Penn Station East Coast Subs — Restaurant in Middletown

I don't know what was happening at Penn Station. Three of the staff were wearing earbuds or headphones when we arrived. It was about 7:30, 2 hours before closing time. Our experience wasn't very good. The girls couldn't hear us. They were not present in the moment of the transaction, and this theory was proven by the food not coming out as it was requested. Oil in fryer was dirty. Hence the very brown fries that were still mostly limp and undercooked. The sandwiches were truly disappointing. They were freshly made, but looked nothing like pictures, or sandwiches I usually get at PS. The iced tea wasn't available. Two hours left before closing. I don't drink soda. Oh, well. We asked for a refund and I got water. The attendant did not give us a receipt and we had no idea if the refund had been processed. I finally went up and waited thru 3 other patrons just to get napkins. I annoyed the girl by asking MULTIPLE times bc the dispenser was empty. With her attitude, I decided to ask for the manager. She pointed to a girl in a grey shirt. I sat down and waited for her to come talk. My spouse was so frustrated he couldn't eat, and the money spent on our meals was obviously wasted. Eventually, the girl wearing the pink beats headphones came to the table. She stood, arms across chest, wanting to know what I wanted. I actually got highly annoyed at this additional attitude. I had started with ok, tea wasn't available. But the fact that I had to ask multiple times for napkins, and that they obviously weren't hearing me due to the headphones, I told her it is unprofessional and wrong. She was very tense. She actually agreed that yes, she knew it was wrong!! She left and hid in the back. When it became clear that my spouse wasn't going to eat the food because he said it just wasn't good, I went to the counter and spoken to the woman who had been pointed out as the manager earlier. She was VERY professional and empathetic. She was obviously a manager. I asked if we could have a refund on my husband's food. She refunded the entire meal for both of us, which I did not expect.

This person redeemed the restaurant with her handling of the situation, however, it was not a very pleasant 45 minutes of our life, so I think it is necessary to speak out about the situation. It is my hope that the 3 young ladies who were wearing speakers in their ears will receive training to remedy the problem. The reason they are there is to serve the customer...I wasn't rude or asking for anything other than service one should expect. I told the real manager that we love PS and don't want to mark yet one more dining place off our list, so we will try again in the future.

One last thing: the floors were greasy enough that we could not use our canes safely and we held on to things to leave. That needs...

Ok the floor is a bit sticky but that’s obviously something that can happen and be fixed- they started getting the water ready to mop as I was leaving with my order. Originally I was just stopping on a long trip to grab a drink but it smelled amazing so I had to leave with a sammy. Not only were they quick, but everyone was super SUPER polite. The entire staff was very friendly from the moment my order was taken, all the way until it was brought out to me (I ordered take home and they still made sure to serve me, I love that they don’t just call the order out and leave it up to you to get from the counter- IF you hear your order called to begin with). The young lady, taking my order, didn’t rush me either and even offered to make it a meal without pushing half the menu on me that I wasn’t there to get. Most likely I didn’t speak loud enough for the cashier to hear; but he was very kind about asking me to repeat myself and I learned he was a veteran. I’m grateful for the gentle hospitality I found here today. It wasn’t even a stop I planned to make but I will definitely be back. What an awesome...

So set my order for 2:30 pm, it was 1:47 when i placed it online. Pull up at 2:30pm waited a few mins a young lady came to the window got my name then walked away. 10 mins later a different young lady comes asks my name another 5 mins pass the original girl comes asks my name again and walks away. Finally I go in, as soon as I walk in im told my subs are comin out now. I watched that person reach over my sandwich while my sandwich sat there on the end of the oven getting cold so she could take care of 2 other ppl. Finally when they did it again an served the person that was behind me in the drive thru i had enough. The manager who was working his butt off told me they was understaffed while the original girl said its like you dont understand we make these from scratch.. That had nothing to do with them pushing my subs back and serving others. But for the record from scratch is not pulling ingredients from a container and putting it on bread. Lol they assemble subs, they dont make it...