Mr. Submarine — Restaurant in Lake Township

I've been eating at Mr. Sub at 10509 S. Western Avenue for about 11 years, w/o incident. The store is nestled in an extremely small "mall" connected to four to five other tiny store front businesses.. There are no more than 17 parking spaces and, if you park in the few spaces to the left of Mr Sub, you WILL be trapped in, if there's a long line of cars waiting in the drive-through line. Never dined in and always got our food from their drive-thru window. The staff has ALWAYS been friendly and the food- which I only ever ordered their shrimp and fries dinner and my husband has ordered their submarine sandwiches and chicken tenders, has always been cooked to order and received juicy, hot and fresh at the window. The menu is well lit at night and the font is large and clear. Prices are very reasonable for the portion size. I would've definitely recommended this place to the masses but that all has changed. I ordered what I normally do, 1/2 pound butterfly shrimp and fries dinner and my husband got the chicken tenders dinner. I arrived home to find the shrimp were cooked darker than usual. Upon closer inspection, I noticed that there was coconut batter on my shrimp. Coconut battered shrimp has NEVER been a menu option. I decided to pull the nasty batter off and just eat the shrimp but they were overcooked, gummy and inedible! I called the restaurant immediately and voiced my complaint (calmly) and asked for a refund. The same gentleman who took our orders answered the phone. What turned me off was when he said, "We usually sell coconut shrimp." I informed him that what he just uttered was untrue. I also told him how many years I've eaten there and have never asked for nor was sold coconut shrimp. He offered a replacement food item if I came back tonight. Since their store is about 10 miles from me and it was late, that wasn't an option so I told him I'd be there the next day, between 10 am.and noon. He told me who to ask for and to bring the food back. I did. I went in the store (which was a nice size, clean and bright with tables and chairs to dine in) and the person the cashier told me to ask for wasn't there so I told the cashier succinctly what happened. She refunded my money to my credit card swiftly and without hesitation. She apologized for the inconvenience and said that if I had any additional issues to let her know. The problem with this menu change is that people sometimes nibble on their food on their way home...sometimes w/o looking at it. If I were allergic to coconut and ate that, I would've had an allergic reaction and been dead. It's irresponsible for a business to fail in disclosing to customers when a food item that was ordered, was switched to something else. Sadly, we'll never patronize them again. I've included pics of their menu and the...

Usually this location is my ABSOLUTE favorite since high school (c/o 87). But I went to this location on a Saturday night (yesterday) at about 930p and this was one of the worst. I’m very meticulous about how I like my sandwich…large ham, extra oil and onions, no tomatoes, garlic fries (cooked extra extra soft) with extra garlic. I was in the drive thru and asked the guy to repeat the order. He did. I drove to the window and told the guy that if the fries are too hard, I’m going to bring the back. He says…I got u. I get the order and fries were hard. I have them back. I gave them back to him and eventually went in the restaurant to manage the cooking of my fries. I explained to the older lady who I gave the order to how I want my fries EXTRA soft. She made them as the girl cutting the lettuce looked over her shoulder at me as if I had walked in on 4 legs. Got home…NO extra garlic. And get this…NO EXTRA OIL AND ONIONS on the sandwich. I had no choice but to eat the dry sandwich and half garlic fries. Typically this size sandwich lasts for 4 meals…a quarter sandwich a day with the last being the best…all the oil at the end making the sandwich juicy and delicious. Not this time. The next day I ate the last section first. DRY AS A BONE. I just threw the rest in the garbage. Utterly disappointed. I’ll only eat the sandwich that my regular day crew makes. They ALWAYS get it right. (See my very...

The worker named Paco.... He's extremely rude and arrogant. He refused to correct my order. I was informed previously that I would have no problems returning to the restaurant at a later date for them to make it right and correct my tray order after they messed up my sandwiches for my daughter's birthday on 4/23. The order was placed ahead of time and they had messed it up. I finally returned on 5/15 to pick up the 2 sandwiches that was promised to me to come get at anytime, just to be met by Paco's discurtious disposition. He was extremely rude and dismissive. He claimed to have looked through the paperwork and said he could not find my name. He refused to take my order number to verify in that way. He asked me to step into the store from the drive through and I informed him that I couldn't at the moment and had a little one in the car with me. We weren't decent enough to be out the car, as this was supposed to be a quick run. Nevertheless, I've patronize the place for years and this one encounter has caused me to take my future business with sandwiches elsewhere. He yelled out the window to me saying "Good Luck!" as I drove off. It's unfortunate that customer service no...