We had a great time at Snafu Brewing (the beer and staff were fantastic!), but the South Philly Steaks food truck was one of the worst food experiences I've ever had.
We placed our order around 6:50 PM. The man running the truck (the only one working) even commented about how slow business was. Despite that, by 7:40 we still hadn't gotten our food though several people who ordered after us had already been served. When my boyfriend checked, the guy said there was still "one person ahead of us" and that he'd bring the food over when ready.
Around 8:00 PM over an hour later he finally came out with two sandwiches. But instead of what we ordered (one Classic and one Chicken Bacon Ranch), he handed us two Classics. When my boyfriend asked if one of them was ours, he said yes, but then immediately walked over and gave one of the sandwiches to another couple waiting. It seemed clear that he had completely forgotten about our order and just tried to hand us someone else's food.
At that point, we were left with just one correct sandwich after waiting more than an hour. He told us he'd fix it quickly, and about five minutes later brought out the Chicken Bacon Ranch we had originally ordered.
Earlier, he had offered us a refund because of the long wait, but when we asked about it after getting the corrected order, he became defensive and irate. He told us things like: "If you were in a restaurant you'd wait 30 minutes," (we had waited over an hour). and "Why would I refund you, you seem to be enjoying that sandwich just fine," (while we were sharing one sandwich because we were starving).
He also tried to guilt us by explaining that he pays for everything himself and even asked for "compensation" despite the fact I had already tipped him 20% when we first ordered. Instead of apologizing, he raised his voice across the bar, made us feel like we were the problem, and then walked away mid-conversation.
As someone who works in food and beverage, I know mistakes happen but the way you handle them is what defines good service. This was the exact opposite: poor organization, extremely long wait, wrong order, broken promises of a refund, and an worker who treated us rudely instead of professionally. read more