Penn Station East Coast Subs — Restaurant in Kentucky

I have literally never wrote one of these reviews before but this was one of the worst customer service experiences I’ve ever had. On Sunday 4/30 I ordered online 30 minutes prior to arriving and arrived 5 minutes after my food was supposed to be ready. The girl at the front was helping someone with their order so I went straight to the register where the sign says to pick up orders. There was one other girl working. She saw me standing there and proceeded to squeeze lemons. 5 minutes later she acknowledged that I was standing there and asked if I had placed an order and I told her yes. She immediately turns around and goes back to squeezing lemons. Another 5 minutes goes by and she hands me a bag to which I ask her if that was mine because she never asked who I was. I look in the bag and see fries and tell her that’s not my order, I did not order fries. She asks me if I am Naomi to which I reply no that is not me. The girl behind me, the only other customer there, replies that that is hers. I tell her my name and she’s goes to look for my order. She says that it has been sitting over there for a while and she doesn’t know why the girl at the front did not help me. I tell her that the girl at the front was busy and I had already ordered, hence the reason I was standing under the pick up order sign. She’s says well I asked if you had already ordered. I said yes, I told you I had ordered but she never asked me anything else about my order or who I was. The girl at the front was taking another order of someone coming in the front door and preparing ALL the food. The fact that she acted like that girl who was doing literally everything else had somehow been the one to completely ignore me while she had her back to me squeezing lemons while I stood at the register for 10 whole minutes waiting on an order that was done 5 minutes before I ever walked in the door...

My wife went in and ordered sandwiches and fries. She was given the wrong order and we didn't find out until she got home. Went back up there 30 minutes later and let them know they gave us the wrong order. Our order was still sitting there and my wife was asked if we wanted the order made fresh. My wife said yes. We got home 45 minutes after the original order and discovered that we only had fresh fries. We ate the fries, but did not return because we didn't want to make another trip, but I wonder why they asked asked us if we wanted them to remake the entire order. When the older manager with curly gray said to my wife that our order cost her, what did she mean?

We should have received a completely fresh meal. Why would the manager say "This is going to cost me? Why did the manager lie to my wife? Is this normal practice for Penn Station? What do we do if we get sick? Were the ingredients so expensive that making two new sandwiches put this franchise out of business? Is this how you treated Chris who's order you gave to my wife? I have been a good customer of Penn Station over the years and don't understand why they would treat a customer like this.

I would suggest you do the right thing. My wife and I work in the healthcare industry and simply wanted a fresh cooked meal before having to return to work the next day. I suggest you do the right thing for future customers and give them the great service they deserve...and please don't lie, reputations are...

Service was friendly and fast. However, as mentioned by other reviewers, I too saw the employee with the long bangs over his face, with no hair net or hat to hold it back. I was a little worried about hair ending up on my food.

Portions were also skimpy today. I asked for a lemonade with no ice. Instead of getting a full cup, I got a cup that was 3/4 full! See attached photo, I had not drank from the cup, this is exactly how they gave it to me. It was a carryout order, so when I got the food, I asked the employee to please top it off. He said yes, but then gave it back to me and it was still missing about an inch from the top to be full.

I also asked for medium fries. I usually love their fries, but this time we got a whole bunch of little 1 inch fries with only a few normal size fries. Although we were given the medium cup for fries, portion seemed more like a small. I felt like they gave us leftovers instead of making a fresh batch.

My husband and I used to go here often and had always received excellent service and food until about a year or so ago. Not sure if there was a change in management or just employees, but lately we haven't been very satisfied with Penn Station. Now we visit once every few months, in the hopes that it will get better, but I guess they're...