Wrap City Sandwich Co. — Restaurant in Londonderry

I have never written a review before, but I have to express how deeply upset I am by the horrible service I received over the phone. I have life-threatening food allergies and my friend and I were ordering delivery online, and there was no option to note my allergies so the kitchen would be aware. I called to see if I could place the order over the phone given the circumstances, and the girl who answered (I did not get her name) snapped “Delivery orders are placed online, you know that right?” Um, of course I know that, but I need to talk to a human being to make sure I don’t get egg in my sandwich that will kill me. She took down my information and said to place the order online and she’d flag it to the kitchen. I told her it would be under my name. We then placed the order but realized it automatically connected to my friend’s Doordash. I called back to say it would be under a different name. She walked into the kitchen, with me still on the phone, and said “Yeah the Dallas Style with the allergy was put under a different name. How typical.” When she put the phone back up to her ear I said “how typical?” She stuttered and tried to apologize, but I explained that we didn’t realize it was going through Doordash and then I thanked her and hung up. Awful girl and awful service. Definitely lost a customer. If you have food allergies beware ordering here!! Again, I didn’t get her name but she was working Saturday 8/2...

This is hard for me, because I'm not like the normal person who rates some place just because it's bad. I'm actually the opposite if you check my record. I love to scream accolades of restaurants. I live in Massachusetts and have driven to this place on purpose a handful of times because it was so good. My latest experience today though, was not that. I noticed on a website that they are now franchising...there it is, the beginning of the end. Service has always been so so, but I've ignored it for the great selection of wraps. But today, I ordered something that was supposed to have a hint of horseradish and it was drowning in sauce and you couldn't taste anything else. I was very kind when I approached the front counter and didn't complain, I just said I didn't like it and I asked for a different sauce to hide the flavor. What a good restaurant manager would have done was offer me a free sandwich or at least an apology. I was just told quote, "well yes our horseradish is strong." You know what? In my opinion, that is restaurant suicide, especially in this day and age. So sadly, we won't be coming here again. And the chips aren't that good...they're greasy and too sweet. There it is. There's my derogatory comment you were all waiting...

Accidentally ordered from the wrong location and called within 2 minutes. The “manager” had “already finished the order” even though online it was a 30-40 minute wait. Because she had “already made it, there’s no refunds” I asked to speak to the owner. When the owner called back hours later she told me “people do this all the time we don’t give refunds but I’ll make an exception and give you half back”

Here’s the lesson: if your business has issues with the wrong location getting orders maybe stop online ordering. Telling a customer that when they called in and were placed on hold they should have refused to be placed on hold.

If the location weren’t 48 minutes away I would have gone to pick it up, but an hour and a half round trip for a wrap isn’t worth the drive. The location I intended to order from is new to the area and is only a 4 minute drive. The owner from Londonderry was so disappointing that I will not give Seabrook or any other location my business. I fully intend to share my experience with every person who will listen and benefit from this information. Buyer beware, especially when dealing with the...