PrimoHoagies — Restaurant in West Orange

Having lived in Philadelphia many years, I was eager for this chain to make its way up to North Jersey. I had been to a Primo's several times before in South Jersey/Philly and these had always been excellent.

I walked in to the West Orange store and there were two employees busily making hoagies. Neither one of them came to the registers where I stood. There were small consoles in front of the registers. I tapped on them, just in case Primo's had changed the way you placed orders via touchscreen (like Wawa). No such luck.

A large family sat idly by in the cramped waiting area. I looked around for any special directions on ordering I may have missed. I didn't see any.

I selected some hot peppers for my hoagie ($2.00 extra, sold in a small plastic container...these used to be free before). I waited about ten minutes to be attended or given any instructions.

After ten minutes I left, leaving behind the hot peppers, not to mention my craving for a hoagie.

Again, it's been a while since I've been to Primo's, but if this understaffed store with its callous disregard for customers reflects their present incarnation, then I'd rather not be bothered.

UPDATE (9/8/23) : The "owner" replied in less than 24 hours offering the standard apology and directing me to fill out an online form (see below). This is the same uniform response the "owner" has given to multiple complaints regarding service at this establishment. As service remains poor, it is clear that completing and amassing forms is not a solution to the problem.

Therefore, to the "owner" I say this: YOU GO FILL OUT YOUR FORM! I will eat elsewhere. I don't need to spend time filling out online forms just because your service stinks.

Lowering my review...

Shout out to a worker out of your West Orange Primo Hoagies, location. His name is Emont! Hope I am spelling that correctly! 😅

What can I say other than to praise a worker you have working at one of your Primo Hoagies location in West Orange, NJ. Emont, is his name. He was absolutely a joy/so pleasant to interact with. I let him know that I received an incorrect order. This was for the Italian Diablo and the previous worker added so much mayonnaise to my hoagie that by the time I got around to eating it, the bun was entirely soaked and a soggy mess. I never requested to add any mayonnaise to my hoagie.

Emont told me that he would be refunding me for that hoagie. That refund was supposed to take place within 3 to 5 business days. 5 business days past and I still hadn't received my refund.

Emont apologized and made it up to me for all of the inconvenience caused by making me two hoagies, free of charge. Now, that's what I call impeccable customer service skills!

Your company needs to keep/retain stellar employees like that for the foreseeable future! Emont is not an employee one should lose out on!

I just wanted to give a shout out to Emont and his amazing customer service skills and personal interaction. In retail, you definitely want someone like Emont working in your store! Can't praise him enough and will be telling everyone I know to go to Primo Hoagies and be serviced by the stellar/top notch employee, Emont out of your West Orange,...

This was my first time ever there and I told the woman at the register. Her service was fantastic, but the sandwich was horrible. I wish I took a picture!

First of all the sandwich was drenched in oil, so much oil that there was a puddle in the paper which leaked out onto my shirt and the car seat and that’s when I was like WTH. I literally had to pull over to eat it because there was no way to eat this thing with one hand. My hands were covered in oil from just picking it up. The bread was also soggy because of it.

There was SO much mustard on the sandwich that one bite I took was just all mustard… and to top it off the lettuce and tomato was just laying on top of this fully packed sandwich. I couldn’t even close it to bite it and ended up picking the toppings off the top by finger and eating it. The lettuce was also drenched in oil.

Too sloppy and I was not a fan at all. I’ve heard great things about this chain and I cannot agree. I’ve literally been complaining about this sandwich all day to anyone who...