Boriello Brothers Complaint - The answer the manager gave me.

Review by Skye on 2010-08-17
COLORADO SPRINGS, COLORADO -- Tonight my husband and I, decided to order subs for dinner. He ordered a sandwich, called, Uncle Sonny, which consisted of Sweet Italian sausage with sauteed peppers, onions, sauce and mozzarella. I ordered a Jimmy the Neck, which is a chicken parmigiana sandwich. We were told we would have our order in 45 minutes, since we chose delivery. Our food arrived in 45 minutes, as they said it would. My husbands sandwich was ok, he enjoyed it. I however, received a skimpy chicken parmigiana sandwich, with exactly 4 tiny strips of chicken, all burned, along with a sliver of mozzarella cheese and a no more then a tablespoon of what they consider sauce.

We called them back, and I told them the sad condition my sandwich was in, and I would like a new one. The manager told me, all their chicken parmigiana sandwiches are made the same, and all the chicken for the chicken parmigiana sandwiches are cooked the same, on a certain heat setting. I told her that I understand she did not make this sandwich, but I know what a chicken parmigiana sandwich should look and taste like. This chicken is burned and rubbery. Apparently they tried to toast the bread, which is also burned. Here is the best part, her exact words to me were, "If I don't like the way they make their chicken parmigiana sandwiches, then maybe I shouldn't order them". What kind of answer is that from a MANAGER? I stayed calm, and said well we do enjoy their pizza and have ordered sandwiches before, which were fine, but this sandwich I cannot eat. She asked me if she should have another sandwich sent out, and that she would personally see to the making of it. I thought about it, and decided yes, I would like that.

And now 20 minutes later, a new chicken parmigiana sandwich arrived. The difference is night and day. The new sandwich looks fresh, is warm, has mozzarella cheese melted through out the sandwich, along with sauce. It looks nice, and I had my husband take a bite, first! They did take care of the problem by sending me out another sandwich. I do however feel, the managers answer to me about not ordering this particular sandwich was uncalled for. My only hope is that they did not tamper with my food!

They pride themselves on authentic New York pizza, along with their other menu items. I do consider them to have some nice decent pizza, but I would never call it authentic. You can only get real, authentic New York pizza in New York, and being a New York transplant, I know what I'm TAWKING about.

PS: I also returned the first sandwich to the driver, for the manager to check out, so that she could see what I was talking about. I was not trying to be a difficult customer. I just wanted an edible chicken parmigiana sandwich. The last thing I was trying to do, was scam them out of a sandwich!
Comments:22 Replies - Latest reply on 2010-08-18
Posted by Anonymous on 2010-08-17:
Wow that's lousy service sky. Glad they made things right and sent u out another sub.

Posted by Skye on 2010-08-17:
Hey Wally, I just added a PS to my review, about how I gave them back the first sandwich. Let the manager see for herself, what I was talking about.
Posted by Anonymous on 2010-08-17:
I checked out the site and saw the sub you were talking about. It looked rich in sauce and had plenty of chicken false advetising to say the least.
Posted by Anonymous on 2010-08-17:
for a 7 dollar sub I would expect a good sub sheehs.
Posted by Anonymous on 2010-08-17:
You handled this very well Skye. I agree the manager was totally out of line at first but at least she sent you out a new sandwich. Although to be honest I think a coupon for a free sandwich or pizza would have been a really nice gesture for your inconvenience.

Also kudos for a well written and easy to read review. Good job!
Posted by D. on 2010-08-17:
Skye, if the manager made the sandwich for you herself and it had all that cheese and sauce on it. Didn't you wonder WHAT that cheese and sauce was hiding? (LOL...Just Kidding)

Good review!
Posted by Venice09 on 2010-08-18:
I agree with Skye that the manager shouldn't have said,

"If I don't like the way they make their chicken parmigiana sandwiches, then maybe I shouldn't order them"

While there is some truth to that statement, it's not exactly the way to keep customers. I don't even think the manager should have explained the way the sandwiches are made. Most customers don't call and complain for nothing. There's usually a good reason.

Skye, I'm glad you returned the original sandwich so the manager could see that you weren't trying to be a troublemaker or looking for a handout. I just hope the driver didn't eat it!
Posted by Anonymous on 2010-08-18:
@Stew.....missed your comment first go-around. So she should have gotten a free sandwich coupon along with the brand new sandwich that she enjoyed? This is my problem with entitlement. A problem occured and was rectified at the business' expense. Which should happen anyway because they screwed up. So on top of that, they should get another sandwich for free?? Not sure about that.
Posted by Venice09 on 2010-08-18:
It would have been nice to offer a coupon, but I understand why companies are reluctant to do that. There are so many unreasonable demands by customers that it's not a good idea to reinforce their sense of entitlement. It just makes them want and expect more.

Skye, I hope you know that I am not referring to you. However, we all know there are people who make a career out of getting freebies. A company has to make a judgment call as to whether or not a customer is worth keeping. Sometimes it's better to let them go. I hope this place knows that you, Skye, are an established customer who is worth keeping.
Posted by idontthinkso on 2010-08-18:
Debating the point is fine. Standing up for you store's integrity and believing in the quality of work is something a manager SHOULD do. The OP's complaint was the unprofessional actions of the manager. Calling the OP "Entitled" and wondering why there was a complain at all, makes me wonder if the people replying EVER eat out or get deliveries.

People screw up.

Cooks make mistakes.

Perhaps someone untrained was "helping". But getting a burnt, and laughably prepared "sandwich" is not what you expect when you PAY for food.

Perhaps the manager had a bad day. Perhaps there had been a few scammers. That does not excuse unprofessional actions.
Posted by Anonymous on 2010-08-18:
Yes....people screw up. Mistakes can be made. Bad day may have been had. However, the manager recognized this, a new sandwich was made and sent out to the OP's delight. I'm not saying the OP asked for a freebie PLUS the replacement, that was mentioned by another poster. Which is where my entitlement comment came from. This is a bigger issue I'd rather not get into here. Bottome line, a problem occured, a solution was offered and accepted by the OP. What's the problem??
Posted by Anonymous on 2010-08-18:
I don't expect everything to be right every time, but when your business is making pizza and sandwiches, there should be some quality control. A business should always acknowledge when they make a mistake--and not with a rude remark or comment. The sandwich shouldn't have gone out in the first place, and then the manager stuck up for his employees, rather than the customer who pays the bills. I think Skye has a valid complaint about how she was treated. I also think a coupon, for the inconvenience, would have been a nice gesture.
Posted by Anonymous on 2010-08-18:
Alright singsing.......you're talking about a sub place with teens working. Not a car manufacturing place where parts are all inspected before installing. The manager will probably typically not inspect every sandwich made before it is given to a customer. Which is what I mean in my first sentence. These are kids there for a paycheck, not a career. Again......a mistake was made, the manager sided with her employee first (admirable), offered a solution which was accepted. I see no reason for offering an ADDITIONAL sandwich for FREE when the customer was happy with the replacement sandwich. Entitlement......I'll say it again. Get everything free you can seems to be the attitude of our country.
Posted by MRM on 2010-08-18:
I agree Wally, I would expect a $7 sub to be a very scrumptious to eat!
Posted by Nohandle on 2010-08-18:
Perhaps the Manager finally realized exactly what she had said to a paying customer. I didn't hear the conversation but a simple "I should not have said that and what can we as a company do to make it right?" Of course there are scammers out there which caused many of the complaints we hear today. People dissatisfied with a meal are penalized because others before them would tell folks how to get a free meal.

There's nothing at all wrong with receiving a new meal with a coupon for a future meal tossed in. It's when the customer demands it that I wonder. If I received a bad meal just having it replaced would suit me just fine. A coupon would tell me they appreciated my business and hoped I would return. Skye never once said she wanted or expected a coupon.
Posted by momsey on 2010-08-18:
I don't know about the rest of you, but I really want a chicken parm sandwich right now.
Posted by Anonymous on 2010-08-18:
Judge, I think your "sense of entitlement" theory is misplaced. It's a nice catch-phrase though when it fits the situation.

Not everyone is out to screw the business, but there are plenty of businesses that do not know what good customer service is. I guess that's the point I was trying to make--absolutely nothing to do with entitlement. Teenagers should be taught that every job is worth doing right. I think it's called work ethic. It doesn't have to be your career, but you can learn something from every job. Besides, who said teens made the sandwich. Have you been to this place?
Posted by Skye on 2010-08-18:
Thanks everyone for your comments. The manager did not offer me a new sandwich, she asked if I wanted a credit for next time. I only wanted a sandwich I could eat. I was not looking for any freebies or entitlements, I only wanted what I paid for. We order from them all the time, at least once a week, because my husband enjoys their 5 boroughs pizza, and I enjoy a night off from cooking. I was very polite and calm when I called, because I KNOW the manager does not make the food. I think her comment to me was rude and uncalled for, especially for the fact we are weekly repeat customers. Again, I just wanted a sandwich I could eat. Of course there are people who expect not only to be compensated for their bad food, they expect freebies for the next few years. I'm not like that, I never go looking for freebies, especially when it comes to food. I also told the manager that I would be returning the sandwich, so she herself could see what it looked like. Thanks again for your comments.
Posted by Anonymous on 2010-08-18:
Some of the comments here are a perfect example of "reading way more into the review than is necessary." The complaint was around the managers initial response which was rude. Knowing Skye, had the manager responded with first asking some questions and than listening and then a "Let me personally see to it a new sandwich is made and on its way to you right away," we would have seen a nice compliment posted instead.

It all comes down to common sense and good customer service. That small percentage of customers that would try to scam companies out of freebies has made it too easy for all companies to just say no.
Posted by Anonymous on 2010-08-18:
I hate to think of any 'extra toppings' that might have made it into your sandwich.
Posted by Skye on 2010-08-18:
Steve that of course crossed my mind! It's funny because around midnight I had a little agida and told my husband, see they did tamper with my food! He of course Mr. calm, cool and collected tells me its all in my head. I said no, its in my stomach :)

I feel fine today, so far anyway!!
Posted by Anonymous on 2010-08-18:
I'm sure they were professional enough to make a proper sandwich...specially after realizing how stupid it was to tell you not to order them if you don't like them.

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