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  • While I used to like Pusateri's (despite the high prices), I had a really negative experience that tarnished my opinion of this establishment. I went for lunch one day and ordered the spinach and chickpea wrap from their deli counter. I have ordered this wrap many times before and have always really enjoyed it. I asked for it to be grilled twice (like I always do) because sometimes I find the inside is still a bit cold if it is only grilled once as it sits in the deli fridge. The first half of my wrap was great, as usual, but after the first bite of the second half I noticed something that looked like a short black hair inside my wrap. I was a bit torn about what to do, but after deciding that I did believe this was a hair, I brought it to the cashier to inspect. She called the lady at the deli counter over to examine. This lady was trying to convince me that it wasn't a hair, but was in fact just a stringy bit of spinach. I can understand that spinach sometimes gets stringy when cooked, but this was much too fine, and was slightly curly - like a hair. Eventually this lady brought the deli counter manager over who similarly tried to convince me that it was not a hair. I wasn't being particularly opinionated, but the workers were being quite insistent. After a few minutes, the manager begrudgingly said, "I really don't think this is a hair, but I guess I'll get you another wrap if you want." I was not necessarily looking for another wrap, but an apology certainly would have been nice at the very least. This is considered to be a high-end grocery store, and to receive that kind of customer service was off-putting. The second that a customer believes there is something wrong with their food (especially if it is unhygienic - like the possible presence of a hair), the correct thing to do would be to apologize and immediately rectify the situation by offering to reimburse the customer, give them a new product, or both. Overall I am very disappointed with the service I received.
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