Penn Station East Coast Subs — Restaurant in Lansing Charter Township

Za’Rae cashed my fiancé’s order out after it was placed. Initially, she seemed like she was having a bad day and/or didn’t like her job—this was the start of her poor customer service. Fiancé asked to order two lemonades instead of the Pepsi that came with the meal. Za’Rae didn’t know how to edit the order so she charged him for the two lemonades separately but did not put a name on the order nor did my fiancé receive a receipt. At the point, we were still patient end waited patiently for our food. As we were waiting for our food, we noticed Za’Rae was handling cash with her bare hands. Then she proceeded to fill up our lemonade cups with NO GLOVES ON. Then, she went over to the fryer and retrieved fries with NO GLOVES on her hands again. After that, she touched the inside of our bags with her hands—still no gloves. She then scratched her head with no gloves and then touched the fryer again as well as our bags. At this point, we were disgusted! So I politely asked her to abort the order and can we please have a full refund. She waved her hand at me in a dismissive manner and stated “I don’t know how to do that”. I asked her to find someone who does. Myah (not sure if she was the manager or not) came over to intervene. Once Myah was informed of the issue, she asked Za’Rae why didn’t she add the lemonades to the same order and she informed her that Za’Rae over charged us. Za’Rae admitted that she did indeed overcharge us because she didn’t know how to add the lemonades to the order. Za’Rae got frustrated and began making comments about me as I stood there and she never apologized for her poor behavior. Myah was helpful in that she was able to retrieve a receipt and provide us with a full refund. But we were very hungry after having traveled all day and it was a very upsetting experience and we wanted to draw this incident to your attention. Hopefully, Za’Rae can receive better training in efforts to better represent Penn-Station. Also, this was my first time at this establishment which is why my fiancé took me there and I hate to admit that I was very unsatisfied with the services I received.

Update: 6/3/2021 I made the original above post 6months ago and also followed the link posted below to email my complaint. No one ever contacted me from this establishment to follow up. I don’t feel valued.

Update: 10/19/21 Still no one ever emailed...

Used to be a fantastic place to get a sandwich. In fact I used them for catering in the past and had great success. Unfortunately things have changed and after my last two visits I no longer have confidence in the food order being correct, or it being a good experience to go here. I was in about 10 days ago and ordered an Italian sandwich. Came out with no lettuce, tomato or peppers. Fortunately I was going to be eating in my car and caught this and when I went in the sandwich was replaced and I was offered a beverage refill. That was great but some of the staff seemed very confused and frustrated. I went there tonight and this time I brought my food home and again not the correct toppings on the Italian sandwich. The items I did not want included we're not there so that was great. Unfortunately no banana peppers and the sandwich just was not well made. There clearly has been a staff change at this location. I have not seen the previous manager in my last four visits and all new staff. Most seem unhappy to be there and if you ask a question it is as though you are out of line as a customer. Unfortunate. Used to be a great location and reliably good food. No longer the case. I also sent an email via the website regarding staff not wearing masks on a third visit and never got a reply. This was during the time that masks were still mandated but staff had them below their chin. It is as though the owner and corporate...

WORST EXPERIENCE EVER. Prepaid on the Penn Station website and walked straight to the cashier who was on her cell phone. When she finished her texting she looked up and acknowledged me. I told her my name and she asked a line worker if they had my order. They said no. I then show her my confirmation email and she calls her general manager. She relays all the information from my confirmation email then proceeds to tell me they didn't get the order and would not be able to give me my food. I explained that my credit card had already been charged and asked if that would be refunded. SHE SAID NO. SHE TOLD ME I WOULD NOT RECEIVE ANY FOOD OR A REFUND FOR AN ORDER I ALREADY PAID FOR AND HAD FULL CONFIRMATION AND PROOF OF PURCHASE. She then happens to find my ticket and sandwich coming out of the oven. Not enough. She had already told me that I was supposed to just accept I paid $15 for a sandwich and was going to get nothing. Never going to another Penn Station as long as I live. EDIT: The owner reached out to me to explain why this situation was handled precisely the way he would have wanted it to be. I have worked in several restaurants and I am not unsympathetic to food workers. But this level of disregard for customer satisfaction is more than enough reason to find another place to...