American Deli — Restaurant in Stockbridge

After our conversation, I left feeling that you didn’t fully understand what happened—so I wanted to put everything in writing to be clear. I want you to know I did not contact the health department just because I received the wrong order.

This week, I placed an order for two 10-piece wings: one hot, and one lemon pepper dry. I clearly said “lemon pepper dry” more than once, and the employee repeated the order back incorrectly several times before finally saying “okay.” When the food was ready, I opened it like I always do—and the lemon pepper wings were incorrect (different flavor)

Another employee asked the one who took my order if she had read it back to me, and she said yes. I clarified again, saying I had asked for lemon pepper dry. At that point, the employee told me, “We will not remake them. Period.” My husband told her they could and should be remade, but she insisted she wasn’t allowed to.

We left and went to a nearby wing place to get the correct lemon pepper wings. When we got home, I decided to try the wings from your store and realized they were also undercooked. I immediately called back, but your employee refused to give me a manager’s contact number and hung up on me. I called several more times, but they would not answer—likely using caller ID to avoid the call.

The next day, I called again and was told, once more, that no manager was available. At that point, I felt it was my responsibility to contact the health department—not because of a simple mistake, but because I believed the issue went beyond a wrong order. It was about how food was prepared and how customer concerns were handled—or rather, ignored.

You don’t have a phone number listed anywhere, so I Googled and left a review. I’ve been a customer at your store for 8+ years. While the food has usually been fine, the customer service has consistently been poor—and it’s gotten worse since COVID. I value small businesses in my community, and I want to see them thrive. But I also value basic food safety and respectful customer service.

You mentioned no one ever complains to you—but if you check your Google reviews, you’ll see many have tried. The problem seems to be that your employees are not communicating these issues to you. I didn’t want a refund. I just wanted to make sure you, as the owner, were aware of how this situation was handled and how concerning it was to be served undercooked food and refused service or follow-up.

I’m glad to hear this was just a bad batch of wings, and that things are normally prepared properly. But I hope you take this seriously and look into how your staff is treating customers and handling issues—because taking a photo of the wings wouldn’t have changed anything when your employees simply...

This has been my go to American Deli for years but today for lunch I was not satisfied with the food. I ordered the beef Philly cheesesteak with teriyaki wings and fries combo which is what I normally order. The cheesesteak was okay but not seasoned like maybe they forgot to add the seasoning. And the wing sauce was horrible; it tasted sour like it was old. Hopefully this was a bad day for them but if I’m paying good money for something I expect to get what I pay for. I ordered two of the same meals that cost a total of $34. Food prices along with the restaurant prices have gone up but unfortunately I am seeing a decrease in the quality of the restaurants near me. Ever since COVID things have gone downhill. They don’t have tables or chairs if you want to dine in anymore. I could understand during COVID removing dine in service but now that COVID is controlled they are not offering it anymore. UPDATE: I did call and let them know that the wing sauce is sour and the person asked if I wanted to come back for a re-do. Unfortunately I couldn’t go back because of work and I had already eaten half of my meal. However, I did tell my son to go back to see if they will re-do his food. We’ll see what happens. If they remake his food and his wings are better, I will patronize them again. If not, I’ll have to find another American Deli or just make my own cheesesteak and...

I placed an over the phone order late “new year’s eve… I don’t celebrate pagan holidays so yeah). The person who took my order seemed kind of rushed but that was fine I didn’t care that much I ignored that, after she took my order she didn’t give me a total and I was multitasking so I hung up .I realized I didn’t get a total so I called back and it took a good few minutes to get a total. I should’ve noticed the big waving red flag when I gave my phone number and she said nobody has placed any recent orders… excuse me ma’am?? I was JUST on the phone and gave you my order. Nonetheless I repeated that I did in fact just place an order and she put me on hold for about 2-3 mins or more and finally gave me a total. Why did my nephew get there to pick up my order (to which I did specify I wouldn’t be picking the order up when I called and placed the order initially.. for reference it was a 50 pc wing order). Anyway, they told my nephew there was no such order and my sister had to place the order herself. This was my first time coming to American deli in years and my first time using this location since I’m not from nor do I reside in the Stockbridge area. Just unprofessional and unpleasant to say the least…first impression of this place is...