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| - Zero accountability and lack of concern for quality or order accuracy.
I've been going to this location for a few years and have never seen the same employee twice. The high turnover contributes to the abysmal service. Tonight one of the employees gleefully told me "It's my last day, so *shrugs*"
Let's dive into the most recent visit:
I enter the store, briefly glancing at the menu before looking at the lone employee. I shift closer and closer to the employee's sightline and he finally acknowledges my presence and asks: "Do you know what you want?"
I slowly give my order, pausing after each sandwich. He mumbles something about "cash out at the end", so I wait by the register.
Two other employees arrive in the meantime (one cleaning up the store, who comes from the back, and a woman who comes through the front door). The woman immediately takes the register, accepting my payment. She begins touching things in the prep area WITHOUT WASHING HER HANDS, and flits into the back room. The young man that was cleaning,takes over the completion of my order, while the person who took my order left to smoke outside. I was short a fry, and when I brought it to the employee's attention, he stated: "I wondered why he made so many fries."
I get home, confident that my order will be correct after spending $40 and 15 minutes in store. I asked for no cheese on the sandwich. The ticket read "No cheese". So why was my sandwich so packed with cheese that I couldn't open it? I immediately call the store, requesting the general manager's number. They refuse, but give and email address. I email the GM, to give him a heads up that I am dissatisfied. I drive all the way back to the store, with the screwed up sub and the rest of the food that was cold.
My husband asks to speak to the manager, and the guy that messed up the sandwich says "I am the manager". My husband asks for the sandwich to be corrected and to exchange the cold food for hot food. The 'manager' takes the sub THAT HE MESSED UP TO BEGIN WITH and refuses to replace the cold food. My husband asks for the number for corporate... they waste his time by giving the store number instead. Someone must have contacted the GM in the meantime, because he calls to also refuse that the order be remade hot and fresh. The GM gives the ok for the other sandwiches to be remade, so we wait for those. We left with hot sandwiches and cold fries, wasted time, and wasted money.
TL:DR Don't waste your time at this Penn Station location. They will mess up your food, give you the runaround, and leave you with a bad taste in your mouth.
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