Capriotti's Sandwich Shop — Restaurant in Los Angeles

Poorly run team caused 40 min delay in what was supposed to be a curbside pickup of an online delivery. Arrived and called to announce my arrival and was told to hold. I waited 5 mins with no return and finally walked in to pick up my order (ONE sandwich). What greeted me inside was nothing short of an unmitigated disaster. A sea of people all waiting for their lunch order. I walked in and waited another 5 mins to be acknowledged. When finally greeted I was asked if I was ordering or picking up. When I informed them that I was picking up an online order she shuffles through what looks like 15-20 other order receipts, finds mine and informs me that "we are still working on yours". Mind you this is an app order that was placed 1 and a half hours prior to my arrival. I watch for 20 more mins as they work through other orders that were placed AFTER mine including an order of what appeared to be 100 sandwiches (slight exaggeration). Meanwhile, they have COMPLETELY forgotten that I am still on the phone waiting for my curbside pickup (I have been holding my phone in hand the entire time still on the line). Finally I see them preparing my order. She begins to slap mayo on some bread to which I exclaim "My order said no mayo" . She looks back at my order reciept and begins to start over. 10 more mins pass and my name is finally called to pick up my order. I grab my sandwich and tell her that I am still on the phone line waiting for my curbside pickup. She stares at me and grabs the phone on the counter realizing she has completely forgotten a customer on the phone... over 40 mins on hold. I leave and highly doubt I...

editing this review to include: THE LAST THREE TIMES I HAVE EATEN HERE I SPENT THE NIGHT DOUBLED OVER WITH AWFUL WRENCHING PAIN IN MY GUT AND THEN VIOLENTLY ILL. I'm reducing the number of stars to 1. Twice it was the Bobbi and last time the WAGYU cheese steak. So far I have paid almost $80 to be sick on three occasions.

My former review: I'm gonna call it like it is. Capriottis is a subsidiary of Subway, so don't think it is some mom and pop shop, it IS a chain, and the franchisees have MANY VENTURES. I WOULD have given a 5 star review, but alas, just yesterday I received the DRIEST, most OVERCOOKED cheese steak sandwich, the large, which is a $22 sandwich, all that with no bell peppers in it. Granted, the BOBBIE is one of the most delicious sandwiches EVER, the cheese steak is USUALLY SUPER DUPER, but the meatball sandwich was mediocre at best. Shame on Capriottis, I mean Subway, because a TWENTY DOLLAR SANDWICH should NEVER be dry or lacking. C'mon already. It's a SANDWICH.

Essentially, Capriottis is everything that subway isn't, deliciously soft and chewy bread, but really, who can eat bread these days anyway. Capriottis is Subway but OPPOSITE, while the latter has Jared as a spokesperson touting a regemin of healthy lifestyle choices, Capriottis spokesperson would probably be more like The Godfather, totally unconcerned with fitness or diet, as the Bobbie stacks bread with more bread, deliciously sinful and forcing extra workout days in between. Meh. Hit or miss, which can be expensive...

I’ve been a regular at Capriotti’s Chatsworth location, visiting with my boys about once a week. When we’re short on time, I sometimes call ahead to place an order so it’s ready when we arrive.

On Monday, I called and spoke to Bobby, who took my order and told me it would be ready in 10 minutes. I let him know we’d be there in 15-20 minutes, and we actually arrived 30 minutes after placing the order. The restaurant was empty, so I paid at the register, expecting my food to be ready. Instead, I saw that my order hadn’t even been started.

When I expressed my frustration, Bobby showed no accountability—he didn’t apologize or offer an explanation. His only response was, “Would you like me to start your order or issue you a refund?” The next day, I called to speak to the manager, who assured me she would call me back, but I never heard from her.

This lack of customer service reflects poorly on the management and is disappointing for a place we visit regularly. I expect better from...