Penn Station East Coast Subs — Restaurant in Kentucky

Popular chain of sub sandwich shops, of which there are several locations in Northern KY, Ive been eating at this one for years, this is the totality of my experience.

The Good

+Fast Service (Even when they are busy they are able to pump out food at a reasonable pace) +When it’s good, it’s really good. This will depend on how well the sandwich is made, how old the old oil in the frier is etc. +Specials can be a good value

The Bad

-The place is sometimes dank and dirty, always feels cool and humid, like a Waffle House.

-Inconsistent across the board, sauce can often times ruin a sandwich, if I can ring it out like a sponge then maybe cool it on the honey mustard. The lemonade can sometimes be very sweet, or very sour, or taste like pledge cleaner. The fries are sometimes perfect, sometimes greasy.

-Not enough toppings at times, it can be as if the bread is the star, the meat should be right?

The Ugly

I ordered a Dagwood not realizing it was a build your own sandwich, that was not well communicated to me, the cooks had no problem giving me an onion sandwich (later which they laughed about it) the manager apologized, then made me pay for a completely new sandwich, one with the toppings my first sandwich should have had. Advice to management is to be less defensive with your customers and more empathetic, and address poor professionalism amongst employees.

This can be a great sandwich place, when it...

If you are trying to eat in this decade, go to another Penn Station. They had 4 people working - 1 taking the orders, 1 on the grill, 1 working the register and 1 that was leaning against the wall watching TV.

I was the only person ordering food.. the guy taking the orders took my order and then turned and started talking to the guy on the grill. Both of them stood there for about 5 minutes talking, doing nothing about my order. I walked up to the kid at the cash register who proceeded to ring me out.

I got my drink and my cookie and sat down. 7 minutes went by before the guy on the grill pulled my ticket and started making my food.

After 15 minutes my sandwhich was ready, but no one had dropped the fries, so I waited another roughly 5 minutes.

All the while, there was a gentleman who had placed his order who was still waiting for his food.

20 minutes from the time I walked in til the time i got my food when I was 1 of 2 people in the entire place. When i left the guy who had placed his order before I walked in was still waiting on his food.

GO...

Went in at around lunch time and was surprised to find I was the only customer. One of the three workers standing in the back, on their phones came out to take my order. No greeting or may I help you. Just mumbled for me to move on down the line. I asked the red shirt person to half toast my sandwich when it goes through the broiler. They were clueless and looked like I had given them a math problem to solve. My sandwich was exceptionally greasy and super salty. The fries were cold and soggy. My entire lunch went in the garbage. Considering how few customers they have, one would assume the place would be clean. Wrong. Very dirty.

I realize with Covid and the current job climate, finding good help could be tough. Somehow Chick Filet has figured it out.

Suggestion: As a franchisee, you may want to have someone who at least seems to care on premise. Never again do I spend my money at your...