| rev:text
| - You know, I used to really like this place. My previous review was 4 stars. They had a couple of good subs, but that quality has hit the fan in the past year.
I've made two to-go orders recently and they were BOTH messed up. Each time, I ordered a salad w my sub and didn't receive it. The first time, I was reallllly craving a salad and they forgot it - it was late and I was hungry, so I actually went back to Santisi's to get my food - a 40 minute round-trip from my neck of the woods. This second time, hungry and fed up, I was not willing to drive back to Santisi's to have them fix their mistake. So, I called to speak to a manager.
Johnny, the manager, told me that he would issue a gift certificate. I explained that this was the last time I'm going there: it's a far drive and this is the second time they've messed up a simple order. The subs aren't even what they used to be. (Unless you LIKE soggy bread under your meatballs, of course.) I just wanted the cost of my sandwich refunded (the salad comes w the sandwich) to the card I used. Either ignoring my point or just not caring, he told me that I would have to drive to Santisi's to get a refund, because they needed to swipe my card and could not take the numbers over the phone. Baloney, anyone? Johnny just kept repeating policy until I got more and more frustrated with the fact that, again, it's MY responsibility to incur gas costs and take ANOTHER 40 minute drive so they could fix a mistake THEY made -- for a SECOND TIME!! Finally, Johnny put me on hold while I was mid-sentence. Really?!?! I am apalled - and piiiiiissed!
I thought this situation was deplorable and maybe an owner would care to hear about their dysfunctional kitchen and worse management. WRONG! I called to ask for the GM name, was not given a name, and put on hold for over four minutes. Finally, Toni Santisi and I speak and not only does she deny Johnny put me on hold mid-sentence (the customer is always right, right?!) but she barely lets me get out a complete sentence and talks over me the whole time to end by insulting me. She said she cannnot issue a partial refund, but she can void the entire transaction in order to have my husband and I never set foot in her dirty bar again. I'm sure she won't issue a refund because - surprise! - they never took our name when we ordered on the phone. Way to run your business. Besides, that was decided when I came home and you screwed my order up for the SECOND TIME IN A ROW.
Now, don't get me wrong, I will go out of my way for exceptional food (I'm talking to you, Capriotti's sub shop on Mill), but I will NOT go out of my way to have so-so food from a place run by monkeys.
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