Capriotti's Sandwich Shop — Restaurant in Riverton

UPDATE to my review as of 6/192025 I received a response in my email from capriotti’s after they request requested that I respond to them via email below this review. I responded to the email listed and also to their corporate email days ago. On 06/16/25. I received an email in my spam folder requesting I create a login and sign into view my ticket for this review, upon doing so I logged in and create an account which shows that it’s for employees and other people and I was able to view my ticket and make changes to it lol this is the strangest thing I’ve ever seen. I have no idea what this place is doing, and I don’t think they do either. 🤣🤣🤣🤣 I added a screenshot to my photos of the login page where I can edit my ticket 🤣🤣🤣🤣🤣 I have still not received any actual communication from a person at Capriotti’s other than this login information to view the ticket and make changes to it.

We actually have been to Capriotti’s a few time and we really enjoyed them when we’ve eaten there and we enjoyed them when we were in Las Vegas. It had been a while and they had a special on so we decided to go there last night. We ordered the special that they have it’s a Cheesesteak BLT. My husband wasn’t very hungry so he ordered a 5 inch and I ordered the 8 inch. It said that the sandwich came with beef cheesesteak, mayonnaise, lettuce, tomato, and bacon. We did not make any modifications to the sandwiches, when we ordered. The bag felt like air literally it was so light. I thought they’d forgotten a sandwich or give us the wrong order. No, it was two sandwiches. I also asked my husband when he went in to get me some peppers, I forgot to have them put on my sandwich. He said oh my wife wants peppers, but I can’t remember if she wants hot or sweet peppers so he said can I get some of each? The employee just put both in the same cup, which did not solve the problem at all. The sandwiches themselves were absolutely dismal. I’ve never had a worse sandwich at a sandwich shop ever. I took pictures of the sandwiches, they had no mayonnaise. My husband’s had two 1/2 slices of tomato on his, mine had one and a half and they were small tomatoes slices cut from a Roma or Campari tomato. The cheesesteak was grilled flat, layers together, the cheese melted into it. There was absolutely no flavor and the meat was dry. Each had one or two slices of bacon down the sandwich, and a few pieces of lettuce. I do have pictures of these disasters. We did not go back to complain, as we were pressed for time, but I definitely will not go back to eat there again either. We always love Jersey Mike’s and this just brings home the...

Okay here’s my dilemma. I LOVE Capriottis. The hot Bobbi is one of my fave sammiches of all time. But I’m struggling to want to ever go back.

We ordered dinner about 6-8 weeks ago (2 hot Bobbi’s, and a couple of cheesesteaks) and not ONE sandwich was correct. The Bobbi’s were cold (and not just had cooled off in the 10 min drive, but like, were never heated up at all), and both cheesesteaks had ingredients on them that we had requested to not be on them, and were missing ones we had ordered, making them inedible for my picky/allergic eaters.

I immediately tried to call the restaurant - almost impossible to find a number, btw. And no one answered. I tried about 4 more times and finally left a message asking for someone to return my call. They never did. I also sent an email (with pics and the receipt) to the address for “questions and complaints” that was on the receipt. I got an immediate auto-reply saying they had received it and I would hear back from them in 2-4 business days. The next morning I got an email telling me they had “opened a ticket.” I waited about 10 days and heard nothing, so I wrote again asking for someone to please get in touch with me. Nada.

Another couple of weeks go by and I send one last email gently, but firmly asking for some help to resolve the issue. It’s now been almost 2 months and I’ve never heard a thing. I get that it’s just a few sandwiches and we spent like, $40, but cmon. Moderately disappointed in the initial mess up (I get it, it was a Saturday night, they’re staffed by a bunch of kids, etc…) but even more so in the total lack of response and/or customer service.

EDITED TO ADD: They have gonna above and beyond to make this right. While the initial situation was frustrating, as well as the lack of follow up, I’m am 100% I pressed with the way it was handled and will go back asap. Mistakes happen - how you handle those is what makes for...

UPDATE: We never did get our order but the owner found our review and called us today. He was willing to do whatever necessary to make it right and keep us as customers and was very receptive to feedback so he can make improvements at this store. All we were looking for was someone that indicated they cared about the customer experience and he did that today. We'll definitely be giving them another shot and we hope his employees will represent him better in the future!

The food is good but accuracy and customer service are really lacking. We've ordered 3 times and all 3 times the order was incorrect. 2 were delivery and one was take out. The first two times we didn't say anything. The 3rd we called and they just acted like they weren't concerned with our business. They just said that if we ever decide to come back they'd give us a couple free sandwiches, they didn't attempt to fix the problem. They did call back later and said they'd found our order and the driver picked up the wrong one and that they'd see if the driver would come back and get it and deliver it..... still waiting. I understand some of the issues may be the restaurant and some may be the delivery service, but it was the fact that they didn't really seem concerned with making it right that was upsetting. Especially since I told them it was the 3rd time. They have a contract with the delivery service, they need to figure out how to get orders right and how to correct orders if they aren't rather than putting the burden back on the customer. The restaurant just said to call the delivery service. The delivery service just said to place a new order and see if the restaurant would refund the first one. Neither made much of an attempt to actually resolve the issue. We'll see if the correct order...