Earl of Sandwich — Restaurant in Paradise

TLDR: Rude employee power trips and tries to kick us out because we had a slice of pizza even though we bought sandwiches. Manager does nothing. My family and I went to this establishment on 1/19/2025 around lunch time. We were treated very badly from a staff member who went overboard on enforcing a rule that did not apply to us. We previously bought a slice of pizza from Pin-Up Pizza for our kids, which is under Planet Hollywood. We also bought sandwiches from Earl's for ourselves. We decided to grab a table since we’re customers of this restaurant. However, the female employee that was cleaning tables told us we cannot eat at this establishment even though we bought food from here because we had outside food. Mind you, this outside food is a slice of pizza for our kids. Obviously, this policy of “no outside food" is to reserve tables for Earl of Sandwich customers. From this employee's perspective, having an outside food cancels out the Earl's sandwiches, therefore, not enabling us to eat at the table. While waiting for our sandwiches, this employee took the sign that states, “no outside food,” and points to it while invading my wife's personal space. She was inches away from my wife’s face. Her body language states, like she wanted to physically fight. I even showed her our receipt and pager from Earl's. She came back to our table 3 separate times to try to prove her point. In this employee's mind, the kids would have to stand outside to eat their pizza and we would be okay to eat our sandwiches at an Earl's table. More importantly, the behavior of this employee is highly unacceptable, very unprofessional, very rude, and lacked tact and customer service. She had no common sense, which really baffled us. The principal of not letting us eat was the factor. She wanted to deny us from letting two children from eating a slice of pizza because it was an outside food even though we had bought sandwiches. The surrounding customers we're even about to jump in and tell that lady off. This lady had the nerve to fight a family with small children in front of all the customers. My wife spoke with the manager about her behavior. I believe her name was Andi/Andy. She told my wife it was a “cross-contamination issue,” in regards to the food and a “language barrier.” I also went ahead and spoke to the manager myself and complained about her employee's behavior. I told her that getting in someone's face is not a language barrier issue and that she had an attitude problem. The “cross-contamination issue" is also an outrageous excuse. If a slice of pizza baked at over 500 degrees is a contamination issue, then Pin-Up Pizza might have issues according to the Earl's manager. The manager just accepted what I had to say with a smile with no solution. I told her no customer deserves to be treated that way, especially with a family with little kids. I provider her a solution that her employee needs to be re-trained in approaching and talking to customers. I also explained to her I am repeat customer every time I go to Las Vegas. I have never experienced any issues with this restaurant until now. Again, enforcing a rule that doesn’t apply to us is ridiculous. This was a traumatic experience for our kids. We never wanted our kids to see a stranger yell and talk down us, but we were left with no choice but to hold our ground. We stood our ground, because we are patrons of this restaurant and would never deny our kids to eat nor let alone to be separated from us because we were eating different food. Earl of Sandwich upper management, please do better in training your employees and treating your customers...

We ordered two meals with sodas, Mac and cheese and tater tots. The pops were horrible. No one told us they weren’t working correctly, even though they knew they weren’t. After many people were dumping theirs out, I asked when they machine would start working. They said probably about 10 min. (I overheard them tell someone else they had to run outside to fix it) I said I would like a refund for my drinks as I wouldn’t be able to drink my pop. She asked for the cups, I went and grabbed mine. My husband had lemonade which wasn’t bad, so he kept his. I went back up with my drink and not his. She did the refund (I didn’t see the amount refunded until I looked at my receipt when I got back to the table.) She refunded both drinks, again after me bringing only one cup back for her to discard. When we were almost done eating, another lady came to our table asking for our cup. Confused, we said we gave her back one cup and got a refund. She went back to the lady (Tracey) and said we already had. Tracey got mad and showed the other lady the receipt and loudly said I refunded them for BOTH and they still have the cup! I went up and said I only brought one back after you initially asked for them and she’s responded with “yes I refunded for both”. I thought it was clear when I only came back with one, that it was only one needed at that time. She then says whatever I’m not dealing with you and motioned her hand at me. I am getting irritated at this point and go sit down. Mind you there is a big crowd and she’s making a scene. I go back up w the 2nd cup and say I’m pretty sure these aren’t supposed to be handled after drinking, she grabs it and throws it away. She’s still being extremely rude and making comments as I walk away so my husband went up and asked why someone was sent to our table to hassle us over a cup. She said that was their policy. It’s your policy to have someone go to the table and get them back? He asked for the manager and she response that she was the manager. She also wasn’t sure if she could refund just my pop without the whole meal, so had to ask someone else. The gentleman had said yes you can. So a manager didn’t know that only a pop and no meal could be refunded, but she knows all the policies? This ruined our dinner, all over a pop that was nasty because the machines needed fixing. Her name was Tracey and the purchase was made 8/13/2023 store # 15003 at 9:03 pm. Refund was given same date at 9:16PM after our food was up and filled our drinks. After reading other reviews and seeing pictures from this last week, it’s obvious we aren’t the only ones who had...

Security called - no previous ask

Our family of 6 all ordered from Earl of Sandwich - which we normally always come to because we love the sandwiches - except for one person, who had gotten Chick-fil-A. We saw the signs saying to please not bring outside food, but we thought everything was fine since 5/6 of us had gotten Earl of Sandwich. We sat down and ate our sandwiches, and there was a worker who had been walking around by us, cleaning tables, and never said anything.

After most of us were done, including all of the food from Chick-fil-A, a different worker came over to us and said, "Hey, I know you've already finished your food, but you can't eat that here." Then she proceeded to say it was a "health code violation" and she didn't want to be shut down - obviously it's not, since otherwise food courts couldn't be a thing, but okay. We said okay, thanks, and stayed while the last person was finishing their sandwich since it sounded like she was just letting us know for next time.

Then, about 10 minutes later, after we had already all gotten up and were throwing away our trash, security came over to tell us we needed to leave. Again, NO ONE had asked us to leave yet. The security guard was super nice about it, acknowledged that it wasn't in fact a health code violation and was just against the restaurant's policy, and apologized to us for no one asking us to leave.

This could have been so easily avoided by:

The worker in our area politely saying "Sorry, I know some of you have Earl, but unfortunately you can't have the Chick-fil-A here."

The worker who came over could have said, " Sorry, I know you've already finished, but I do need to ask you to leave since our store manager doesn't allow for other food here."

Anyone else letting us know prior to calling security.

If you look at all the other negative reviews on here, you can see that their customer service is terrible basically all the time. As someone who truly loves Earl, I can't come back here in good conscience for that reason. Hopefully...