Penn Station East Coast Subs — Restaurant in Pittsburgh

I used to come here often. They made a few mistakes, but they were always polite about it. It did happen enough to make me worry that I might have an issue if they're busy since I have a timed lunch break, though.

I started going again recently, and had some very mixed experiences. In three visits I had one very good experience, and two negative. I managed to get an order that was fast and accurate and the food was good. Unfortunately there isn't much more to say about the good experience.

The other two times I had mistakes, one time I received a sandwich that was not what I ordered and another that had the wrong toppings.

The first mistake was resolved perfectly, I phoned in, explained the mistake, was told "Yes, we did realize what happened." Staff apologized and asked me to bring my receipt in later today. They refunded the sandwich, I kept the fries. Since everyone was polite about the mistake I didn't sweat it.

The second mistake was very similar. I got the wrong toppings, phoned in, and explained the mistake. I was told "Yes, we do see what happened there." I asked if they could refund the sandwich if I brought the receipt in later today. I was told they could not do that this time, and they offered to remake the sandwich or send me some coupons. I said no thank you, I do not want to return for a remake, and do not want coupons as compensation.

When I asked why they could not simply refund me as they had before I was told they had to do this because I might be lying and it was their policy. I don't understand the lack of consistency here. I had already heard confirmation from staff acknowledging that they realized the mistake.

Whether it was an entirely different sandwich or the wrong toppings I think the resolution should have been the same. What if this was a dietary restriction or allergy? This was not the sandwich I paid for, a refund is a fair ask. I insisted upon a refund and eventually was told they could give me one if I returned the food, so I did. I'm certain they just threw it away, too.

I spent the rest of my lunch break bringing back the food I had purchased. I deeply value any establishment that can make an order quickly and accurately, because of my timed lunch break. I will remember this interaction and will not be returning.

I worked for over 14 years in food service at a similar competitor. I wouldn't dream of giving customer service like this. Again, what if this involved a dietary restriction or allergy? Getting an order right has always been black and white in...

2p. so not high lunch time rush. 6 employees behind the counter...I ordered plain turkey with provolone cheese. Guy behind counter asked if I wanted mayo, mustard, or honey mustard. I said No Mayo, no mustard, no honey mustard. Plain. Nothing on it--just meat and cheese please. He asked if I wanted it toasted. I said no. What did I get after about 10 minutes? Yup.a toasted turkey, & cheese, with lettuce, tomato, and MAYO. No wonder it took so long. (only one other person in front of me). I returned w/in 5 minutes after leaving once I realized it was wrong---I told the staff I just want meat and cheese only on bread. The girl who made it the first time now took my re-order and asked if I wanted it toasted. Again, NO--2nd time I got a Toasted turkey and cheese. Progress! :). While eating it I thought the turkey tasted funny...it was cold, yet, the cheese was a smidge melted, and bread was warm/toasted. But the turkey just tasted not right, sorta funky. I was thinking, I do not need to get sick from bad turkey--So I took it off and had a grilled cheese with a soda for $9.07. I will not go back--6 employees behind the counter, was not rung up right, not made right 1st time, not made right the 2nd time, a manager told me I need to order the Dagwood (custom). Gee, when I order a turkey and cheese and say, nothing but turkey and cheese...thought I did--told her it was my first time here...but was very specific on--Meat/Cheese Only and when you asked mayo or mustard--again I said NO to any condiments or toppings, yet, I got all that stuff. Not worth 10 minute wait for messed up sub and then had to go back and return it, and wait again for the re-make to be wrong with it being toasted, How does the girl who takes my order, then proceeds to make it--ask me...toasted or not and you say NOT--she forgets in 5 seconds and sends it through...

Let me start off by saying that the customer service at the Centre Ave location was top tier 👌🏽. An employee on break even held the door for me as I was going in. The young lady at the counter greeted me immediately and had my online order ready to go. I have nothing but 5 star plus ratings regarding their level of professionalism and customer service. These people were so friendly and polite. I ordered a steak salad, extra meat, extra cheese. I was in a hurry and left without checking my food (my mistake). The salad details when ordering say it comes with lettuce, tomato, onions etc, I opted in for the extras (meat and cheese) as well as sautéed mushrooms and banana peppers. I paid 15 and change and I don’t ever complain, but when I opened up my salad, there were no tomatoes and what looked like a single serving of cheese and meat over shredded iceberg lettuce. The “extras” I paid for looked to be MIA. I was so hungry that I went ahead and ate it and the flavor was amazing, but portions lacking. Always check your food and ask questions, if any prior to leaving a restaurant. I would definitely go back because these folks were working hard, customer service on point and the flavor was good, I would just be there and wait to have them make my food then and there so that I could verify...