PrimoHoagies — Restaurant in West Whiteland Township

DO NOT ORDER CATERING FROM HERE. I placed a catering order via phone to the owner, George Lombardo, on 6/2/23 at 2:15 PM for a pickup date of 6/10/23 at 12:00 pm. When My father and brother went to pick up my order, it was not made. There was no record of my order in their system. They made the order on the spot. The sandwiches were messily made, just thrown together and it was incorrect. This catering order was for my bridal shower. The food was late and it was humiliating to have this happen infront of my 30+ guests. I went to the store on Sunday 6/11 to speak with someone about what happened. One of the employees, Sylvia, took my contact info down and told me she would have George call me later that day. I did not receive a call from him until Tuesday 6/13 at 11:43 am. I had to call corporate twice, I spoke with Jamie, in order to get a call back from him. When I spoke with him, he was extremely rude, unprofessional, condescending, unapologetic, and overall a complete disgrace to Primo Hoagies. I could not believe he was the owner. He kept saying “you want a refund for food that was 20 minutes late?” He then proceeded to ask me “have you ever ordered food before? Things happen, it was late” downplaying my situation and my dissatisfaction. And the fact was - It was never in their system to begin with, and Sylvia confirmed that. He continuously interrupted me, and made it seem like he was not interested in providing a refund, or any sort of resolution to my problem. When i told him it was for my bridal shower, he said “we have lots of events. Graduations, bridal showers, baby showers” as if my event was unimportant. At the end of our conversation he said “you know what, I’m going to give you a full refund.” And then he sarcastically wished me the best in my marriage. This man is a narcissistic, disgrace of not only a business owner, but a human being. The conversation should have gone very differently. He should have called me on Sunday like I was told, or latest Monday. He should have started off by apologizing for not only the delay in him contacting me, but also for my order being messed up. there should have been no argument regarding a refund. That should’ve been obvious. He also lied about being the one to take my order on 6/2 and blamed it on another employee stating they wrote the incorrect date down. So he admitted that there was a mistake made, and he still was arguing with me about a refund. George should be fired, immediately, so he does not have a chance to treat anyone else like I...

I have been going to this Primos for a long time and they must be under new management because my most recent experience was awful. We ordered 2 hoagies, both of which were incorrect. We called and asked if they can remake the hoagies and they said sure as long as we bring back the original hoagies. I drove back to the store with the hoagies and was ready to exchange, but the worker said the hoagies are not ready yet, and they will not allow me to exchange anymore. The worker mentioned that she took the order and heard/verified we wanted mayo and only offered to replace one of them. We definitely did not order mayo, also, the cheese was wrong on one of the hoagies too, so I asked again for both to be replaced, but they were not budging. Then I asked for a refund on the order, they said they can not do that as their manager is not available. I have never been to a store before where a refund/return could not be accommodated on top of being told many times that we were in the wrong. AWFUL...

I tried to order food from here, I understood that they were busy, but they took my order on the phone after I waited on hold. Then I told them it was for delivery and then they put the phone down and walked away and never took my information and then they hung up on me. I called back and asked for a manager and they didn't give me one, but gave me the person that hung up on me and he told me that I needed a $20 minimum. I expect when you're taking an order from someone on the phone after they have been on hold that they are the priority instead of the next person that walks in or whatever you are doing. Horrible customer service and I still never got to talk to a manager because after he was done telling me the $20 minimum he hung up right away before I could say I still want to talk to a manager.

I'm never going back to this...