I've eaten here many times in the past during lunch. Typically the customer service is okay, food is good, but wait times are way tooo long. Today, I decided to order the Eggplant Parm sandwich. Because I don't do white bread I asked if I could it on wheat bread. We only have one type of bread here--white. So diverse. One of the specials was a fish sandwich with French fries so I asked if I could get fries instead of chips. After checking with someone behind the counter, the server said, "No, we do not substitute." I should have left at that point, but my lunch time was ticking down. I ordered it anyway.
Surprisingly, the food was delivered pretty quickly. The sandwich was good, but the chips were only okay. I didn't finish them.
So a breakdown: food and service (4 stars), other nonsense with only having white bread and no substitutions (2 stars) = 3 stars.