Penn Station East Coast Subs — Restaurant in Springdale

This place has AWFUL service. I’ve never written a review but after experiencing the poor service from the general manager himself - i decided to. I had ordered a pretty expensive meal - almost 30 dollars worth of food for my boyfriend and I and as they were completing the sandwiches and about to bag them, the credit card machine went down. The manager tried to process my card but it never said approved - was just stuck on processing. He proceeded to tell me that there was nothing he could do and I would have to go get cash somewhere. I thought well okay I get it but it’s 30 dollars and I guarantee my card took it it just didn’t take it on their side because their system was the one down. So I left and went to a different penn station only to realize the money was taken out of my account. As you may know.. penn station is a franchise so I had to pay AGAIN to get my food at a different location. I called the original penn station to say the machine did process my card and that I would like a refund. The general manager stated I would have to go back to the original penn station and show proof. So I did. I got there and showed him the transaction on my bank account mobile app. As he was figuring out what he was gonna do, one of the customers obnoxiously yelled “is that Whitney?!!! Yeah I ate your sandwich!!!” Not that that was relevant, but it goes to show the poor customer service and professionalism here. I’m already upset about paying 60 dollars and the workers are yelling that they ate my sandwich I paid for. The general manager called his boss and then told me I would have to wait until their system was back up to prove that I actually paid because it still wasn’t showing it went through on their side. 3 days later, I still don’t have my 30 dollars. I think the general manager here doesn’t understand the concept of customer service. That when you mess up as a company and the credit card machine goes down as my sandwich is being placed into the to go bag, that you take one hit and you just give me my lunch. After this incident, and the fact that I still don’t have my money, I will never be returning to this...

Stopped on our way hoping for a quick lunch. The 3-4 employees were standing around chatting while 1 person took out order. They did not pour the lemonade we ordered or even begin to prepare any of our sandwiches until five to ten minutes after we paid. We ordered a steak and cheese sub and club wrap, which we specifically asked for it not to be toasted or grilled. After several minutes the employee that took the order asked if we didn't want our wrap "heated up" so that he could actually wrap it. Confused, we asked that the sandwich remain cold as we had ordered. The employee then argued that "everything is in the fridge- it's going to be cold." Failing to understand what we were not communicating, we asked if we could please just have our order prepared so that we could be on our way. It's now been twenty minutes and they have just put down fries that were part of our order. I don't know if there's a lack of training or just general apathy but truly nobody seemed to care about any part of the customer service or food preparation functions involved in their jobs. In an area where there are plentiful choices for quick lunches they certainly did not seem to care that they turned us off to this company permanently with their complete lack of care or regard for customer requests, up to and including mocking the sandwich preparation preference as though it were a ridiculous request until we finally just agreed that they just make it how ever they were going to make it so that we could be on our way. If I could have given zero stars I would have done so. The lemonade was also awful. Absolutely...

Yesterday evening my boyfriend went to order us some food from your store.. We always get lettuce and tomato on our sandwiches and after calling 10 times with no answer he finally just went and ordered and waited.. When he got back with our food we realized no lettuce and tomato on either sandwich but the receipt said lettuce and tomato. When he took the food back and asked for the sandwiches to be remade, the manager told him she wouldn't remake them but just add lettuce and tomatoes to them. I know that's a health cold violation to pass food back and forth over the counter. After she refused to remake the food my boyfriend asked for the money back. She threw the food away and said "it's slow for getting your money back" which means she wasn't going to give him a refund. I had to come and calm him down because she was so rude and nasty. I have never experienced this kind if treatment especially when the store is at fault. We are already stuck at a hotel while our apartment gets fixed due to a sewer back up and to have to go through this on top of everything. I'm very upset and I need something to be done. If that's who you choose to manage your store you may want to reconsider some extra customer service training because I'm am seriously upset.. I didn't get her name but she said she was the manager.. She's African American, light skin...