Capriotti's Sandwich Shop — Restaurant in North Las Vegas

The very first time I had Capriottis was from this location. Every since I have been hooked. I used to live near and I would always come in and get my Veggie Chicken Cheese Steak. Even when I moved away, because of the awesome experience I had each time; when I’m in the area I stop here. This evening I came in, ordered my usual and had a seat. Three patrons came in back to back, ordered, and took a seat. All three of them received their order before I did. I approached the counter to ask why is that I have yet to receive my food when I ordered three customers ago? None of the employees had an answer. I asked the cashier for a refund and she immediately said ok followed by a very canned sorry. The cashier didn’t make an attempt to try to make the wrong right. I work in customer service as an HVAC Technician. I’ve made mistakes and done things the wrong way. As soon as I’ve been made aware, it’s an immediate, sincere apology followed by what I’m going to do to rectify the situation. The objective is to show the customer that you VALUE them and that you are willing to do anything within in reason to keep them as a customer. Not a single employee made an attempt to fix what happened! Here is the kicker...a customer watched the whole thing play out. As I walked out of the store and on my way to my work truck, a customer came running out behind me. She stated that she watched the whole thing and wanted to know if the store took care of me. She apologized for them and proceeded to hand me money to pay for my dinner. How awesome is that!!! (By the way, she works in customer service at TSI) I’ll never step foot in Capriottis on Aliante & Nature Park again. I was undervalued and disrespected as a customer. Professionalism =...

As residents of the Aliante community, it is truly unfortunate that my family and I will no longer be able to visit this Capriotti's. I placed an online pickup order which stated the order would be ready at 6:56pm (app confirmed ready for pickup). I arrived at approximately 7:00pm and proceeded to the pick up area. There wasn't anyone present to ask for my pick up information at that station. However, a young lady (teen; blonde) came over and called out a couple orders. I asked if she would be able to let me know if my order was ready and I was rudely told "he" would help me as she rushed away. She went back to the cooking station and started talking/giggling to a young man (I'll assume he's a cook). 5-10 minutes go by and a much older man who was working the front register comes over and states my order is not ready. Another young lady comes from the back and assures me that my order is being worked on multiple times. What kind of customer service is this??? After waiting nearly 20 minutes past the time my order should have been ready (per the app), I requested a refund. The older gentleman looked at my receipt and stated he would not be able to refund the purchase due to it being an online order. Where is management??? Why am I being told you can take my money in a certain way but you can't give it back??? After he figured it out (hopefully, as I will check my bank statement) he hands me the receipts just as the food is finally being bagged. I state I'm no longer interested in the food and the older guy slides the bag back towards him. There was no apology for my waiting, no apology for the inconvenience. Just here's your refund, now get...

Ordered a large cheesesteak - it came really fast = but… that’s because it was cold 😞

Went up to the counter and requested to simply return it and refund - lunch hour pretty much over at that point

Manager was busy in her office and unavailable to do anything

So I was forced to wait - went Nextdoor to drive through burger place - that sucked - not a fan of Carl’s Jr either now - lol

Came back to see if manager was available and she was - but instead of running my card for the refund - she ask for the card and started writing the card number on a paper to take back to her office and do the refund that way somehow ? Never had this issue before - but I was uncomfortable with my card info being written down and walked away with - so I asked her stop - said don’t worry about it - I’m not ok that process and she said fine and wadded up the paper and went to toss it in the trash behind her - so. Said - no - stop - please give me the paper

She got mad and told me I was being a jerk - so in asked her can I write your card number down then ? What don’t you understand about the situation that bothers me ? 🤷🏻‍♂️

Anyways - I got the paper - and contacted customer service

And guess what ? Haven’t heard a word from anyone / no email / follow up / nothing Paid $24 for a sandwich that I didn’t even take a bite of and got yelled at

Today I was really wanting to have lunch at a different location- but I can’t bring myself to do so because of this issue and the lack of resolution.

So...