.......Otherwise you are just turning...

I have always enjoyed these subs. So much so that I ordered 2 trays for my daughter’s 3rd birthday party on 3/15. I called in on 3/9 to place the order ahead of time specifically stating I wanted all the subs to have oil/vinegar and no mayo as my daughter has a severe egg allergy. You can imagine how upset I was to find that there was mayo on multiple subs including one I fed my daughter without seeing (luckily she did not eat it that day). I called the day after the party to let them know how disappointed I was as I paid $248 + $10 tip. The lady I spoke to said they would get to the bottom of who took the order and that she would alert the owner and someone would get back to me. No one called me back and I’m truly disappointed that such a huge mistake took place and my daughter was unable to enjoy most of the leftovers. I wasn’t going to leave a negative review but the fact that I was told someone else was going to call me back and no one has made me feel like the owner did not care. Unfortunately, we will not be eating her again as they do not take food...