I will start by saying how excited I was to order food today from here, as I don't often get enough time during my lunch break to go pick up from here. I work at a school, so the few of us in my office ordered together. 2 orders were under the same name (one was already paid for by card, and the other was a cash order, 4 sandwiches altogether), and the 3rd order was a single sandwich and soda. When I arrived I told them I was picking up 2 orders under the name Ashley and one under the name Devin. One was already paid for with card, so I paid for the other two with cash.
Fast forward 15 minutes, I'm in the office handing out sandwiches and we realize that we only have 4 of the total of 5 sandwiches. My boss and I ordered the same sandwich, chicken, goat cheese, and avocado on an everything panini. (she paid by card, I paid with cash). Unfortunately for us, one of those were the missing sandwich. Now, regardless of the fact that we both paid for our sandwiches, and the fact that it was technically hers that was left behind (the one paid for with card), I obviously wasn't going to tell my boss I didn't have her sandwich, while I kept mine and ate in front of her. So out of us 5 I am the only one who did not eat.
My coworker called the store immediately, and we were told that our only option was to come and pick it up. To be further inconvenienced by a mistake that they made. My coworker mustve thought I would be okay with that and hung up. When she relayed the info to me, I most definitely wasn't. I didn't pay an hour of minimum wage for a sandwich that I didn't receive due to a counterpersons error, and on top of that to be expected to leave when my lunch break was nearly over, use more gas to drive there, like, it was infuriating. You messed up, you send the driver to bring the customer what they paid for. I am not a paid employee of panino rustico, it is not the least bit my job to supervise the counter person and make sure they packed up all my food. Thats what i paid for, and thats what theyre being paid for. So I immediately called back and a woman answered the phone, I explained the problem and she put me on hold. Then another woman picks up and says "thanks for calling, how can I help you?", I assumed that they answered me by mistake and asked them why I was transferred to another person, and I was told that the first girl was new. (Mind you, this entire time she sounded very fresh and disrespectful, like I am coming out of the left field asking for my money back.) I told her I didn't want the food, I didn't have enough time to go get it, but that I just wanted my money back. Because I didn't get a sandwich, and I paid cash, so I asked her how exactly would I be receiving my refund, to which she replied that since (techincally) the one that was left there was paid for by card, that was the method of refund. Doesn't do me much good because, again, my boss paid by card, and she ate a sandwich because I can't eat while my boss doesn't have food. So NOW I have to wait for my boss to get my refund to her card, and to have her order my lunch someday in the future, if she even remembers that she owes me.
The ONLY reason I even considered giving two stars rather than one is for the kitchen staff. I am only this angry because that chicken and goat cheese sandwich is one of the best things I have ever tasted. If only they would the same amount of effort that they put into finding kitchen staff for their front of house, whom, at least today, we're certainly lacking in professionalism and accurate service.
Will I be coming back? Possibly in the future, which by then the very young counterstaff will be better trained, or better yet, rotated out for new employees.
I can only review the service, and not the food as I obviously didn t get to eat anything today, but boy did it smell great, sitting in that office with four people eating around me, while I drank my bottled water. read more