Loaf & A Pound Italian Deli — Restaurant in Westland

I’ve been patronizing this establishment since it opened and have always had good experiences. I always order the same sub each time. Friend of Mine (FOM) - add cheddar and bacon, no tomato. When we got home it didn’t have any bacon. I would’ve just cooked bacon if I had any, but I did not. Because I didn’t have any bacon and don’t like turkey sandwiches without it, I decided not to eat it and give a call to let them know in hopes I could get it replaced on next visit.

When I called Gabriella answered the phone. As soon as I repeated my sandwich and said there was no bacon, she acknowledged it with an ”Oh yeah” and took my name for next time. I got off the phone and told my husband that it made me feel better that she remembered the mistake. I was worried they would think I was just scamming.

I received a call back from Anna, the owner, and she begins by telling me I wasn’t charged for bacon, that my addition of cheddar cheese is usually extra, and I was not charged for that either. The call was confusing; it felt corrective and made me feel accused. She went on to explain that the FOM doesn’t come with bacon. I told her I was aware and that was why we wanted it added. I’m still confused because I am not worried about the charges. I’m just upset because I don’t have a lunch I can eat and enjoy. She says she is just trying to offer the best customer service possible. I told her that Gabriella had already done that. To which she responded, “Good, I’m glad my staff is giving good customer service.” (Sarcastically) She tells me she will give me a cannoli on my next visit. I responded that my sandwich is inaccurate, the young lady that answered seemed quite aware that we had asked for it, it had not be put on the sandwich, and I could not control what they rang up, clearly there was another ringing error with the cheese, and that this call wasn’t sitting well with me. She responded that it wasn’t sitting well with her either because she was just trying to provide the best customer service possible, but I was not happy with that. I told her I couldn’t figure out why she called to correct me about charges and that wasn’t my concern. She said, “If it’s okay then why did you call?” I said, it’s not “okay” because my sandwich was not how we ordered it, but I am just not concerned if I was overcharged for bacon or not. She added that the call was not sitting well with her because I was telling her how to run her business. I told her that I was not responsible for whether or not they rang up his requests. The error was not ours. I told her to have a nice day and I would not be returning. The whole time her voice was shaking and she seemed angry. She seemed defensive right from the moment I answered the phone. It is clear she was defensive because she called to tell me they had not made a mistake and seemed pissed that I thought so. I thought she was calling to further apologize. I never dreamed the call would go like this. In all fairness, by the end of the call, just before I ended it, she had offered to remake the sandwich. By this time, the scolding and corrections just made me not want to go back.

I have managed in the customer service industry for most of my adult life. Often the experience is the complaint, not the charges. Sure nobody wants to waste their money either, but it sucks not having what you took time out of your day to get. If I know someone’s side was missing from their meal, they could not enjoy it with their family, had to do without it, or had to be inconvenienced by returning to get it replaced…I absolutely offered to replace the meal not just the side. In this situation, I would’ve been understanding if I called back and they didn’t remember him asking for it and I wasn’t charged. I feel bad leaving this review, but I do hope that Anna understands that everything in service isn’t about money for the customer. It was offensive that she behaved...

This review is long overdue. Long overdue.

I discovered Loaf & A Pound close to two years ago, just seeing the sign while driving down Ford Road. I am so glad I saw that sign! walked into the place, and they had an amazing, and hilarious menu for their subs. They are fantastic as well. Honestly, the subs they prepare are second to none. Here's the thing though. It's not just the food. It's the atmosphere. It's the way they all treat their customers. They treat you like friends the minute you walk in, and pretty soon, because the food WILL make you come back, they treat you like family. When I walk in these days, I am greeted by my name, which by the way is Bryan, not Jack. Jack is my alter ego. LOL I guess that the point that I want to make, is that you'll love the food, and that will bring you back, but the biggest thing for me, is that I love seeing everybody, chatting about our life happenings, and whatever, and I get to go home with an awesome meal, purchased from a local small business. And let me tell you, I have chatted with folks at the counter, and everyone I've ever talked to, says Loaf & A Pound is their "go to" place for lunch. I have my favorite subs, they are written on a piece of paper, exactly how I want them, and at this point, they already know what I want, but I always whip my piece of paper out, just for fun! It's been in my wallet for as long as my driver's license has been there! LOL To the wonderful women who run this place? I love you all to the Moon and back! It was great to see you today, and I'll be coming to visit as long as I keep waking up on the Green side of the...

I finally stopped in & all I can say is WOW! I love this place. What a difference you taste compared to the chain sub shops. The bread, meat & cheese were so fresh. I also got some parmesan ranch chips, yummy! The desserts.....so so good!! If you're a die hard sopranos or mob movie fan like me, you will appreciate the sandwich names as well. Huge selection of sandwiches. Can't wait for my next day off to go back.

Update: I wanted to try something I hadn't had before. The employee (who by the way was very nice) recommended the dirty Giuseppe. Italian roast beef, fresh mozzeralla, pesto & balsamic. SWEET JESUS!!! It was OUTSTANDING! it came on soft italian bread & it a hot toasted sandwich. The bread perfectly toasted around the edges. I've been there a couple of times before & usually order the popular subs (italian, ham & cheese, etc....) which are as equally as good, but I think the dirty Giuseppe is probably the best sandwich...