Capriotti's Sandwich Shop — Restaurant in Rancho Mirage

We went here a few days ago and got hooked on the American Cheesesteak sub. Service was great all 3 times, prior to getting Ilene yesterday, a very unhappy manager. I don't need to describe her you, will know who she is when you encounter her. She is the manager, but does not help her crew. The other day we watched her stand back, while the employee up front was on the phone, and there was a line at the register. She did not pitch in to help. She stood there looking disgruntled. She looks so unhappy as if there were 10 million other places she would rather be.

I took my girlfriend there for lunch yesterday and Alexander was working the order counter. He was amazing! Matter of fact, all the males working yesterday were so friendly and helpful.

I told my husband, since we enjoyed it today so much, he should stop by and bring those subs home for dinner again... so he did. This time, Ilene was actually working the order counter. I bet she wasn't happy about that. My husband said she gave him grief over what type of peppers they had compared to how he specified. He said mild. She snapped and said they don't have mild, they have sweet. Ok sweet is mild unless it's spicy....hello. So she decided to give us hot instead of what we ordered? She decided that she didn't need to fulfill our order correctly with mild because he didn't say sweet. Really?? I was there earlier and Alexander, who is not a manager seems to know his peppers and what mild is. All the other employees that helped us with the orders, knew what mild was. My husband just tried to deal with her attitude so he could just get home. We opened the subs and started to eat. After the 3rd bite my mouth was burning. My husband has stomach ulcers and stated to get sick. I believe she purposely sabotaged our subs for whatever reason. I don't know the full extent of her issues, but when someone has dietary restrictions, spiking their food with something they can't have is malicious. So we wrapped them up and drive all the way back. She was still there. Then she had the nerve to say that we asked for hot peppers on 1 sandwich and then argued several times with me, that my sandwich was sweet peppers. Well my mouth is on fire, so if you don't believe me take a bite yourself from the other end of the sandwich. She did admit to making the sandwiches. She picked up the bag and looked at one sandwich and stated that those were sweet peppers inside. Wow! Then she thru them away. She said she would remake the 2 subs, but since we didn't know the difference between the peppers, she wouldn't make it with any peppers. What??? I know what I want. Perhaps you need training in hot and mild peppers. To go a step further, I think you need training in customer service and being friendly and learning to smile. We know what we wanted. Then she called the owner, Ryan, and lied about us wanting a full refund. You can lie all you want and distort what the conversation really was, and how you argued with us and spiked our meal, but that is not what happened. All we wanted was 2 mild pepper American Cheesesteak subs. The only difference was the size. What is so hard about that? Alexander got it right and 2 other times we went there, those employees got it right. Perhaps this isn't the right job for you. So we walked out, no subs and no refund. I emailed Ryan, the owner, directly after our visit and still no response from him. No apology, no questions, and no response at all the next day. I can see that customers don't matter to him, either. Maybe that's where she has learned her behavior from. No good service -equals= no sales because customers don't want bad service and food they did not order.

Update... meal was refunded after we...

Hi Capriotti’s Team, We’re big fans of your food — seriously, we look for Capriotti’s wherever we’re working across Southern California because we love it that much. So it’s a real bummer to write this note, but we wanted to let you know about a rough experience we had at the Rancho Mirage store on Friday, June 13th. We placed an online order for pickup (Order #35943914065756162 ). I sent one of my employees to grab it at 12:15 PM — the order was supposed to be ready by 12:21. He ended up waiting two full hours and never got our food. Not only were we starving and on a tight schedule, but we also lost a lot that day: $66.45 for food we never received $70.00 in labor costs for my employee who waited 2 hours doing nothing $115.00 to feed our team of four somewhere else (Tony’s Burgers — not bad, but let’s be honest, not Capriotti’s)

The Rancho Mirage staff said they’d refund the order, but nothing has come through yet. All in all, we lost out on time, money, and — worst of all — the awesome lunch we were really looking forward to. We’re not trying to come down too hard — we’re just disappointed. We genuinely love Capriotti’s, and we’d really appreciate it if someone could help make this right. Thanks for...

Stumbled onto this sandwich shop after visiting my bank next door. It was very crowded and I should have left right then but I figured “this place must be really, really good if this many people are here”. Learned after I ordered that the place had only been open a few days! Ordered their classic Pastrami sandwich and then waited 40 mins to get my sandwich! It’s a sub sandwich! It shouldn’t take 40 mins to make a sub sandwich. They had orders lined up on the counter. Fries were getting cold waiting for the sandwich to be made completing the order. Phone orders, internet orders, in person orders…all waiting to be completed. It was chaos. My sandwich was pretty good, albeit missing the slice of cheese that was supposed to be on it. $15 for an 8” sub was certainly no bargain. I’ll try it again when they’re not so busy and employees have settled into how to properly make the various sandwiches. To their credit, all the employees kept their cool and just kept plugging along. It was definitely a stressful environment with customers filling every square foot of floor space waiting for their...