Penn Station East Coast Subs — Restaurant in Truro Township

Here is my awful experience in detail: I ordered 2 subs and fries for me and my two young children (4 and 2) online. We arrive, my order was announced by the general manager. I stand there for about 10 mins holding my 2 year old in my arms with my 4 year old standing next to me, after 10 mins I sit down.. I arrived 5 minutes after my subs should have been down so its 15 mins past the pick up time now. After 5 minutes of sitting down I stand up to ask if I was at the right store, he looks to check... yup, I'm at the right store, my subs were just sitting there for 15 mins next to them the entire time! So I stand for another 5 mins at the cash register wondering why I'm not walking out the store with my food. After I ask, I am told they have to drop more fries in for my order (they had been giving out the fries they had to orders that were placed behind me.) I'm upset at this point, my kids are hungry, I'm running 20 mins late by this point. No apologies from the 2 workers there who could not see 2 large subs sitting next to them for over 15 minutes, as if they wanted to ignore that I was even there. I ask for a refund and they grab the general manager who was working the front of the line. He said "sorry" and takes down my information to refund my online order (he said he couldn't give me a standard refund because I ordered online.) I am told the money should be back on my card by the end of the day. So I leave the store, WITH NO FOOD and two hungry children, and running close to 30 minutes late by now. They didn't offer me anything for their bad service or their mistakes.. they probably ate the two large subs I ordered after I left (common for fast food places with extra food) I check my bank statements online after 5 days (today) and there still was no refund. I drive back to the store and walk in. I tell them I never got my refund. The same 2 workers are in there, one says "oh you're the guy who got the free subs?" And I say "No I am not, I wasn't given anything, I left here without any food." But of course he knew I didnt leave with them! Those 2 large subs were left there and we all know what happens to "mistake food" in the fast food industry, it gets eaten by the employees! Anyways, they tell the GM who was in the back. I wait 10 mins in an empty store for him to come talk with me. He tells me that his boss never got back to him about my refund... from 5 days ago! So he said he would just give me a refund right now (which he claimed he couldn't do before!) Also this means that for 5 days he was aware that I never got my refund even though HE HAD MY NAME PHONE NUMBER AND EMAIL. He offered another simply "sorry." Didn't seem to care at all much. I wouldn't recommend eating at Penn Station, especially this location on 256 in reynoldsburg! The most ingenious fast food...

So let me start by saying I like Penn Station generally. In fact, we live in an area that doesn't have any, so when we travel back to where they do, I often make a point to have a meal there. This experience was subpar and disappointing overall. The good: 1) the staff was able to accommodate my request for cheesesteak innerds over fries (I sadly can't eat the bread anymore since discovering a gluten sensitivity, I used to LOVE Penn Station bread.) 2) There wasn't a wait. 3) The fries were good.

The bad: 1) The back of the chairs were distinctly sticky and left a residue on my hands after handling them to seat myself. 2) The mushrooms for my cheesesteak were not cooked, mostly raw. 3) the lemonade tasted a bit off, almost a little bubbly like it might have just been starting to ferment - I have had Penn Station lemonade many times in the past and have never experienced that before. 4) the staff did not give us drink cups for awhile, we had to ask for them despite having ordered drinks 5) my husband's sandwich was not toasted very long, leaving the bread gummy and somewhat soggy. The toppings were also not very generous, quite a bit less than expected from past Penn Station experiences. 6) Restroom facilities, both men's and women's, were subpar. In the men's room, the toilet was not anchored to the floor and would rock back and forth when sat upon. The toilet paper dispenser was located very low and close to the floor, below the level of the toilet and the spinning mechanism was extremely tight, making obtaining toilet paper a fight. Floors in both restrooms and it seems even to some extent the restaurant as a whole were sticky. We aren't sure if this has to do with their cleaning products choices / dilution ratios, but it leaves a feeling of the entire place being dirty, though it looked clean, but when your shoes stick to everything, we question cleanliness. Overall we do not recommend visiting this location based on...

check for the handprints on the TV top right corner / fingerprints all over the screen - they have been there for years. thank me later

This place is filthy. The customer service is trash. The only reason people would come is for the food, because Penn station as a corporation has a food menu / flavor profile that others don’t: that’s the only reason people would come here. I don’t go here often, maybe a few times a year at most. Each time is is incredibly dirty.

2 visits ago, I walked right out after waiting several minutes to be helped by someone.

My last visit, waited again for about 3-4 minutes, after waiting 1-2 mins to be acknowledged- you should acknowledge the customers as they come in, it’s not difficult. Again, the place was sticky, dusty, etc - even sitting down felt super gross. Waited forever. They didn’t have my side toppings of lettuce and tomato. I asked for them. Of course, they seemed put off - and rather than even f’ing replying to me politely asking about it, I don’t even get acknowledgment. Instead they bark an order to their co worker to do it - co worker does it, then the barking lady UN-DID it because she wanted to use different to go containers. The girl she barked at made a nice bed of lettuce w tomatoes in a flat container. The barking lady instead crammed 30% of it into small f’ing sauce cups. What a dumb thing to do, a rude thing to do, an egotistical thing to do. It wasn’t wasteful, instead, this person wasted more containers. Every nuance of the visits here is so f’ing frustrating, I think I’m done. At least this location. I’ll go to the OG places that know what they’re doing. In 2010 this place was good. It hasn’t been for at...