Penn Station East Coast Subs — Restaurant in Sunset Hills

From reading the reviews it seems the attitude & attentiveness of the workers at this location is a pretty consistent issue. I’m writing this review bc this was my first time at Penn Station & the horrid customer service ruined the experience.

I’m not sure what was up with ALL THREE of the members of the staff when we stopped by on Monday night, but we were met with sighs, eyerolls, & irritation as soon as we came in which continued on throughout the experience. When we came in, the employee I assume was Samantha flat out ignored us while the other 2 employees just started at us from behind the counter. We just stood there awkwardly until Samantha finally finished rolling up the doormat & came around the counter. My boyfriend & I are rather quiet so we didn’t ask what was going on until later— & when we did all we asked was what time they closed, thinking maybe we’d accidentally come to the location that closed at 9 versus 10 (we arrived at 8:50pm). But no, we were told by an employee that actually close at 10pm but they typically try to close an hour early so that they can catch their bus on time…. & presumably now they couldn’t because we came in?? They then made our sandwiches wrong— which we would have never known if they hadn’t told us our sandwiches were made wrong & looked hopeful we’d say it was fine. We just confirmed how the order should be & immediately regretted it bc the 3 employees became even MORE so PALPABLY annoyed that we didn’t just accept the sandwiches made incorrectly lol. Like wow! I don’t know what all this was about but lord what a way to try Penn Subs for...

I want to preface this by saying I used to work at this location. Customer service has seriously gone downhill since then. My orders have been messed up, I’ve dealt with unfriendly staff, and when my orders are right the quality is substandard (no pun intended). Tonight was the last straw. I called in an order and was told 15 minutes. A full half-hour later I walked in(I know Tuesday nights are busy there and I wanted to make sure my food would be ready when I arrived).It was apparent that the oven was broken, but sandwiches that hadn’t gone through the oven were still being served. Having worked there, I know that a lot of the cooking instructions for sandwiches are hinged on them going through the oven. I waited at the second register for ten minutes before being addressed by a woman in a maroon shirt (tell me she isn’t the manager). I told her my name and she flippantly said they hadn’t even started my order yet. No apology, no offer of a coupon for next time. She didn’t seemed to be concerned about me as a customer at all. I felt more like a problem than a person to her. I told her to cancel my order and I left. I know things happen, and I wasn’t even upset that my order wasn’t ready. I was upset about how this woman handled the situation. I’ve been in customer service for over a decade and I would never treat a customer like that, whether I was hourly at a sandwich shop or managing my own retail store. There are Penn Stations closer to where I live, I’ll be going to them...

It takes A LOT for me to leave a review on pretty much anything, but after today's experience, I've had enough. I truly do like Penn Station, I've eaten here for years, but I've stopped ordering online for pick up because they are guaranteed to mess up my order. So I figured this time I would just order at the counter so maybe the staff would care a bit more, anything to get the correct order for once. I'm the only one there, I walk up to the counter, and the guy is just standing there staring at me like I've just ruined his entire day, not saying anything. BTW I haven't even spoken yet and it's hours before close. He takes my order like he's super mad at me but i do not know this person and i am very nice. I go sit down, then he proceeds to bash the company to his coworker talking about how he's underpaid and isn't appreciated while they're making the food. They finish, bag up the food, then the bag breaks and all of the food falls on the floor. He started making new fries and then just picked up the wrapped sandwiches off the floor and put them in a new bag for me. He then tried to add the fries to the bag with the dirty sandwich wrappers before I intercepted and asked him to please not put the fries in with the floor sandwiches and to get a new bag. Then he forgot my lemonade and looked at me like I was lying when I asked him to grab it. Absolutely unacceptable and definitely against...