Super Extreme Heros — Restaurant in Virginia Beach

I had the WORST experience with the OWNER at this establishment. I placed an order for pickup – I ordered 5 subs and two orders of French fries for pickup. When I get home I realize they forgot the grinder, instead I had 3 half ham and cheese (was only supposed to be 2 ham and cheese and 1 grinder) however, two of the subs were labeled as “GRI”. I called the store and the lady I spoke with apologized and told me to return to the store and they will give me the grinder. I asked if I should bring the subs in question back to the store and she advised me no, that wasn’t necessary. On my way back to the store, I had 3 missed calls from Zero’s! As I am pulling into the parking lot I returned the phone call and spoke to the rudest woman I’ve ever spoken to. She was immediately argumentative and was insinuating that I was just trying to get free food and “get one over on them” and I needed to bring my WHOLE order back to the store because she was the one that made it and there was “no way she forgot the Grinder”. I explained that I was already in the parking lot and the previous lady told me I didn’t have to bring the order back or else I would have. I explained I’m not turning around to go back home and drive back up there for a third time. She continued to raise her voice at me and she then disconnected the call. I called back and asked her if she just hung up on me and asked her what her name was she hung up again. I then go into the store and demanded to know who I was just speaking with that rudely hung up on me. She then comes to the counter – leans over in my face and tells me she is the owner and "what am I going to do about it?". She continues to YELL IN MY FACE; mind you I am VISIBLY 7 months pregnant. I honestly thought she was going to hit me! I asked her why was she in my face yelling and she said because I was a liar. I told her to keep her grinder that I would NEVER do business with them again and I would be sure to post this on the internet. She said “I dare you” I asked her if that was a threat and she replied with “again, I dare you”. I was completely appalled at the way the OWNER treated a PREGNANT PAYING CUSTOMER who just spent $40 in her establishment. By the time I got back home my sub which was NOT a grinder was soggy and the fries were horrible…even my kids...

Reported this establishment to the Department of Health for staff not wearing masks 10/9/20. The Owner/Manager, Jennifer, refused to issue me a refund after she told me "Oh, I didn't know they weren't wearing masks. I'll have a talk with them." There are several reviews mentioning the lack of masks/gloves used by staff, and when I called back to complain the same day, associate I spoke to never denied not wearing a mask, so I find that hard to believe. Just a quick tip: refund money of customers with a legitimate concern, especially safety concerns during a pandemic. I guarantee you the negative feedback isn't worth you keeping $20. I deserve getting reimbursed for items I had to toss due to possible contamination. It's gross. And Jennifer wants you to bring a receipt her employees never give you in the first place, along with the sub that has crossed Lord knows how many hands before bringing it back. My debit card should be receipt enough.

P.S. check out the arrogant, condescending replies from the establishment on most of their negative reviews (most of which mirror my complaint). I can assure you that's the exact vibe I got from Jennifer over the phone with the nasty "I can't help you" response. You can help me, you just refuse to.

P.P.S. (updated 10/27/20) Her reply below rings false. If she was so sure they followed CDC guidelines, she wouldn't need to "have a talk" with her staff about not wearing masks. This wack reply would've been what she told me over...

First time we went here, food was great. Second time we went there food was good but the order was done incorrect. The last time we went there and are going there theorder was incorrect. We called let them know that the food was made wrong. The lady on the phone answered and told us, could we bring it back. We said ok, we get there and they tell us the grills are off so here's a refund. No, thank you, won't be going back. I'm good. The first time you messed up I try to give grace. The second time you mess up grace is gone especially since you asked us the drive all the way up there knowing someone is in the process of coming to bring their food back because YOU guys messed up, and you still cut the grills off. Great customer service........NOT. And as usual, there's a restaurant trying to cover there behind for incompetent employees.Twice in a row, on four different sandwiches is a...