PrimoHoagies — Restaurant in Philadelphia

The hoagies are great. NEVER ORDER DELIVERY. We ordered hoagies for dinner for us and our young kids, eta 1 hour. Fine. An hour and 30 minutes later we call, the employer says the driver left 20 minutes ago and has 10 orders (!) to deliver. We’re all hungry, our kids are screaming, but fine. 2 HOURS later, we call again, they say it’ll arrive in 30 minutes “maybe”. It’s now late, we have to cancel our order. We ask if delivery and the ETA given are at all real, they say “it’s wrong more often than it’s right.” They actually said that! We live about 10 minutes away and could’ve easily done pickup if we knew the delivery time estimates were a complete fraud. Again, we like their hoagies, but their “delivery” option is fundamentally broken.

UPDATE 5/4/22: After posting this, Primo’s ownership and management followed up to apologize and make amends, which they did in addition to a refund. The fateful choice to order delivery (through the location itself, not Doordash or UberEats or any other delivery outsourcing) still ruined a Friday night for our family, but I’m at least impressed by their customer service and follow up. Their hoagies have always been sublime, so no issue there, I just...

The owner really need to train his staff on how to deal with the public. The female working the register at 6:45pm on 3/4/2024 is not who you want representing your company. I placed an order and my paid for my food. This person put the order in the system wrong and I was charged 20 dollars more than I should have. I brought it to her attention and her way of fixing it was to tell me to" come back tomorrow or just take what I put in the system". I'm sorry, but I'd rather have my refund. Her response than was " Well again, you will have to come back tomorrow or take what I put in the system, because I don't know how to refund. She than became angry with me for her mistake and was super rude about it. Maybe if she wasn't having facetime on her phone with her kids she'll be able to focus. Sadly, everyone there last night had no training on how to deal with the public, because someone should have calmed her down and helped her. I videoed her actions because I didn't want her to say I met her with negative energy. Even with this Primo Hoagies is close to me, I'll never step foot in that...

I hate leaving bad reviews, and I love Primo’s, but I can’t, in good conscience, recommend this location. On multiple occasions, regardless if it’s through Grubhub, their website, or pickup, my order gets messed up. Whether it’s missing drinks, sides, or sandwich ingredients, something keeps going wrong. This last time, our sandwiches had all of the toppings switched between them, and the requested extra meat wasn’t there. I can understand the occasional mixup, but it’s too consistent, and it’s a shame because I’m a diehard Primo’s lover. I can even get over the fact that this location’s hoagies are always smaller than those of any other Primo’s while the price is still at a premium, but the errors have to go.

Please work on your service - the food is spectacular but the mistakes impact the...