PrimoHoagies — Restaurant in Lower Salford Township

I had a very disappointing experience with Primo Hoagies (Harleysville) this evening. I ordered online through GrubHub. I was told that my order would be there within 50 minutes so I was really surprised when my order got there in 15 minutes. I was so excited that I wanted to make sure I went online and gave them a positive review for being so expedient. When I went to eat my order, I realized that there was a mistake in which the sandwich was made. I went back to review my Grubhub receipt and noticed that the error was not on Grub-hub’s end, the error was on Primo’s side. So I decided that it would be easier to call Primo to see if there was a way that we could rectify the issue. In speaking to the person who answered the phone, I explained the situation. At first he asked me to make sure that I was seeing clearly, because he was sure that he made the sandwich correctly. I explain to him that I did see it correctly, and that the error was on his end. He offered to make me a new sandwich, but said that I would have to drive there and pick it up. The store is 25 minutes away from my home, and driving out there by myself was not something I was comfortable doing. He then shared with me that he was only there to make the sandwiches, he could not help me with rectifying the issue. He responded to me that there was nothing that he could do. So, I asked what the next option was, because I found it troublesome that the error was on their end. At that point, he hung up on me. I called back three times, and no one picked up the phone. I then called from a separate number, and the same person picked up the phone. I asked for a manager, and was told the manager was no available. When I asked for the email address to speak to a manager, he told me that he wasn’t going to give me that information. I then asked for the day and time that the manager would be there, and he shared that information. I wish that there would have been a option for a better solution rather than hanging up the phone on a customer. At no point did I raise my voice. At no point was I disrespectful. I was trying to find a happy medium since the error was on their end.

*Follow up- I sent an email with my frustration noted and asked for someone to call me back. Lon (manager) called me back within 15 minutes. I truly appreciated how quickly he called me back. I explained the situation and he apologized for how it was handled. He offered me another sandwich and said that if I were in the neighborhood, he would offer me a sandwich on the house. I felt that he heard my side, apologized for the poor behavior, and offered a solution. Thank you...

So I went to the website and it said May 5 Hoagie Day $5.99 all Primo hoagies. So I order my hoagies (4 hoagies thinking I'm getting a good deal) after RARELY going to primo's, she says with attitude are you a rewards member. I have no idea what a rewards member is since I haven't been to promos in forever. There are NO signs saying you can only get the $5.99 hoagies if you ARE a rewards member nor does it say it on the advertisement on the website the day of. So I say NO. So I'm charged $40+ for 4 hoagies. When I call the store to inquire and tell her I just realized my husband is a rewards member but he had no idea he was could I get the discount she says NO. The transaction was already done. THERE WAS NO ADVERTISMENT ON THE SITE OR IN THE STORE SAYING YOU HAVE TO BE A REWARDS MEMBER TO GET THE DISCOUNT!!!!! Not right!!!! Plus the attitude! I will NEVER GO BACK TO YOUR STORE AND WILL TELL EVERYONE I KNOW AND ON SOCIAL MEDIA NOT TO GO TO YOUR STORE BC YOU SCREW THEM OVER WITHOUT THE VERBAGE ON THE WEBSITE AND ON STORE. THANKS FOR NADA. OH AND THEN THE GIRL ADMITTED YOU RAN OUT OF THE PRIMO BREAD( BUT YET YOU STILL CHARGE FOR IT). Nice. I would actually give your store a zero not one if I had the...

New to area, but we've enjoyed Primo for years in other areas. The 1st time we came to this store, it was 1 HOUR before closing. I guess the workers wanted to get a jump on leaving, bc we were told the grill was already shut down AND cleaned. We went elsewhere for cheesesteaks that night. With 6 hungry adults in the house, it was the store's loss.

A few months later, we tried again. I ordered by phone hours before they closed. I was told: 1) they could not make cheesesteaks WITHOUT fried onions (I have an onion sensitivity), 2) NOR could they be put "on the side".

Strange, indeed...but I foolishly ordered two giant steak sandwiches anyway. Picked them up, drove home, and opened two very long rolls packed with diced RAW ONIONS, with a very scant amount of steak mixed in, literally only about a loose cup of meat on each giant full sized sandwich.

I was so angry and disgusted, I couldn't bring myself to take them back. Instead they went rt in the trash, and I decided an honest review would be a better move, since the workers who sold me that food would never have rectified...