Penn Station East Coast Subs — Restaurant in Newport

So our order was in correct I called as soon as I got home and noticed that the order was not right. The young man that answered the phone said oh did he eat the food and I said well he ate half of it all he said after that was well come on back down we'll remake it for you. So I drove 20 miles back down from independence kentucky for him to say at 9:30 PM when they close at 10 PM did you bring the Sandwich back with you? I explained to him that the young man did not tell me to bring it back he just said come on back down and we'll remake it for you well that's the policy he explains I explained to him that the young man did not tell me to bring it back he just said come on back down and we'll remake it for you well that's the policy he explains. He didn't explain the policy to me before I drove 20 miles back down. I said why would I lie about a $14 Sandwich? He then explained to me that this is Newport Kentucky it is not a safe place and at all their customers lie. Nice to know what they think about their customers since they are the ones paying the bills. And since I don't remember who is who I know that 1 of their names was Donnie and the other guy was George. The gentleman at the window that was the manager asked the other man did you tell her the policy and he said he did I explained that man's a liar he did not tell me the policy have him come to the window and look me in my face and tell me that he told me the policy he refused to do that, speaks volumes to me. If you're not willing to look me in my face and tell me you did it but I'm willing to look you in yours and say you didn't I think we know who's telling the truth. But they clearly are hard up for whatever the actual cost is for making that Sandwich which is probably about a third Rather than making their customers happy when they clearly were in the wrong in both scenarios. I've stopped bringing food back with me because where I live when you bring it back with you they say oh we believed you you can throw that away. He should have stated clearly bring the Sandwich with you and we will give you another, it's really not that difficult! But I'm sure the only response that I'll get is leave your feedback on a website that no one's gonna read and no one's gonna get back to me. I make enough money I don't mind wasting gas to go out of my way to another restaurant with better...

UPATE- This review is from yesterday, 1/15/25- WOW- I had such a great experience when I picked up a to go order last night. There were 3 gents working who were as kind as could be. As soon as I walked in, one of the workers called out something like 'Hi there thanks for coming in'. I went to the end where he guided me to pick up my food and the other 2 guys who were getting the order packed up were just as nice. They handed me my food asking if I needed any ketchup or malt sauce and then said to have a good one. As I was walking out with my food, the man cooking who said hi to me when I came in, called my name out 'Have a good one, Miss Shannon'. Gosh what a nice hardworking team. Thank you for redeeming my experience from 4 years ago. I really appreciate you all. You all should be recognized for a job well done!

The below review was a 1 star written 4 years ago. I have to say that this was the worst experience I’ve had with Penn Station. I would like to mirror another recent comment which was left referencing their interaction from 4 days ago. When I stopped in this past Sat eve there were plenty of staff, and they were busy...totally get that; however I stood there behind another gentleman and we weren’t even acknowledged. A few other customers came in and we must have stood there for a good 5 minutes wondering if anyone was going to say anything. Not even a “hi we’ll be with you shortly.” There wasn’t correct mask wearing being mandated. I did not fee safe. I think major changes are needed. It might help to gain some pointers from the Highland Heights, KY Penn Station location. Their customer service is always great. I never leave bad reviews. Has to be a pretty bad experience for me...

Penn Station’s food is great just not from this location. Taking food orders is not Hannah’s best skill set, nor other employees, managers love congregating and joking around when staff is limited and lines are long, and this location refuses to answer the phone. Believe all reviews that talk about the crowdedness, service, etc. that comes from this location!!! This location’s subpar service and experience is different every time!

Let’s start with Hannah……I asked for a chicken philly with onions, mushrooms, peppers, and mayonnaise. She decided to add pizza sauce and mustard. By the way….the bread was soggy. I didn’t realize this until I got home. I called the location and no one answered. The one time I didn’t get my receipt is the one time my lunch hour was ruined. Thanks Hannah for creating your own sub for me try when that was not expected. Thanks to the person “baking bread” as it was to soggy to hold contents. A waste of $23, gas and time. Find another job. Other instances I had were remaking a philly wrap and missing items.

Managers here held a meeting recently during lunch and lines were long and staff was limited. Having a grand old time laughing, looking people in the face and telling customers they’ll jump in to help soon and then walk away. How rude, hold your meetings or in service in peace. Don’t lead on the customer who’s hungry and/or in a rush.

Don’t waste your time coming to this location. Go somewhere else…..trust...